Rules for Successful Client-Freelancer Working Relationships
So you’ve hired a freelancer to help you achieve your business goals. Now what?
It’s vitally important that you, as the client, do your part in fostering a positive working relationship with your contractor. Embarking on a new project can be overwhelming, especially if it involves technical aspects (such as web design). That’s why you’ve hired an expert!
But in order to make your project a success, you need to develop a solid working relationship, and be aware of some basic “rules” when working with a freelancer.
Rule #1: Respect the Freelancer’s Profession
Freelancers are often mischaracterized as inexperienced, amateurs, or part-timers. These are usually far from the truth. Most of us are experienced in our industry and take our job very seriously. Our livelihood depends on it!
We take pride in the work that we deliver, and we charge a fair price for our services. Don’t expect a reputable freelancer to work on ‘spec’ or provide extra consultation free of charge. You wouldn’t ask for a free meal when you go out to a restaurant, would you?
Rule #2: Trust the Freelancer’s Expertise
There’s a reason why you decided to hire a contractor to meet your needs. They’re the expert! Let them do what they do best, which is to address your needs in such a way that positions you for the best chance of success.
Don’t try to micro-manage your project or play the role of designer if you’re not one. It’s OK to offer your opinion and give guidance, but try and do it in the form of desired end-results. For example:
BAD: “Can you make the logo blink and change the color to bright yellow?”
GOOD: “We’d like our company branding to stand out more. Is there anything you can do to achieve that?”
Rule #3: If You’re Not Sure, Ask!
Creative and technical projects can often be quite complex. Always make sure you’re on the same page as the freelancer. Ask clarifying questions if you’re not sure about something. Stop them before moving on to another discussion if you’re not fully up to speed.
It’s the freelancer’s job to not only deliver the final product you’re looking for, but also to guide you through the process every step of the way. A good freelancer can clearly communicate all of the ins and outs of your project in a way that is easy to understand and covers all of the bases.
Let there be no surprises due to a lack of communication.
Rule #4: Be Available & Punctual
Hiring a freelancer is not a ‘set it and forget it’ situation. Don’t think that since you’ve already paid your deposit that you don’t need to be in touch until final delivery.
A successful project will require regular contact and sign-off on milestones. If you want your project completed on time with the best results possible, then take an active role when reviewing the freelancer’s work in progress.
Be available for scheduled meetings, conference calls, Skype chats, etc. Expect to receive questions and updates from your freelancer. Check your email daily so that you can receive and respond to these inquiries. This will ensure your project remains on a steady pace and avoids a stop-go-stop-go routine.
Rule #5: Respect the Freelancer’s Policies
Freelancers should make all of their working policies clear up front: Their general working hours, preferred method of communication, payment deadlines, technical requirements (such as file types to provide), etc.
Make sure you respect these policies. For example, most freelancers don’t appreciate “urgent” requests. We can’t possibly be available for immediate phone, email, or IM support all of the time. I assure my clients that I return all emails and phone messages within 1 business day (often sooner). This allows me to keep my workflow intact and avoid distractions.
I’ve even had clients who call me at 10:00pm on a Sunday night. Not OK.
Rule #6: Pay on Time
Every freelancer will tell you their biggest pet peeve are clients who don’t pay on time. This is an extremely unprofessional practice that happens all too often in client-freelancer working relationships.
This comes back to rule #1, respecting the freelancer’s profession. Payment terms should be clearly defined on the freelancer’s invoice. Make sure you pay on time in order to avoid stopping work on your project or potential late fees.
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I like rule #6 the best.
FANTASTIC! All brilliant points that all clients NEED to read and adhere to. Clients expect so much of us, and we have the right to expect of them as well.
Kev
Very useful tips! Even though they are mostly for clients, they’ll be useful for freelancers too! Thanks!
Hell yeah! tell it! I only wish this was posted on a client blog!
So it goes.
-dp
I noticed since the last FS redesign they started publishing content geared towards people / companies who HIRE freelancers, so that’s what inspired me to write this article…
Hopefully some clients will read up on it.
I completely agree with all of these except contact method.
Sure they should respect your prefered contact method, but the same holds true the other way around. If the client doesn’t like e-mail, but really likes using the phone, then as the designer, you should respect that too…
maybe you could specify what times of day you prefer to recieve calls?
I agree, both sides need to respect each others preferences.
