Did you ever start working on a project, only to realize that you don’t actually have enough information to get the job done? If you’d considered the 5 Ws of journalism that I’ll introduce to you in this post, you might have been able to avoid that problem.

In this post, I’ll explain what the five Ws are and describe how you can apply them to your freelancing business.

At the end of the post, please share some questions that you ask clients before you start to work.

What Are the Five Ws?

Freelance journalists are already familiar with the five Ws, but other freelancers probably need a bit of explanation.

Each W represents a question that needs to be answered.

In journalism the five Ws are:

• Who?
• What?
• Where?
• When?
• Why?

And most journalists also add:

• How?

As you glance at the list, you can probably see that if a writer gets detailed answers to those questions, they will probably have enough information to write a story. Now it is time to make the five Ws work for freelancers.

Who?

Understanding your client is critical to successful freelancing.

A good freelancer needs to gather the basic contact information about their client such as:

• Name
• Location
• Email
• Address
• Phone

However, the best freelancers will make a sincere effort to learn and understand who their client really is, going beyond just the basic information about the client. Some ways to help you discover who your client really is include:

• Look at their mission statement. Most company mission statements express who they want to be.
• Examine the corporate history. This will tell you where your client came from.
• Try to figure out what makes your client tick. Find out what drives your client to do what they do.
• Discover your client’s reputation. Who does your client’s customers think they are?

If you review the information that you find, you are well on your way to really understanding who your client is.

What?

A freelancer also needs to know what their client does. This entails understanding the client’s product or service as well as knowing a little bit about their industry.

Are you really aware of all of the products or services that your client offers? Find out what their most popular products are and which products are not so popular.

Understanding what your client does will give you a head start in providing them with the best freelancing services.

Once you understand what your client does, you need to understand what they want from you. Make sure that you come to an agreement about the scope of your project.

Where?

Business customs and laws are different in different parts of the world. Where your client is located affects how they do business.

To be an effective freelancer, you should think about where your client is located. Pay particular attention to any restrictions or limitations that they may face due to their location.

If your client speaks a different language than you, it may be necessary to hire a translator to make sure that you are communicating clearly.

When?

The delivery date for a project is one of the most important pieces of information that you can get from your client. Also, remember that the delivery date can often be negotiated, so don’t panic if the first date that your client mentions isn’t realistic.

Once you’ve agreed upon a delivery date, be sure to get it in writing. Next, make sure that you stick to the agreed upon date. A missed deadline is usually a sure way to lose a client.

Why?

While the other questions are important to freelancers, this question is the one that allows you to really differentiate yourself from the competition.

If you can find out why the client is doing the project, you are in a position to suggest improvements for this project and to suggest additional projects that will really help the client meet their goal. Imagine the client satisfaction if you truly understood the client’s motivation for a project.

How?

There are also a lot of “how” questions involved in freelancing:

• How do you want this project done? This could refer to style or tools used.
• How will you use the finished product? This will help you understand the client’s goal.
• How many or how soon? There are also quantity and timing questions that can be answered by asking “how?”

Your Turn

Remembering “5 Ws and sometimes how” can be a quick tool to help you make sure that you have enough information to successfully complete your freelancing project.

What questions do you ask before you start a project? Share your answers in the comments.

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You know that it’s important to build relationships with your clients and prospects, but to be honest; you have trouble keeping track of them.

What if there was a tool that could help jog your memory about your clients and contacts and keep track of your last contact? That would save you time and possibly help you get more projects, right?

Well, guess what? Such a tool exists (and it’s not a card file or paper address book). In this post, I’ll briefly explain what customer relationship management (CRM) software does and list over twenty CRM options for freelancers.

What Is CRM?

What is customer relationship management and how can you use it? Several years ago, Thursday Bram wrote a great explanation here on Freelance Folder, The Freelancer’s Introduction to CRM.

Be sure to look at Thursday’s post for a more detailed explanation. In a nutshell, CRM software lets you keep a record of information about and your interactions with current and prospective clients. With the right CRM system, freelancers make sure that they follow through on every lead.

Thursday’s post recommended three CRM systems for freelancers:

1. ZOHO CRM. This is a great tool that integrates with many popular software tools. You can easily track leads, prospects, and business opportunities. There are various pricing levels available, depending on the number of users and there is also a mobile version.
2. Salesforce. Another good option for freelancers, Salesforce makes use of the sales cloud to let you find the information you need. There is a special focus on social media. You can integrate your email and pricing levels based on the number of users.
3. Highrise. This CRM tool can also help you to track clients and prospects. It interfaces with popular software. There’s even an iPhone app. It has several levels of service, and it is currently a pay as you go service.

Of course, there are even more CRM options available. Let’s take a look at some of those.

