FreeUp is big on communication.
Great communication with clients is an important aspect of your freelance career. It is crucial no matter which stage you are working with clients: From the initial introduction to working with them for years.
Having great communication with clients can increase your chances of getting hired. It improves how trustworthy they see you and it helps solve situations faster.
So how do you communicate with clients.. the right way?
Respond Quickly and Respond Always
First impressions last.
How quickly you respond to your client’s message improves your client’s impression of you.
If it takes you too long to reply to an email, your client will think that you are too busy to take on their project or to work for them. Most of the time, clients are speaking with other options before they choose the person they’ll be working with. Even a minute of delay in responding can give your competitor a higher chance of getting hired.
A quick response to your client confirming that you received the message, even if you are already working with them, is important. Never let your client feel that they are being ignored. Even if you don’t know the response to their question or you’re still yet to work on their request, tell them that you will check the details and get back to them as soon as possible.
Keep It Professional
When sending messages to your clients, always keep it professional.
You can keep quick messages professional by:
- Communicating within business hours
- Using a friendly yet professional greeting
- Responding in a prompt manner (make sure to reply in 1 business day)
- Keeping your responses short and sweet
- Proofreading for any grammar or spelling lapses
- Informing the client that you’ll be taking a break or will be away from your computer
- Personalizing your messaging and making sure that you are sending your message to the correct person
- Signing off with your name
Ask Questions and Don’t Assume
Making assumptions can set you up for failure.
To avoid wasting time, effort, and even your client’s trust, ask questions.
Asking questions will not only give you a clear insight of what the client really needs or what the project is all about, it will give your client the impression that you are really interested and you care about the project.
Whenever you’re in doubt, ask more questions. Communicate with the client as much as you can until the project or the task is 100% clear.
When you’re faced with a disaster, sickness or accident, keep your clients informed.
If you don’t have access to WiFi or phone service or you don’t have electricity, make sure to keep your clients aware.
If you are experiencing an emergency and we need to reach out to your client, please let your FreeUp Partner, the Support team, or our LiveChat team know as soon as you can.
We can always help by reaching out to the client for you if you are unable to!
Educate the Client
You are a professional, an expert in your field. Your client hired you as they don’t have enough knowledge in the field or they don’t have the luxury of time to work on the task.
Part of the job is to understand what your client needs and deliver a solution to their problem.
You need to educate your client. Be prepared to answer their questions in an easy to understand manner.
Avoid Making False Promises
Trust is a big word in the business.
Broken promises can also lead to broken relationships.
If you think you can’t deliver what the client needs, don’t claim that you can do it. It’s better to underpromise and overdeliver than the other way around.
There are times when you’ll encounter issues and unexpected situations that can lead to unmet deadlines and time frame extensions — so make sure to inform them ahead of time. Don’t blame other people, admit your mistakes, and work out a plan to make things right.
Talk in Your Client’s Language
You can get carried away and use jargon when speaking with your clients.
While there are times when they’ll understand you, chances are, it might cause more confusion.
Avoid using technical terms and acronyms: Use full terms whenever you can. Use words that are easy-to-understand.
Repeat and rephrase. Take the time to explain everything and listen for any additional questions. You can also send in links and show samples to make it easier for your client to understand what you mean.
The only way to improve is to practice, practice, practice, and your communication with your clients will develop along the way.
Do you need help talking to your clients? Our Support Team is always open to help you.