Getting Client Information — And Keeping It Organized
I have one client with a two-week cycle for invoices, who is always out of the office on Mondays. I have another client who pays invoices on a monthly cycle and wants copies of all projects sent to three different stakeholders.
Remembering these details about my clients are crucial for making sure they remain my clients, but I certainly have no hope of remembering all of it on my own. To make matters more complicated, getting these details in the first place can be completely complicated: how often do you have to rely on trial and error to find out when a client is actually in the office?
Learn About Your Client
Just as you need to educate a client about the way you do business, you need to educate yourself about the way your client operates if you want to keep a client for the long-term. And with your experience as a freelancer, you probably already know what kind of information you want from each client. After you’ve worked with a few different clients, you’ll know the information you need to make your own processes flow more smoothly. From there, it’s just a matter of actually getting it.
Getting more than the name and email address of your client should be a normal part of your process when working with a new client. You can make a standard questionnaire that includes questions on a client’s invoicing policies and other details that can speed up your communications, or you can take a more informal route. The important thing is to get the information you need from each client as early in the process as you can: knowing for certain when your client will be in his or her office can save you hours of trying to get in touch with them on a crucial decision or it can make your invoice go through in a matter of minutes rather than getting it turned around for something little like a missing P.O. number.
Organize Your Client Information
Assuming you’re working with more than one client at a time, you need to have some sort of system to organize all that information you collect about each client. In the earliest days of my freelancing career, I relied entirely on my email: I figured that I could just search for “client’s name + invoice” (or whatever other information I needed). It was almost amusing how quickly that system fell apart. Whenever I discussed projects over the phone, I’d have holes in my email records, and that was just the start of my problems. Learn from my mistake. Take a few extra steps to make sure that your client information is organized.
There are more than a few ways to do so, of course. Here are just a few examples of systems I’ve seen in action:
- CRM options like Highrise, Zoho CRM, or even something as fancy as Salesforce
- TiddlyWiki or another wiki that you can set up on your own computer (most of the free online options just don’t have enough security to use with sensitive client details)
- Individual files for each client, including some sort of notes page
- An address book for email with plenty of information in the ‘Notes’ field
There’s really no wrong way to track your client’s particulars, as long as your system works well with your process and you remember to capture details whether you’re talking with a client on the phone, via email or even meeting in person. There are a few factors to keep in mind as you choose a method of your own, of course.
Not only does your system have to be easy to use, but it also needs to be fairly secure. You’ll likely have all sorts of information on your clients that you’d rather not share with the world: prospective clients probably don’t need to know what you’ve charged in the past, current clients shouldn’t see the notes you’ve made on how to deal with troublemakers, and your competition does not need information on just what one of your clients needs. Whether that means using a solution like an online CRM application where you need to log in or you choose to store all of your information on your own system, you should take the question of security into account when looking at your options.
If you’ve had luck with a particular method of tracking your clients’ information, please share your experiences in the comments.
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Great start to the discussion of organizing client data. I’ve recently tried out a few solutions, but have a hard time finding one better than my own personal notes and Excel spreadsheets.
I will give Highrise a shot, as I know a few friends give it kudos and is quite popular (and affordable). Thanks for the post!
For Mac users, I would recommend Bento, Filemaker’s database application as a possible option. You can use it as a kind of cross between a full on productivity/contact management app, an address book and a proper database. Best of all, it’s very customisable and easy to use. My typical Bento client entry includes all the usual address book details plus a photo (a decent size, unlike the tiny one you get in the Mac Address Book), birthday, family details/hobbies (as appropriate), contact dates, and a load of notes about what they like/don’t like, completed projects, and so on. Works for me anyway. Cheers!
I was thinking at detailed Excel files with client info and Highrise to remind you when to send birthday messages or other deadlines.
I’m trying out a new system where I create a “Client Data” sheet with pertinent information: Contact name, numbers, e-mail and postal addresses, and even pricing. They can then be simply filed in a binder with submission forms and clips. Maybe not practical for everyone, but it seems to be working thus far and I still have all of my information even though my computer’s in the shop.:-)
Since i started freelancing [not long ago though], whenever i meet someone new online, i add a new contact card in his/her name in the bare-bones standalone Contact Application that Gmail has at http://mail.google.com/mail/contacts/ui/ContactManager , and note all the regular details like Name,
Location,
How i met him,
What kind of project he is interested/involved in,
Primary email,
IM ID if different that Email,
Price/budget range,
and other details in the ‘Notes’ area.