18 More CRM Tools

There are many other great CRM tools you may wish to consider for your freelancing business. In alphabetical order, here are eighteen more tools to consider:

1. BatchBook. This tool was designed specifically for small businesses with a limited budget. You can track contacts and even social media activity. There are currently five levels of service.
2. Big Contacts. Another great option for small businesses. This tool includes mobile access and features a unique contact dashboard. You can import contacts from other software.
3. Daylite. The CRM is designed specifically for the Mac. There’s a calendar and mail integration. There’s also an iPhone and iPad version of the tool for mobile freelancers.
4. Infusionsoft. This is another tool developed with the small business in mind. It’s focus is on CRM, marketing, and e-commerce. It also features strong email marketing tools.
5. Insight.ly. A user-friendly CRM featuring a way to keep track of all of your contacts. This tool is designed around Google Apps. You can also track tasks and milestones.
6. Landslide. This cloud-based CRM tool was recently acquired by j2 Global, so it will be interesting to see what develops. The tool has many features including social and mobile tools.
7. OnContact. This tool features automation and can also be used to improve client support service. There are three different levels of functionality available.
8. Oprius. Keep track of your professional relationships. Includes social media and email. There’s also a to-do list function. Designed for MLM businesses.
9. PipelineDeals. This tool includes contact management, custom reports, email integration. It also integrates with Google apps. Unlike other tools, there is currently one low price.
10. Plaxo. Use the cloud to track your contacts. Works like an online address book. There’s a free mobile interface and the basic version of this tool is currently also free.
11. Sage ACT!. This another customer relationship management option for freelancers. This tool even has accounting integration. It also integrates with other popular software tools.
12. Splendid CRM. This is an open source web-based CRM tool with various levels of functionality. It is a Microsoft Certified Partner.
13. Stride. This tool is geared to the small business person. The tool is in beta at the current time, but the pricing at the time of publication looked very affordable.
14. Stitch Labs. This new tool is geared towards those who sell products, although it could be used by others as well. Track the various channels you use to sell your products.
15. SugarCRM. This is another very popular open-source, web-based tool. Use the cloud, access it through mobile devices, and integrate with social media.
16. Vtiger. This online software application can help with your marketing needs and it’s comparable to some of the more expensive options. There are twenty different modules.
17. Work etc.. This tool integrates CRM, project management and billing from within Gmail. There are mobile and web apps available. It also integrates with Google Apps.
18. Xobni. This tool automates your address book using your Gmail and Outlook email accounts. There are versions for the Android, iPhone and Blackberry.

You can also find even more CRM tools listed in this post at Spyre Studios.

Your Turn

Do you use one of these CRM tools? Which one?

Did I leave out your favorite CRM tool? What is it?

Share your answers in the comments.

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Each approach has its own unique challenges, drawbacks, and benefits.

In this post, I’ll be profiling two different approaches to freelancing and discussing the challenges, drawbacks, and benefits of each approach.

Are You a Passive or a Proactive Freelancer?

Two basic approaches to freelancing include:

• Passive freelancing
• Proactive freelancing

(Of course, there are other approaches–but those are the approaches we’ll focus on in this post.)

A passive freelancer is one who basically lets the clients direct his or her freelancing activities. This freelancer’s approach to marketing is to simply get his or her name out there and wait for clients to call. When the client does call, the passive freelancer usually lets the client dictate the terms of the freelance agreement. The client sets the price and determines the deadline.

In contrast, a proactive freelancer actively recruits clients. Their approach to marketing includes targeting clients who fit the profile of their ideal client and making cold calls. When the proactive client enters into a freelancing agreement, he or she actively negotiates the terms. The proactive client is also more likely to have a product.

Challenges and Benefits of Passive Freelancing

Passive freelancing comes with several challenges and drawbacks, including:

• Famine periods–Since the passive freelancer relies on clients to come to him or her, they are more likely to experience extended periods without work (the so-called “famine” of the feast or famine cycle).
• Loss of control–A passive freelancer has less control over his or her income and schedule since he or she lets the client determine the terms of his or her freelancing agreements.
• Lower income–Along with increased famine periods and loss of control comes a lower income. The passive freelancer is likely to earn less money.

Surprisingly, there may also be a few benefits to passive freelancing:

• Requires less marketing effort–The passive freelancer spends less time on marketing his or her freelancing business. He or she may have a website and a social media presence, but that is probably all.
• More spent on core skill–Since a passive freelancer spends less time on marketing, they may have more time to spend on their core skill (writing, designing, translating, programming, and so on).
• May be better suited to part-time freelancers–Because of the reduced marketing effort, passive freelancing may be all that a part-time freelancer (who likely has another income source) needs.

Challenges and Benefits of Proactive Freelancing

Just like passive freelancing, proactive freelancing also has its challenges, drawbacks, and benefits. Here are some of them:

• Difficult for shy freelancers–Shy freelancers, in particular, have a hard time making cold calls. In addition, many freelancers don’t really know how to sell.
• More rejection–A proactive freelancer generally faces more rejection, at least initially. After all, they are contacting companies that may not have even thought about hiring a freelancer.
• More effort required–Proactive freelancing takes more effort. In fact, a proactive freelancer may spend up to half of his or her time on marketing activities.

