You vs. The Design Firms: How to Win Every Time
Let’s face it, being a freelance designer is just plain tough. In what other arena is one person responsible for answering the phones, balancing the books, paying the bills, designing the website, creating the graphics, and working with the customers throughout the entire process?
Yet, despite our amazing ability to juggle all of these duties, we still face one large barrier. We don’t have that glowing brick building behind us, the one that screams, “We are a successful company!” As a result, it can be difficult to “capture” large clients.
Today, freelancers are becoming more and more prevalent. Why not? It is a fantastic job. We set our own hours, we take on only the jobs that we desire, we have artistic freedom, etc. But, the biggest gripe I hear repeated time and time again is the fact that the main client pool consists of people with tiny budgets.
We have to beat the big guys!
We’ve all done the local work for far less than we would normally charge.
We’ve all received the email from the guy that needs an E-Commerce website for $200.
We’ve all had the regrettable experience of taking a job against our better judgment. When our stomachs are screaming, “Don’t accept this job!”, we ignore it and must ultimately deal with the repercussions: the man with the $150 budget for business cards that expects you to work around the clock; the person who promised he would pay you only to suddenly change his mind a week later.
Quite simply, the small jobs don’t pay the bills. In order to succeed, we have to beat the big guys.
Who are the big guys, you ask? I’m talking about the established design firms in those “brick buildings” that do exquisite work. But, how do you stand out when you’re the shortest guy in the room?
What can we offer that they can not?
To truly be content and financially secure as a freelancer, we must be able to grab the large clients. But the bottom line is this: why would a financially stable company go with a freelancer when they can easily choose a more reputable firm? To answer these questions we must look at our strengths.
What can we offer that they can’t? There are a few constants. First, we probably won’t be able to out-perform a team of designers as far as “chops” are concerned. I believe we can equal that level of quality, but won’t be able to stand out, per say, in this respect. Second, we can out-price them, but cost typically isn’t as big an issue with large corporations. So, how do we beat the design firms?
Customer Service
Think to yourself: What is my main gripe, as a consumer, with large companies? My first thought goes to my bank. I called them recently to remove an erroneous charge only to be put on hold for thirty minutes. When I finally did speak with a human being, it seemed like he was calling from another country and had little, if any, interest in my situation. They, like many large companies, have terrible customer service! We can use this to our advantage.
Nine times out of ten, a prospective client doesn’t know exactly what he wants. He doesn’t know the jargon or even how to communicate a semblance of what his company desires. This is where we can rise above the larger design firms.
Act As a Guide
It may require a bit more work, but it ultimately gets us the contract. New clients are wary about the entire process. It is foreign to them. If we act as a guide, we can take their hand from beginning to end and provide them with the comfort of knowing that someone is looking out for them every step of the way.
If they have a question, they can call us directly – no receptionists, no programmer that doesn’t know the full details, just one person. In my experience, this has been vital to my success.
I firmly believe that customer service alone has gotten me every single big client that I have. There will always be an individual or company that can do the job better. As much as this agitates me, I accept it. To stand out, we must focus on our unique “freelancer” strengths.
Use Deadlines to Your Advantage
What you’ll find, if you haven’t already, is that deadlines are a very real issue with corporate clients. They must have a job completed by a certain date, no questions asked. The only problem is that they very rarely have all their ducks in a row.
They have sudden changes that come from corporate which require immediate revisions. Who is going to make these changes in the middle of the night in time for that presentation Monday morning? They know that the successful Firm X designers won’t be at work until Monday morning. But, Freelancer Y is a single ring away and will be happy to fix it at midnight. Yes, I’m talking about you, fellow freelancers! (The use of the word “happy” is probably open to negotiation 
— Ed.)
How do I personally get big clients?
How do I personally “reel” in a big fish? First, I will work on weekends when the bigger firms are closed. Second, I will give a client my personal number and tell them to call me immediately if they even think that they might have a question. Third, I’ll pick up the phone on the first ring – whether that is at two in the afternoon or four in the morning. When a client knows that he can rely on you no matter what, you begin to stand out in a big way!
