Gone are the days when huge businesses used to survive without proper client servicing. Earlier, people had fewer options, which is exactly why people had to bear with the tantrum thrown by the business people. However, in todayâ€™s world, with so many options available at every corner of the road, a business person cannot afford to provide a bad client servicing. If you are running a freelance web business, you have to be very careful with the services because you have a huge competition out there and you need to stand out in order to be successful. They’ll always keep your business cards handy because they know you provide great service.
As a freelancer, building a relationship with your client has to be the most important part of your job so you cannot risk your relationship with clients by providing bad client servicing to them. At times, freelancers do not get to spend so much time in providing client servicing that they end up with not so good this skill. However, sooner or later, you will have to deal with clients on daily basis so you cannot afford to have rusty customer skills. Always responding to your clients needs will create loyalty.
Why is Client Servicing So Important?
I have heard a lot of freelancers asking this question as sometimes you fail to understand why good client servicing is important for a successful business. Freelancers need to understand here that whatever we are and whatever we will be it would be because of the clients. As a freelancer, you would be out of work if you do not have clients. One of the major reasons behind not having a good clientele might be your poor client servicing. Your client servicing department is basically representing your business so it can either make or break your business in a couple of minutes. As a freelancer, you need to understand the importance of good way to deal with clients in order to be successful.
Providing good client servicing is not as hard as it might sound. All you need to do is to make little effort and you will have a happy client.
Have a Friendly Behavior
As a freelancer, most of your interactions will be online or via phone. You will hardly be communicating face to face which makes things a little difficult. While writing an email, you need to be sure that none of the words used are making you sound rude. Always read your email twice before sending it out so that it does not give a wrong impression of yours. If a client got any negative feeling from your communication, you have ruined your impression for a long time. If you talking over phone, sound friendly but do not go over the board with it.
Donâ€™t Let Go of Your Patience
In the world of design service-providing business, you will have to deal with variety of clients and some clients are easy to handle and some clients can be very difficult. Also, you are the designer here and your client lacks knowledge so you will have to explain things to him and it can be frustrating. In such cases you will have to come across as a patient person.
As a designer, always put yourself in your clientâ€™s shoes and then think. That person is investing money so he has every right to ask you questions or give feedback. Now, the feedback wonâ€™t always be appreciative but you will have to deal with it patiently. AT any point, if you give away strong signals of dislike on their criticism, you will lose out on a client.
You Should Be Easily Accessible
The best thing about being a freelancer is to be able to work on your own timings. However, it is not necessary that your clients will be working on the same time as well. As a freelancer, you should be accessible at any point of time and clients should be able to contact you in case of any queries. If you are not available on time, a lot of things related to project can go wrong or get delayed. Always keep in mind that the best customer service is the one which is available and accessible throughout the working hours of the day.
Bridging the Informational Gaps
You will always have difference of opinion with the clients and in order to make such discussions easy, you need to bridge the informational gaps between you and your clients. Instead of arguing uselessly, you can make tell and explain them the reasons behind a certain decision. Never ever tell a client he is wrong. You can tell him better reasons and inform him why you think your choice would be a better option. This will not only increase their knowledge but they will also develop a level of trust in you which is a great thing.
Always Get Back To Emails / Calls
As a freelancer, you have a lot of things to deal with as you are the only person handling almost everything. Even in this case, you should never ignore emails or calls from clients. If you are busy at that moment, make sure you get back to the client via email or call as soon as you are free. Not replying to your clients can be termed a rude attitude or they might think that you are careless. If you want to build a good relationship and strong customer service, get in touch with your client whenever required.
Acknowledge Your Mistakes
As human beings, we all make mistakes so there is nothing wrong if you ended up making a mistake during the project. Instead of denying it, you need to own your mistakes and accept them even in front of the client. This will make you a bigger person in front of the client and you will not have to lie about hundred things to cover a single mistake.
If you will admit your mistake, there are chances that the client might ignore it, however, if you will not acknowledge your mistakes, client will lose the faith in you and will not offer anymore projects to you.
Deliver On Time and More Than Promised
Once you are done with project, do something which is unexpected for your client. You can always send something complimentary for your client with the project. All you need to do is deliver more than promised and it could be anything related to or not related to the project. It will end things on a good note and a client will always prefer you for the next projects because of your good services. Always be on time and as promised, as it will vouch for your professionalism.
Never Say Bad Things about Competitors
Avoid any sort of trash talking about your competitors as this will not give a very good impression of yours. If you are degrading your competitors, your client will think you are not confident enough about your own skills. You will end up damaging your reputation and not of your competitor. You can compare the features with the competitors but you should be bold enough to listen to good things about your competitor and appreciate them as well.
For a design service providing business, a client is the sole source of the bread and butter. Managing clients is an integral part of managing the design business. The client may come to you once, however, in order to make his keep coming back with more work; you need to be as good as possible with your client servicing techniques.Â Therefore, always retain good client servicing for continuous progress of your business.