Naturally, proactive freelancing has some benefits:

• Less famine–Since a proactive freelancer is actively recruiting clients, they are less likely to experience the “famine” of the feast or famine cycle.
• More control–A proactive freelancer determines who his or her client will be. They also are actively engaged in determining rate and schedule.
• Greater income–Because proactive freelancers are more likely to work at a higher rate and because they seek out clients, they typically earn more than their more passive counterparts.

Moving from a Passive to a Proactive Approach

Most freelancers start with a fairly passive approach to freelancing. However, after a time, many start to feel trapped in low paying gigs and/or waiting for work to come to you.

There’s good news! Even if you’ve been a passive freelancer so far, you can transition to proactive freelancing. Here are five steps to help:

1. Set aside a specified amount of time each day for marketing activities. You will probably need to spend at least double the marketing time that you have been spending.
2. Discover and contact companies that meet your ideal client profile. If you are not used to cold calling at first, you may want to practice your approach with a friend.
3. When a prospect does contact you, don’t automatically accept the terms that they give you. Often freelancing agreements can be negotiated.
4. Start replacing low paying clients with higher quality clients. If you’re a typical passive freelancer, you probably have a number of current clients that pay you less than your rate.
5. Don’t forget to keep up with your marketing. A typical freelancer mistake is to stop marketing while you are working. If you want a steady stream of high quality clients, you can’t do this.

Your Turn

Are you a passive or proactive freelancer? Which approach do you prefer?

Share your thoughts in the comments.

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Sadly, not all freelance clients are on the up and up. Some clients are downright scammers, while others may just have a tendency to stretch the truth from time to time.

Unfortunately, even “little white lies” can have a serious impact on a freelancer who depends on client work and client payments to pay the bills.

In this post, I’ll list six common client lies and explain why clients sometimes tell them. If you hear any of these words coming out of your client’s mouth, tread cautiously.

Lie #1. I’ll Pay You Once I Am Successful

If you listen to this one long enough, you might start to believe that you’re about to turn down the greatest opportunity since the invention of the wheel. This is also known the “percentage of profit” lie, as in, I’ll pay you x percentage of my profits once I get up and going.

Oddly enough, this lie comes mainly from clients who haven’t experienced success. You see, a really successful client is able to pay your fees and doesn’t have to make any grandiose promises.

The inherent flaw with this one is that there is usually no way for the freelancer to measure the client’s success or failure. Unless the client is going to give you access to his or her books so that you can determine their receipts, run the other way when you hear this one.

Lie #2. There Will Be Plenty More Work in the Future

Often clients mean well when they make this statement. They may have big dreams about future projects that never materialize. Other times, the client is just trying to negotiate a lower price based on the possibility of a high volume of work.

Either way, future work won’t pay your current bills. Unless the client is willing to commit to a those future projects (with specific project details including dates) in writing, stick to your guns and don’t lower your price.

Lie #3. The Check Is in the Mail

For as often as I’ve heard this one, you’d think the post office was always losing mail. It’s funny how my bills never seem to get lost, though.

I’ve actually heard clients tell this same lie over and over again. When I finally receive the (very late) payment, I notice that the envelope is postmarked for just a few days earlier.

If it’s been over two weeks and you still haven’t received the check through the mail, your client is probably lying.

This lie is definitely a red flag. Often this lie indicates that the client is in financial trouble and is trying to stall for time. Think twice about working for them again. Better yet, make them pay up front.

Lie #4. You’ll Get Plenty of Exposure from This

Ask yourself, “do I need exposure, or do I need to get paid?”

There’s a time (such as when you’ve just started selling a product) when you might want to promote yourself heavily, but most of the time your answer should be, “I want to get paid.” Be very careful about what you do for exposure.

If the client doesn’t have a proven history of having a large audience, skip this offer. Remember, no one can guarantee that people will see your work (or that they will remember who did it if they do see it). Besides, the best gigs give you credit for your work and a paycheck.

Lie #5. All Your Colleagues Work for X Amount

This is another attempt by a client to get you to lower your price. He or she quotes an obscenely low price for the services that you are offering and claims that the low price is the market rate.

Don’t believe this lowballer for a minute! Sure, there may be freelancers out there who are willing to work for practically nothing, but that doesn’t mean that they are actually any good at what they do. (And if they are good, they won’t stay that cheap for long.)

Stick to your guns when it comes to pricing. This client isn’t being realistic about the cost of doing business.

Lie #6. This Is a Very Small Project

It’s so easy to get taken in by this one. The client makes the project seem like there’s hardly any work involved so that you’ll quote a low price.

The trouble is, the client has left a lot of things out when describing the project. If you’re not careful, when it comes time to actually do this project you’ll find that there’s a lot more work than you anticipated.

To expose this lie, be sure to ask the client lots of questions about the work. Get his or her answers to your questions in writing. Be very specific about things that take extra time like meetings or revisions. Finally, make sure to get a written agreement from the client before you start the project.

Your Turn

Have you ever been fooled by a client’s lie? What lie was it? Did I leave any lies out?

Share your answers (no client names please) in the comments along with how you responded.

