12 things to remember when working with clients

• Freelancing

A worn-out photo from cliparts.

Having worked as a designer for many years, I managed to be both a performer and a customer. Since I have the opportunity to communicate with clients directly, I have identified several points for myself that allow me to increase their loyalty and tune in to the same wavelength. A satisfied client will recommend you to their friends and partners or come back with new projects.

1. Respond promptly to customer requests

2. Stick to your deadlines

3. Be honest

4. Keep the client in the loop

5. Synchronize client expectations with yours

The golden rule with rhinestones is that everything that can be misunderstood will certainly be misunderstood. An example from practice: a client orders a website design, and as a result, as it turned out, he attributed all the texts to “design”, because they are also on the website, and this is another week of a copywriter’s life.

6. Goals and objectives are most important

7. Don't think you're smarter than your clients.

8. Take advance payment

1. this shows the client’s readiness to work with you and his solvency;
2. it disciplines you. By taking money up front, you take on the responsibility of getting the job done on time;
3. There are projects that drag on for a couple of months through no fault of yours. Prepayment makes it possible not to sit on the sidelines while the work is in progress.

9. Don't stop money from coming to you

10. Don’t stoop to the level of market women

11. Pleasantly surprise your customers

To attract and retain clients, it is not enough to be a good designer. You will have to jump above your head, because competitors are not asleep!

For the sake of your customers, you will have to work on your communication style, including online, acquire business acumen, optimize your work process, and much more. It sounds scary, but there is nothing to be afraid of: these tips will motivate you on the path to success, and clients will be drawn to you.

01. Be more open
A potential client comes to you with negative experiences working with other designers. He risks hundreds of thousands of dollars if he falls behind schedule. Look carefully at how you can help him. Of course, you shouldn't make unrealistic promises, or you'll be no better than his previous designer. But if possible, accept the challenge and do the best you can. Complete the project with dignity and this client is yours forever.

02. Give advice for free
This doesn't mean you have to work for free for everyone and everything. Just communicate with clients without counting money for every minute of a telephone conversation. We are not lawyers. And if they ask you a question, and then you hang on the phone for another hour - so what? Be happy that people trust your opinion. Don’t impose anything, just consult and try to help the client as much as you can.

03. Give recommendations
Has your client mentioned that they are working in a new direction or getting informed on a certain topic? Recommend to him your familiar experts who could be useful to him. When questions arise again, the client will know who can recommend the right person to him. Soon people will believe that you know the cream of your industry. As the saying goes: “Tell me who your friend is, and I will tell you who you are!”

04. Be flexible
If the scale of the project is no more than seven unique designs, still think about the eighth or even the ninth, you won’t spoil the porridge with butter. There is no need to immediately demand additional money for this, as well as for unforeseen additional hours of work. Don't let yourself be taken advantage of, but every penny you don't save on customers will come back to you tenfold.

05. Promote your clients' brands
Be kind to your customers and they will be kind to you! People love it when they and their work are praised. Show some enthusiasm by posting on social media about those you are currently working with. Post your finished work in your portfolio and let the world know! And, most importantly, let the client know that you are promoting his brand.

06. Ask questions
Some clients don't really know what they want. Ask leading questions and try to find out not what they would like to see, but what they want to achieve with your design.

07. Show samples
The aforementioned client does not know what exactly he wants. Where to start? In this case, you can arm yourself with samples of your own work or examples from other designers to flesh out the concept.

08. Keep clients in the loop
The Design Council's 2010 report listed client education as the second most important criterion for selecting a design agency. This doesn't mean you have to answer calls at four in the morning, just answer emails right away and schedule plenty of time for meetings and video conferences.

Keep clients in the loop and alert them to possible delays. Sometimes clients want to see not only the completed design, but also early concepts!

09. Write fair checks
The better organized your finances are, the fewer problems you will have with them later. Prices should be clear from the very beginning. Write down everything - what exactly you agree to deliver, when, how much it costs and how much you charge for subsequent amendments to the work - in black and white. Life will be much easier for you and your clients.

