What I’m reading: Gilian the Dreamer by Neil Munro
What’s on the iPod: Small Town by John Mellencamp
Nice day yesterday – I actually had enough work to keep me busy through the day. It was refreshing. And now I feel back on task. And of course, I’m fretting imaginary deadlines. I have an interview this morning and a smaller project, plus some work this afternoon on another article assignment. Then more marketing. Just because we have something to do doesn’t mean we can stop marketing, right?
We’ve talked quite a bit lately about asserting ourselves and drawing boundaries with our clients. And we’ve discussed at length what to do when faced with bad client situations or just bad clients. But what we haven’t talked about for a while is how we should be behaving so that our clients – the good ones – can receive the best possible service for their money. Let’s face it; you can’t justify your price if you’re not doing your utmost for your clients every time out.
So let’s pretend we’re each other’s clients. If I’m looking to hire you, here’s what I’m wanting from you:
Results. Look, I’m not paying you to just warm up the same old leftovers. I can do that myself. I’m paying for someone to listen to what I want, understand, and deliver beyond what I can imagine. Because if I can imagine it, I can do it myself.
A little leadership. Assume I’ve never handed over a writing assignment to anyone. I’m going to need help. I’m going to look to you to ask the right questions and give enough guidance to ensure that the project I tell you I want is the one I really want, and that you understand what I need. Take charge of the work process. I’ll be happier for it.
Timeliness. If you tell me you’ll have it to me in two weeks, I’m going to expect it in two weeks, not four. If you can’t meet deadlines, I can’t trust your word. If I can’t trust your word, I can’t trust you with my project, and I’m spending my money elsewhere.
Communication. I love working with people who are available. Not that I expect you to be at my beck and call, but I appreciate same-day responses to emails or phone calls. If you wait three days or more to return my call, it may be because you’re busy, but I interpret it as you not caring about my project.
Collaboration. I want to work with a writer who will work with me, not just sit there saying “Yes, Ma’am” or “You’re out of your freakin’ mind!” Make suggestions if you think it will improve the end product. I may not take your suggestion on, but I’m grateful you’re thinking about my best interests.
Consistency. No surprises, okay? Just do the job at the price agreed. Don’t suddenly decide your aunt’s cat’s surgery is infinitely more important than my getting my annual report revised for next week’s big shareholder meeting. And don’t stop work on my project unless I’ve not paid you what you’re due, and certainly not without an explanation.
Your turn. You’re hiring me. What do you want?
12 responses to “What Your Clients Want (and Deserve)”
I expect:
-respect for deadlines
–excellent work
–no excuses
Sort of the same standard I have for myself when I pitch for a job!
I would be looking for honesty. If you can't meet the deadline I requested, then just tell me right away. Don't wait until the last minute or rush through my project just so you can get paid quickly. If a problem comes up during the project, I would want to know asap. Don't just take matters in your own hands and assume what I might want. (unless, of course, I don't bother to get back to your emails.)
Excellent advice, ladies. 🙂
Devon, I think there's often a disconnect with writers and their clients. Writers tend to take an oddly adversarial stance, maybe having been burned enough to expect it (and don't we just draw that negativity to us like a magnet?), and they don't do what you and I do. They don't connect with the client long enough to really care about the person's needs or even care enough to do the job properly.
Wendy, so true. Getting it done quickly is evident in so many cases. (and it's why I don't care for content farm writing – obviously done hastily). And like you pointed out in your last sentence, there are exceptions.
One of the best compliments (for me) that I received from clients was my professionalism. I didn't realize how important that perception was until two different clients expressed it.
I think it stems from a feeling that as freelancers we want to be taken seriously as the professionals we are. It works both ways and many of the traits you listed here, Lori, will get us that "professional" compliment.
People are tired of writers not giving them their full attention, Cathy. I remember one of my first jobs at a large newspaper where I was called back repeatedly by the editor. Why? She said, "You're reliable." At first I thought "Great, I can't write and this is all she can think of to say." (I was young and insecure) But then I realized exactly what she meant – I gave her what she'd asked for in the timeframe she'd expected it.
I'll take that. 🙂
I agree with what you said in your last comment, Lori. I've had more than one client complement my reliability (which is sad really because it should be the rule rather than the exception).
It should be, shouldn't it, Kim? But how often are we disappointed by service or reliability ourselves?
I want editors who respond to my questions. This week it took an editor three days to reply to a question I'd asked Monday, when the article was due. It wasn't even a difficult question, but in order to get the assignment in on time, I needed an answer.
I also expect to receive contributor copies. One place I write for stopped sending contributor copies when they beefed up their website. I understand that since they're looking for ways to cut costs and everything is viewable online. But when magazines that don't post articles online don't send contributor's copies, how much mileage can a writer get from those clips?
I also expect to be paid within a fair time frame. Today I turned down an assignment from a publisher for whom I've already written three lengthy articles. The new article would have be due during the holidays, which made it a no-brainer. That is the one time I year I actually do take a few days off work. I told them if they paid $1/word I'd find the time, otherwise it wasn't worth it. Yes, I can use the money, but they don't pay a lot and can take months to pay. I saw no immediate benefit to accepting the assignment, so I passed. And it feels good.
(You can get up off the floor now, Lori.)
1) I always classify my approach as "being low maintenance." Deliver what's asked, without a bunch of friction.
2) Be pleasant to work with, no matter what's going on behind your own scenes. That includes being happy and upbeat when you hear from a client (fake it if you must), regardless of why they might be calling.
3) I know you're sorta born with a sense of humor or you aren't, but I know that my ability to "lighten the mood" has saved my butt on numerous occasions. Perhaps it sounds silly or simplistic, but people like to work with people they like. A little bit of charm goes a long way.
Jake – one of my mottos has always been: Never trust someone who doesn't have a sense of humor.
Why? Self-serious types have a way of making everything unpleasant. (Then again, so do people who are constantly searching for a laugh.)
What Jake said.
Jake, I'm totally stealing that first point for tomorrow's post. I'm a thief, but I'm honest about it. (There's an oxymoron for you!)
I call that type of humor as disarming. It comes in handy, I agree. And you either know how to use it or you don't.
Paula, I'm with you. 🙂