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Your mindset determines the difference between reading advice and following advice. It’s the difference between doing a good job and doing a lousy job. And finally, your mindset can be the difference between quitting and persevering (and ultimately succeeding).

A bad attitude is a freelancer’s biggest obstacle and a good attitude is their biggest asset.

In this post, I’ll list ten steps to help you get a client-winning mindset for your freelancing business.

Get the Right Attitude

Did you ever wonder why some extremely talented freelancers fail while others, with just a moderate amount of talent, succeed?

The answer is that successful freelancers have the right mindset.

Here are some steps to take to make sure that you have the kind of mindset that wins clients rather than the mindset that drives them away.

1. Care about your client. This is where a good, client-winning mindset starts. Your client is a real person and his or her business has real needs. Take the time to understand both your client and your client’s needs. Believe me, your client can tell when you don’t care and if your client knows that you don’t care they won’t be your client for long.
2. Care about your work. This is a slight variation of caring about the client. You also need to care about your work. Whether you receive credit for your work or not, everything you do should be something that you would be proud to put your name on. If you’re not proud of your work, you’ve done something wrong. Successful freelancers don’t just “get by” with minimum effort.
3. Do what you say you’re going to do. This sounds simple, but it’s not. There are so many freelancers (and others) who don’t live up to their promises. Being the reliable one will instantly set you apart. Of course, this also means that you should be careful what you promise. Never promise something if you know that you can’t deliver it.
4. Don’t be afraid to ask questions. Too many projects have sunk because the freelancer was afraid to ask a simple question. We think that asking a question will make us sound dumb, but making a mistake that could have been avoided by asking a question is even dumber. The best freelancers know what questions to ask and when to ask them.
5. Keep up. As a successful freelancer, you need to keep up: both with your workload and with changes in your field. This is all part of caring about your work and caring about your clients. If you don’t keep up, you won’t be able to provide good service. Do what it takes. Take classes. Read books and blogs. Practice and study your profession.
6. Stop apologizing. You’re not doing a favor by apologizing to your client for things that require no apology. Many freelancers (and I count myself among them sometimes) have a bad habit of saying “sorry” when no sorry is needed. Don’t apologize for your fees, for being too busy to take a rush job, or for needing more information from your client.
7. Stop wasting time. There are a lot of fascinating things out there, and that’s especially true of online resources. It’s easy to justify doing things that are actually a waste of time. If you’re doing something for your freelancing business make sure that it will ultimately either improve your skills or bring you clients.
8. Remember your profit margin. The reason that you’re in business is to earn a profit. To determine whether you’re earning a profit, you’re going to have to learn to manage your money well and keep good records. Know which clients have paid and which invoices are overdue. Keep an accurate record of business expenses and keep up with taxes.
9. Promote your business. All businesses need to engage in marketing and your freelancing business is no different. Yet we freelancers slink around as though we are above marketing ourselves. We are not. Get in the habit of promoting your freelancing business. Pass out business cards. Get active in social media. Make sure that people know what you do.
10. Encourage repeat business. Your best customers are the ones who keep coming back. You know that your customers are happy if they keep asking for more products and services. Find out what it is makes your customers happy and keep doing those things. Hint: this step is almost impossible to carry out unless you have excellent communication with your clients.

Your Turn

Now that we’ve shared some steps to help you find and maintain a professional attitude, it’s your turn.

How do you keep a business mindset?

Share your tips in the comments.

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Facing an objection from a prospective client doesn’t have to mean that you’ve lost their business. Instead, it can be the launching point for a discussion that leaves of both you feeling better about doing business with each other.

In this post, I’ll discuss seven common prospective client objections. I’ll also invite you to share client objections that you’ve faced and to explain how you’ve handled them.

Common Objections

Here are seven common objections that prospective clients often bring up and tips for handling each objection:

