The Care and Feeding of Clients

July 10, 2007

Last week’s experience got me thinking about how to develop great client relationships. These are some of the things that I’ve picked up over the last two years that have helped me retain clients, or cut them loose when need be.

First of all, be confident in yourself and your rates. I have quadrupled my rates since I first began. Each time I’ve had a period of time where I’ve been uncomfortable with my new rates. Most of the time, people can sense this. I’ll throw out a quote to someone, and my language in my communication is screaming “I think this is too much!” I’ll get very few responses back. Then I’ll “grow into” the rates, come across more confident, and retain more work. Never second guess your prices after you’ve set them. Be firm, stick to your guns and believe clients are out there who will pay your rates.

Secondly, keep the lines of communication open! Be prompt in responding to e-mails. During the work week, people expect to receive a reply within a few hours. Don’t wait longer than a business day to get back to someone, especially if you’re working on a project for them already. People get nervous if you “disappear” after they’ve paid money for your services.

Keep your word. Deliver when you promise to. If you can’t make the deadline when you promised to, let your client know in advance. Some will be happy to give you an extension if you need it, but only if you tell them far enough in advance. There have been a few times that I’ve had to stay up all night to meet a deadline, but I did it because I wanted to do what I promised to do. There have also been a few times where I’ve adjusted my delivery date, but I’ve let the client know far in advance (at least a week). Do what it takes to keep your word, and give yourself enough lead time to get stuff done. If you think it will take you three days, promise it in five. You never know if you’ll have an emergency and will need more time. Plus, if you promise five and do deliver in three, your clients will be thrilled.

After the project is done, thank your client for picking you and ask them to keep you in mind in the future. Also, if things have gone great and you feel comfortable, ask for a recommendation that you can use with others.

If you hit a dry spell (and it will happen), and you’ve keep a great relationship with your clients, you can send out a mass e-mail and let everyone know you are booking new projects. You’ll be busy in no time.

Posted in Client Relations, Marketing