Why that retail job you had in high school could be worth big bucks to you as a freelancer

Image of Customer relationship management from Shutterstock.

As a freelancer, you’re acting as a business that provides a particular service to your customers. But how good is that service? We’re just talking about the end product, here. How are you doing in the customer relations department, my friend? From start to finish, how satisfactory is the delivery of your goods? Do you have a set of policies in place to ensure your client’s satisfaction? How do you handle complaints? Do you provide value-added incentives?

Going the extra mile can mean repeat business – and referrals. Keep your bank rolling with these helpful tips.

Eliminate misunderstandings

The initial consultation is a great way to flesh out everything that the client is asking for, and to circumvent as many snags as possible down the road. Keep (or provide in typed form) a record of what was discussed, terms, conditions and delivery dates and times – and then provide your clients with a copy. That way, when a situation arises you can refer back to the document.

Ask for feedback

A good client experience doesn’t end once the final product is delivered – even with repeat customers. It’s good to ask for feedback, whether via survey, over the phone or in-person with personalized questions that pertain to their experience – to find out what you did well and what you can improve upon. It’s also a good way to find out if you’re providing the right kind(s) of service(s) for your clients or meeting their expectations.

Which leads me to my next point:

Exceed expectations

If you’re not providing your clients with the kind of service they expect, they’ll find it elsewhere. It’s in your best interests to deliver on-time, on-budget and to be completely on-point. Above and beyond the final product, you need to put forth the effort to wow your clients at every stage in your creative/production process – from your documentation and project management skills to your communication. An excellent experience translates into repeat business.

Excellent service, exceeding expectations and providing value-added experience should never come at the cost of your personal/business values and worth as a freelancer.

Make every opportunity a value-added one

Sure it costs money to do extra, but sometimes the add-ons or bundled services (where you throw in an extra service for “free”) makes the difference between you and the next guy. If you’re a writer, throw in some social media extras or supplementary editing. If you’re a graphic designer and you’re building a client’s website, why not offer to design business cards at a reduced cost? These little things demonstrate that you’re willing to go the extra mile, and give clients value for their money.

Never say no

Within reason, of course. Many years ago when I was in customer service, I was taught to refrain from using negative words when responding to a customer request. This means trying to come up with a favourable solution to a negative experience; instead of telling your clients what you can’t do, always aim to tell them what you can (and are willing to) do. It doesn’t always turn out, but at least you’re demonstrating that you’re able to compromise.

Which ties in nicely to the final thought:

Stay true to your values

Excellent service, exceeding expectations and providing value-added experience should never come at the cost of your personal/business values and worth as a freelancer. Sadly, some people are very good at taking advantage, and quickly turn an inch into a mile. If ever a situation makes you feel uncomfortable or like you’re selling yourself short, explain to the client. And, if necessary, walk away. Client satisfaction should never come at a cost to your business.