1. You Don’t Have Enough Experience. This can be a challenging objection to overcome if you are just starting out. Take this as a challenge to show them why you are qualified. If you are a student, tell them what you accomplished as a student. For example, “I was top in my design class at college.” You can also refer them to your portfolio or professional samples. (If you don’t have a portfolio or professional samples, your next task is to create them.)
2. You Are Too Old. While age discrimination is illegal in the United States, this objection crops up anyway. Fortunately, it’s easily dealt with if you’ve been keeping your skills up-to-date. List some recent courses or projects that you’ve completed that show that your expertise in the latest developments in your field. Refer this prospect to your latest samples. This is where your own blog and guest blogging can help strengthen your freelancing resume. Make sure that what you write highlights your knowledge.
3. Your Fees Are Too High. Your first task is to discover whether your fees are a little too high or a lot too high. If prospective client feels your fees are a little too high, you can work with the prospect to show them why you are worth the extra investment. If the prospect feels your fees are a lot too high, then they are probably not a true prospect for you. You can decide whether you want educate them about the value of your work, or you can just let them go elsewhere. Just don’t waste a whole lot of time on someone who is unlikely to buy.
4. My Last Freelancer Did X. Sadly, clients often judge us by what our predecessors did. This can be good or bad, depending on the predecessor. If you find yourself working with a client who has been burnt by a freelancer in the past, you may wind up working twice as hard to prove yourself. Just stay calm and remind yourself (and from time to time, the client) that you are not that other freelancer. Remember that the client has been hurt in the past and is now wary of freelancers.
5. I Can Do This Myself. Many prospective clients say this and it may indeed be true–in theory. Your prospective client very well might have the skills to do the project that they are assigning to you. In reality, however, the prospect probably doesn’t have the time to do the work. That’s why they need you. Point out that by using your services, they are freeing themselves up so that they can devote more time to what they really want to be doing.
6. I Need This More Quickly. This can be a great point to start negotiating from. Ask the client when they actually do need the project. Maybe they can reduce the scope to get it sooner. If you charge rush fees, this may be the time to implement them. You might also wish to bring in a subcontractor to help you meet their more aggressive deadline. If you find, however, that the deadline is totally unrealistic, it may be time to educate the client about how long the project actually takes.
7. You Don’t Have (Specific Experience). A very common objection that prospects make is that, while you have experience, it isn’t specific to their project. They might phrase such an objection like this, “we were really looking for someone who has experience designing websites for nonprofits.” If you feel that you can do the job, explain how your past experience ties into their project. Be as specific as you can be. Remember, you may see these commonalities, but to your client their project is totally unique.

A Final Word of Caution

Clients and prospective clients often don’t voice their true objection. Sometimes, they voice everything but their true objection. Other times, they just quietly slip away.

That’s why it’s up to you to open the dialog and get them to voice what’s really bothering them so that you can deal with it. Try saying things like, “what could I do to change your mind?”

Your Turn

What are some common client/prospect objections that you’ve encountered? How have you answered them?

Share your stories in the comments.

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Sadly, I read about a freelancer trapped working for a bad client on social media nearly every day. But, we freelancers often accept jobs that we really shouldn’t take. We need to learn to say “no.”

In this post, I list twenty-one situations where a freelancer might need to say “no” to a prospective client. I also provide a sample response (as well as some discussion) for each situation. At the end of the post, add your own tips on how to say “no.”

What to Say When You Need to Say “No”

Here are twenty-one ways to say “no” to a prospect or client:

