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Dealing with Clients

The Best Customer Relationship Tip You’ll Ever Hear

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Finding customers is hard.

It’s hard for everyone, but especially for freelancers – they’ve got too much to do, not enough time in which to do it, and they’d much rather be doing what they do best than networking and prospecting for new business.

Which is why, once you’ve found a good customer, you can’t afford to lose them.

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What, Turn Down a Job?

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Recently I parted ways with a long time client.  It was an agonizing decision: my contact person had always been wonderful to work with.  The projects I worked on were always right up my alley.  So why did I ditch this seemingly perfect client?  Their payment came from a third party, and typically took up to a year to arrive. And if I didn’t put pressure on them, I’d probably never get paid at all.

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Clients Don’t Quit Projects, They Quit Freelancers

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There is an old adage in the business world that “employees don’t quit jobs, they quit managers.” The idea is rather basic and reminds us that it is most often the people and not the actual job that generates turnover.

I think this philosophy holds true to running a freelance based business. But consider it this way: “clients don’t quit projects, they quit freelancers.” Heck, a client might be using a freelancer to begin with because they quit an agency that was driving them nuts.

What I want to talk about here are some ways to develop a business based on clients that don’t want to quit. After all, if we effectively retain our clients we will spend less time searching for new ones. Not to mention that extremely happy clients will most often refer new business.

Here are four things to keep in mind:

1 – Learn to listen

As a customer of any type, one of the most frustrating things is to not be heard.

As a customer of any type, one of the most frustrating things is to not be heard. Many companies will turn to freelancers as an alternative to larger companies for this reason alone.

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