Comments on: 5 Ways to Build Amazing Client Karma (And Boost Your Business)

By: Bootstrapper » 100 Tiny Tips to Create and Maintain Loyal Customers

Bootstrapper » 100 Tiny Tips to Create and Maintain Loyal Customers — Tue, 18 Mar 2008 16:28:35 +0000

[…] a business, customers expect you to put in more time than your regular employees. Freelance Switch encourages you to “communicate promptly, even on the […]

By: Naomi

Naomi — Sun, 02 Mar 2008 18:07:28 +0000

Agree with all except #5. There’s no reason that client’s should expect you to be tied to your computer on evenings and weekends. Even well-meaning clients have the habit of taking advantage of this if you are not strict about it.

By: Jonno

Jonno — Mon, 11 Feb 2008 22:46:22 +0000

Just to echo Travis King’s point - let the client know that you gave them a little extra. (”I wasn’t entirely happy with how X, Y & Z were looking in this layout, so I decided to put in a couple of hours to fix it, free of charge as a bonus for being such a great client!”) Like that you can (a) make sure your extra work gets the recognition it deserves, and (b) make it clear that this extra is on top of the services you normally provide, rather than a freebie that they can expect and exploit.

I’m definitely preaching to myself with this point, because I can’t even remember how many times I’ve sat late into the night to get something looking just right, pushed myself over budget and then not charged for it…

By: Saman

Saman — Sun, 10 Feb 2008 12:59:42 +0000

Thanks for ur usefull article…. let’s kep going..

By: Kyle

Kyle — Fri, 08 Feb 2008 14:15:15 +0000

To Jonathan, you’re right about there being quality control whether it’s noticed or not - my comment on kerning was just an example - I would do that regardless of acknowledgment. But extras that really are extras, should either be communicated to the client, as Travis King said, or done for your portfolio - otherwise why do it?

Not to be Darwinian, but everything we do as freelancers should be to help ourselves directly or indirectly. This isn’t the same as helping our neighbors with their BBQ, it’s a business.

By: Antonis

Antonis — Fri, 08 Feb 2008 01:31:51 +0000

Very useful article.
Thank you!

By: Marlyse Comte

Marlyse Comte — Wed, 06 Feb 2008 22:12:15 +0000

Great article. I found that it all boils down to:

a) deliver more than expected (you’ll make everybody’s day!)
b) be professional (this includes being interested)

By: Greg Hollings

Greg Hollings — Wed, 06 Feb 2008 17:41:25 +0000

I think being able to focus yourself completely so that you are able to listen intently and actively to your clients’ concerns, requests, needs etc without distraction is an important skill for anyone who provides a service to have. How well you’re able to focus and listen to your client will be reflected in all your methods of communication (particularly face to face) and they will recognise the high level of attention you’re giving them.

By: brad

brad — Wed, 06 Feb 2008 16:56:16 +0000

What?!? Mugs are cool!

Nice post. I especially agree about responding promptly to emails, that can be huge.

By: Travis King

Travis King — Wed, 06 Feb 2008 16:16:46 +0000

Kyle and Jonathan,
That’s why you always should always tell your clients the free little things you did for them. They love it and it makes you look great.