The Client Is Always Right… But If They Are Wrong?

Posted: June 10th, 2009

Personally, I like to pride myself in the fact that I really take care of my clients. Just doing the little things, such as communicating every step of the way on projects and doing high quality work, go a long way in keeping you, your business and your client happy. More importantly, clients also reciprocate with respect and usually nothing but positive things to say to you and others.

Recently, despite good services provided to a particular client, I had one that decided to suddenly send an email going off on how I messed up on a project pointing out to issues that were beyond my control or I had nothing to do with. Without going into details, I became enraged and reached a decision point: do I fight back with a scathing email and drop this client like a ton of bricks or do I bite my tongue and give in?

The knee-jerk reaction is, of course, to come out swinging. After all, if you are in the right, you have the right not to tolerate such disrespect and continue working with those that show it to you. But is it really the smartest thing to do? There are major drawbacks to “getting even” and ceasing all business with these types of clients:

  • You lose business
  • Any pending payments may be difficult to collect
  • There may be a possibility of backlash that can damage your reputation

Well, I’m proud of the fact that, for this particular client, I went through the following steps that brought everything under control without sacrificing my own pride nor losing the client:

  1. No contact for a day. Take a full 24 hours to calm down and think rationally and without communicating to the client. Giving in to the urge to send an immediate response stating your case isn’t the smartest thing to do, even if you are right. Remember, being right doesn’t always pay the bills.
  2. Respond with an email to contact you immediately by phone or instant message. Keep it to just that and no response to “get a jab in there.” Any grievance by a client is best handled by a phone call or, if a call is not possible, a session on the IM. The reason is that the client will most likely be calmed down and not likely to lash out.
  3. Talk over the client’s differences and be diplomatic. Being nice and calm helps the client be nice and calm, too.
  4. Explain that you will not tolerate future insults or angry emails. The key to this is be polite, acknowledge their frustrations and tell them, if any issues arise in the future, send an urgent email to call or IM you immediately.

This isn’t to say that all clients will be able to be dealt with in this manner. There are rare cases where a client could turn out to be a jackass, in which case, better to cease all activity with them (politely here too). The majority, however, who show a bad side of themselves are actually good people who are venting when a real person isn’t right there to speak to.

Its just up to you to set the rules when potential arguments are about to take place.

The Week In Freelance: June 1st

Posted: June 5th, 2009

  • Martha Retallick from Freelance Switch has arguably the best advice I have ever heard on marketing yourself: Quit trying to perfect your portfolio, website, sales pitch, whatever and just get going. “The trouble with perfectionism and creative types is that it sucks up a lot of time that we could use for building our businesses. It’s all too easy to delve into endless tweaking of our websites, designing an award-winning direct mail piece, or creating a knock-their-socks-off HTML newsletter. [...] Meanwhile, business opportunities are flying by. And our competitors are jumping on them. So, don’t let the perfect be the enemy of the good. Just. Get. Going.”
  • Cindy Krischer Goodman from TampaBay.com on freelancing as an option in a tough economy: “For some, the stigma of working at home as a free agent has them mumbling apologies. ‘They tell people,”I’m just doing this until I get a real job,”‘ says Kate Lister, co-author of Undress for Success, a soon to be released book on working from home. But more and more, people who are willing — or are forced — to give up the benefits of a 401(k) or corporate-sponsored health insurance are getting comfortable shunning the pointless meetings and annoying office politics: ‘They are sick of the rat race and they discover this as a way to take control of their lives.’”
  • Some more evidence that freelance work is booming in the bad economy (Wall Street Journal): “Between January and March, employers posted 70,500 of these work-for-hire positions on Elance.com and 43,000 on Odesk.com, which represents increases of 35% and 105%, respectively, from the same period in 2008. Sologig.com, which lists remote and on-site freelance jobs, says its average monthly postings have more than doubled to around 13,500 per month in the past year. In March, there were 750 jobs listed on VirtualAssistants.com, versus 400 in March 2008.”
  • Bookmark this page from Sparkplug CEO: Online legal resources for the home business.
  • Darell Etherington from Web Worker Daily: Achieve your goals publishing them online. “The web is a great place to publicize your professional goals, especially if that’s where you do the bulk of your work. But just tweeting your aim doesn’t mean it’ll come through. As with most things, a plan will help increase your chances of success.” Smart idea!
  • States of Mind has an interesting interview with freelance journalist Dan Baum on what it takes to succeed in this field.
  • For those who may try to sell anything online, whether it be your services or an ebook or anything else, do you know the golden rule of online marketing? [from Copyblogger]
  • Mason Hipp from Freelance Folder on using Twitter to get clients: “The first, and perhaps most obvious way to get clients from twitter is to respond to people who are asking for help. If one of your followers posts a tweet saying that they’re looking for a web designer, then all you have to do is Direct Message them saying you’re interested and offering a link to your portfolio or website. You would be surprised at how effective this can be.” The best part is that he mentions two other ways too.
  • Looks like some freelancing websites are getting noticed more and more to find programmers [from Inc.].
  • Some of the top web designers give the pros and cons of going freelance. [from Noupe]

