Why You Are Losing Clients (How to Stop)
Posted February 17, 2010 in Managing Clients
We spend a lot of time on Freelance Folder talking about marketing. That is because good marketing is very important to a freelancer’s success. It is important to get those clients in the door and signed up for your products or services if you are going to earn enough to really support yourself as a freelancer.
For some freelancers, though, that “in” door is actually a revolving door. If this is you, it may seem that no sooner do you get a client signed up for your products or services than they leave. You have no idea why you are losing clients, but you know that it has to stop.
This post should take some of the mystery out of why freelancers lose clients. It will also provide some tips for how to hang on to the clients that you do have.
Eight Reasons Why Your Clients Leave
There are many reasons why clients stop doing business with a freelancer. While we may never know all of those reasons, we can identify (and correct) some of the most common problems that clients have with freelancers.
Here are eight common reasons that clients stop working with a freelancer:
- Missed deadlines. In general, clients like freelancers who meet their deadlines. They want to know when they can expect a completed project. While most freelancers occasionally miss a deadline, frequent missed deadlines give your client the impression that you don’t care about them. If you must turn a project in late, contact the client and let them know when they can expect the work.
- Lack of communications. While no client has the right to expect a freelancer to be “on call” 24/7, they do have the right to expect timely answers to their questions. No client should have to wait days or weeks to get a response from a freelancer. If you will be going on vacation or otherwise unavailable, let your clients know ahead of time as a courtesy.
- Quality. Do you take shortcuts with your work? If you do, guess what? Your client can tell. The quality of your work demonstrates how thorough you are. If your work is poor or has to be redone, don’t expect your clients to stick around. You can solve this problem by having someone else check over large projects or by double-checking your work yourself.
- Talking too much. Many freelancers enter a project with a set agenda in mind–their own. Good listening skills are vital to the successful freelancer. Not only do you need to find out what the client wants, to do the best job for them you also need to find out why they want it. The only way to do that is through listening.
- Not fulfilling instructions. Nothing makes a client more upset than a freelancer who ignores their instructions. Read the project assignment over carefully until you are sure that you understand what the client wants. If you have a question about something be sure to ask it. It’s better to ask a question early than have to do rework later.
- Not keeping up with your field. What year is it? Do your business practices reflect the current trends and knowledge? If your work is out of date, then clients may want to go with a freelancer whose skills and knowledge are more current. This is why it is important for freelancers to make time to learn new things.
- Dishonesty. This should go without saying, but unfortunately there are a few dishonest freelancers out there (just as there are a few dishonest clients). My best advice to you: don’t be one of them. Any so-called benefits that you may gain through your dishonesty will be far outweighed by the hit to your reputation.
- Personality clash. Freelancers are people. Clients are people. Once in a while, they just don’t get along. While a good freelancer should be professional enough to work with many different personality types there are a few times when a freelancer should just acknowledge that they aren’t person to work with this particular client.
There’s good news, though. You don’t have to keep losing clients. You can stop the revolving door. To learn more, read the next section.
How to Keep From Losing Clients
The most important step that you can take to keep from losing clients is to recognize that you have a problem. Once you acknowledge that clients are leaving your freelance business you can begin to determine why they are leaving and take steps to correct the problem.
You can start out by reviewing the list above. Do one, or more, of these categories describe you? If so, you know what you need to do to solve the problem. Stop the offending behavior and you should start to retain more clients.
If you don’t fit into one of the categories above, don’t panic. It’s possible that you are losing clients through a misunderstanding. You may have to ask your clients why they are dissatisfied. Conduct a friendly survey of clients who have been inactive for more than a specified length of time.
How Do You Retain Clients?
Share your experience.
Have you solved a client retention problem? What did you do?
Let us know in the comments.
Conversely, are you the client of a freelancer? What would make you stop using a particular freelancer?
Share your answers in the comments.
