Freshbooks $1,500+ Giveaway: The User-generated Client Experience Guide

One way to give your client a great experience is to make sure you communicate.

For example, update your client every step of the way. Sometimes you can get so involved in back end and behind the scenes work that your client doesn’t know what’s going on or thinks nothing is happening since they can’t easily see source changes in the browser. The bottom line is let your client know what you’ve been up to so they know that they are getting the quality that they paid for. Trust me, they will thank you for taking the time to let them know.

Don’t be invisible, talk to your clients.

When I finish a web-design job, I put together a document that explains the purpose of the website in layman’s terms, how all the pieces fit together, and an “access” page that lists any username/passwords associated with the account (ftp, blog, etc). I also include a CD that contains the complete website in one folder, and in another, all the images used on the site. This is packaged in a self-stick plastic envelope, and attached to the inside of a portfolio folder along with the document. I’ve resisted the idea of putting my logo on the outside of the folder, instead, using the clients logo. This becomes an important document for the client and they’re often able to refer back to it for logos and “help” if they need something.

It also serves as a tangible reminder of the (intangible) service that they received.

Reduce the fear: remember that your clients are often out of their depth (that’s why they’re clients), and explain everything in language that they can understand.

I have had technophobic clients – not just ones who were unnerved by jargon, but people who were highly anxious that if they pressed the wrong button, or clicked the wrong thing, that everything would break. These people obviously need reassurance and support throughout the process. Others seem to understand but don’t – these too are fearful (of appearing ignorant, of being shown up in some way), and like to have things explained clearly. Some are happy to acknowledge that they don’t understand, but not all.

Keep it simple, keep it clear, and keep it calm, so everyone understands what is happening and feels safe.

Work towards being completely original and creating a style all your own. This tip is more directed towards designers but it can also be applied elsewhere. Think about the thousands and thousands of freelancers that are out there that are doing the same job as you. Make it a point in your own mind to really work towards being unique and adding a personal subtle touch to everything you produce. Sure you can pull from the numerous techniques you’ve been taught or pulled from others but the great designers are the ones who’s work you can spot immediately within a group because they give a piece of themselves every time they create. Not only is that the reason you can justify high rates but its also what makes your client feel as though no matter how far and wide they searched for a designer, the product they got was a one of a kind and won’t be duplicated.

One way to give your client a great experience is to treat your client’s work as your own.

We all know the amount of time we spend on our own personal projects; the finishing touches, CSS nitpicking & the 1 pixel changes. If you share the passion you have for your own projects and apply that to your client’s project brief, you will not only improve the quality of their work, but also your service as a designer.

Ultimately, the client will see your positive energy towards their work which will help increase the client’s interest and excitement to the project, pushing them to offer greater insight to your work – helping you deliver an end-product closer fitted to their vision.

End Result?
- Satisfaction you provided your true skills as a freelancer.
- A more enjoyable project for both yourself and the client.
- Increased chance of a return-customer.
- The opportunity to score a sweet testimonial!

Create a simple resource for collaboration and project management.

Despite how much you might want to think that your amazing design is what makes clients rave, they will always most appreciate having the ability to stay deeply involved in the project. Find a solution that works for you. Mine is combining Basecamp with – oddly enough – FreshBooks, which affords clients the opportunity to quickly see a project overview, edit and check to-do lists, schedule project milestones, share files, engage in messaging, check estimates and invoices, track time and project status, and even pay invoices online. Your one-man (or -woman) team will immediately look and feel like a whole design shop, and this alone can generate huge amounts of future business while keeping your current clients wonderfully happy.

And here’s a secret: all this makes your life easier, too. You will feel totally in control of your projects, mainly because you finally will be.

Under-promise, Over-deliver.
I do this with every client and every client walks out the door feeling like they got that little bit extra. Also sending a thank you note goes hand in hand with this. That little extra touch goes a long way to say that you care about them and their company for more than just their money.

keep them fed.

tell them what you are doing, when you are doing it by and WHY you are doing it. And whenever I turn up for meetings… bring home-baked chocolate chip cookies. works like a charm.

Focus on the visible, outsource the rest.

It may sound controversial but in my experience, the best way to keep a client happy is to outsource any part of a project that is not visible.