10. Keep track of deadlines
Maybe your clients have already forgiven you for delays, but most likely they weren’t particularly happy about it. The next client has the right to simply refuse you additional time, deadlines are deadlines. If something goes completely wrong, warn about it in advance, and not the day before the agreed delivery of the work.

11. Be polite
It's surprising how many professionals forget about basic rules of behavior. People are much more likely to return to someone who is polite, helpful, and energetic. Don’t behave like a hysterical person or a stubborn idiot, this will simply make the client climb the wall and then get out of the office.

12. Admit your guilt
Be responsible for what you yourself have ruined. Admit your mistakes and let the client know how you plan to correct them. Trying to ignore problems only makes them worse. This behavior causes distrust and reluctance to contact you again.

13. Don't overload yourself
Don't take on more work than you can handle. If you're torn between multiple projects, you won't be happy with any of the results. Multitasking is not necessary here, and workaholic martyrs are unpopular.

14. Listen very, very carefully.
Even if the client says very strange things, try to understand his point of view. Clients choose designers primarily based on their ability to listen and understand what is required of them. They love people who are easy to work with. Try not to waste your clients’ time on clarifications over the phone, because at the meeting you simply zoned out and don’t remember anything.

15. Learn to say “no”
If the client's idea is bad, don't be afraid to say so. Say no to flashing toxic-colored text (and explain why). Politely explain why you don't like the idea of ​​using cheap stock photos instead of original work. People will thank you for this.

16. Write contracts
Oral agreements are just empty vibrations in the air. Sign a contract with those you work for. It also includes prices, for example, hourly rates with the first edit free (for each subsequent edit you will have to pay hourly). If you or the client want to change the terms of the contract, make it available on paper or in the form of an email: less headaches later.

17. Keep in touch
Send thank you notes, cards, and any appropriate gifts to your clients. Wish the client good luck in opening the project, and after a couple of months ask how things are going.

18. Be physically present
A freelance illustrator working for our friendly project, Computer Arts magazine, always brings his work in person, rather than sending it over the Internet. He just shows up, immediately discusses what he's handing over, and sweetens the boring routine with pies and cookies. It may not be practical, but I take my hat off to such workers.

19. Offer bonuses
How to stand out in an already oversaturated market?

To remain competitive, you need to offer customers additional services. It's worth it. You can work on the spot, look for cheaper suppliers, take on additional tasks, or prepare five concepts where only three were needed.

20. Prove your loyalty
In today's economic world it is difficult, but try to be loyal. If your client's competitor comes to you, carefully consider whether to accept his order. It may also be worth conveying to the client news that came to you through word of mouth from other designers. You will be loved not only for your design abilities.

21. Talk “for life”
This may seem hypocritical, but it always works. Talk to the client about his favorite football team, ask how they are doing, about family and other similar topics. The client should feel that you can be trusted; then they will trust you with their next projects.

22. Create for them, not for yourself
We all want to create amazing work for our portfolios, but it shouldn't come first in the process. If the client wants a good, solid design - nothing particularly impressive or experimental - do as asked. It is better to do bright and provocative projects for a portfolio in a suitable situation, or even separately, in parallel with the main ones.

Today I decided to practice a little English and translate one, in my opinion, interesting article dedicated to proper work with customers. I think everyone knows that in the West the level of service provision in most areas is much higher than ours. The ten tips described in this article will be useful to webmasters developing custom websites. After reading, count how many of these tips you follow.

Your customers' feelings towards you are very important. The more you show that you care about them, the more likely they are to want to continue working with you. “Care” means that in your daily routine, day in and day out, your customers are your top priority.

1. Reply to customers as quickly as possible.

Speed ​​is everything, especially when the client asks for something from time to time. Try to respond to customers as quickly as possible. Delaying an answer will not benefit anyone. One way or another, you will still have to answer. So why not do it as soon as possible? Avoid the “Mark all emails as read” button in your email client. Using it may result in you missing an email from the customer.