I will close with a portion of an email that, just a few weeks ago, secured a very large client’s business.
I truly hope you’ll consider me. If you have not already heard from other divisions in your organization, I will be personally available to you 24/7. If you need a quick change to the site at 10:00 at night, it’ll be taken care of. If you need me to communicate with your print designer in the very early morning, it will be taken care of. Relieving you of as much stress as possible is my goal – and I always achieve it. Please don’t hesitate to call me personally if you have any questions. I’ll hope to work with you soon.
The client called me later (without ever being put on hold, I might add) that day and said, “Let’s do it!” Was it my “web chops” that got me the job? Nah, any developer can code a site. My “customer service chops” got me the job.
Jeffrey Way is a freelance web developer based in Nashville, TN. When not working, a rarity indeed, he enjoys spending time with his beautiful fiance.
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I had an “argument” with a potential client about this exact topic recently. He questioned my rates saying that “he could probably get an agency to do the job for that money”. I told him if he wanted more people working on the job he *should* go with an agency.
But I also told him that there wasn’t an agency he was going to find that had any MORE experience or was any MORE capable of completing the job.
I’ve been building web sites for a long time, i’ve worked with some huge clients and some really small ones, and the one thing i can safely say is that a “web dev team” is more often than not series of office cubicles populated by semi-skilled graduates.
As freelancers, it’s also important to NOT let people imply that somehow a big agency is better than you just by virtue of the fact that they are an agency – it’s simply not the truth.
Hey, Jeffrey. I’m all for customer service and using it to stand out as well. However, you have to draw the line somewhere. The more access you give a client (e.g. 4 a.m. phone calls), the more many of them will take advantage of that access and eventually drive you insane. So yes, be courteous, be clear and helpful and prompt in your dealings, but for goodness’ sake, don’t tell your clients they can call at 4 in the morning! (That is, unless you’re usually up then anyway…)
Customer service is very important, but I think being on call 24/7 sounds like it defeats the purpose of being a freelancer with flexible hours.
I know that I feel a personal obligation to ensure that my clients get exactly what they want and more, even if it means spending more time and money than was initially expected. It’s a personal level of trust that is stronger than any written contract.
Great article!
I don’t know about 4:00 a.m. answering their call. That is too much for me.
It’s true. Customer service is how the little guys can stand out. I’d also suggest using http://www.Anthillz.com , but enough tooting my own horn…
Great post. I like it alot.
I don’t agree with being on call 24/7. I like the idea of better customer service just fine, and we all work weekends when we have to, but people bugging you late at night is unacceptable.
great post !!
I am more of a “life + familly is important too” guy tough
I think you’ve hit the nail on the head. Customer service is definitely the area where we freelancers have the most room to compete with larger firms, and smart ones will make the most of that advantage.
However, one can give excellent customer service while still maintaining reasonable boundaries around working hours and personal space. Making ourselves available to clients at all hours and at our personal home numbers may win some customers over, but whether they’re the type of customers most of us would be looking for is another matter altogether. I’m sure most people here would agree that we’d jump to be of assistance to a client in an emergency, regardless of the hour, but to make that type of availability a norm and a selling point regardless of the issue or direness of the situation seems a bit ill advised.
I agree with crazy wabbit, I think you have to set limits or else you will lose your sanity.
Very nice post.
Sorry but the whole paragraph that starts with, “How do I personally “reel” in a big fish?” is a joke unless you live to work rather than work to live.
I work with some that I consider to be somewhat “big” fish… at least larger fish. Those larger companies DO NOT expect me to be available at 4:00am or on Saturday afternoon (unless perhaps a launch is involved).
I rarely pick up the phone and usually let it go to voicemail. Clients KNOW that I’ll call back ASAP so they’ll leave a message. Wasn’t there an article or comment just on here referencing how much time it takes to refocus on a task once you’ve been interrupted?