By visible I mean anything that the client can see, understand and evaluate. As a freelance web designer, the visible parts of a project are the design and the project management. Those are the things that, if done well, will lead to repeat business and referrals.

I know that the client needs top-notch code but in most cases the client doesn’t know or care whether the code is W3C compliant. To the client, the coding is invisible and no matter how awesome it is there’s not a lot I can do that will wow the client. So I outsource it to someone who can do it cheaper and faster (but still to the highest standard) and I spend the time I gain on making the visible elements of the project as awesome as possible.

So take a look at your processes and decide which parts are invisible and find someone who you trust to do those jobs for you. Then focus on the visible.

Elliot Jacobs, co-founder, bizual.com

Brand the experience: Try to do extra things that make clients wonder how they ever lived without you in the past.

There are a ton of talented freelancers out there who are as skilled as you, if not better. But you are unique and the experience of working with you is part of your brand. When you sit down to create your website, look, branding, etc include (in writing) the unique ways that you communicate, resolve conflict, offer support, encourage clients, etc as part of that brand.

One example is rewarding clients for meeting their OWN deadlines. You are expected to meet deadlines set ahead of time because you are getting paid the big bucks. But how often are you waiting on deliverables from your client like feedback and content? Set some deadlines for them and offer rewards for meeting them. Maybe something like a discount, free eNewsletter blast, book related to their industry, or a gift certificate would do the trick.

If you can do the special “extra” things, you will become the freelance version of George from “It’s a Wonderful Life” and your clients will never want to wonder what business might be like without you.

Pay attention to the details!

I can’t believe the number of clients who I speak with who are frustrated because the people they are working with don’t take the small stuff seriously. That typo may be no big deal to you, but it erodes confidence in your work, and your customer (if your work is seen externally).

This doesn’t mean you need to act like everything is a crisis. But the details matter, and you should act accordingly.

Listen, listen, listen! Then communicate.

Listening is truly underrated. Try to HEAR what your client is saying. Ask them for details, thoughts on design, copy, layout, and then ask for more. Listen to what they say. Sometimes, listening between the lines is necessary too.

Then, after listening, communicate to the client. Keep them updated thru the process. Return emails as quickly as possible. Send progress updates. Then, after you launch their site/write their piece, contact them a week or so later to touch base and see if they need anything else.

Clients love this.

I think the most important thing is to build a good relation through communication. Most of the time I find that a client will understand that what he wants the way he wants it is just not doable if I explain to him why, and if I find a solution by proposing something else. Of course, this only works if he trusts you, and you need to be 100% honest, and to do what you said you would do in time. I think freelancers needs to be extra creative, not just in their field of writing, designing, or programming, but also in finding the best solution for their clients needs in order to meet their expectations, and to give them a little extra they didn’t expected.

Set yourself apart by providing professional services the way a local Mom & Pop shop would: uniquely and without being afraid to develop relationships with your clients.

I worked at an independent bookstore in high school and I can tell you that the only reason it stayed in business when pitted up against Amazon (and the other dotcom’s of the world) and Borders/Barnes and Noble was the friendly smile that customers knew would greet them, along with a ‘Hello Mr. So-and-So! How’s the new baby? We just got a new book by (insert author here) that I picked up and immediately thought of you.’

The combination of open and honest communication along with tenacity and a little bit of audacity (in being willing to give a client the straight dope on any project) is a surefire way to communicate that, though you’ve got a backlog of a dozen other clients you need to talk to right after them, they are what’s on the front of your mind right at this moment and at times when they are not around, and that you have got their backs.

Don’t be afraid to show personality, because that is a distinguishing characteristic.

Don’t be afraid to get up-close and personal – invite your clients to a party along with personal friends and family – because that will establish a stronger bond.

Don’t be afraid to break the rules and go against the grain in working out special deals and accommodating the individual needs of each and every client, because this is something the bigger studios usually cannot do.

Don’t be afraid. If you aren’t confident, despite (or because of) the fact that you are the little guy, your client won’t be either.

Remember that everyone loves an independent bookstore. Bring that same characteristic charm and functionality to your clients.

Add more value to the relationship than you receive.

Your clients should always know, feel and hopefully recognize they are getting more than what was laid out in the requirements. Adding value to the relationship strengthens the link you have and enhances the client’s experience. This can lead to more work, referrals and other opportunities.