If you can't work on a client's request at the moment, it's still worth responding to them as quickly as possible so that they at least know you received their request. Also in this case, it is highly advisable to inform the client of the approximate time frame for fulfilling his request. If you cannot complete a task in principle, let the client know so that he can offer an alternative way.

2. Keep the client in the know.

Feeling out of touch with the performer and not understanding what is going on is one of the worst things that can happen when you hire someone. Even if you don't have any important news, let the client know that work is in progress. You are faced with a choice of how to implement something better? Have you found something that may cause problems in the future? Information about the progress of the project will give the client the feeling that he is participating in the project, and not just an observer.

If you have any difficulties, let the customer know about it right away. This shows him that you are keeping him informed and that you have everything under control.

3. Go the extra mile.

If a client asks you to do something extra that won't cost you a lot of time and effort, go the extra mile and do it. As a result, you will get a happy client who will be in your debt, and will also significantly increase the likelihood of his further contacting you for new projects.

4. Correct your mistakes.

If you make something that ends up not working, you have to fix it. A quick way to lose a client forever is to tell him that it’s not your fault and not correct your own mistakes. You should always strive for high quality in your services. This shows that you have a high professional level and skill.

Not taking responsibility for your own mistakes is a surefire way to get a bad reputation. Transparency is important in any business.

5. Listen to your customers.

It's important to listen to what your customers have to say. Really important. You need to understand what they are saying and ask them to clarify things that seem ambiguous to you. Clients may be unfamiliar with some of the terms in our profession, and what you understand may be very different from what they want. For example, the client may say “pop-up window,” which we will understand as a pop-up window that opens in a new browser window, but in fact it turns out that the client meant a “Lightbox” window, i.e. smoothly pops up when clicked.

Listen to what the client is asking for, and then offer your ideas on how best to implement it.

6. Keep your promises.

If you say you're going to do something, make sure you do it. This is part of professionalism. If you need more time to complete, let the client know right away, not after the deadline has passed. Keeping your promises is very important.

7. Don't confuse your client with jargon.

Try to explain everything in such a way that the client does not feel stupid. When offering a solution, make sure you put it in words that the client understands. You can use analogies that fit the terms. Don’t forget that the client is not a web developer, and many words that are basic to you may be completely unfamiliar to him. Try to remember yourself at the beginning of your career and talk to the client in the language that you understood then.

8. Be patient.

You can lose count of how many times you run out of patience with some clients. But there is no need to show them your excitement or dissatisfaction. If you feel that a client is going overboard, let them know, but in a friendly and professional manner. Don't yell and swear at the people who make your living. You must always be professional.

9. Know everything there is to know.

You are paid as an expert. Someone is giving you their hard-earned money to do something they consider you a pro at. You should always be aware of all the innovations in your profession and be ready to answer any question that the client asks. If you show signs that you don't know something, you risk ruining your professional reputation.

10. Put yourself in the client's shoes.

If you were your client, would you be satisfied with the way you (the contractor) treat him? If yes, then you are doing a good job. If not, then the customer would probably like it to be a little better. It is important to constantly evaluate how you communicate with other people. Our profession relies heavily on communication skills.

I hope these ten tips will help you improve the quality of your work, get more satisfied clients and, accordingly, earn more money.

Large companies operating in the mass segment are very concerned about their image, trying in every possible way to maintain it at its best. After all, it is unacceptable for existing and potential clients to be aware of its weaknesses.

But how to avoid the emergence and dissemination of unpleasant information? Of course, this possibility cannot be completely excluded, but it is quite possible to reduce the percentage of dissatisfied customers to a minimum. This is possible thanks to quality products, sought-after services and attentive service.

Let’s take a closer look at the company’s service personnel, because this is its face, and the requirements for it are appropriate.

