Freelancefolder

Why the Client’s Directions Are Even More Important Than You Think

Posted July 8, 2011 in Getting Clients, Managing Clients

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Would you like to get more repeat business from your current clients?

Most of us would probably answer that question with a resounding “yes.”

One easy way that you can set your freelancing services apart from others and stand out in your client’s mind is to follow your client’s directions.

Surprisingly, based on what I’ve heard from clients there are quite a few freelancers who ignore all, or part, of their instructions. When you pay attention to what the client originally asked for and how they asked for it, you immediately stand out as a freelancer who cares. In this post, I’ll discuss how you can show the client that you are following their directions.

Why Follow Directions?

We all know that sometimes clients are wrong. That being the case, why wouldn’t a freelancer simply ignore the parts of a client request that they feel to be incorrect and deliver what they feel is right for the client?

The answer can be found is one word–RESPECT. Quite simply, it’s disrespectful to totally ignore a client’s request and do whatever you feel is right without discussing it with the client first. Plus, the client will likely pick up on your disrespectful attitude and hesitate to hire you again.

What’s the right thing to do when you disagree with a client?

The right thing to do, although it can be a little frightening for a freelancer, is to discuss your differences with the client before you make any changes to their project. Often, if you can provide a good reason for why you want to go a different direction than your client originally proposed, a client will agree with your change.

A Client Request Checklist for Freelancers

Are you really following all of the client’s instructions? Here are some areas that freelancers often overlook:

• Contacting the client in the way in which they request. Communication with a client starts before the freelancer starts work and continues throughout the project. Many clients specify how to contact them and how frequently. It always amazes me how many freelancers apparently ignore the client’s instructions regarding communication with them.
• Delivering what the client didn’t ask for. Sometimes this happens through an innocent client/freelancer miscommunication, but often this problem could be cleared up by simply asking a few questions of the client before the start of the project. Again, if you have a different idea of what the project should be, be sure to tell the client and be prepared to defend your idea.
• Delivering an incomplete project. If the client is paying for a completed project, they have the right to receive a completed project. Surprisingly, many freelancers turn in work that isn’t really done. (I’m not talking about projects that need a few minor revisions, but rather projects that need to be redone.) This is no way to make a positive impression on a client.
• Ignoring the deadline. This is probably the single biggest problem that I hear clients complaining about. While it’s true that some deadlines are arbitrary, many others are tied to a project date and missing the deadline for your piece of the project could through the whole project off. Be sure to notify your client of any anticipated delays or emergencies that could delay the project.

Show the Client That You Are a Professional

You can show the client that you are a true professional by avoiding the problems mentioned above.

Here are some tactics to try:

1. Before changing the way that you communicate, acknowledge the client’s original request. You could say something like, “I know that you requested that I call you on Fridays with a status, but would it be okay to sometimes send an email instead?”
2. Avoid delivering what the client didn’t ask for. A good way to make sure that you understand what the client wants is to put the project requirements in your own words and have the client confirm your understanding of what they want.
3. Make sure your project is complete before you turn it in. Sometimes, solving this problem is as simple as double-checking your work. If you are having trouble finding the resources you need for part of the project, let the client know.
4. Whenever possible, turn your projects in early. You can say something like, “I got this done a little early, so I thought I’d turn it in now.” Not only does this make a positive impression on the client, it gives them extra time to review your work.
5. Make suggestions for next time. Don’t forget the consulting part of being a freelancer. Remember to provide the clients with helpful suggestions that are related to their business and target market.

Using the tactics above may initially require a little extra effort on your part, but ultimately it shows the client that you are a professional who really cares about their business. Next time they need a freelancer, they will be much more likely to choose you.

Your Turn

How do you demonstrate your professionalism to your clients?

Share your experiences in the comments.

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