Grow Your Freelance Business With Killer Customer Service
Posted March 18, 2010 in Business, Managing Clients 25 Comments »
In these days of automated phone answering, online bill payments and support, and countless other technology-based, personality-disconnected offerings, quality customer service can often be hard to find. I’ve written previously about the opportunities our society can provide for freelancers. In this post we will focus on the elements of killer customer service freelancers can use to grow their business and keep clients coming back for more as well as recommending them to others.
My wife is in the process of getting her cosmetology license. Every day she has people sit in her chair and pay to have her cut, color or style their hair. As her schooling has progressed she has begun to build a significant number of repeat clients who faithfully request her services when making their appointments. In a recent discussion we were examining some of the main reasons we could identify as motivation for the return customers, and not surprisingly they all boiled down to killer customer service. Most of these reasons are transferrable principles that can be applied to any freelance business situation.
Show Personal Interest in Your Clients Early
From the moment my wife meets her next guest, she expresses an interest in them personally. Going beyond the usual “Hello” and “How are you” and asking more engaging and personal questions to encourage the client to share about themselves will not only communicate that you care about them beyond what they are going to pay you, but can also give you valuable insight into their personality, life situations and other things about them that could impact the services you provide. Eliminate the thought that this is taking “extra” time and just include it as part of your process.
Listen to and Embrace the Client’s Vision
Regardless of whether or not you believe the client is always right, it is important to have a clear understanding of what they want. Have you ever gone to get your hair cut and the stylist gave you something different than what you asked for? Or they asked you what you wanted, then proceeded to tell you that your desired cut wouldn’t look right and suggested something entirely different?
Yes, typically freelancers are hired because of their experience and expertise in their field. Does that mean ignore the client’s request and give them what you want or think is best? Most often this will not result in a good experience for the client, and quite possibly could end up either driving them away before the project ever starts or inspiring negative feedback and word of mouth when it is completed.
Take time in the beginning and during the project to ask and listen to what your client wants. Don’t refrain from offering your expertise and advice, but be sure to listen and respond to your client’s desires and vision.
Build Relationships That Are Also Friendships
Throughout the appointment my wife will keep the conversation going with a myriad of topics, primarily allowing the client to lead and direct the conversation and avoiding focusing on her own life situations. Finding common ground with what is going on in the client’s life or their interests always eases their mind and helps them feel important and valued.
Try starting and nurturing a relationship with your clients that focuses on them while simultaneously sharing some of your own commonalities to enable them to get to know you personally. Most people like to share about themselves, and you can never go wrong by encouraging them to do so and showing a genuine interest in who they are and what they may be going through. A killer freelancer-client relationship will be strengthened by the personal involvement that breeds trust, confidence and compassion.
Know and Believe in Your Upsells
In the salon industry there is a significant focus on selling product to every customer that purchases a service. This is where a good portion of the industry’s profit is made, and a stylist must therefore be a good salesperson on top of being skilled in their craft. However, as with any successful merchant, the most sales are made when the salesperson truly believes that what they are offering will benefit the customer. Have you ever had someone try to sell you something that you knew they would never actually buy for themselves? It rings false, and typically the sale is not made.
Whatever your business, it is important to know the various additional benefits you can suggest to your clients, not solely for the extra income, but because you know it is in their best interest. Everyone wins when your client listens to your advice and gets the best end result, even if it costs them something extra. Be sure to keep current with the best offerings in your niche and the types of projects that will benefit from them the most.
Create a Memorable Experience
One of the main expectations my wife’s customers have is to walk away from their time with her having had an experience, not just a haircut. From personal interaction, to the various scented shampoos and conditioners, to the background music, to the head massage, to the final result–all of the senses are engaged in an overwhelming experience that they depart from with a strong desire to return to again.
What are some things you can begin doing that would make your clients appreciate and remember the experience of working with you? The smallest touches can make a huge difference. Some of the things I have done for my graphic and web design clients include status updates via a friendly email, Skype chats and conversations to review or discuss the project, website launch celebrations, thank you cards in the mail and more.
Of course, your own type of business and personal style will dictate the things you might do to go that extra mile for your clients, but why not start now? Providing an experience for your clients that they remember fondly will always encourage them to tell others about you as well as return for more whenever they need to use your particular services again.
Share Your Thoughts
What are some different or unique ways you provide killer customer service for your clients? Have you ever related your clients’ experience with you to a visit to the salon? How about another similar avenue where customer relations are required? Be sure to share your thoughts, experiences and suggestions in the comments below.
Image by marielliott
About the author: Brian is a freelance web & graphic designer with over 15 years' experience. His business bkmacdaddy designs specializes in completely custom WordPress, Joomla, Magento & CSS/XHTML websites as well as logo design, brand identity, social media management and more. Brian is a father of 3 and madly in love with his wife of many years.