But I’ve had clients who literally don’t check their email for a week at a time. These days, that’s simply not professional.
Phone calls are good for addressing several points all in one shot, but often too time consuming for quick questions / updates. Also, I usually prefer to schedule calls (via email) so that I can plan my day around them and not interrupt my work flow.
Aside from one or two little issues, I totally and completely agree with this article, particularly about “let the designer be the designer” or “trust the freelancer’s experience.”
I’ve found this particularly true once I start explaining the process to a client; they will think they have enough information to make informed choices. I’ve actually found that the less I tell the potential client about the process, the smoother everything goes, and I’m actually more open to be more creative.
Interesting point about (not) informing them about the process.
I put up a “Our Process” page on my business site, but I’m not sure it gets many views. I used to have an FAQ, which I may resurrect sometime soon. When speaking with potential new clients, I always try to explain my process as clearly as possible. Still, many don’t totally get it, even if they say they understand.
Thanks for the post. Clients need to understand their role in the relationship and it’s not often talked about it.
#2 really hits home to me. I have had a few clients who hire me for my expertise and then question my methods every step of the way. It’s very frustrating.
One of the most difficult things is to sniff out the problem client before you take on their project. Up front, everything seems to be OK, but those annoying traits pop up after the process has begun (whether its the control freak, the bad communicator, the slow payer, etc.). You just never know!
I have made an effort to engage in more discussions, meetings, emails before committing to a project. Sometimes I have a detailed questionnaire I give to new clients. These things help me determine if it’s worth it to take them on.
Great post!
I would love it if more clients followed these rules.
I especially like rule 2, 5, 6.
Just like you said, we are there for a reason, please trust our judgment – it’s what we do. Yeah, I have had clients call late on Sunday nights too – so not cool! Yes! Paying when you say you will is one of the biggest rules that should be followed; if you are going to be late, let me know!
A great post. I would love to see more on these types of rules.
It’s important to freelancers to have policies and hold their clients to it. When I felt pressured to respond to “urgent” calls immediately, and work on weekends. I soon found it’s better to give reasonable response times that don’t interrupt your workflow, and still allow you to have a social life / relaxation time. Policies are important for any business, even solo freelancers.
Check out http://www.briancasel.com for posts about this kinda stuff ; )
It’s great to see a freelance article pointed at the client rather than the freelancer. If only all clients would read this
This is a good list. It’s nice when these things happen.
Are any clients actually reading it, though? It feels like preaching to the choir.
Two things to slam this discussion back to the reality that we all live in.
1) The statement: “But in order to make your project a success, you need to develop a solid working relationship, and be aware of some basic “rules” when working with a freelancer.” would be met with *resounding* ridicule by most prospects. Their reaction to this statement will be raucous laughter – like the customer doesn’t have his *own* rules and standards. Hell, many clients figure freelancers as a form of employee, just with no social obligations on their part (like benefits.) Most clients will initially figure you as a “temp” and you must work your way upward from that low level. I’m just saying – watch how you think about this. Dictating anything to a client is usually disastrous.
2) So y’all are giving high fives to the author for listing these principles. I have found through many contracting engagements that you usually have to fight, and fight VERY hard, for almost every point in this list, even with “good” clients. When I say “fight” I mean assert your mojo, that is, your entitlement to be respected. But I’m saying that you have to make the client aware when they are screwing up and you have to be able to diplomatically nudge the client in the direction that he needs to go in order for you to have a profitable relationship that doesn’t tear down your mood.
So don’t kid yourselves. You have to work hard to develop respect. It’s not a one way street and most (especially small) businesspeople won’t grant much respect up front.
I suggest that every freelancer who reads this think about what he/she can do or say in order to elicit these favorable responses from the client, since ultimately *you* have to drive the relationship.
On the count of “respect” (points 1, 4, 5, and 6) basically you have to be unequivocal with the client about what is acceptable and what is not. Strength begets respect.
#2 and #3 are more in the axis of demonstrating that you are a master of your craft and that the client should trust your advice and counsel. You can get recognition here by being right and by being willing to demonstrate visually or however as required.
Lastly – if the client clearly doesn’t and won’t respect you, the fight is lost. Walk away from the situation, after squaring any business obligations. Sometimes the chemistry is just plain wrong.
I think it comes down to how you market yourself. Everything that you do to market yourself will have an effect on how the client thinks about you, from the brand you create down to the little things that reinforce perceptions (phrases like “hire me” are common on freelancer’s websites but reinforce the association between the individual freelancer and his or her employees).