I have actually set a Firefox shortcut ‘c’ for Contact for that URL, so in between a conversation i can quickly open and refer to their details. Works so far for me
What about the option “An address book for email with plenty of information in the ‘Notes’ field” applied to GMAIL ? Actually the CONTACTS section appears to have alla the basic fields needed to track basic information (an open NOTES field is in as well and in it you can decide to insert a date-time for each added action/task). Moreover you can keep connected each customers record together with all the emails you exchange with them. Is there any GMAIL user going with this method ? Any suggestion to improve it ?
Mac Only: I just a cheap, $20 piece of software called MyNotes ( http://www.mishimo.com/mynotes ) to keep track of client info. It allows you to have categorized text documents where you can store just about any info. It’s super clean and simple, but very effective. You can even back the whole thing up to your ipod in a click if you’re going on the road without your laptop.
These are great tips. I use a file system with a client data sheet like the one Emily describes. I start the system the minute I get a call about a project, so it houses my project estimate for that particular project, as well.
Great post! TidlyWiki sounds interesting, Ill have to check it out. I started using a locally hosted website to manage client info and their projects. I used a content management system to setup categories and sections for each client so everything from initial proposals to supplied content is centrally located and viewable. It’s also helpful when reviewing the projects with clients, I dont have to go digging through folders. I still keep hard copies of all important data though, and backups, lots of backups.
Good post, it’s is definitely important to stay organized and on top of things with clients as a freelancer. On the other hand however, I have worked with clients who are not as organized as I am and it does get frustrating chasing down for past due invoices, etc.
Great post. I’m pretty good at keeping all the web related info for clients (names and passwords for all the different databases/services) but it never occurred to me to get info on billing and hours to reach them at the start as well.
I use Filemaker’s Bento to keep track of all that info. It’s not very expensive and very flexible, since it’s basically a baby database. I’ve used paper, different password storing programs (since I’m mostly tracking that), but paper gets lost and the programs never stored what I wanted. Bento lets me make up exactly what I want and it’s drag and drop, so I didn’t have to spend time setting up tables in the database and connecting them.
I have just about started using Highrise; currently I’m using the free account but I’m sure I am going to upgrade as soon as my requirement increases. These days I try to get as much information as possible and store it there. This also helps me keep track of I said what to whom and when. Of course getting that phone number or e-mail, or URL often saves lots of time and needless e-mail exchanges.
Timely post Thursday! I am just looking again at trying to figure out how to keep all this information organized. When I first started freelancing I used Highrise, but it seemed too much for a one-man shop. But I am starting to discover that it is important to collect knowledge about clients – and potential clients!
I’m interested to see what people use for CRM. If Mac’s Address Book had the option for multiple notes I think it’d be just about perfect. What do you other one-person shops use that’s not built for multiple people sharing information?
One thing I realized too is that if you don’t have a way to keep this information you are less likely to try and collect it in the first place. Who knows when it may come in handy that that person you met with loves to use a certain product? But having that information could lead to a surprising connection (and then possible sale) in the future.
I had this problem, too, so I had my husband design me a database using Microsoft Access. It has grown over the years to now include my clients, projects, income, and expenses. It even gives me year-end reports to help with my taxes.
Wow, I just did a bunch of investigating on this last night. I downloaded the free trial of Bento, which seems like a lite version of Filemaker, and is a division of Apple. 30 days free, $49 to buy it. So far I really like it a lot. It’s simple, clean and super easy to customize. It integrates with Apple’s Address Book automatically as well as with iCal and Mail. So there are lot’s of opportunities to connect information.
Initially, I was just looking for a better way to manage mailing lists than Apple’s Address book, and this looks like it’ll work great, and I’m already using it to manage a bunch of other projects.
I’ve also tried spreadsheets, notes fields etc, but they’re just so clunky. I send out a lot of promo postcards (I’m an illustrator and animator), so I like to keep track of who got which promo when, and then I use Google analytics to follow who’s visiting which parts of my site and what they’re interested in after the mailings go out. I can create custom fields, checkboxes, sorting etc. in Bento to track if I want to get really crazy with the followups.