I believe I stand out in a big way to my clients, but that doesn’t require a 7 day, 24-hour work week. You touched on the key earlier in your article… customer service.
Just my opinion though… everybody works differently.
Nice jeff, i love your post, it enlighten myself a lot being a freelancer as well.
Holy hell, that’s one inspiring piece of blogging
I might just refer future potential client to this instead of trying to convince them myself.
I agree with Mave and Vernon, you can win more clients being available 24/7, but I don’t know if many people want to win that clients. You can give an excellent customer service being available in working hours and giving the client a personal treatment too.
I agree very nice post….
The post is on point.
At the end of the day the firm will use some designer like me skills-wise, difference is the firm has a lot of channels [receptionist, manager, creative director then maybe the designer] – which is unnecessary but the firm will charge the client for.
Great Post!
I just don’t really agree with all the things said in the post! 24/7 is the worth possible argument to the corporate client! Talking from experience!
Some clues :
- In large corporations, your contact won’t obviously be the boss, but a marketing director or some other kind of employee. The problem is there as the employee has pressure on his back to get things done and that a lot of times he’ll pas it to you as an easy go!
And calling at 4 am won’t be your sole concern as a lot of time the request could be dealt with at 9 am, but as you’re there and he’s working why not you?
The other problem is that, if as I did, you are billing extra fees for middle of the night work, the boss won’t understand and the employee neither!
It’s often funny how priorities come different when money is involved! 8 times out of 10, time is dealt with a lot smoother than money when it comes to choices!
- 24/7 gives your client the fake idea that you’re his butler! Firemen are available 24/7, but you don’t call the when you have a scratch on your finger! Well clients do, as they pay for it!
Instant problem solving is a good thing, but when the client reads the pdf you sent at 3 am and figures that it’ll be faster to call you than write a e-mail, you’re in deep trouble!
24/7 with instant response gives the impression that you’re ready to compromise at all cost!
Some alternatives :
- Don’t talk about 24/7 response but …24/7 work!
Telling your client that you check your email as late as 11pm every day, let’s him know that he can contact you until then, by email!
Why use the email? A lot of times, if the client considers it is important he’ll sit down and write. Again priorities are very versatile and you’ll see that if they have to make an effort they’ll postpone the contact to the next morning! Emails also leave a trace and are more structured than a phone call (depending on the client) And if the clients calls you at 3 am, you’ll now it is really important!
The night working argument is still there as you might end up working when you get the email, but you’re ready for that!
Do not answer the phone after 8pm, I’m serious! Let the client leave a message and depending on the message, call back! If it’s really important, he’ll leave a message!
Or as I often do, solve the problem and send an email! Surprisingly, the clients love it! They stressed out all night and feel a huge relief the next morning when the get to the office! Some told me better than sex!
What’s really good about this method is that it keeps you ahead of the client’s needs without making him feel on top of the situation, it keeps him dependent of you as you’re of him, but still solves the problem!
Not being always available makes them feel the quality of the your work and billing is a lot easier!
At least that’s my way!
Thanks Jeffrey for you post!
Dixyt
PS : excuse my English, I’m natively French speaking!
Great Post. I totally agree with you.
Based on my personal freelance experiences, it all comes back to the level of Trust and commitment.
MB
I strongely have the feeling that the customer service you provide can easily get out of hand. I understand very well the goal you want to achieve but in this way some clients can let you see every corner of the room.
I also strongely believe that freelancers can pull off better work than design firms. I work as an art director in a marketing and communication agency and most of the work me and my wife do after our hours is much better and of more quality than the things we create at our work.
At my work I often have no direct contact with the client – and this is quit a bit more than the graphic designers. Sales people lay the contact, brief us and propose the project leaving an immense gap between client and designer.
