How to Rock Client Relationships

Client management is by far one of the most difficult aspects of freelancing, and will make or break the success of your business. When you foster excellent relationships with your clients, not only will they keep coming back for more, but will also recommend you to anyone who will listen. In turn, those new referrals come in trusting your business and assume they will have a positive experience, which makes your job easier from the get-go. Basically, good client management creates a snowball effect of pure awesome.

Transcript

1. HOW TO ROCK CLIENT RELATIONSHIPS Jessica Barnard WordCamp SLC | Sept. 21, 2013
2. How to Rock Client Relationships | Jessica Barnard @thepixelista Who Am I? Image of staff ( 334w x 387h pixels ) I’ve been helping women create awesome websites since 2008. I specialize in custom blog designs and small business websites using the Genesis Framework. Visit my website: ThePixelista.com Jessica Barnard WordPress Designer/Developer
3. I know a little CSS… I should start a web design business! How to Rock Client Relationships | Jessica Barnard @thepixelista
4. How to Rock Client Relationships | Jessica Barnard @thepixelista Fundamental Problems DID NOT QUALIFY CLIENTS UNDER- CHARGED FAILED EXPECTATIONS DID NOT SCOPE PROJECTS UNDERESTIMATED TIMELINES
5. How to Rock Client Relationships | Jessica Barnard @thepixelista • Missed Deadlines • Shot Budgets • Miscommunications …Clients who hate Bob!
6. six months later… Bob has dug himself a deep, deep hole. How to Rock Client Relationships | Jessica Barnard @thepixelista
7. How to Rock Client Relationships | Jessica Barnard @thepixelista …a wise man learns from the mistakes of others. ― Otto von Bismarck
8. How to Rock Client Relationships | Jessica Barnard @thepixelista GOOD BUSINESS PRACTICES = HAPPY CLIENTS ATTRACT CLIENTS QUALIFY CLIENTS SCOPE PROJECTS PRICE EFFECTIVELY EXCEED EXPECTATIONS 1 2 3 4 5
9. How to Rock Client Relationships | Jessica Barnard @thepixelista ATTRACTING CLIENTS
10. How to Rock Client Relationships | Jessica Barnard @thepixelista Who Are You? Include your name and photo on your “About” page.
11. How to Rock Client Relationships | Jessica Barnard @thepixelista Testimonials • Include client’s name & photo. • Display prominently on your website. • Include link to client’s website.
12. How to Rock Client Relationships | Jessica Barnard @thepixelista TRUST!
13. How to Rock Client Relationships | Jessica Barnard @thepixelista QUALIFYING CLIENTS
14. How to Rock Client Relationships | Jessica Barnard @thepixelista Be Choosy
15. How to Rock Client Relationships | Jessica Barnard @thepixelista Potential Red Flags The client does not address you by name in his/her initial contact email. Asks questions with answers that are prominently addressed on your website. Clients starts giving orders right off the bat (assuming you will take the job).
16. How to Rock Client Relationships | Jessica Barnard @thepixelista SCOPING PROJECTS
17. How to Rock Client Relationships | Jessica Barnard @thepixelista Don’t Let This Be You What do you mean “it’s not what you wanted?”
18. How to Rock Client Relationships | Jessica Barnard @thepixelista “Theme Customization” • Changing out hex color values to match Meant to me: • Custom header image • Custom background • Setting up widgets & plugins to match the demo • Hand-coding a huge HTML-based directory Meant to client: • All of that, PLUS: • Managing all content Total Hours: 8 Total Hours: 60
19. How to Rock Client Relationships | Jessica Barnard @thepixelista Awesome Resource: “Scoping WordPress Projects” By Lisa Sabin-Wilson WordCamp Grand Rapids 2013 http://youtu.be/ZCnBtXkToHs
20. How to Rock Client Relationships | Jessica Barnard @thepixelista PRICE EFFECTIVELY
21. How to Rock Client Relationships | Jessica Barnard @thepixelista Benefits of Premium Rates Higher Prices = Happier, Easier Clients. • Clients are more focused/invested • Higher perceived value of your services • You’ll make more doing less
22. How to Rock Client Relationships | Jessica Barnard @thepixelista My Pricing Model Estimated Hours • 3 • Hourly Rate = Price Quote
23. How to Rock Client Relationships | Jessica Barnard @thepixelista EXCEED EXPECTATIONS
24. How to Rock Client Relationships | Jessica Barnard @thepixelista The Icing on Top
25. How to Rock Client Relationships | Jessica Barnard @thepixelista Satisfied customers are often repeat customers. Thrilled customers are also repeat customers, except they bring their friends with them next time. ― Peter Stark
26. How to Rock Client Relationships | Jessica Barnard @thepixelista Go the Extra Mile Throw in an extra that offers a lot of value to the client, but doesn’t take much of your time.
27. How to Rock Client Relationships | Jessica Barnard @thepixelista Be Dependable Make time for the little stuff. It ensures the client will always come back to you for the big stuff.
28. How to Rock Client Relationships | Jessica Barnard @thepixelista GOOD BUSINESS PRACTICES = HAPPY CLIENTS ATTRACT CLIENTS QUALIFY CLIENTS SCOPE PROJECTS PRICE EFFECTIVELY EXCEED EXPECTATIONS 1 2 3 4 5
29. How to Rock Client Relationships | Jessica Barnard @thepixelista Thank you! Slides available at: http://thepixelista.com/wordcamp-slc-2013/