2 very simple rules:
#1 Call people back
#2 Respond to emails

It may sound stupid but many people never respond to emails or call potential clients back.

Make yourself replaceable.

I know, we all want to create long term work with our clients. We want to make sure we’re the ones who get the job a year from now to update that website or document, or marketing campaign, or whatever it is you create. Not only should you resist the urge to do things in a way that’s only works for you, but you should actively work to make sure someone else can come in later. That may mean leaving source code, or documentation, or source images with the client but in the long run your clients will appreciate, and remember this.

Help your clients determine what is really important to them, and focus on the areas that will provide a measurable return.

Many clients don’t really know what they want when going into a project. They have vague ideas like ‘establish a web presence’ or ‘drive search engine traffic’ that are not quantifiable and hard to measure. A little extra time drilling down and establishing clear goals will ensure that everybody is happy with the product delivered.

In my experience the rush to get something done often means that important questions like ‘why?’ are not asked frequently enough and end up being assumed. Without knowing ‘why’ you want to establish a web presence it is impossible to know when you have met that goal. By repeatedly asking ‘why’ you force the true goals out.

With the vague ‘establish a web presence’ requirement, that could mean many things. You need to ask ‘why?’ in order to determine what to build in that case. Does the client want to sell products, share their thoughts and philosophy of the world, or just gain some brand recognition?

In many cases the resulting may be simpler than you think, saving both time & money for yourself & the client.

What would make YOU rave? If you wanted this done, figure where your product would suffice, then think of what you would be impressed by. The kind of thing that would spark conversation with friends in a pub: ‘So I hired this *insert career*, not only did they get the work done on time, they *insert extra idea* which was awesome, you should hire them!’

Make people talk and your advertising has gone viral.

The single greatest asset to my business as a freelancer is my willingness to build trust. It is not enough to simply relay to a client what I can do for their business as a web developer. They must also know who I am, from head to toe, with regard to my personality, my culture, and my history. They must know what makes me tick and what makes me smile, and in return I promise to do the same with them.

My happiest clients have been those who I have chatted with about my travels and experiences abroad (I am currently living in Sai Gon, Viet Nam), my strong affinity for Thai food, and my even more crippling aversion to paper and mayonnaise. On the surface, none of these elements of my personality push my projects to completion, but they do create an atmosphere of trust and honesty. I want to know that my clients trust that I will listen to them in an open and honest manner and in turn want to give them a bit of my trust to facilitate the relationship.

This all sounds rosy and Utopian in the fast paced, low paying, starving artist portrait of the freelancing world that we all make this out to be sometimes, but I can swear that taking an open, honest, and friendly approach with my clients is the sole reason that they have come back to me with project after project.

You know how you can tell when you’ve developed a strong relationship with your clients? It is when they talk first about the happenings in their life with you, second about the specifics of their project, and third about the project cost. Hang on to these clients, because either by their own realization or by your doing, they have developed an understanding that freelancers are not worker bees, machines, or semi-conscious computers.

Trust is where it’s at. Develop a skill to grow trust between yourself and your client, and they will love you for it. Project deadline problems, revision boot camps, scope creep, and late invoices will become less painful. Become a real human being in your client’s eyes and he will want to treat you with the same amount of respect that he gives to his friends. And, in turn, you will want to shine for him and make his project your own.

Again, I know this sounds far too idealistic for any red blooded freelancer who has gone through her fair share of heart breaking projects and nasty clients. But I promise that just by opening yourself up a little and showing a little bit of who you are underneath the freelancer mask, your projects and client relationships will be all the better for it. Who’s with me?

Remember it is all about people.

Learn how to work with ALL types of personalities and communication styles. Buy a book or take a workshop about communication styles if you need to. Your clients will better understand you and, more importantly, you will better understand your clients. Quality, two-way discussions allow both sides to clarify the vision, goal, purpose, method, approach, etc. and properly manage expectations for a successful project.

…its all about the people.

GET NEAR to his heart: IT may seem like a wastage of time. But every time i start talking to a client. I dont start with what is the project, wat is the budget he got, What all would he need and expects…
But i rather ask him his name, his age, wat he does, where he lives..and stuff like that…in simple word SOCIALIZE…talk to him as if are up for friendship not for a business deal. And once you both r comfortable, and ready to go, then u start with wat he wishes, admires, desires for his project…and how he would like to go about it.!

