What’s on the iPod: Just Another Girl by Pete Yorn
Yesterday was fruitful. I managed an interview, an outline of one article, and contact with a few folks regarding some potential work. Things are coming together, amen. Even managed a little holiday shopping, which means I now have just two people to buy gifts for. I’d set a deadline of December 10th for all my shopping. I’m loving it, too. If I think I can’t possibly shop beyond that point, I’ll get it done. And the thought of having a few stress-free weeks ahead of me is the gravy.
Today I’ll be doing more marketing (of course) and working on some personal writing.
I talked with an interview subject yesterday and we got on the topic of how independent contractors can create more work for themselves in a tough economy. She said exactly what we’d been dancing around yesterday in the comments – you have to make a personal connection with your customers. They want a real person who has bothered to get to know them.
Isn’t it true? When was the last time someone went out of their way to make sure you were satisfied? I bet you could name the place and circumstance. That’s because mediocrity has become common practice. So if you want to wow your clients, here’s what you need to do:
Check back. That means not just doing what you say when you say you’ll do it, but making sure the end product is what your client wants. You can’t fix it if you don’t know there’s a problem. Follow up.
Offer more. Call it value-added services if you must (I hate the term), but if you provide more than your clients expect, they’ll remember. Writing an article for that new magazine? Why not provide a chart or sidebar with additional information? Give them what they’ve asked for, but also what they haven’t asked for, when appropriate.
Tell the truth. Do you think your client’s message is confusing? Don’t just write it up the way they want it – say something. Listen to their explanation and suggest alternatives. Do as they ask, but not without expressing your concerns and offering to help them change the focus.
Engage. Who wants a writer who’s all business? I sure don’t want clients who are all business. Befriend your clients. Be genuinely happy to hear from them and get to know them beyond the project. People are aching to connect. Let them. They’ll remember you because you bothered to care.
Admit mistakes. Oh sure, you screwed up. Guess what? The sky won’t fall if you admit to it. No one enjoys listening to someone weaving fantastic tales in order to avoid blame. Admit it, apologize, fix it, move on.
Be low maintenance. Borrowing this one from our own Dr. Freelance Jake Poinier, don’t be the writer they have to “deal with” or that one who introduces issues on top of the issues they already have. Just do the job correctly and on time.
What else can you offer your clients that will wow them?
11 responses to “Putting the Wow in Your Business”
Remembering to thank them for their business and showing that you value them as a client.
It's sad how often clients are surprised when they receive a "thank you"-either verbal or a small gift. I like to occasionally throw in a gift "off-season"-a "just because" thank-you.
Melding my unique/quirky/odd way of viewing the world with the information they need presented so it goes out there in a unique, memorable way that is very much THEM and stands out in a positive way.
Love it, Devon!
Considering I deal with a lot of editors long since jaded by a constant stream of faux sincerity from studio publicists, celebrity handlers and wannabe writers who fawn over said celebs, I think I offer my editors honesty tinged with an "every person" point of view that helps them better connect with their readers.
Wow, you guys are impressive! I'd sure hire you.
Cathy, you're right. Rare is the "thank you again for your business, and let me know if I can be of further assistance" note. And really, how hard is it?
Devon, you've said it! It's about THEM, not us. Amen.
Great point of view, Paula. Honesty AND the "every person" view – I love it!
One of my local clients can be sweetened up pretty easily if I walk in for a meeting wearing a MN Viking cap. You should see the man's face light up.
Or we could talk about fishing. Kind of a buddy to buddy thing, I guess.
Running with Wendy's example, one of my editors likes to hear about my cooking and baking. This time of year I think she really wishes we were in the same town.
Thanks for the link-love, Lori! Crazy day (crazy week, for that matter) here in my little corner of the universe…just coming up for air. Hope everyone has a great weekend!
FYI, the links to the Freelance Forecast 2011 surveys will be posted shortly. Feedback welcome!
My last two blog posts were about wowing prospective clients by sharing knowledge and resources with them.
As for wowing existing clients, I like to take Cathy's approach (though I don't give gifts). Saying thank you and being gracious and polite never hurts.
Treat the receptionist with as much respect as you would the vice-president. And don't assume that someone with a big, important title wants to be treated like the Pope.
Being nice may be under-rated, but I know that not only do my clients value my work, they also like working with me.
Fantastic advice, xacerb8. On both counts.
Right you are, Jill. Thank you goes a very long way.
Thanks for letting us know about the forecast, Jake! I'll be over to visit.
Paula, I think extending beyond our work humanizes us and gives clients a better sense of who we are.
Wendy, you and I need to talk fishing, too. 🙂 And I believe we have one other fisher person here. 🙂