Oh boy I can go on
Well this is great, I think the fact that you are willing to say you are open 24/7 is great because the truth is who is really going to call at 4:00am maybe you get lucky and it happens, but with anything common sense and balance are required. As a freelancer part of great customer services is honest open communication.
So I agree, with this post and have found myself getting a number of agency jobs because I can work over the weekend for a project when the rest of the firm is off. So for now it seems to be opening doors!
great post thanks for sharing !
I agree with providing good service, but being available at 4am? I hope you’re exaggerating! There’s no reason you can’t provide good service to a large client and still have a normal life and nobody should be expecting that of you. Running yourself ragged until burnout doesn’t do anyone any favors. I’m sorry, not buying it.
This article is ridiculous. I started to wonder if your 24/7 feature is making up for a lack of quality/design? it seems totally unreasonable to offer this. Freelanceswitch is normally a useful site, but this article is just fantasy.
Hey, everyone. I’m the writer of the article. I think you all are misinterpreting the “available at 4:00 am” line. Realistically, this would be never be necessary. The idea is that you should let your client know that if he needs you to…you will! Providing them with that security is extremely important. If you want to be a successful freelancer, than you must find ways to supply services that larger firms can’t. The way I see it…If I’m charging $100 an hour to a company, I better damn well be available whenever they need me. Hardly fantasy!
I also want to add that this style of service should only be provided to your large clients. I should have mentioned this in the article. Obviously, we’re I’m going to offer 24/7 service to someone with a $150 budget. 24/7 service goes to the “big fish”.
I’d add something to Jeffery’s words, as well: no one is going to be calling you every night at 4AM. Those guys want to sleep too. The emphasis here is being willing to put in the hard yards when they *need* you. If someone’s calling at 4AM then the proverbial has obviously hit the fan. You’re not going to get a call in the middle of the night asking the company website’s body font should really be Helvetica. That’s fantasy.
A client who knows they can call you at any time may never call you outside 9 – 5 hours — it’s just that sense of dedication that will put you ahead. I don’t think anyone is advocating you work 24 hour days.
Everyone works differently. It is hardly necessary to insult someone for his or her style of freelancing. This article merely outlines the ways that I have gotten large clients. If the occasional inconvenience over the weekend allows me to charge $100 an hour…then no problem.
Absolutely, Skellie. I I’ve had to wake up early to work on a project exactly once over the last year. It just about never happens. They want to sleep too! The idea is to over them that security. Who would you rather work with if you were a client….the freelancer that says, “Sorry. If you call me, I won’t pick up. I’ll call you back when I get around to it.” …or the guy/girl that says, “Sure. I’ll be available to you when you need me.” There is so much competition among freelancers, you have to stand out somehow.
You’re right, you do have to stand out somehow. However… if you think answering the phone is the only way then something is wrong. Perhaps I’m just lucky as pretty much ALL my clients prefer e-mail communication, and I explain to my clients why e-mail works better. They can be sure they’re getting a thought out response to their need/question rather than something off the top of my head while I’m in the middle of something else. I didn’t say I *never* pick up the phone. I said “rarely”.
I do stand out to my clients and they let me know that. I guess I just figure I’d rather stand out in other areas than just “phone service”.
I’ve had numerous clients in the past that prefer phone communication and I make sure that happens for them. However, the article seems to be geared towards a focus of desperation rather than confidence.
The recent article about “5 Mistakes That Will Cost You Your Client” hit it right on…
“#2. Have You Been Too Available?
This one really surprised me when I first began freelancing. I found that when I made myself overly available, my client more than took advantage – to the detriment of my sanity and the project’s health.”
Like you (and I in my comment above) said, everybody works differently.
You say being “content” as a freelancer means having big clients, but how does a 4am call leave you content?
Also, freelance work can be better than agency work – it depends on the freelancer and it depends on the agency.
My take away from this article is that everyone has a niche that makes them stand out. There are many reasons why my clients choose my business over a large agency – being immediately available 24/7 is not one of them! But that’s what has worked for this person. Everyone has to find what works for them, and makes them stand out.