Image by carbonnyc
Related posts:
- Get Your Clients to Stop Comparing Rates
- A Simple Way To Stop Clients From Rejecting Your Proposals
- How To Stop Scrambling For Clients And Get A Steady Stream Of Paying Gigs
- Designing An Accessible Site Without Losing Your Mind
About the author: Laura Spencer is a freelance writer from North Central Texas with over 20 years of professional business writing experience. If you liked this post, then you may also enjoy Laura’s blog about her freelance writing experiences, WritingThoughts. Laura is also on Google+.
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45 Comments
Miami Web Design
February 17th, 2010 at 9:46 amFirst at all, sorry my terrible english!
About 2 years ago, we were losing clients. Why? A strong overload in our production, we NEVER say NO to any client. At the end of 2008 we had huge problems to finish all the ENORMOUS amount of work and websites that we had to deliver before the end of 2008.
On January 2009, we lost a lot of clients, loyal clients, new clients, EVERYTHING!
What did we do? We start to use a project manager, we change the way we organize our production and, the most important thing… WE START TO SAYING “NO”!!!!
From that moment, we never lost one single client!
Take care, best wishes to all freelancers!
Fran.
Richard Georges
February 17th, 2010 at 10:48 amIt is always helpful to decline work that you cannot complete on deadline. Be honest with your client if you are swamped and will be hard-pressed to finish on time, or give the type of attention you require to maintain your standards. Keep your open jobs at a manageable number and schedule your work accordingly.
Lucian
February 17th, 2010 at 11:04 amAll of the points mentioned in the article are common sense and you can lose clients if you don’t follow them.
Quality of work and comunication with a client, are the key for a successfull relationship. Overpricing can also be a sureway to lose a client so make sure you charge what is fair for the quality you provide.
Johnny
February 17th, 2010 at 11:18 amIf there is a long period after completing a project, sometimes clients have a way of never being heard from again too. Sending an email to check up how that last project worked out and, maybe offering a sale on your services, can let him know you are still there and increases the liklihood that you’ll be rehired for another project in the future.
Laura Spencer
February 17th, 2010 at 11:19 amThanks for sharing your experience Miami Web Design. It sounds like hiring a project manager was a good move for you.
Richard Georges honest is crucial. I think often freelancers are unintentionally dishonest with clients because they are dishonest with themselves. They think that they can get more done than they really can.
Hi Lucian — While a lot of this post may seem like common sense, I guarantee that there are freelancers out there making these mistakes in their business. You do bring up a great point about pricing. The freelancer should always be aware of what the market range is for your field. While it’s not necessary to charge the very lowest prices, your prices should be competitive with your peers.
Sharon Hurley Hall
February 17th, 2010 at 11:43 amI agree that turning down work you can’t complete is a good step. Sometimes clients choose to wait for you to be available, but then they know up front when the work will be completed.
I also find it helpful to contact clients who have gone quiet to check what’s happening with them; occasionally this results in follow-up work, but at least it lets them know that I’m available.
Laura Spencer
February 17th, 2010 at 11:49 amSharon, That’s a great tip!
It’s easy to forget about past clients who are inactive when you’re busy and sometimes freelancers are afraid to “bother” them, but really contacting them is just part of getting your name out there. Perhaps they didn’t intend to stop using you at all, they just forgot about you or lost your contact information.
Travis
February 17th, 2010 at 12:45 pmThe best way to retain clients is to simply be honest, available, and dependable. If you say you’re going to do something, do it. If your client needs you, answer the phone. And if you screw up, address it before they do, and get it fixed!
John Riley
February 17th, 2010 at 2:14 pmWe all know that clinet buyers want to get the low price because that’s part of their job description. However, there are still buyers who recognize added value and are willing to pay a bit more to get it. However, there is another factor that influences the buyer to stay or go with his independent freelancer. In serving a client, I always ask my self one question and keep asking it…..”what will make this buyer look good to his boss? Maybe its quality, fast turnaround or something else. Once I know the answer, I make a big effort to excel on that one or two things. By using that as my guide, I have been able to keep a good number of clients over the years.
paul
February 17th, 2010 at 2:33 pmOne of the things I have partially started to do is send an email newsletter. I created a Mailchimp account, and I added all my past and present clients there.
