How Freelancers Can Improve Customer Service at Each Phase of the Client Cycle

As a freelancer, bidding for jobs is stressful because there are often several highly skilled people bidding at the same time.  While it’s easy to imagine that pricing and portfolio are the most important factors in landing a project, I’d like to argue that what truly matters is how valuable the client feels you are.

By providing exceptional customer service from the moment a prospective client contacts you, you’re able to stand out from the laundry list of qualified freelancers vying for the same positions.  At the end of the day, pricing and your portfolio are only a piece of the puzzle. Great customer service builds great working relationships, and it’s relationships that land you jobs.

Winning a Bid

Exceptional customer service starts before you’ve accepted a position. It starts from the first phone call, meeting, or request for a proposal. Here are three simple ways to help you stand out prior to winning a bid:

1. Do Your Research: It’s your job as the expert to find out what the client wants before you meet them, and then present to them what they need when you meet.  Ask some simple questions ahead of time like: budget, general expectations, time-frame, etc. Ask them for examples of work they like (if relevant) and any other information you might need to begin.  This way, your initial meeting can skip the basics and instead start showcasing how you can meet their needs.
2. Know The Client:  Does your prospect sell a tangible product? If yes, buy it. Understanding what the client does makes you far more capable at determining what they need.  If they don’t have a product, check out their website and social media sites to get a feel for their brand and what exactly they do.
3. Follow Up: Thank the potential client for their time, sum up any points that were agreed in the meeting, and tell them you’re looking forward to meeting them again to walk through your proposal. This allows the potential client to see that you are organized and have the ability to drive a project forward.

Presenting the Quote

When a customer is on the verge of making a purchase decision, they need to feel confident they’re being taken care of, with their best interest at heart.  Consider these simple tips when it comes time to bid.

1. Charge Your Worth:  Be confident enough to quote a price equal to the value of your work, not the price you think the customer can afford. Your proposal will showcase your ability to meet the clients needs, and your customer service will make them feel comfortable and confident that you are the best for the job.
2. Be Direct: Once you present your proposal, ask the client directly, “Would you like me to help you achieve the goals we’ve discussed?” This displays confidence and ensures your desire to work on the project.
3. Bring A Contract:  Yes, you may need to negotiate specifics; however, allowing your client to walk away with a contract ensures you are that much closer to closing a deal.

Managing the Project

Winning a bid is only half the battle.  To build lasting relationships, clients must feel that you pay attention to their needs, are timely, and deliver on your proposal.  To ensure your client is happy throughout the process, try these simple tricks:

1. Ask For Feedback:  Set clear goals throughout the project, and ask for feedback along the way.  This will help to avoid any mis-communication and allows the client to feel involved in the process and decision making.
2. Hit Your Deadlines:  As a general rule, complete your work ahead of schedule.  Missed deadlines are a HUGE no-no.When quoting for a job, consider the time it will actually take, and then add 10 -20% more time.   This allows you some wiggle room for unexpected issues AND your client will view you as a dedicated worker.

Finalizing the Project

The project may be finished, but the relationship isn’t.  Try these simple techniques to turn a one time client into a repeat customer:

1. Keep In Touch:  Send an email every now and again to check up with the client and see that everything you worked on is going smoothly.  If you know anything personal about the client (their son’s name, favorite basketball team, etc.), add this personalization into your emails.
2. Ask For Testimonials:  If you have a satisfied customer on your hands, use it!  Happy clients are more than willing to speak positively about you and the project, and positive testimony is the key to future clients
3. Ask For Recommendations:  There is no shame in asking a client if they know of anyone looking for the skills you provide.  See if they would be willing to introduce you directly to new potential clients.
4. Be Proactive:  Each year, review your client base and look for opportunities to provide assistance. If you are a designer, you might offer assistance with small website changes or an overall branding guide. You never know when a client might send work your way simply because you popped up on their radar at the right time.

Remember, great customer service is paying attention to the simple things. To truly build your freelance business, you have to do everything your competitors do, and then some. Your job as a freelancer should be aimed at building lasting relationships with your clients in order to drive future growth.

Do you have anything to add?  Let us know in the comments below.