1. The prospect asks you to work at a rate far below your normal rate. In this case, state your rate and don’t spend too much time on the inquiry. They may be asking about work, but realistically they aren’t a prospect for you. Try saying, “I never work for less than $X.XX”
2. The prospect asks you to work for slightly less your normal rate. Negotiate with this prospect. First, decide what to negotiate. Can you be flexible on price? Do you want more time? Do you want to reduce the scope? Then, respond by addressing that area. A sample response could be, “That’s a little less than what I normally charge, but I could do it if you could let me have an extra week.”
3. The prospect asks you to work outside of your specialty. Are you interested in learning about this new specialty? If you’re not interested, be up front about that. If you can, refer the client to another freelancer. For example, say, “I never write about medical topics, but I know that Jane Doe freelancer specializes in that area.”
4. The prospect asks for a deadline that you cannot meet. Prospects often throw deadlines out without understanding the true effort required. Again, try negotiation. Say something like, “I know that the project seems simple, but there’s more work here than meets the eye. I think that project would actually take x days to complete.”
5. You researched the prospect and they have a bad reputation. Run, don’t walk, away from this prospect. You don’t need to send out a detailed response. Your answer can be something like, “I’m not interested in this project, but thank-you for thinking of me.”
6. The prospect is excessively critical. Usually, you wouldn’t know this about a new prospect, but you might know it if you’ve worked with them before. Respond the same way as you would to a client with a bad reputation. If you want to make a point you could say, “I didn’t enjoy our last project together and for that reason I don’t wish to accept another project from you.”
7. A client asks you to do additional work that you didn’t agree to do. Most freelancers face this problem sooner or later. When it happens to you, estimate how long the additional work is going to take. If it won’t take long, most freelancers choose to just do the work. However, if the new work requires substantial effort, let the client know that additional work means a higher bill. Here’s a sample response, “Our contract specified six articles, but now you are asking for eight. The additional articles will add $X.00 to the cost of the project. Please let me know if you want me to proceed.”
8. The prospect uses foul language or obscenities. Some freelancers don’t mind foul language or obscenities. If you do mind, don’t feel that you have to take that sort of treatment (which can actually be a form of disrespect). Let the prospect know that their language bothers you. I say something like this, “I work from home and my children can easily overhear what is said in my office. I would appreciate it if you would keep your language clean when you deal with me.”
9. You are too busy to take on new work right now. Being busy can be a good thing. It means that you’re in demand. When I am too busy to take on a new project right away, I usually say something like, “my time is completely booked for the next two weeks, but after that I could get started on your project.”
10. The client wants you to do more work when they haven’t paid for the last project. Be frank. If the client is seriously late with an earlier payment, don’t start another project with them. Say something like, “You’ll have to bring your account with me up to date before I can start another project. Invoice #xx is 30 days overdue and you owe $xxx.00.”
11. The prospect has more work for you than you can realistically handle. See if the prospect will let you subcontract some of the work. Say something like, “That’s a lot of work, but I know that my team can handle it.” That way the client should understand that it won’t be just you doing the work. Be sure that you write your agreement in such a way that subcontractors can be used.
12. The prospect stands for something you don’t agree with. This is tricky. Be careful not to discriminate against anyone based on race, religion, or national origin since this would be a violation of the Federal Civil Rights Act. (Leanne Phillips has published a great article on this topic at LegalZoom.)
13. The prospect asks you to come in to the office and work. I face this a lot since many technical writing jobs require on-site work. I prefer to work at home so I always negotiate this by suggesting that I only come in occasionally or offering to be available during certain business hours. I say something like, “I’ve found that I get a lot more done when I work at home, but I’m willing to come in on Fridays to attend the weekly meeting.”
14. You suspect the prospect is lying to you. This is another tricky situation. While you can’t accuse your prospect of lying without proof, your gut feeling is probably right. When in doubt, it’s usually best to trust your intuition. You can say something like, “I don’t feel comfortable taking this project,” or “I don’t think this project is for me.”
15. You can’t find any information about the prospect. A lack of information could mean the client is a fly-by-night scam artist, or it could mean that he or she is simply very new to business. In this situation you can ask questions such as, “how long have you been in business” and “who are some of the companies that you do business with?” Be sure to charge a healthy percentage of your fee up front.
16. The prospect asks you to do something illegal or unethical. As a freelancer, never get involved with anything illegal. If asked to do this, refuse the prospect’s request and explain why. Stand your ground. You could say something like, “no, you can’t use that copyrighted image on your website without permission–that’s against the law.” It’s always possible your prospect doesn’t realize what they are doing is not allowed.
17. The prospect asks for something that’s not possible. Many freelancers eventually meet the prospect who wants something that just can’t be done. For example, consider the client who says something like “I want the audience to be able to smell the perfume that my website sells while they are sitting at home.” Again, it’s best to be straightforward with your client. Say something like, “the technology to do what you are asking doesn’t exist yet. Instead, I suggest that you offer a free sample instead.”
18. The prospect wants to barter for your services. Some freelancers don’t mind bartering their services. If that’s you, great! However, many freelancers prefer to be paid in cash. Try saying, “my policy is to accept only cash for my work.”
19. The prospect wants to pay you a portion of their profits. Since the prospect’s project may not be profitable, this arrangement can be bad news for a freelancer. Once again, fall back on your policy. Say, “my policy is to charge a fee for my services, due when the work is complete.”
20. The prospect is a friend or family member. Working for a friend or family member can be stressful. Many freelancers don’t like to do it, but it can be hard to say “no” to someone you’re friends with or related to. Try saying, “I value our relationship too much to mix it with business.” Or, you could simply say, “I think (another freelancer) would do a much better job for you.”
21. A charity asks you to volunteer your services. Don’t let anyone “guilt” you into doing work for free. If you love the charity and you want to volunteer, fine. There’s nothing wrong with that. If you’re not committed to the charity or if volunteering will set you back, say so. Try saying, “I can’t afford to do charity work at this time.”

Your Turn

What freelancing situations have you faced where you’ve had to say “no?” Share your stories in the comments.

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So, it stands to reason that negotiating skills are also important. In this post, I identify five common negotiating mistakes that freelancers often make. Read the post to make certain that you’re not guilty of making any of these errors yourself.

Mistake #1: Being Dazzled by a Large Dollar Figure

A large dollar figure can seem enticing. If you’re offered one for a project it’s easy to forget to take into consideration the amount of effort that the project will actually take. This is especially true if it’s your first really big project.

But a large dollar figure is no bargain at all if the amount of work required is out of proportion to the amount of money being offered. Always take the time to make an estimate of the number of hours you think a project will take you before accepting the project. If you don’t, you may wind up sorry later on.

Mistake #2: Accepting Rush Work

Many freelancers accept or even encourage rush work (work with an extremely short deadline). One reason is that rush work often comes with a bonus.

However, over the years I’ve come to the opinion that accepting rush work is usually a mistake for most freelancers. Here’s why:

• Once you accept a rush work project, the client is likely to expect you to always be available for rush work.
• You are much more likely to make a serious mistake when hurrying to complete a rush assignment.
• Taking on too many rush assignments can lead to freelancing burnout (and we all know where that leads).

The fact is, many deadlines can be negotiated. This is often true even of so-called rush deadlines.

Mistake #3: Assuming the Client Wants to Pay Less

Freelancers often assume that the client is most concerned about lowering costs, when in fact they may not be. Consequently, some freelancers lower their prices at the first sign of any resistance from the client/prospect.

This is not a good policy. If you’be been doing this, stop it right now. Instead, take the time to find out what the client really cares about. Then, you can go about discovering a way to provide what is really most important to the client.

Mistake #4: Not Being Specific Enough

It’s not good to be vague, especially if you are a freelancer. Being vague can lead to misunderstandings.