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25 Comments
King Sidharth
March 18th, 2010 at 8:49 amI can’t agree more. I do that all the time and never need to find new clients.
George Passwater
March 18th, 2010 at 8:51 amNice post.
This is so true. Finding out what your clients want and building that relationship is so important before, during and even after the project. The better the experience from the beginning for your client, the more they will trust and like you – most clients will buy from someone they trust and like.
It is really good to give that overall customer experience. I have found some relationships that have started as professional and are now good friends personally. I truly care about my clients and I make sure they have the best experience from me.
Thanks again for this great post.
Jordan Walker
March 18th, 2010 at 9:30 amOnline content is king in websites, just like customer service is king in freelance business!
Glenn Sorrentino
March 18th, 2010 at 9:42 amAny businessperson should follow these guidelines.
Melek
March 18th, 2010 at 10:00 amMany of my clients are now really good friends, and most of that came from being personal with them and helping their business grow via my design/business skills. Great article.
Beth McLain | Web Designer
March 18th, 2010 at 10:13 amCustomer service is key to maintaining your clients. Thanks for more helpful tips and things to think about.
Amber Weinberg
March 18th, 2010 at 11:59 amAlways delivering ahead of when you say you will and answering emails almost instantly when possible have been great ways for me to serve my clients. They love freelancers who are personable and easy to talk with as much as they love the freelancer who does good work, if you can be both, you’re gold :)
Natalia M. Sylvester
March 18th, 2010 at 12:43 pmI agree with Amber; keeping an open line of communication is so important. I try to adapt to what forms of communication my client is most comfortable with, whether it’s email or phone.
Always delivering on time is so important, too. I’ve never (knock on wood) missed a deadline, but have been on the other side of the equation, and have had work promised to me that wasn’t delivered on time. In each case, I would’ve been perfectly okay with receiving a quick status update to let me know it might be one or two days late. We’re all human, and I can understand unexpected circumstances, but what I don’t appreciate is being left in the dark. So with my clients I always try to keep them in the loop so they know I’m on it and that I have their needs in mind.
Peter Burgin
March 18th, 2010 at 10:35 pmI could not agree more.
There were some studies–I can’t remember by whom offhand–that proved that consumers (and clients) put more value on customer service than many other factors. If the customer service was good, if it left them with what they wanted and a sense of being valued, they were willing to forgo other options to feel that way.
Customer service is important and it’s something to keep in mind. Think of how frustrating it is to talk to a customer service representative at many large corporations–the hold music, the many different transfers until you speak with someone who knows remotely what you’re after. That frustration is definitely not something we want our clients to feel.
Loveleen Kaur
March 19th, 2010 at 1:28 amI agree that warmth and friendship does help in business..
but all this comes at a price of more expectation of freebies and extra effort.. :D
easier said but difficult to sustain..
Mike B
March 19th, 2010 at 4:53 amI think being on the ball and calling customers keeping a dialogue open through the design process is key. When a client feels like they are important then they are going to feel confident that they made the right choice to hire you.
Brian McDaniel
March 19th, 2010 at 12:57 pmThanks for all of your great input, everyone! I think the additions of delivering on or ahead of time, keeping open and ongoing communication throughout the project, and answering emails almost immediately are excellent suggestions as well. In short, you really can’t go wrong by over-emphasizing excellent customer service and an appreciation and respect of your client as a person. Thanks for the great discussion!
Issa
March 19th, 2010 at 1:32 pmHi Brian,
Interesting insights you’ve got there. I believe that going the extra mile always give me an upper hand in freelancing.. specially when I’m dealing with loyal customers or repeat clients. Thanks for the tips mate!
Alex Cican
March 20th, 2010 at 7:46 pmGreat tips!
I inherited the idea that always someone will do a better job than you do, be cheaper than you, but where you can have an advantage is how you treat your customers!
It is also the only and most powerful tool against big corporations who try to automatize and exclude people from the equation as much as possible.
Regards,
Alex
Mario Peshev
March 21st, 2010 at 3:54 amThat is quite true, but there are some cons about the friendship when you are building mainly business relationships. It becomes harder to negotiate when you have friendship status with your client as well. Most of my clients are related to me at some point – they are my personal contacts or friends of friends, therefore they need something more than negotiated. If you cut their requests (because of them not willing to pay more or expect that their additional needs are all inclusive), therefore you can ruin the friendship.
So it is crucial to explain in the very beginning that you negotiate of something and that is what you will deliver (probably with more emotion with you). If any additional requirements are set, you are not a magician and you need the extra time (respectively payment) in order to deliver.
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Joyería
April 19th, 2010 at 1:24 pmYeah, great customer service is what makes a business stand out and its clients recommend it to others. You should focis on that.
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