In reality, freelancers are business entities, conducting business with other business entities. If you can market yourself as such (and you don’t have to give up personal branding to do it) you will be able to dictate your terms as any larger service provider does.
Good Post! I hope many clients will read this post and follow the rules.
I often have to struggle because clients don’t follow rule #4 and #6.
@Joel – great points.
It seems to me that there are two types of freelancers: Those who work as temp employees at larger companies (either on-site or remotely) and those who take on clients/projects and act as their own company or agency. Both of these situations require a strong sense of self branding and policies.
I’ve found as my (short) freelancing career as progressed, my self branding has improved and I continue to tweak and solidify my business policies. These things come natural over time.
I’ll be clearer. @Joel and @Brian are entirely correct and get it. For everyone else:
Your future clients will MOST likely *NOT* read this article. Won’t happen. Quit dreaming.
YOUR CLIENT-FREELANCER WORKING RELATIONSHIP IS *YOUR* RESPONSIBILITY.
AND YOU GOTTA WORK FOR RESPECT. It’s usually not freely given. Or even grudgingly given, sometimes.
Great post Brian. Although its aimed at our clients this is great info for the newer freelancer. My first couple years in the game may have been more comfortable if I had read this and realized that these things can and should be expected of clients. Instead it was easier to go with the flow – (which will always be the clients flow) and just be happy that people were paying me to do work for them.
As I grew, I learned that expecting these things and being assertive helped me immensely. The better I knew how to approach potential clients and find out their needs (and being able to confidently communicate mine), the more jobs I secured. In my experience, people want you to assert yourself and take over, thats why they are contacting you – to be the professional!
Indeed. It’s all one big learning experience. I would have done so many things differently if I had to do my first year over again.
But then again, I never would have made the improvements necessary if I hadn’t learned the hard way : )
I can’t seem to get these clients to read the contract. They want to tack on new additions after the fact and then refuse to pay! What the heck. You can’t order a burger and expect to get free fries it just doesn’t work that way. Hey I want a new BMW with tricked out wheels for practically nothing but come on now. When will it ever stop?
I haven’t had the problem of paying on time. That seems to be good considering what I’ve read.
I’d have to say that #2 and #5 are what we need to somehow educate the client in order to better our relations. Time and time again I have run across clients that design the site in Word or PDF and it’s grrrrrrrrrrrr craziness. I don’t even want to go there or I’ll start drinking again.
Nice set of pointers for clients to take notice of!
But I agree: are clients actually reading this?
Good question.
I’d hope that some clients browse around FreelanceSwitch. My thinking is that some do, especially thanks to the FS Job board.
If nothing else, I hope this article serves as support for my fellow freelancers!
Good points. I believe that the most important thing to get that harmonious client-freelancer relationship going is communication. Rule #3 and Rule #4, especially. (Yeah, I wish clients would read this, too.)
Most clients reject freelancers’ works because they do not give proper instructions, and they do not communicate on time. Sometimes, there is no communication at all. Clients shouldn’t expect freelancers to always know everything in one go as some projects require more discussions.
Oh, and of course, paying on time. You expect your money to arrive on that date, and it is not there – and you have to pay something outrightly. Now that could be a big dent on your working relationship.
Most of my clients who pay on time and communicate well are those who return for more. I guess it’s basically taking care and nurturing the relationship to smoothen out misunderstandings with good communication and lead on to a good working relationship together.
You nailed it! Communication is KEY. I can’t stress this enough, and I come back to this point time and time again.
In fact, I use my client communication skills as the biggest selling point for my web design services. Sure, a great portfolio and technical skills help. But clients are really looking for someone who is reliable and can communicate their needs in a clear way – cutting through all the technical jargon.
I wrote a post about exactly this here:
http://www.briancasel.com/how-to-win-and-keep-clients/
Great post, wish all the clients have chance to read this and take on board!
Simply Brilliant tips. Thanks for them.
Brian, this is a great list you have here. I think what I run into the most is the lack of respect for my profession. I get comments like “It shouldn’t take you very long” or “This is an easy one”. Communication from my client is always the key ingredient that leads to making the deadline and bringing their vision to life. I am thankful for my clients. I have some of the best, but there are potentials that I meet with that just don’t get it and that’s when I choose to not to business.