Ditto on what Philip said: “…my own personal notes and Excel spreadsheets”. I also start a separate paper file for each client & keep paper copies of all correspondence: e-mail, faxes, phone conversation notes, meeting notes, letters, etc.
Great info, thanks. Organizing client info is not something we give a lot of thought to when starting out, important to do so however.
I am using Evernote (www.evernote.com) for this. It syncs with the Evernote web application and I can view the notes on my smartphone when needed.
I use a CRM for my client info and it’s brilliant to be able to have all their details and past orders at my fingertips. Keeping track of personal details is helpful too. Bringing up details from past conversations (their family, hobbies, vacations, etc) can go a long way in rapport building.
I am a freelance writer with clients including HP, Microsoft and eBay. I have spent a lot of time with three different CRM systems to see which would be best for freelancers. You can read my review on my blog: http://www.badlanguage.net/crm-for-writers-review-of-salesforce-highrise-and-business-contact-manager.
I’ve recently started using a CRM and am currently loving SugarCRM community editions which is completely free!
I’ve definitely been utilizing the “Notes” field of my address book. I enter in those important notes in my Google contacts. Then when I save that particular contact, those notes are also available on my iPhone. Like “The Number” mentioned, I also keep up with important personal info that my clients might mention. For example, a few years ago a potential client mentioned how he had to go on for a routine surgery. I made a note about it and a few weeks later when I spoke to him I wished him well in his recovery. He appreciated the fact that I remembered.
Salesforce.com is an excellent Customer Relationship Management tool for tracking your customer base, the activity history surrounding it, your potential sales pipeline and activities related to closing deals.
I perform both consulting and development services for customers looking to implement Salesforce.com and I am also a customer. I couldn’t live without it!
I use a programm from my coworker. He made an interface to outlook 2003. Now I don’t lose any information about my customers. This is really important to be always up tp date.
Typical example of technocracy. As a freelancer, how many clients do you have? 10? 15?
And you can’t remember some details? I’ve used Highrise as a Key accounter for my agency ( not as a freelancer) and it was ridiculous having 20 really necessary clients in there. I mean, this is alright for people with hundreds of clients, but not for a freelancer with just a few contact. Could someone please give me an existing scenario, why you need a CRM as a freelancer ?
I really hate the idea of having client information on the web so for me that is not a solution.
I tried EPIM but when I switched computers the backup file turned out to be useless so I have given up on proprietary CRM for the moment.
I’m just using a table in Word and it seems to be working fine.
As to a scenario where this is necessary – why do I need to clutter my brain with so many little details about dozens of clients? What I charged, how and when the client paid and behaved, what work I did for him or her, what kind of rapport we had – even for a few dozen clients this stuff can get complicated over time so some kind of CRM is very useful.
This is good also for clients that come in once a year for something, year after year – how are you supposed to remember each one? This way I have a file at my fingertips.
This is such an interesting information! I never thought about it! Thank you for sharing!
Does anyone have any further tips for things to find out about your clients as early as possible? Aside from the basics, anything a n00b might not think of?
Keeping track of client information is so important but having it with you when you need it is just as important! I have found myself in many situations where I was at a clients office or traveling without my laptop and wished I had an online solution. You mentioned Zoho CRM which is a perfect solution with the GoEverywhere webtop! Between these two great tools I have access to all my files and data that I need for any computer anywhere! What a life saver!
I would suggest trying WHMCS. If you do website development this system is great since you can control servers and domain names within the system. It has automated billing and a secure log in area for clients to download PDF invoices. I does cost around $20 per month but it is worth the money since it will save you hours worth keeping track of information and it will centralize support departments once you are ready to move from being a freelancer to a business with multiple employees.
Oswaldo
OzzMac Graphics
@deb {Markup Dude}
That’s a good tip and the same trick is possible if you have Gmail with GoogleApps (in this case the url should be https://mail.google.com/a/YOURDOMAIN.EXT/contacts/ui/ContactManager).
Unfortunatly, accessing the Contact Manager like this is missing a very helpful function: the link “Recent conversations: Show” that let you instantly get a list of all the email conversations for a particular contact. any idea to handle this ?