Client Communication: 4 Essential Tips for Freelancers

The workplace world doesn’t operate on the same rules it did a decade or even a few years ago. Now, much of the interactions between clients and business owners go on behind a screen.

Depending on your freelancing gig, you may never see your clients in person. So, your written and phone skills need to be on point, or you’ll face the dreaded messaging miscommunication.

Yes, this is a real problem. Research shows that written messages have been the cause of many interpersonal arguments and the downfall of relationships.

And your client/business work is a relationship, one that you want to work out well for everyone involved and your reputation.

So how do you avoid these all-too-common mishaps and misunderstandings? From texting to talking, we have the tips to teach you the essentials of client communication.

1. Get and Give Clear Expectations

As a freelancer, you have a skill. You’re the expert, and someone is paying you to do what you can do and they can’t (or don’t want to). So, you know best, right?

Not all the time.

Many of us are guilty of assuming we know what the client wants, and they automatically know our processes. If you don’t have a long-standing relationship with them, this probably isn’t the case.

To prevent the assumption issue, make these tips your ironclad “new client” communication formula:

• Introductions and client’s initial request

• Probe and listen to their problem

• Review their planned solution for feasibility and repeat it back to them to make sure you understood the job and their expectations

• Respond with a clear acceptance of an “as is” job or offer suggestions that would make it possible (extended deadline, different solution, more money)

One more essential way to cover your bases is to use a written contract. This would be where you set deadlines, milestones, payment terms, etc. clearly.

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Keep everything in writing as much as possible, so you always have a reference to point back to if necessary.

2. Keep in Touch

Since you’re already making checklists, go ahead and add one to remind you when it’s time to check in.

If your project has a short turnaround time (TAT), this isn’t as important. After your initial agreement to take on the job, let them know when you get started and when they can expect to have the final product.

Jobs beyond a three-to-five day TAT, or those that are more complicated, need a little more involvement on your part.

When you take on a job, add a reminder to your calendar of when you should connect. These communications could be a simple, “All is going well and work should be ready by the deadline,” or a request for approval on a draft before you continue to the final work.

If you expect a delay for any reason, the sooner you can tell the client that it’s a possibility, the more time they have to adjust on their end.

3. Set Milestones for Feedback

When you’re generating the initial contract, an easy way to “read your client’s mind” on communication is to just ask them!

Some clients want to be part of every step. Others don’t want to worry about the job until it’s time to collect the work.

What milestones would your client like to be informed about? For example, if it’s an art or writing project, do they want to approve the outline and rough draft? Or do you have the creative freedom to do whatever you think is best?

Include these milestones in your contract, and then abide by them. If the client complains later, you have a written document that shows you were honoring their instructions.

4. Keep Your Communication Simple

As much as you want to expound and elaborate on every message you send, the reality is most people don’t want to know the details. If they do, they’ll ask for more clarification.

Keep your sentences short and simple. Get to the point first, then expand on the need-to-know details afterward.

As an example, a message that your work might be delayed could look go, “Hello, I’m touching base to give you a heads up that our deadline may need to be pushed back a few days. The supplies that we ordered were supposed to be here yesterday but now won’t be here until the end of the week.”

Simple, to the point, and if the client wants more information, they can ask.

Conclusion

Your work may be on point, and your expertise second to none. But if you lack communication skills, you may find it hard to get repeat business and 5-star feedback.

With these four simple tips, your reviews will be as amazing as your finished products!