@Vernon – I think it is all a matter of how you come across. I don’t consider my services to be desperate in the least. I only look at what this method has done for me. I am constantly being referred to other large clients with deep pocket books because of my reliability.
Kyle said – “You say being “content” as a freelancer means having big clients, but how does a 4am call leave you content?”
@Kyle, no one would say getting up at four makes you content. The thousands of dollars that you make off a client as a result leaves you content …and more available to spend time with your family.
@Laura – Once again…you would very rarely have to be available 24/7. But, when a company is paying you thousands of dollars to work on a project…why wouldn’t you want to make yourself available to them if they need you? Charge them accordingly.
Once again, I want to stress that this 24/7 availability should only be provided to large clients that can afford to pay you adequately for your time. But everyone is entitled to their own opinion. Just don’t be rude about it.
To add up to what you said Jeffrey, saying 24/7 means 24/7! As a freelance now for the pas 3 years and full time for the pas year and a half, I’ve come up 3 clients already that abused my time and energy!
There is one thing that you can be sure of, the client will use his privileges as the payer!
And yeas they do call at 4am! And worth it’s on Friday night, when they come back from diner and talked about their new website and went to the computer with a friend! They come back to you with remarks “on the fly” (quote)
That’s why now, I don’t sleep with my phone in the bedroom!
As you said though, I’m available and the next morning, they get a response as soon as I can! That is I guess what you mean by being available!
Now another argument that you didn’t give to catch the “big fish” and that got me through is the “filter less communication” A lot of time the argument of :
“You don’t pay for an account executive, that will just listen to you and write the briefing, but to the person who does the job!” I discovered that often the clients is happy to talk directly to the maker and bypass the different sales trained people.
A lot of clients don’t appreciate the fact that they pay double for a “smile and a handshake” (quote)!
With this argument I justify my fees and my freelance status!
The most important thing about getting a large client is not to lie about your status! You are not a company but a unique well skilled designer that can provide extended services.
Flexibility, dedication and skills are the freelance’s best arguments!
In opposition to a heavy large structure with several designers exchanging projects and unpayed students who come to learn but are still billed at the en of the month!
Not entirely true but it’s fair game as agencies often depicts the freelances as small players with few resources! The fact is, these agencies still call us from time to time to bulk up their team when they need resources! So why not by pass the middle man? (that evil corporate communication agency that has an outrageous hourly rate and that treats the client as a checkbook… :p )
At least for me, it works!
I refer to myself as a “design firm” and potential clients think I am a “big guy” – and that, along with my portfolio of past work and my reputation, brings me many of my clients.
Customer service is important – but letting my clients have control of my life is not. My office hours are Monday through Thursday 8:00 AM to 5:00 PM and that’s how I want to run my business (rather than my clients running all ove me and my business). The scarcity of time I make available to my clients somehow makes me more valuable to many of them, allowing me to charge more for my time.
I enjoy working for clients who appreciate and respect keeping a balance between work and life – and wouldn’t want anything to do with a client expecting, or assuming, they have 24/7 access to me.
The response to this article is very interesting to me. I think that this concept isn’t such a big deal to developers under 25. I honestly don’t mind make revisions for a client in the early morning if I’m making a great deal of money as a result. An added bonus is that I’m not married with children. Obviously if I was, I wouldn’t be able to provide the service that I do.
I can only speak for myself. My large clients know that I’m available to them if they need me. They appreciate it and forward my name whenever possible. I consider it an even trade-off.
Amen to Jeff Fisher and Vernon!!!
@Dixyt – There will always be clients that want to abuse you. But, from my experiences, these are usually the clients with small budgets. These sorts of clients don’t receive as much of my time. I tell them at the start of the project that, for the specified budget, I can only provide them with x number of hours.
.
I don’t have a design FIRM. I have a studio that’s run by me, myself, and I.