Then from time to time, for example when I redesign my site, or add a portfolio item, or add a service I send the newsletter. I’ve only done it once though :)
The idea is also to learn to design email newsletters.
About accepting new work, sometimes I get a request, but it can take days or weeks before the client actually gets the design brief and files to me, so I can have several negotiations going on at a particular time. I have to gamble that I don’t close the deal on all the projects on the same day!
Amber Weinberg
February 17th, 2010 at 2:53 pmLike others have said, turning down work when you’re busy (refer them to another good freelancer and often they’ll still come to you for other work) and being good at communication. Even if I have no new news to report to a client, if a few days go by in an open project, I’ll shoot them an email letting them know I’m still waiting on X or am doing Y. They really like that.
Jesaka Long
February 17th, 2010 at 2:53 pmEven if this might seem like common sense, it’s a good refresher to make sure you’re doing your best for every client, every time. I did lose one client that had looked like it would be a long-term relationship. In the end, I think it’s because I wasn’t physically in the same city. However, I also probably should have followed up more, such as emailing him weekly instead of “waiting patiently” for feedback. Lesson learned!
Laura Spencer
February 17th, 2010 at 3:22 pmGreat tips guys!
I really liked Paul’s suggestion about creating a newsletter. I think that’s a wonderful way to stay in touch with clients. (Be sure to give them a way to “opt out” if they don’t want to receive it.)
Amber, you bring up a really good point. I know that clients worry when a lot of time passes and they haven’t heard from their freelancer. Especially if it is the first job you have done for them.
Jesaka–The fact that you are willing to learn from your experience already puts you ahead of the game. Next time you’ll know what to do when faced with a similar situation.
Joanna @BOCOCreative
February 17th, 2010 at 5:35 pmAlways deliver more then promised. Just a little something makes the client positively surprised. Also, as far as being honest, I make sure my clients fully understand their options and clearly understand the deliverables. Communication is key!
Susan Johnston
February 17th, 2010 at 6:25 pmGood advice! But I think you mean “following instructions,” not “fulfilling instructions.” Just today I had a client remark that “you’re great, because you always ask if there are questions, so I know you’ll get it right.” I thought asking questions was common sense, but I guess not everyone does. And when you do, it gets noticed!
Ashley Doughty - Pixel Lily
February 17th, 2010 at 9:48 pmThese are great tips!
Currently, I seem to be losing potential clients once they receive my quote.
I always send a detailed write-up of what is included in the quote and everything they will receive. I think it has been sticker shock since these clients have never had a website before and do not understand what to expect. Does anyone have any tips on how they avoid this?
Chuck Spidell
February 18th, 2010 at 3:39 amIf you deliver consistent, high-quality work, you’ll never lose a client. And they’ll refer you new business. It’s worked for me for 10+ years.
Ashley, consider offering flexible payments to clients: halves and thirds. Let them make payments via PayPal and by check. A lot of small business owners need some flexibility when it comes to that initial payment. Also, back up your initial contact with a few recent websites you designed. Potential clients like to see proof and value in your services. Finally, get them on the phone when you start discussing payment as ask if they’re comfortable with the budget.
Nish
February 18th, 2010 at 12:26 pmI have following problem. Please tell be how to solve this
1. Client says that I give high quote and I can’t give lesser quote than that.
2. Some client say I will pay you one’s I like your design. They want me to design homepage for test. I can’t afford to give test.
How to convince client that I can design good website than others? (These clients even appreciate my portfolio)
3. How to convince client to make down payment?
Laura Spencer
February 18th, 2010 at 12:45 pmChuck,
Your advice on being flexible is right on target.