SHOW some efforts. Update him with the progress of the project periodically, evn when he didnt ask about. Tell him this ould be better liek this..and that should be changed. Make him feel that u are really INTO the project…and love it as much as he Does.!

End it with a smile! After all the hard work, dnt be in a hurry for the end. Help him out with the last bit…as that is very impt…all the hardwork and plus points would be forgotten if it all ends bad.! Make sure he gets how to use/edit/upload/update before you leave…though u wdnt be paid for it..! but it wil touch his heart..! and in return u will surely get smething good for urself.

The best tip I know is to go out of your way and go above and beyond their past experiences. The easiest way I know to do that is to let them know. When I’m asked to make a few changes on the design, such as text changes or something, let them know what you’ve done and do it for free. Even though it wouldn’t have taken any real digital time, they will be pleased about you “helping” them out and not only will they come back but they will be talking about you.

One of the characteristics of being a freelancer is that we work remotely (most of the time, right?). But we contract to help our clients achieve specific goals. It really is playing against you if we make them work so much to reach your services. I think that all clients have to face one day the inconvenience of dealing with a remote resource. I believe that as a freelancer, one of your tasks is to make your clients forget that they deal with freelance. They have to believe that you are available for them, and you should be available for them. It is a really difficult task to achieve because it is essential to provide that assurance to the client while keeping your control over your work load.
The way I achieve this is to apply a flat fee for all my services. Because I consider that my clients contract with my skills and time and nothing else, I charge them the same price per hour, no matter where I am. I do not charge for travel expenses. It is very simple for them to deal with. One hour of my time is one hour of my time. I only charge for the hours that I work. They do not pay for airfares, accommodation or food when I fly to their office. I also allow them to make me travel to their office with minimum notice.
The challenge of course was to be really good at determining the perfect price per hour. My price is in fact balanced such that I still make the money that I want to make overall on one year (considering the expenses). An implication of this is that my price is higher than the average, but that makes me be in control of the demand. Does that make sense?
When I wrote the contract I was a little bit skeptic but the concept was so well received that they did not even discuss it and signed it the same day!
Another good way to make the client forget that they have to deal with a freelancer and to compensate for all the time that you work remotely, I would advice for a very good telecommunication package: unlimited phone, very good bandwidth Internet, tools like RDC, VPN, Desktop Sharing, etc. Plan all this in advance for each of your clients and write in your contract what is agreed on. Be ready to sign confidentiality clauses.

We all love to be freelancers, but I would say that the best thing we can do is pretend that we are not.

I’ve always been fascinated by the “naked maid” concept of business. They are able to capitalize on human nature in a remarkable way. (Mostly male) adults with poor housekeeping skills jump at the chance to have their homes cleaned by a nude professional.

Why can’t we bring this concept to our profession? I suspect several of us already work in our underwear. Now we can take that one step further and cash in on the results. All this would require is good hygiene and a webcam. Clients would be able to log-in and watch us work in all the glory of our God-given birthday suits! Not only would this provide untold amounts of satisfaction (and surely amusement, in my case), but the client would be re-ensured by the fact that we are actually working and not wasting away our billable hours playing World of Warcraft.

Now, off to the gym.

Don’t wait for the Client to ask.

Anticipate a Client’s needs & wants and proactively deliver on those before the Client even has the chance to ask.

For example – Don’t wait for the Client to ask for a status update. Get into the habit of giving regular updates.
When doing presentations, leave little or no room for questions. Address every possible question (or potential issue) you can think of in the content of your presentation. Don’t give them the opportunity to poke holes in your solution or to ask “what about xyz?”

To do this best, you have to start thinking like your client. Know their style; know their thought process and you can typically anticipate what they will ask for next.

Get as much feedback as possible from the client In other words, get your client involved as much as possible. Asking your client for feedback during different stages of your product will make them feel as if they have ownership of it. Also, by getting feedback incrementally during the evolution of the product, it will help you determine if you are on the right track to providing a deliverable that the client will love.

