Establishing effective communication methods with co-workers and clients is no easy task, and as freelance writers and editors, this is a challenge that we endure often as our client base changes and grows on a regular basis. Learning how to communicate with any new client, both to develop a relationship and get the job done is the first step towards freelance success. It may be a long, hard road, but with the following information in mind, you will get there.
1) Try and establish your new client’s preferred method of communication upfront:
Do they prefer email or phone? Is there a certain time of day that it’s most convenient to reach them? Do they prefer to schedule calls in advance? Or is it okay to get in touch anytime? If it’s a company with multiple people, who is your main contact person?
2) Set your expectations:
While it’s important to be accommodating and flexible, especially at the beginning of a new client relationship, let them know what your needs are. Do you have days or hours that you will be away from your home office and unavailable to respond to emails? Do you have a preferred working schedule? Let them know when you plan to work. Let them know how you plan to communicate and establish your preferences; although that old statement “the customer’s always right” rings true here.
I often work 7 days a week, but due to my family situation, often work over the weekend and take hours or days off during the week when it’s possible. When it’s appropriate and we have established a relationship, I make this preference clear to my clients, so when it’s possible, we can make arrangements that allows me to follow my preferred schedule.
3) Ask questions:
Don’t assume you have all the information you need from a client upfront. There is always a learning curve at the beginning of any new client relationship, so try to gather as much information as possible to encourage the process along. If they don’t provide you with deadlines, ask them; if you are unclear about expectations, ask; when you submit initial work, request feedback and establish open communication; if you’re unclear about instructions or requests; ask for clarification before moving forward. By asking appropriate questions, they will be aware that you have their needs in mind and are trying to deliver work of the highest quality.
4) Be assertive:
While in theory the client is always right, you don’t need to be a pushover either. Always remain professional and polite, but you can let them know when they’re not accommodating your needs. If you’ve established a 48 hour turn-time for work and they want something within 24 hours, suck it up and do it the first couple of times. You need to be flexible if you want to have a successful freelance business, but if it becomes a habit, a gentle reminder that your accommodation is the exception but not the rule is appropriate.
5) Open the lines of communication:
By communicating openly and effectively with your clients, it will help establish your responsibility and strengthen the relationship. While you don’t want to start calling or emailing to talk about what you had for dinner, do be proactive in notifying them about any vacation plans or time out of the office. You also want to make sure you’re readily accessible at virtually anytime. You don’t have to be handcuffed to your desk, but consider a PDA or cell phone that allows you access to communications when you are out of your home office.
6) Accept that there may be faulty communication:
Despite your best efforts, there will always be issues with communication; especially if you have a client is not prompt at responding to emails or if their communication method doesn’t match yours. It happens, accept it and move on. Just remain professional so the relationship, and in turn, the client is not sacrificed.
7) Learn from poor communication:
While problems may occur, take the opportunity to learn and grow from these experiences for the future. I recently had a client tell me that I could send some last minute writing to them “anytime” the next day; after receiving a phone call wondering when they would be receiving the work, I began to think that there had in fact been a timeline in mind. Instead of pointing fingers, I asked if there was a specific time of day the start posting the day’s articles online. Now, I have a grasp of their schedule so I can accommodate their requests according to their needs, even if there is a lapse in communication.
8) Try to establish your clients’ needs:
Learn your role in communication with them; everyone has different requirements. Does your client prefer you to be a wallflower and wait for instruction, or are they disorganized and require you to keep them on track with reminders for assignments or upcoming dates. This is a factor of communication that will come into play once the relationship with your client grows.
9) Keep your frustration to yourself:
I know they say it’s healthy to talk about your problems, but when it comes to your clients, this doesn’t apply. Again, be assertive when needed, but find someone else to voice your frustrations to. Your friends, your family and your therapist are good choices, and as much as you may want to shout at your clients “You needed this writing so badly, but you won’t respond to my emails!” Save it!
10) Modify your method of communication:
11) You may prefer email, but it can be unreliable. So if you haven’t heard from your client regarding an important deadline, or they haven’t confirmed they received an important piece of work; pick up the phone. Sometimes communication through email can be misconstrued too, using the phone lets them correctly interpret what you’re saying based on your tone of voice and other cues.