A similar approach that I’ve seen that might help Ashley and Nish is to offer various levels of service. For a low level service package you offer less, but the charge is also lower. For your highest level of service, you’ll do everything you can possibly do–but the client pays a premium price.
This approach allows the clients who are unsure of how much they want to spend to get their feet wet. If you can satisfy them with the low level service package you may be able to convert them to a more premium service level later on.
New York Web Designer
February 18th, 2010 at 1:59 pmReally great Tips. In my opinion Lack of Proper communications is the major problem for losing clients. Because the actually idea is not conveyed to the client.
New York Web Designer
February 18th, 2010 at 2:03 pmReally nice tips. According to me lack of proper communication with the client is major problem for losing a one. Because the idea is not conveyed to the client or he would have miss-understood it .
DesignFacet
February 19th, 2010 at 12:05 amGreat article, I enjoyed reading it.
David Stevenson
February 19th, 2010 at 3:30 amI’ve certainly been guilty of overloading myself by never saying “no” to a project. It’s usually a no-brainer if it’s a project outside of my capabilities (those are the easy ones to turn down). It’s the ones that I am very well qualified to handle that get me into trouble. I’ll have to make an extra effort to be more realistic, because my reputation as a reliable designer is much more important than a few extra bucks that I may never see due to a missed deadline.
GREAT ARTICLE!
jeffatrackaid
February 19th, 2010 at 11:47 amI’ve seen many small ( < 5) web development shops struggle over the last couple of years. Why?
Not keeping up with your field.
They failed to embrace social media, they failed to adopt new content management systems, they failed to leverage new technologies.
Working as a managed service provider, I've found that we can keep our clients happy by continually adding new services that provide greater value than the ones that they replace.
I like the fact that "Cost" is not on your list. I find you rarely lose clients due to cost. Often it is a cover for some other issue.
AlchemyCode
February 22nd, 2010 at 2:27 amGreat post. As far as this article is concerned i’m guilty of talking too much :)
Jeff Woodruff
February 25th, 2010 at 4:37 amGreat tips for a somewhat newbie freelancer. I’ve been doing web dev / design for many years now but thought I might take it upon myself to to do freelance work aside from my day job. After all designing and developing is what I enjoy most. My problems isn’t clients leaving me (thus far) but rather prospective clients delaying for so long that I eventually move on to the next project that comes my way and failing to maintain communication with the prospective ones. Either way this article provide some great insight into what I could come across in the future. Thanks.
David Alan Moore
February 26th, 2010 at 10:16 amIf you make a mistake, own it, correct it and attempt to understand how it happened so you can avoid it in the future. And since the person you’re reporting to probably reports to someone else, be willing take your admission of error up a level. You don’t like getting blamed for something someone else failed to do or did incorrectly — your clients are no different, and will appreciate your honesty.
Of course, never ID or acknowledge a problem or error without also offering — or already putting into place — a solution. Honesty is great. Honesty + answers is even better.
Leisa
November 21st, 2010 at 6:27 pmGreat ideas as always.
Nish, I have a couple of suggestions for you.
As far as your prices being too high for a particular client, can you design packages? In other words, can you have a “Bare Bones Package”, “Deluxe Package” and “Super Deluxe Package” with services for each? Put them side by side on your proposal, so the client can compare the packages and possibly upgrade in the future.
Also, as far as designing a free home page– don’t do it. They are hoping to get it for free. Just show them the home pages that you have already designed in your portfolio. Tell them that once you learn about their product or service, you will be able to design a home page like so many of the ones already in your portfolio.
HTH
cheap printing
December 27th, 2010 at 6:30 amI find that taking care of your clients will help you retain them. If you take your customers for granted you will indeed suffer, people underestimate the power of customer service and assume that it’s all about price. Particularly in the printing industry there are many who promise the world and deliver nothing.
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