Artisan Blog

A Freelancer’s Guide to Expert Client Communication

Wednesday, January 11, 2017

 

Artisan Creative is celebrating 20 years in staffing and recruitment and over the years we have learned a thing or two that we'd like to share with you. We hope you enjoy the 407th issue of our weekly a.blog.

Any freelancer will know that running your own business requires a broad set of skills and the ability to wear many hats. In addition to doing your job well, you have to manage clients, invoices, new business development and a whole host of other responsibilities. To be a successful freelancer involves satisfied clients with repeat business. With this in mind, how do you please clients and how does good communication affect your business?

Establishing good communication from the start is the pathway to successful projects. By keeping an open dialogue, building rapport and ensuring mutual understanding, clients will want to continue working with you. Revisions and misunderstandings are lessened, which means everyone involved will be satisfied with the outcome.

Listening vs. Talking

Initial stages are all about the client and their needs. Most often clients are coming to you because they have a problem and they need you to solve it. This is your opportunity to listen by giving the client ample time to speak and express their vision.

Project Intake

Managing new clients can be tricky and if you’re busy or feeling stressed it’s easy to miss the all-important details. Create a standard project intake form with key questions to ask each client. Your methodical approach towards taking on a new assignment will be noticed and ensures that you’ll never forget to ask a crucial question.

A Consultative Approach

Clients are hiring you because of your expertise and they’re trusting that you will do what is best for their business. They value your input, so be confident, speak up and offer advice when it’s needed.

Never Assume

The quickest way to a misunderstanding is by making assumptions. If you’re unsure, get clarification. The old adage of “measure twice, cut once” rings true here.

Put It In Writing

If you are taking lots of calls with your clients, always follow up and summarize what you discussed. Whether it’s revisions, project scopes or fees, send a confirmation via email so everyone is on the same page. Better yet, create a project scope form, and a change order form to manage deliverables and edits.

Response Time

As a rule of thumb, aim to respond to a client within 24 hours. Set expectations and deliver to those standards. Unless you’re on instant messaging such as Skype or Slack, clients will appreciate knowing they can expect your response within a set time allocation. If you’re unable to keep to a 24-hour timeframe, let the client know your schedule and that they are a priority. Ask clients for their schedules so you’ll know when to expect feedback and revisions too.

With a few minor processes added to your freelance workflow, you can minimize misunderstandings, enhance productivity and align communication. Focusing on client satisfaction will ensure you are always successful.

What additional experiences can you share with other freelancers?

 

 



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