Reliability is that relatively unheard-of factor that really influences the client's decision to work with you again. I think it's essential myself.

It should be automatic, Anne. I agree. It's not, and that sucks.

Stepson had a customer service incident yesterday. He'd taken a tire to a local shop for repair last Thursday. He called them yesterday wondering where it was. Their response, "Oh, we realized it can't be repaired."

No one called him to tell him. Instead, he had to chase it. That's lousy service right there.

Paula, that's a super hint, too. I may not have an answer today, but I'm going to acknowledge that you've asked the question. It takes so little to show people they've been heard.

Wade, I do only technical blog posts now, and yes, the rate is higher. Most times the client will feed the idea to me, which cuts out a lot of time in researching (especially if they send a link).

As an aside, when you're writing those technical blog posts with research do you have a different rate? I'm assuming they take longer to write than a general post.

I say thank you so often I fear people view me as Brenda on The Closer. "Thank yew….thank you very much."

I also reply to e-mails as swiftly as possible, and appreciate it when clients do as well. Why? Because common courtesy goes a long way in making others feel valued.

We've all met or seen the tycoon type who thinks anyone can be bought, so throwing money at someone means they don't need to be polite. Gee – imaging how much of their previous cash they'd save if they took five seconds to say Please and Thank You? (Given those types are usually egocentric, they already know how to take credit for things by saying You're Welcome.)

You give great examples. Thank you is so often missed. Like you suggest, I thank my clients with every project-no matter how long I have been working with them.

I also like to do the unexpected gift (e.g., fruit basket, etc.) periodically for my anchor clients.

Sending them articles/reports they might be interested in is not only good marketing, but clients appreciate it, too.

I used to travel a LOT in my corporate days. One client told me she loved my customer service and it was simply because I always acknowledged her emails. If I was traveling, I might send a reply letting her know I was out of the office, but I would get so & so on it or (if it seemed less urgent), I let her know when I would be back in the office and asked if it met her needs if I followed up when I returned to the office. It took 2 seconds to respond, but gave me miles of good will.