The Freelancer’s Guide To Dealing With Non-Savvy Clients
As freelancers, we know that there are different types of clients, all with unique needs and requests. It’s quite obvious because clients are human beings after all and they ought to have different tastes and perspectives. One of such clients some of us usually consider being the freelancer’s nightmare, is the non-savvy client.
I’m not just talking about the non tech-savvy clients, but about all of those who have no idea how this web-working thing works, ask tons of questions and seem to do everything they can to pester you.
So, how do you handle such clients? Do you get frustrated and call it quits? Well, if you dread such clients like anything then here are some things that should help you deal with them. Let’s all help each other out, that’s what the comment section is for! Please share your own tips and tricks with the rest of us!
Be Upfront
It’s easy to spot a non-savvy client, you just need 15 minutes on the phone. Once you find out, you need to make sure that you give him the details about the entire process, the time you will take to complete certain tasks and for the whole project and when you expect to get paid.
It’s important to be very candid and tell him what he should and shouldn’t expect from you. If you feel that he might bombard you with emails or phone calls then tell him that you will email him twice a week and keep him informed on how everything is going. Of course letting him know you’re available if he has any questions. Basically let him know you are available for him, but make sure he knows you’re working and trying to get as much done as possible.
Being upfront during the first conversation can help set expectations with the client and avoid any misunderstandings in the future.
Communicate
It’s important to listen actively to such clients and understand their expectations. You should not be the only one talking. Remember, communication is a two way street. Once you realize that the guy on the other side doesn’t know much, don’t dominate the conversation, ask questions instead, let the client talk and give you as much information as you need. Always ask to clarify if you’re not sure.
Remember that each of us have our own skill sets and it’s the same thing for our clients. For example, the guy may be new to to web-design, but maybe he’s a branding expert. You client may have experience in something the project can benefit from. You should never sound condescending while talking to him and always be humble and patient.
Avoid The Technical Jargon
This is an important thing to keep in mind and it’ll help you a great deal in making the communication process with your client smooth and effective. Avoid using terms that are technical and limited to your field of expertise. Try and explain things in layman’s terms using examples.
Using simple language will serve two purposes:
- The client will be satisfied with your explanations - You look good
- He/she won’t start bombarding you with emails asking tons of questions you already answered - You both save time
Go The Extra Mile
I used to work in the customer service department of a multinational firm. During our training we were taught that the customers who seem irritated or annoying initially tend to be the most appreciative ones in the end, provided you resolve their problem and go that extra mile to help them out.
This is true with your clients too. The only thing a client asks for is attention (especially true for non-savvy clients). If you go that extra mile and help them out or probably teach them about a thing or two, then these clients could turn out to be your best contacts bringing in more work your way. I always see a non-savvy client as an opportunity, not as an obstacle or a nightmare and go that extra mile to help.
Your Turn Now
So what’s your take on this? What are your experiences in dealing with these clients? Share your stories, tips and tricks in the comments below! :)
Cheers,
Abhijeet Mukherjee
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About the author: Abhijeet Mukherjee is a blogger and freelance writer. He is a regular contributer for many blogs notably including DumbLittleMan.com and MakeUseOf.com. He also maintains his own blog about tech tips, productivity hacks and blogging tips - Jeet Blog
10 Rockin' Comments
July 14th, 2008 at 6:55 am
Very well put together tips & points. For me, I never really let it annoy me, it’s only when they start preaching to you the best way to do things; because they’ve seen it on one of their competitors site. No matter how much you try to explain why animated .gif text won’t make them look more “professional.”
A lot of these clients are too scared to let you do your own thing, and have very old fashioned views about what they want to see. I think you need to build trust and reassure them that you know what will look good, and as long as you can explain yourself and your reasons behind your decisions then you’ll probably find it a little easier.
July 14th, 2008 at 7:07 am
I agree with Liam! There are some clients that really fit this: http://makemylogobiggercream.com/
But we still love them :)
When I get the ‘I really like what this other designer did, can you do exactly that?‘ or the ‘can you make the text blue-ish and the black background a touch darker?‘ I can’t help but wonder why they hired me (not complaining though :) ). Usually everything goes real fine (even with those clients), it’s just a matter of making sure we’re on the same page. (ok, sometimes there’s lots of pages hehe)
July 14th, 2008 at 7:18 am
That’s right Liam and Jon. Trust and reassurance are important ingredients for a good and meaningful communication with your clients.
July 14th, 2008 at 1:39 pm
I’ve found that taking the time to explain things in layman’s terms, and making sure the client is an essential and important part of the process (and that they know that) has earned me a pretty devoted and loyal following. It’s my job to know all the jargon and tech stuff, not theirs. It literally pays to remember that :)
Great tips, thank you!
July 14th, 2008 at 2:03 pm
yep, the comments are dead on too. i guess it’s all about patience. i just try to think of the really non-technical clients as my grandparents. Would i yell at Grandma or Grandpa? of course not…I’d explain it to them. That works well with really slow drivers too :)
July 14th, 2008 at 2:26 pm
When I worked as a programming freelancer I found that giving my customers a literal picture of my ideas worked best. Seriously a good flowchart or graphic practically explains itself. How come you didn’t add “give them a picture” this to your list of things to dealing with non-savvy clients? ;p
July 20th, 2008 at 4:18 pm
People often look at infuriated clients and figure they’re a lost cause. They think they should fire any clients who are upset. But it’s easy to forget that the clients who get angry and tell everyone are the same clients who tell people when they’re delighted. As you wrote in the article, sometimes those angry clients are the ones who are the most appreciative when their problems are solved. So, where it seems feasible, look to solve problems for your clients — and encourage them to tell positive stories. People who get involved with you and your brand can often do a lot to build your business…even if they start off angry.
July 21st, 2008 at 1:23 pm
Daniel Will-Harris had a very interesting take on this by creating a nicely typeset document he gives to his client.
http://www.will-harris.com/des.....gners.html
I thought it was an interesting read.
July 25th, 2008 at 2:28 am
Awesome list!
I’ve been known to vent with the best of them, but then I overhear others venting about customers like this and it feels wrong. So I’d like to add two more.
Be Understanding: There are things out there that you don’t know and that other people do. Wouldn’t you be very appreciative if they took the time to let you know they understand and are willing to help?
Be Patient: Sometimes that non-savvy client needs a little time to let things gel. In this situation, I like to let them know that I realize I’ve given them a lot to digest. I suggest we take a little time and get back together. During that time, I make myself available for informal questions and discussion.
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