Top 10 tips to happy clients

1) Reliability

Do what you say when, how and where you say you’ll do it and be consistent.

2) Expertise

Know more about your creative/media field than the client does. Keep up to date with emerging trends and facts by attending exhibitions, seminars or online research. They are hiring in specialist skills they don’t have in house so expect you to suggest improvements to their brief (and be able to back up your argument), add value and offer fresh perspectives on the brief.

3) Responsibility

Take full control of the job you’ve been briefed to do; chase the client if you awaiting action in order to progress. Notify your client as soon as a problem arises. Tell them if there are any copy errors in what they've supplied. Make their life easier by offering solutions rather than giving them problems.

4) Communication

From taking a full accurate brief, to being available to take their call, to having an email ‘auto-reply’ that says you’re back in the office at 3pm today. They shouldn’t need to chase you, you’re hired to make their life easier not harder. Listen to your client and involve the client in the creative process; use your knowledge to separate the good from the ugly. Two of the most important words a client wants to hear are "thank you".

5) Professionalism

Your personal appearance, your branding, the way you answer the telephone. The paperwork you issue to manage the project…you may be a 'creative' but they're likely to be unimpressed if you explain the late start is due to a hangover.

6) Thorough

Nothing irritates a client more than sloppy work, emails not spellchecked and rushed work with glaring errors that say you don’t care about this client.

7) Realistic

Know what you’re capable of achieving in terms of output quality and the timing so you don’t over-promise to the client. Keep tabs on your capacity. If your client wants you to layout a 500 page document in 2 days ask for a better timeframe. Better to be up front than accept an unrealistic deadline and fail to deliver.

8) Flexibility

Where feasible offer flexibility to win brownie points. Clients will appreciate an evening worked to meet a deadline or a last minute change in print finish (notified up front of any appropriate additional charges).

9) Over Supplying

An extra free set of changes, an additional shot, some extra code to demonstrate how suggested added functionality will improve a website.. Little extras will go a long way when it comes to repeat business.

10) Discreet

Do not disclose details of your clients’ business to others, including any research or commercially sensitive information they pass on to you as part of a brief.


Previous Page

Freelance Alliance
Freelance Alliance
What is Freelance Alliance?
Freelance Alliance