That being said, how do I differentiate myself from the agencies? Through my experience. Quite often, these oh-so-impressive agencies have the actual work done by the junior designers. And the juniors may not be the best ones for the job.
From employment days in a publications office, I can recall taking apart — and reassembling — layouts done by less-than-motivated juniors. I can also recall coming up with better layout ideas than the junior designers, even though my job title was from the editorial side of the desk.
Alot of articles lately, while very helpful, tend to touch more on how to deal with quirkly clients and the freelancer lifestyle in general. I liked this article for its focus on competetive business and how one person stays afloat among the bigger firms. I’d like to see more articles like this one. In particular, an article on how to even get seen by these “big fish” would be nice. I’m drowning in an ocean of little fish, and they’re all nipping at my ankles…
i like the article and agree full on with the customer service and meeting deadlines aspect. i think being able to tell a client that I’M the one you’ll deal with, not an intern, not a secretary, but me who knows everything about your project, if very satisfying to them too.
Something else to talk to your client about is the amount of overhead an agency has vs. me as a freelancer. i’m not trying to pay 30 salaries, free cokes for the office, or travel expenses for a ‘team’ for their project. So my prices will generally be lower. Plus, my turnaround will be faster since i don’t have to go thru a process of 5 different internal approvals and a chain of command before designing/coding.
i agree with the other comments about making yourself too available. if i have a deadline, or the client for some reason is in a bind, yes, i’ll work overtime or weekends to get it done. But, on a regular basis i dont answer the phone before 9 or after 6. if my clients want to get in touch, they’ll email, and if i’m online, i’ll reply. but it’s my choice to work before or after hours. this helps me to stay happy with my job without getting burned out.
I completely agree that customer service is key and that large corporations will often find a need for individuals that are easy to work with and are capable of meeting tight deadlines. It’s certainly helped me get some jobs as well.
But Agree with a lot of other commenters, that 24/7 is a bit extreme. Giving them the impression that you are there for them at all times, I think doesn’t need to be taken that literally. If the deadline is really that tight that it can’t wait till 9 the next morning, or they couldn’t have brought it to my attention that morning instead of that night, I’d honestly rather not have the work. Securing big clients is one thing, but like others have mentioned, the whole point of freelancing (for most of us) is a more flexible lifestyle. Personally I’d rather have a boss yelling at me at 10am than a client calling at 3am. But maybe that’s just me.
@Alek,
I agree. But as I said before…they just about never call at 3:00 in the morning.
I was merely trying to make the point that we need to be as reliable as possible.
@tek79,
From my experience, a lot of it is just luck. The best way you can get noticed by the large corporate clients is by doing top quality work and being as reliable as you possibly can. Then, hopefully referrals will eventually get directed to larger clients. But there are no two ways about it…it can be difficult.
Jeffrey,
You came up with some excellent points that sounds like you have taken to heart personally. Customer service IS a great USP in a culture where most service just sucks. However, you do have to draw a line regardless of the money or size of the client involved.
You wrote – “If you want to be a successful freelancer, than you must find ways to supply services that larger firms can’t. The way I see it…If I’m charging $100 an hour to a company, I better damn well be available whenever they need me.”
I totally disagree unless a freelancer doesn’t want to have a life.
If you are married and have kids – they should come first unless you want to lose them. I’m not taking a call when I am on a date with my wife or when I’m playing with the kids…no matter how much money is involved. If you aren’t married or don’t have kids, you can be available more if you choose, but you will still pay a high price in the long run through burnout, bad health, or losing control of your business by allowing client’s to dictate too many terms. You have to set boundaries and live by them to stay in it for the long haul. Ultimately it took me a long time to figure out that clients won’t be the people holding our hands on our death beds so I set the “rules”. And I charge more than $100 per hour!
I’ll also have to disagree on reeling in the “big” clients. Sometimes they aren’t as profitable because you do have to jump through hoops and do a lot of hand holding. At times, you are at their mercy. Most of my business comes from “small” clients or start-ups but it has provided a comfortable living. These partnerships meet my personal needs creatively and financially. I have the freedom to play if I want.
