Steven Snell writes an interesting post on Freelance Switch today entitled ‘The Freelancers Guide to Increasing Referrals‘. While there are twelve great points in there, one jumps out at me in the form of number 2 - Take Care of Your Customers.

Customer service counts for freelancers, too. Focus on providing timely and clear communication, and always be professional. In many cases, the service provided is actually what satisfies the client more so than the work itself.

The clients I have and choose to work with I have welcomed into my working life. If things aren’t working out with a client or I don’t see a relationship forming with a client past a particular job, I won’t hesitate to move on. There are plenty of bad things in the working world, but getting stuck with a bad client is one thing you don’t need.

In that sense, I believe myself to be a good judge of character and rather quickly I’ll make a decision on a client - can I see a good working relationship forming or not. If I do, I’ll take care of the client. Whether it is karma, good professional practice, human nature or otherwise - take care of your client and they will take care of you.

There is a lot to be said for providing good customer service, being accessible (within limits) to your clients.

So What Can You Do?

• Be professional, be courteous
• Reply to your emails, phone calls and voice mails
• Listen to what your clients have to say. You don’t have to bend (and shouldn’t) bend to every request, but you should listen. When you listen, you’ll be able to understand what they are trying to achieve and offer your expertise in assistance.
• Treat a client to a coffee, or treat them to a lunch.
• Follow up with your clients after a job, see if the job you’ve completed has gone ok and if you can offer any assistance.
• If you’ve a client coming to your home / office, the coffee rule applies - offer them a cup of tea or coffee, or at least something to drink. I’ve had some fantastic conversations with clients over a cup of tea, usually before we get around to talking business

What Can It Achieve?

Everyone will tell you it pays to be nice, or at least most people will. If you spot a chance for a good working relationship with a client, then make ago of it.

• It can help with referrals. If you’ve helped your client along the way with their project and given a great level of customer service, you may find yourself getting calls from your client’s friends or find yourself landing similar projects whether through writing, web design, graphic design or otherwise.
• You become “the guy” (or girl, sorry ladies!). Repeat work is great. Your web design job leads to web updates, content management. Maybe your graphic design job leads to stationary design, brochure design, print advertising design.

Don’t they also say that 80% of your work comes from 20% of your clients? They’re not wrong you know…

Have you any clients you’ve built up a great relationship as a freelancer and any tips you can share from your journey along the way?

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