Kidding!

I think the best way to make them a returning client is to say, upfront, “I like to be something akin to the family lawyer.” You tell them that’s how you do it, and they will either respond with “I like that” or “This is a one-time gig”.

I’m into bluntness. It works for me.

#4 makes me sigh, since I did miss one deadline once. In my defense, I was having gall bladder attacks and was unexpectedly bedridden for a week straight. I told the client in my apology that she was free to fire me as she found appropriate. She kept me. Speaking of her, I’d better check on her.

But thank you very much for this list! I’ve been wondering if my friendly behavior (inquiring after clients’ health, etc.) was unprofessional.

-Misti

I just used Deb’s idea about saying, “I’m still here” for one of these editors, since I haven’t heard from her in some time.

And, I too, am wincing at the deadline one.. I do keep good deadlines, but there are times when things have come up (like lacerating my cornea with the corner of an envelope, and not being able to see for some time–does that count as a good enough excuse? )

thanks as always, Ms. Ng!

1) The most important thing you can do is provide a high quality piece of work. The bottom line is that if it doesn’t read well and isn’t impeccably done, game over.

2) Submit a reference list with each article. Clients like that you’re accountable and transparent and also that you share your sources. If you’re in the medical field as I am, this is vital.

3) When the contract is complete and you have been paid, send a brief email thanking the client and give your positive feedback for what made that client a great person to work with (we’ll hope it wasn’t a client from hell..hehe).

4) Have a fancy invoice. No, it’s not superficial and yes, it does give an incredibly strong and favorable impression. By fancy, I don’t mean cluttered and full of graphics. I mean a sharp, clean design that is easy-to-read but goes beyond your basic black and white, flat listed invoice. Break costs down in a way that your client can see how you derived the fees. There’s less ambiguity that way and less need for further emails/questions. I recently asked a client for a reference letter to apply for a MSc program and one comment was with regards to my invoicing. It confirmed that clients do take notice of your record keeping and invoicing procedures/design.

5) Be friendly. I mean, really, is it that hard to be pleasant? When you’re emailing, wish your client a lovely day or week. Think how nice it is when a client isn’t abrupt with you and offers up wishes for a good day. It feels good, no? Provide that same courtesy in return.

6) Reflect back edits and concerns. Always reflect back a client’s requests. You want to be sure you’re doing it right and by reflecting back what the client wants, you show them that you’re careful about your work and want to get it right. You also show an understanding for the client’s needs. Being understood is a good thing and you’ll show that you’re an excellent listener.