As a travel agent, my goal is to provide a personlized experience for my clients that they remember fondly.  Part of curating that experience is setting expectations and executing on them.

The key to ensuring they feel protected, especially when they are in a different time zone, is discussing my availability, how to reach me, and defining what needs to be addressed immediately vs. what can be handled non-urgently.  It is imperitive for me to communicate things they can do themselves, when I need to be engaged, tools available to support, and expected processes /SLAs where necessary.  People tend to become anxious when they don't understand what is happening or what should happen, so ensuring clients are informed lays a foundation for effective problem solving.