Getting a gig, then working on it for a few weeks/months and then showing the finished product to the client usually does not lead to the client’s vision of the final product. Involving your client will give them time to process what you are delivering to them and allow the product to grow on them. I think this especially works for clients who do not know what they exactly want. In the end, you will have done less work and your client will love it. Win-win situation for everyone.

An example of where this works pretty well is in web site development. Break up the work into demonstrable parts. Once you finish an end-to-end feature, show it to the client and get feedback. The client will see the progress being made and can provide quick feedback.

My favourite is doing those extra little things that the client doesn’ t expect. I understand that suggestions like adding extra functionality into a clients website or adding a extra 1000 business cards printed in for free have been said. However, as a freelancer, I understand I need to be different to compete in this huge dog-eat-dog industry. What I’ve found that works best for both the client and myself is to meet with the client at a time when the client is best available, no matter of location. If the client wants to do lunch in between his business dealings, that’s fine. If the client would rather meet with me 6am before work or 9pm at their own house after a long days work, that’s even better.

I’ve found that taking the time out and meeting the client at their house after work helps a lot. The client feels relaxed and is more welcoming to do business with you, because the client is in his own personal space and feels comfortable at any time to say, “your proposal is interesting, but it’s not what we’re looking for. Thank you.” At the same time, the client more often takes on your proposal or concept and your rewarded with their work.

If you are going to do a job over the internet for far away clients, if the budget allows for an air or train ticket Go Meet Them in person. And at the end of the job, too.
I think there are several advantages:
- you can understand their request better, then work less afterwards
- you show how much you care of your clients
- they seldom expect it, thus appreciate it a lot
And they WILL rave about it expecially if you are kind and professional.
You’ll then get a lot of word-of-mouth going on.
To say more, you can get out of your cubicle, find new inspiration by breaking the routine, and can use the travelling time anyway, reading some book or manual or firing up your laptop.

Client Tip:
I work with small start-ups and their needs in graphic design. I have found that when you become your Clients Cheerleader, encouraging them in their pursuit or dream, they are appreciative of your work as well as feeling as if they aren’t alone in beginning a new business.

Be available-Listen-Be creative.

Tanya

“When in doubt, honesty is the best policy.”

Clients will come and go and some of the best may stay but being honest will keep your business on track. More can solved quicker and upfront by being honest than being deceitful or defensive with clients. If something goes wrong with a project or you need extra money let them know upfront and work out a deal. Without honesty we resort to a win-lose situation where one person walks away unhappy or unsatisfied with their service or product. Being honest only servers to strengthen the trust between yourself and your clientele. A simple concept but underused.

Learn about your client’s business/industry on your own.
Whether you’re able to use the knowledge you gather on the project or not, show your client you’re invested in their success by spending some of your own time understanding the market they face, best industry practices, and developments in their line of business. Leafing through the most recent trade journals associated with their industry can tell you a great deal, and demonstrates a willingness to partner with them, not just vend services to them.

Have patience. You might be anxious to rush into a project, or to get it done; but your client may not be so anxious. Rushing will only result in mistakes, more work, and a frustrated client. Have patience with yourself and your client, and your best work will come through in the process.

Adapting to the client’s personality. – One of my best abilities is to adapt to my client’s personality. Everyone loves a personal reflection of themselves, even if it’s a little bit. Upon meeting up with a client, I study their behavior patterns and see a little bit of me in them. I won’t try to mock them, but to “accommodate” them. For example, if they are a funny type, I’ll have a lil’ joke to share. If they are upset at the time, I try to be a bit understanding. If they love their children so much that they can’t go by 10 minutes without saying their names, I make sure to emphasis how important this project is so they can take their kids someplace when the project is successful! Of course, when the client is serious and business-like, I match up with the client to make sure they take me seriously. I realize that some clients look at me as a team player and sometimes a friend. So, adapt to your client. They will be glad you are really listening and as upbeat (or as serious) as they are!

Help your client understand what they want. Clients look to us, the experts, to deliver what they want, even if they don’t know what that is themselves. When you’re getting mixed signals from a client, the best thing you can do is sit down with them (literally or figuratively) and refine the project scope. It never hurts to ask, “Are you looking for X or something more along the lines of Y?”

Get the conversation started early, return to it whenever you have questions, and save yourself a lot of trouble.

