In the beginning, when I was just starting out as a freelancer, I believed that good work was all that was required. I was wrong. They don’t hire skills, clients hire people. They hire trust. As I continued over time, I became aware that it is as important to manage the relationship as manage the project. Here’s what did work for me.
Understanding Client Needs
There is a different mental image in each client’s mind. It is your job to clearly see it prior to working. I always ask questions rather than making assumptions to make stronger client relationships.
What is a successful outcome to them? What’s their timeline? What are some of the mistakes that previous freelancers have made? This is a time saver later.
A 10 minute phone call at the beginning can save a week of rework! I have come to find out that it’s a lesson I had to learn the hard way several times. Take notes of client’s input. Restate back in own words. If they say yes, then you’re in agreement. When they correct you, then you avoided a mistake!
Building Trust and Rapport
Trust can’t be established during a single meeting. It’s a process that is produced by doing little things consistently. I respond promptly to messages, even though it may be simply a “seen” message.
I provide sincere reporting, even if it’s bad news. The client has a good memory when it comes to when they were told the truth. Rapport comes next.
I make an effort to recall minute particulars like a client’s upcoming release or their staff’s title or a joke from our final name. But it’s not about faux friendliness. It’s about paying attention.
Clients remain with freelancers that listen to them. This is the big key to repeat business and building client relationships.
Managing Difficult Conversations
All freelancers will have to deal with a difficult conversation at some point in their journey. A missed deadline. A scope change. A client who is discontent with the course.
These talks were once something that I didn’t really like. At this time I speak to them, while they are still small. Here’s what helps:
- Maintain a sense of calm even if client is not calm.
- Don’t go with emotion, stick to facts.
- State a solution, do not simply apologize.
When a deadline passes, then for instance I don’t simply say, sorry. I give reasons why, and a new date that I actually can meet.
If clients aren’t getting exactly what they want, they value honesty over perfection. Don’t talk about issues; silence makes them worse. Don’t have a long and awkward delay, have a short and clear message.
Encouraging Client Feedback
Feedback is a gift, even if it hurts a bit.
I expressly request it. “What’s working? What isn’t?” You’re not going to get feedback from most clients unless you ask for it.
I make it simple too! A quick call. A short form. A simple message. The simpler it is the more truthful the answer will be.
Negative feedback can’t be a failure. It’s information. I use it to tweak up for the next project, not just this one.
When a client leaves me a positive review, I ask them if they would be OK with using it as a testimonial. Most say yes. One of the easiest ways to expand your freelance business.
Final Thoughts
There’s no need to make client relationships complicated. They are based on transparency, truth and focus. Be able to identify your client’s needs. Develop trust through small acts. Address difficult situation early on. Seek input or comments frequently.
These habits won’t only help you to keep your existing clients happy. They will provide you with referrals, repeat business and a viable freelance career that doesn’t feel like it is coming to an end.