Top Ten Summer Vacation Plans For Freelancers

Posted: June 4th, 2009

Wow! It’s already June so time to get away from the computer screen, chill and make those vacation plans. Here are some of the better plans that are the envy of all freelancers:

10. Tweetup down at the Starbucks.

9. Go out on the town and get that Carl’s Jr/Hardees $6 burger for $3.99.

8. Head overseas to Texas.

7. Check out some package deals to the Bahamas. Stay home.

6. Go look for some daylight. Hang out in it for a little while.

5. Uhmm… define vacation.

4. Readjust back into society. Then come back home and work again.

3. Go shopping for a little RAM down at the Best Buy.

2. To see if @HOT4U is really like the photo.

1. Your shower.

Do Your Project Bids Sell Or Smell: Part 1

Posted: June 3rd, 2009

Photo by Jekert (Flickr)

Photo by Jekert (Flickr)

Many of us freelancers have a routine down well of sifting through project job boards and sending out project bids for those that interest us. Surely, we won’t win them all. Have you ever wondered, though, if it is possible that your bids could be a little bit better and win you more projects?

The answer is following a few guidelines can really go a long way in helping you win a much higher percentage of the bids you send out. Its not rocket science nor do you have to be an expert writer either. It is simply taking steps to make your bids stand out from the rest.

Let’s say for a moment, put yourself in the mind of an employer looking for a freelancer. You probably have to look through anywhere from 50 on up to 100 bids and they will probably fall under one of three types:

  1. The Canned Response: A single universal template for all bids unchanged for any project and not at all personalized to the employer. Odds are about 99.9% it will be deleted and laughed at.
  2. The Typical Response: A bid which gives the usual details… Hi, I’m interested in your project. Here is my experience and contact info and this is what it will cost. Bla bla bla. It probably is a little wordy from detailing all your experince and just doesn’t stand out from the fifty others just like it.
  3. The Winning Response: The one that gets the project, not by luck, but by telling the prospective employer exactly what he wants to hear and in as few words as possible.

So what exactly does make a winning reponse? Let’s go back to the propective employer’s mind again and imagine him reading your bid but after reading another fifty beforehand. You can bet he is not going to read it like an action thriller, but rather scan it through for a few seconds. Then if it strikes him as a viable candidate, he will probably read it again slowly.

Add to this the fact that bid selection isn’t a face to face interaction and you can see that anything done to make your bid stand out will greatly increase your odds of catching his eye and winning the project. There are several steps that can make this easily happen.

The Essentials of a Winning Bid

  • Use bullets (ahem… like these). Rather than write out paragraphs, utilize bullets which forces a read-through.
  • Be concise. You can summarize your experience but you do not need to go into detail of any previous work. That’s what your portfolio is for.
  • Sell yourself. Briefly give reasons they should hire you or expectations they will have of you (bullets work here too).
  • For complex projects, explain your solution. Briefly explaining your methods of completing a project in a short paragraph reinforces the fact that you will know how to get the job done.
  • Give a cost estimate. Sometimes project details are too vague to give an estimate but I’ve noticed that it does help to have this, even if it is a ballpark figure or a price range.
  • Ask questions. It’s important to ask (smart) questions if any details are unclear, but it also initiates communication with the employer which can give you the upper hand against other bids if the employer answers back.
  • End the bid by giving your email, an instant message, phone number and location. The likely contact will be by email but by giving the impression you are easily available and are, in fact, a person, you won’t be so anonymous as the other hundred applicants.

Now, I wouldn’t be so mean as to not give you an example so in the next post of this series, I’ll break down the bid further and add a winning sample bid to view.

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