Make sure that all of your client agreements contain specific language, even down to specifying exact due dates and identifying differences between the client’s time zone and the freelancer’s time zone. Here are just some of the details freelancers frequently forget to include:

• Number of revisions included in the price–While it’s a matter of professional courtesy to provide some revisions (especially if they are minor), consider setting a reasonable limit on the number of revisions included in the cost of the project. You don’t want to get stuck doing the same task over and over.
• Cost of updating or supporting service provided–This point is similar to the one above and applies specifically to web developers. A limited amount of customer support is reasonable and expected, but providing support does take time. So, after a while, it’s reasonable to begin to charge for support.
• Payment details (PayPal vs. Direct Deposit vs. snail mail vs. …)–Never take on a project without knowing how (and when) the client intends to pay you. Even if you have specific payment preferences (as many freelancers do), you can’t assume that your client will adhere to them unless you spell them out.
• Penalties for late payment–Nearly all businesses add a fee for late payments and there’s usually no reason why you shouldn’t also. You may want to check with your attorney to get the language right, but don’t be shy about adding a late fee to your client agreements.
• Details of delivery–When will the client consider the project to be complete? Make sure you know the answer to this important question since it can make a real difference in when you get paid.

Mistake #5: Not Negotiating at All

This last mistake is perhaps the biggest one of all. Many freelancers fail to negotiate at all. Instead, they let the client totally dictate the terms of the agreement without any negotiation.

This is a mistake because the client doesn’t always know what’s best. They may not understand the amount of work involved or even what they really need. Remember, the client contacted you because of your expertise in your field, so don’t be afraid to use that expertise and make a few recommendations.

Your Turn

Did I miss any negotiating mistakes? Add them into the comments.

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It should come as no surprise, then, that losing a long-term client can be traumatic for a freelancer and devastating to a freelancing business. Losing a client that you were counting on for regular work can take many of us from feast to famine in no time.

In this post, I list some of the most common reasons why freelancers lose clients. You can use these reasons to help determine if you are about to lose a client. Also, I invite readers to share their own advice and experiences about losing (and retaining) clients.

Reasons Freelancers Lose Clients

You may not be aware that your client is about to dump you. Unfortunately, most clients won’t broadcast that they are unhappy with a freelancing relationship. They just get fed up and leave.

However, you may be about to lose a client if you’ve noticed one or more of the following:

1. Communication has slowed way down. We freelancers complain about clients who don’t communicate enough. Sometimes a lack of communication is just a particular client’s work style, but other times lack of communication is an indication of trouble. This is particularly true if a client’s communication style changes for the worse. Your client may have lost interest in the project, or they may be hesitating to contact you because they dislike confrontations.
2. Payments are late. Most freelancers hate late payments and with good reason. We depend on those payments to pay our own bills. Late payments are more than just annoying, though. Slow payments could also be a sign that your client is in financial distress and is having trouble keeping up with his or her bills. Yours may not be the only bill that this client is late in paying.
3. Client is too critical. Many clients won’t come right out and terminate a client/freelancer relationship. However, their dissatisfaction may make them overly critical. They may even be trying to get you (the freelancer) to quit. That’s why it’s important to try and discover the real reasons behind any criticisms you receive. Above all, avoid reacting to criticism in anger or defensively.
4. Client is too complimentary. Sometimes a client’s words are just too kind to be true. They may compliment you for doing something that you know was not deserving of a compliment or they may lavish praises on a job that was just okay. If you’re receiving compliments from your client that don’t seem sincere, perhaps they aren’t.
5. Client runs ad for work that looks suspiciously like your project. One of the biggest giveaways that you might be about to lose a client comes when you are looking for additional projects and notice that your client has placed an ad looking for a freelancer. On closer inspection, the ad seems to describe the work you are doing now. You may be able to discretely ask your client whether they are expanding their business to get to the truth.
6. You goofed up. Sooner or later nearly every freelancer makes a mistake. If you do make a mistake, your client is bound to be unhappy, which is quite understandable. If you don’t make the extra effort to smooth things over, your client may decide to replace you with a more careful freelancer. Also, put measures in place to make sure that the mistake is not repeated.
7. Your gut feeling. Sometimes everything seems to be going right with your client, but you have a gut feeling that something is wrong. Gut feelings shouldn’t be discounted. Your subconscious intuition may have picked up something about your client that your conscious mind has failed to notice.

If your client slows down their communication with you, make sure that you make extra efforts to check in with them regularly. If they are critical, make sure that you address each criticism. If you make a mistake, own up to it and offer to make it right for your client–even if it costs you some profit. The sooner you do these things, the better.

The best thing to do if you suspect that you are about to lose a client is to bend over backwards to provide unparalleled service. Do your best to become indispensable.

Of course, losing a client isn’t necessarily the end of the world. If it happens to you, then you can take measures to win the client back or you can move on.

Your Turn

Have I left out any reasons why freelancers lose clients? Without naming any names, share your thoughts about losing clients in the comments.

Have you ever won a client back after they left? If so, share what you did to get them back.

