Writing Tool #4: Empathy

What’s on the iPod: Everybody Talks by Neon Trees

I spent yesterday perfecting a brochure (which I’m sure I’ll hate the minute it’s printed), working on client sales sheets, and brainstorming both article and blog ideas. It’s been slow and I’m getting tired of waiting for projects that should have been here last week. My money’s on all this work coming in Friday because I’m off part of next week because of the conference.

I asked a few weeks ago what makes up the freelance mindset. Your answers were great — so much so that I’ve decided they each deserve their own post. This one comes from Jake Poinier, writer, Dr. Freelance, and damn nice guy, who said that a great freelance mindset includes empathy.

Clients make mistakes, too. I have never copped a self-righteous attitude with a client when they make a mistake, nor would I even if they deserved it. I may have partied in the background, but they’re going to get understanding and a “happens to the best of us” from me in person. I’ve had clients go ballistic on me for “huge” mistakes I’ve made that never quite surfaced, and those same clients have often made some real, substantial mistakes. When they flub it, apply the Golden Rule generously.

Full-time jobs are hard and stressful. They don’t get back to us right away. It’s because most clients are doing the jobs of at least three of their former coworkers on top of their own. They’re not going to remember to get that project to you, turn around those revisions quickly, or remember to get the invoice to accounting. Instead of waiting, why not take charge of the project (as much as the client will allow)? Set the deadlines, send gentle reminders, schedule phone calls at the outset so you can keep everyone on task, and hey, send that invoice to accounting yourself. Just call your client to make sure the invoice meets his/her approval first.

Lesser writers bail. I had it happen more than once, and I was grateful for writers I knew I could depend on in a pinch. Be that writer. Offer yourself as a pinch hitter when you turn in that first project. That may mean you have to crank out an article or project in less than 48 hours, but you’ll become that go-to writer whom that client will just automatically assign the work to.

Businesses all have the same struggles. As Jake said, “You need to be able to put yourself in the client’s shoes, whether an editor, owner of a small business, or manager at a huge one.” You get the struggles because you’re often going through similar ones. Relating your own experiences can make the client feel less solitary perhaps.

When have you had to empathize with a client?
How was that received?