Working with clients: 9 fundamental rules

These are not just fictitious rules, but very real requirements imposed by the management of most companies on their employees.:

Do not make the client wait for a long time, especially if you are distracted by personal matters and problems. Address by name and patronymic, say hello, smile. This will immediately relieve tension, many clients even change their faces after this, noticeably becoming more supportive.

Watch what and how you say, do not skimp on kind words, smiles and gratitude. Words are your main working tool. They can both damage the company’s image and enhance it in the eyes of the client, and this is another small victory for the good of the common cause.

Appearance, facial expression, intonation and manners - everything should speak of your respect and attention to the client, because he communicates with you not just as an acquaintance, but as part of the company and perceives you accordingly. In addition, this affects the perception of the information you want to convey to him.

Listen carefully to the client, try to understand the essence of his problem, and do not look for reasons to object.

Argument is one of the worst things a conversation can lead to. Do not allow yourself to be drawn into it, because if you win, you will also lose, dragging the matter along with you.

Don't forget, the client is the object of respectful attention. You should listen to his argument, even if you fundamentally disagree with it. Think ahead, get ahead of possible criticism. If you realize that the company or you personally have made a mistake, admit it and apologize. Be decisive.

Do not have the habit of sending the client to authorities; try to help him and answer all questions yourself. If you are at a loss about something, contact a competent specialist yourself, but find a solution.

The ability to smooth out rough edges is your professional responsibility. Conflicts must be smoothed out at the stage of their occurrence.

When parting with a client, do not forget to smile and thank him for his attention to the company.

Working in the service sector is hard work that requires resistance to stress and tremendous endurance. Only compliance with the rules of behavior with clients and an innate sense of tact can lead to the success of an employee and, as a result, the entire company.

I’m willing to bet that many “sales people” from the very beginning of their careers were taught that the customer is always right. Well, or something like “the client is the person who pays us our salary.” Accordingly, the next postulate says: working correctly with clients implies their complete satisfaction and fulfillment of every whim.

Let's take a closer look at how communication with customers, visitors and other similar people actually happens. What kind of relationship do they have with those who are “on the other side of the barricades”?

Perhaps it may seem to some that competent customer service is a system for managing interactions with your customers. Something like She will remind you when it is someone's birthday or Angel's Day, whether you will send flowers by mail or a card. And what? But if you ask yourself: is this what the client really expects from me? Maybe he's interested in something else? As practice shows, in the struggle between a postcard and a one percent discount, for some reason the discount wins...

Now the question is: if the category of citizens in question is so good and, dare I say it, ideal, then why does it hire specialists to perform any task? Why does he purchase the products offered? This means that the client is definitely interested in a specific specialist. That is, we have a situation where both parties to the transaction want to receive a certain profit from communicating with each other. Only the first for some reason dreams of getting the maximum, but paying the minimum. And the second one, a good customer service specialist, makes every effort to ensure that everything turns out exactly the opposite. Both sides are right, and, of course, one cannot blame them for anything.

So it turns out that working with clients is very difficult work. From my own experience, I know that just a couple of phone calls lasting 10-20 minutes each, made before 11 am, can completely unsettle you for the rest of the working day. And this is just a conversation with two people. The end result is low self-esteem (within reasonable limits), somewhat depressed, and the feeling that you were beaten with bamboo sticks all day. And not just on the head. But what is it all about? Because the person who pays the salary should not remain dissatisfied. He is a king, emperor, ruler (underline as appropriate).

As a matter of fact, professional work with clients involves finding a balance between the two concepts of “satisfying the customer (visitor, etc.)” and “getting money for it.” The most important thing in this case is not to lose yourself, your “I,” so to speak. It's a shame that not everyone can do this. Some people generally tend to take everything too personally.

Those whose work involves people must understand that customer management is based on three cornerstones: attracting new ones, maintaining existing ones, and retaining dissatisfied ones. Having achieved success in each of the three listed areas, you yourself will feel how desirable and necessary your work has become.