As a business person or freelancer you have to determine what success is to you personally and the type of clients who will help you achieve that. What works for me won’t work for you. Great stuff to thing about!
I meant great stuff to think about not “thing” – sorry!
@Jeffrey – Just wanted to clarify on my “desperate” comment. I wanted to be clearer and it completely slipped my mind. The “desperate” wasn’t referencing the whole article just that one paragraph. To me, being available 24/7 can sometime give the client the impression that you “need” their work rather than “want” their work. You made a valid point in your comments when you referenced it not being a big deal in younger age brackets. Myself, I am 30yrs. old, married with kids.
James Dalmon and Vernon,
You both made excellent points. I think the big difference here is that the two of you have families and children. Obviously, they should completely come first before anything else.
Also it should be admitted (and I freely do so) that, most likely, people in their thirties and forties, like the two of you, are going to be more skilled and experienced than us younger developers. In such cases, I, and the others my age, have to use other resources to stand out.
Totally agree.
If a client ever called me in the middle of the night I would sever the relationship right then and there. Then I would slap with a huge invoice and hold their creative for ransom.
Are you a freelancer or a battered wife? Be a professional, not a sheep.
I don’t agree with the 24/7 argument. If the 24/7 availability is the only dealwinner as a freelancer, then I think you’re doing something very wrong.
You should, first of all, be very good at what you’re doing. If you’re not that talented or dedicated in becoming an expert in some area, than maybe freelancing isn’t the thing to do. And when you’re really good at something, let the world know. Market yourself as being an expert on some area, let the big firms find you. And with marketing, I also mean networking, a lot! For me, to stay devoted to your business, is getting a good rest after a hard day of work. It keeps you fresh and smart.
@Prescott Perez-Fox,
Let me get this straight. If one of your largest clients called you at five in the morning because they desperately needed you to make a change to a design…you would cease to work with them? Wow…good business model. I sure want to work with you.
Very well said. My whole niche is acting as a guide and a coach for businesses who want to understand how to work with big agencies. It’s amazing how many agencies don’t show proper customer service or support. There’s a huge opportunity for freelancers to empathize and guide businesses toward a more positive path.
Still stand by what I said, but something I have just thought of…
who the hell would ring at 4 or 5 in the morning? are your clients in different timezones? if thats the case then exceptions could be made for emergencies. But I gotta say, otherwise I’d agree with Prescott
@Johnny,
It is more of a hypothetical idea. But remember, 8:00 in California is 5:00 in the morning on the east coast. It does happen from time to time….but not that often.
People are pretty much split into two sides on this issue. More than anything, I’m trying to say that “reliability” is a huge weapon for freelancers. I think we can all agree to that.
8:00 in CA is 11:00 on the east coast pilgrim!
Not sure about your times there Jeffrey!
If it’s 8:00a on the East Coast, then it’s 5:00a on the West. That time difference is something I deal with all the time as I have quite a few clients in Cali and surrounding states. Matter of fact, even have a client out in Hawaii and that’s a 6 hour difference right now (they don’t do daylight savings).
Great conversation on the article though… have a great weekend everyone!
Thanks for the input everyone. It’s always nice to hear everyone’s opinion. That’s why I love this site so much.
Hey! Yes, customer service IS important and a must, but No, sacrificing your whole live isn’t.
@Kai, no one ever implied that you have to sacrifice your whole life. Being available when your best client needs you typically amounts to your standard 9-5 job. It’s just nice to offer them that added security.
Remember Parkinson’s law (and read the prime and also premier book ‘The 4-Hour Workweek’ by Timothy Ferriss: 80% of the [stuff you want] will come from 20% [of your clients]. Let the rest eat oats. I think it’s a great idea to advertise the ‘I will be available to you anytime’, but as soon as the client exercised the option, I’d strongly consider whether I wanted to keep them on the books — so long as you can pay the bills, anyway.
