All freelancers want be awarded projects with better-paying clients. However, once you get them it is critical to keep them if you hope to be successful. No matter how you get new clients, whether by networking, direct mail, responding to job posts, or some other tactic, it is a time-consuming and potentially expensive process. It is well worth your time to engage with and keep in regular contact with current clients.
Today, Daniela Baker, a small business blogger from CreditDonkey, shares 7 tips for boosting repeat business.
Tip 1: Partner With Existing Clients
Kathy Goughenour, founder and head training facilitator at ExpertVA training advises that one effective method of gaining repeat clients is to figure out a way to help them succeed. Don’t be passive and wait for direction, but be proactive and provide clients with ideas on how they may improve their web design to attract additional site visitors. Another idea is to send clients the link to Help a Reporter Out service (HARO) which is a free service that matches news reporters in diverse industries with business owners. This service offers a great way for your clients to get some free publicity.
Tip 2: Build A Trust-Based Relationship
Don’t nick-pick the small stuff and clients will come to you with the big stuff. Nurture client relationships by clarifying project specifications at the start and delivering all work on or before the established time line. Where appropriate, educate your clients with regard to industry trends and new technology. Take a consultative approach and before starting any project first find out clients goals in building the site and budget. If you build multimedia into their website or ecommerce capabilities, provide a free online tutorial to familiarize clients with how things work.
Tip 3: Offer A Free Seminar On Your Services
Pete Savage, co-author of the Wealthy Freelancer, advises that no matter their area of expertise, freelancers should plan to facilitate a seminar regarding changes in their industry, as well as specific services. Incorporate useful information that your clients can put to the test immediately and offer it as a webinar to your client and key staff.
Tip 4: Set A Fee Schedule
Mr. Savage also recommends that freelancers create a fee schedule once every 6 months and send the updated version to all clients. This will help them budget for future projects. A fee schedule is easy to prepare: the left column will state your service and the right column will list your fee for each service.
Some freelancers worry that if they raise fees they will lose clients. While this may very well happen, most clients understand that it is unrealistic to expect that fees will remain the same over an extended period and those that value your service will remain loyal. Never try to rationalize your service fees; those clients that don’t wish to go along are probably best left behind.
Because so many independent freelance designers work with small business clients, one further suggestion is to accept credit cards for payment so that your clients are able to spread expenditures and maintain steady cash flow.
Tip 5: Engage Clients Consistently
When you engage with clients you go beyond the immediate project at hand to understand something about their lives in terms of interests, family, work pressures, etc. To be effective, this engagement must be genuine and not simply a marketing ploy. Clients can sniff disingenuousness a mile away and will run faster than Forrest Gump if they get a whiff of it. Getting to know clients more deeply will also help you keep a look-out for opportunities that may benefit them personally or benefit their business.
Tip 6: Go The Extra Mile
The most effective method of gaining repeat clients is to deliver an exceptional product that exceeds the client’s expectations. Go the extra mile. For example, as a web designer you can offer free hosting or add-in a “Contact us” page or ecommerce platform at no additional cost. Good old fashioned hard work can gain you a large repeat following.
Tip 7: Ask For An Introduction To Other Employees
This last tip is primarily aimed at those designers that target mid- to large-size companies. Ask your primary contact person if s/he would be willing to provide an introduction to others in the firm who may need your services. For example, one of your clients may be a large pharmaceutical firm where the marketing manager for each product line makes independent decisions with regard to hiring freelancers.