Always go the extra mile to give them more than they wanted. Add a little more to their website and put your heart into the work as if it were your own. I have an accountant who goes out of her way to make the delivery of my tax return special. The tax return would come in a nice folder personalized with my name and tax year. Inside would be my papers, a handwritten “thank you”, and tabs to mark where my signatures were required. Included would also be an already addressed envelope to send to the IRS, and an invoice with an addressed envelope to send back to her. It makes things so much easier for me, and leaves a mark in my mind that this person is professional and cares about her clients. I know that she will be getting repeat business from me and possibly from many others. I be sure to remember to use the same professionalism with my own clients. Hopefully it will leave a mark on them, and so on…

Provide a pathway for further development. Something I always like to do with my clients, is provide a document near the end of the project which explores the ‘where we go from here’ options. Essentially, it is a road map for the client to logically follow to it’s next creative need or development.

Anyone can finish a project, most people can finish a project on time, half of those people can do a decent job on the project, a few deliver big time, and a very select handful take the initiative to go above and beyond all of that! My clients are often shocked that I would take an interest in their company to the point of actually giving them a document which brainstorms some potential creative steps. Not only do you earn major points in the client trust department, but you also are more liable to receive repeat or recommended business. It’s always worked well for me, and I don’t know of many who do the same in my area. Hope this helps!

Treat each client and business opportunity like it is your most important one yet!

The moment you get laxidasical about a client is the moment your level of professionalism and work ethic go out the window. This usually applies for the up and coming freelancer who will do anything to keep finding work. But as I have moved through that stage myself i’ve found how rewarding my attitude and drive towards new projects and clients can be if I always view it like its the single most important job I’ve had and that nothing, not years of experience nor a high price tag, will ever get in the way of the clients goals and my root beliefs of my business. Always Keep Smiling!

Instead of completing 90% of the work and letting them visualize the remaining 10%, put forth the effort and finish the work.

it’s all to simple when time slips away during a project and your up against a deadline to turn work over unfinished. “Just imagine it with this shading and that gradient” or “It will have the ability to expand!” are simple to understand as a designer, but customers rarely understand what you mean.

Be more disciplined with your time, communicate to clients the necessity of not handing over incomplete work, and by all means, FINISH THE TASK BEFORE YOU MOVE TO THE NEXT ONE!

Now that this is done and I’m not interrupting the entries, I have to say, Stephen, that yours is probably one of the most fantastic ideas I’ve heard. While I’ve usually been in an ongoing conversation with clients throughout a project about how they can increase their business in the future with my design work, I’ve never really thought of putting it on paper.

I love the idea of laying it all out there on paper, which is what I try to do generally. It’s hard for you or the client to retain what who said about what throughout all those ongoing conversations. We all do so much better with clear documentation. So this kind of clear road map is just such a fantastic idea. And your point about it showing your passion for their business is well-taken. It fits well with my style of marketing, as I tend to cater to small businesses that I love.

Do you mind sharing an example of such a road map, if only in private? I have some sense for how I might do it, but it’d be absurdly helpful to see how you handle it yourself.

Keep communication personal.

Its easy to get in the habit of using email for all of your client contacts, but never underestimate the power of a phone call. Unless your client specifies that they prefer email for all communication, a simple phone call to touch base on an existing or future project shows you genuinely care, and can often mean the difference between getting future work or not.

Actually, the best thing to do for the client is to do a simple (shareholder and much much more) analysis of where it/she/he really belongs to on this planet/ in their own market place . The artistic side of design is often subjective, and clients are like children when it comes to that – everyone is different – what art or tool of manipulation/gem works for one, does not work for the other – ohh, the endless experimentation…. fun, fun,fun!

but the fact of including an analytical pagelet, if you will, of the strengths, weaknesses, opportunities (you know!!!) of the client, of their image, as far as design is concerned will really give them something to think about. The client is looking for a intuitive grasp of the big picture and that is what I mean. Because most clients are basically blind when it comes not only creating design that “rules”, but also maintaining, renewing, energizing and so forth their designs. Their main issue is to know A) Who they are as a brand/image B) Where they are as a brand/image/company as related to all things design. That is what I always give them, besides the design work and the project report.

Depending on the client this can be from a brief intuitive note up to a full report.

I might be late a bit, but this is my idea of creating and maintaining is about that.

Hallo… any update? Which ten answers did win?