Great article… Speaking of customer service, who here has ever received poor service from Chick-fil-A? It just never happens and I can’t figure it out. And so I keep gaining weight eating their classic chicken sandwich (but not on Sundays, of course, because they’re closed on Sundays).
Though I don’t tell my clients to call me just for the hell of it throughout the night and day, I have had to work with clients at 4am and various other odd times because thats what you have to do when the job requires it. I have done work with Banks, Universities, and other businesses that required my assistance at odd hours so they wouldn’t innconvience their customers and I assure that I am not desperate for work nor am I a sheep for doing so.
When you are a freelancer or running in any other business, sometimes you have to do what you have to do to complete your task at hand. I agree with Jeff, because going that extra mile is how I was able to get my name passed along to high profile people in the first place.
Jeff, I think your article was good no matter what age or stage of the design/programming career that someone may be in… let people take what they will from it. Customer service is never a bad idea, Thanks for your efforts.
I think the point that reliability is key is very good. I personally wouldn’t go as far as accepting phone calls in the middle of the night, but I do strive for excellent customer service.
But, to be honest, I’d rather have the quality of my work stand out, and have that be the reason large clients are attracted to me. But of course it helps to stand out in as many aways as possible!
@Benek – I agree with you. ..And as we said in earlier comments, accepting phone calls in the middle of the night is more of a concept than a reality.
The reason that I focused on the customer service aspect more than quality of the work is because, large and expensive design firms do exquisite work. It would be hard to gain an edge over them in at respect.
But obviously, customer service is just one tool to work with. There are many ways to stand out.
Customer Service, very good point. Thanks!
@mcnuggets and @banago – Thanks…I agree completely. The fact is, you could be the best designer in the world….but if you’re customer service skills suck (not returning emails/calls, etc), they won’t work with you.
Listen to them and tell the boss that their ideas sucks:)
Just landed my first corporate client, and here’s what the project manager told me was his #1 Priority
“Communication. If you can’t meet a suggested deadline on a new assignment, no sweat. Just talk to me and let me know so I can assign it to someone who can get it done”
He asked for responses within 24hours, and a 24 hr turn around on tiny little tasks. It’s very apparent that the management likes having a pool of freelancers that can give them very speedy and high quality customer service, rather than dishing out $ for full time employees or dealing with a sluggish agency.
I think Dixyt and Vernon have got it. Being there alll the time, as a freelancer, also shows how much in need of a job you are. and when you promise 2+ clients this, calls can get simultaneous and hence you will have lied to someone. Also, you should not throw the phone down on your spouse, mother, friend, etc. whenever a client may or may not be calling. That’s just rude. I’m guessing they won’t always call from a number you recognize, hence every call means cutting whomever off…..even a potential new client during a meeting!
The recent post “8 things you should include in your terms of service agreement” goes into this. I’m all for different approaches, but seriously, the 24/7 part of this post seems clearly optimistic, rather than informed. It should, in contrast, present the possible and obvious setbacks of that approach, and hence point out a real scenario, not just the good bits, so as to pomote an informed decision, not a biased one.
http://freelanceswitch.com/clients/8-things-you-should-include-in-your-terms-of-service-agreement/
Other than that, I did like the read, very much, as it does point out one of our major issues (and good solutions) and objectives, “reeling in th big ones”.
Hi, this is my first comment in this website
First of all, excuse my poor English.
There’s a lot of discussion about the 24/7 service. Jeffrey just wanted to offer an example of a better customer service. Maybe it is a good idea or maybe not. For me, to write down that you will be available 24/7 is not healthy, because someone may take it literally…even worst if it’s written in a contract.
My question is: What happens if a client actually calls you at 4 a.m. or every time he or she has a new “design idea”? How do you deal with this kind of annoying client? Is there an article regarding this subject?
Thanks for the article, Jeffrey!