Image by Mr. Thomas

Nearly every freelancer eventually faces a communication problem with a client. Even those of us who specialize in clear communication sometimes have problems.

In this post, I’ll describe some steps that every freelancer can take to avoid miscommunication.

How to Avoid Communication Problems

Here are twenty-five ways that freelancers can dramatically reduce client communication problems:

1. Be proactive–Research and learn everything you can about your client and your client’s business before you meet with them. Find out what some of the common problems are your client’s industry.
2. Manage your expectations–Every client and every project is unique. While we can learn from past clients and projects, it’s important to understand that this client and this project may be different from what you’ve experienced in the past.
3. Listen carefully–Pay close attention to what your client says. Take notes if you need to, especially during a long meeting or a confusing discussion.
4. Pay attention to non-verbal signals like tone of voice or body language–Often words are not the only way that your client is communicating with you. Pay attention to their posture and facial expressions. If you are meeting by phone, listen carefully to your client’s voice for clues as to what they may be thinking.
5. Ask questions–If you are unsure about something, ask. It is better to ask a question now than proceed based on an incorrect assumption.
6. Repeat your understanding back to the client–It’s often a good idea to put what the client said into your own words and repeat it back to them. This can insure that you really understand what they mean.
7. Don’t forget about cultural differences–Different cultures communicate differently and may have different ways of conducting business. If your client is from a culture that is different from your own, make sure that you learn about the cultural differences before you meet.
8. Park your preconceptions at the door–It’s easy to jump to conclusions about a project or a person. Even if you suspect that this will be an easy project or this will be difficult person to work with, try to put those feelings aside until they can be confirmed. Preconceived notions can keep you from understanding what is really going on.
9. Be open to new ideas–You’re probably an expert in your field. If you weren’t, you wouldn’t be as successful in your field as you are. But even experts can sometimes learn from their clients. Make sure that you are willing to learn new things.
10. Avoid emotional words–Being a freelancer is a lot like being a diplomat. Some words are just too emotionally charged to have any place in a business conversation. Avoid those words.
11. Be understanding, not critical–As a professional, sooner or later you’ll probably be called in to fix somebody else’s mistake. Whether it be something the client did wrong or the mistake of a previous freelancer, don’t immediately start criticizing it. After all, anyone could make a mistake.
12. Don’t communicate when you’re upset–If you’re angry or hurt, then now is not a good time to talk with a client or send an email. Many freelancers have fired off an angry email, only to regret it later.
13. Check for typos and grammatical errors–Grammar and typos can cause your client to misunderstand you. If you do believe me consider that there’s a huge difference in agreeing to do a job for $10.00 and agreeing to do it for $1000. A misplaced period CAN make a difference.
14. Pay attention to your tone (especially online)–There’s something peculiar to online writing. You can type one thing and your client can perceive something that you did not intend. That’s why it’s important to check all emails to make sure your tone is appropriate. The best way to do this is to get someone else to read them before you send them.
15. Get it in writing–While this is true for all freelancing projects, getting something in writing is especially important for long projects. When a project drags out it’s just too easy for you or your client to forget the details of your agreement.
16. Better yet, get a contract–A great means of avoiding misunderstanding with a client is to get a signed contract that outlines the details. A signed contract also gives you some legal advantages if you have serious problems later on.
17. Get a partial payment upfront–A client who pays upfront is usually more committed to a project’s success than one who hasn’t invested anything yet. A client who doesn’t make an upfront payment may try to cancel before the project is finished, while the client who made the advance payment will want to recoup his or her initial investment.
18. Keep good records–Some miscommunication is due to sloppy recordkeeping. Don’t let this happen to you. Make sure that you document everything including: client meetings, original project scope, scope changes, and any other factors that affect the project.
19. Stay in touch–This is especially important if you are working on a long deadline. Don’t let too much time pass without touching base with your client. Often, just a short status to let them know that the project is on track is enough to keep them from worrying.
20. Be reachable by email or phone–You can’t be communicated with if you can’t be reached. Make sure that your client has a working email address and/or phone number that they can use to reach you.
21. Don’t make it personal–If your client criticizes your project or complains, remember that it’s not about you. Don’t take negative comments personally. Rather, try to find out if the situation can be resolved.
22. Share problems you are having–Too many freelancers wait until the last minute to let a client know that they are struggling or having problems. However, clients don’t like last-minute notification of problems (especially if it means the project will be delayed).
23. Ask for feedback–Your communication with the client is not over when the project ends. Instead, ask the client for feedback on your work and on the process. You may able to learn something from this project to help you with your next project.
24. Keep your materials (such as your website and marketing literature) up to date–Out-of-date marketing materials can also create miscommunication. If you’ve changed anything about how you do business, such as the rate you charge or the type of work that you do, make sure that your materials reflect those changes.
25. If necessary, find a mediator–In the most extreme situations, when a large sum of money is involved, you may need to turn to a professional mediator or arbitrar to resolve your differences.

What About You?

How do you avoid client communication problems?

Share your answers in the comments.

Image by Clemson