As a freelancer, you lose the luxury of being able to “pass the buck” when a client is less than pleased. All feedback comes directly to you and lands on your lap for you to deal with. On the other hand, no one can steal your thunder when things are going well and the client is a happy camper. Which brings us to the meat of the topic; Client Relationships. In a perfect world, abilities and quality would stand alone when it came to professions and services performed. But alas, that is not the case. People want and expect good customer service. Clients need to be acknowledged and appreciated. By recognizing what your clients need beyond the product or service you offer, you can develop business relationships that will soon become the staple of a good solid business foundation.

Loyalty from clients is earned, not given freely.

You need to find a niche that feels comfortable for you. “Something” that will cement you in the minds of clients. “Something” that compliments the quality in your services and abilities. When you find your special “something“, make it routine to include it with all freelance services you perform.

Set yourself apart from the rest of the pack.

Let’s look at the example of a freelance photographer: A newly engaged woman is in the market for a photographer. She asks two of her girlfriends for recommendations. Both show her the work of different photographers and both photographers have identical quality in their work. But wait, what’s this? One of the girls goes on to say that every year on her anniversary, she receives a beautiful photographic card with anniversary wishes. This small attention to detail is what helps the bride to be make her decision. Although it isn’t actually said out loud, it is the relationship between her girlfriend and the photographer that made up her mind. The subtle knowledge that she will not be ‘just a job‘ to the photographer has already given her confidence in the photographer. This photographer understands client relationships.

Aside from the obvious of retaining current clients and bringing in repeat business from clients, client referral is a fantastic way to develop a solid base for your business. By creating strong client relationships, you can rest assure your word of mouth clientele will grow.

Here are some suggestions to help you forge strong client relationships:

Don’t treat your clients as just a job. Even if YOU know and I know they are going to get a finished product better than what anyone else can offer, your clients DO NOT know. And frankly, if they feel you are indifferent to their business even though you deliver what they expect, the indifference will hurt your business. Imagine how the conversation will go amongst their acquaintances…”Yes, the product is gorgeous, but our freelancer sure made it seem like it was a bother to do it.” Not good, the compliment ends with a negative comment. There goes your referral.

Be sure to get contact information from your clients. Even if you have a small job that doesn’t entail a lot of correspondence, or you see them often in person, you should have a way to touch base with them periodically to let them know how much you appreciate their previous business and would love to be able to serve them again. Having an up to date contact list of clients will also come in handy during holiday times when you send holiday greetings. (Yep, that’s another tip to develop the client relationship)

Remember, you’re the pro, they aren’t. The knowledge and skill of a freelancers profession comes second nature. It’s easy to forget that our clients don’t necessarily know what all a project entails. Be sure to inform them of the process you use in regular layman’s terms, as not to give the impression you are talking down to them. Bottom line for developing good client relationships is simple. Remember they are your clients and you need to build relationships with them. They need to be treated as more than just a client. Without them your freelancing career would just be a hobby that didn’t pay the bills.

photo credit: bradleygee