Freelance Writing Jobs » Customer Service

Downsizing for the Holidays: Five Tips for Getting Back into the Freelance Groove on January 2

Deb — Wed, 18 Nov 2009 21:38:15 +0000

The impending holiday season means many freelancers are going to lighten their load for the next month and a half in order to handle obligations at home and spend time with family. However, does back burnering a client now mean you might lose that client to another freelancer before January? Will there still be plenty of opportunities after the holidays are over? Taking time off doesn’t always mean you’re going to achieve the same level of success two months later. If you play your cards right and plan ahead, you can come back in the beginning of the year as if nothing has changed

What follows are:

5 Tips for Getting Back into the Freelance Groove on January 2nd

Contact Your Clients

Always be upfront with your clients. If you’re going to take time off, give them a call. Tell them it’s the holidays and you want to be there for your family, but their business is important to you. Discuss how you can take time off while still being on their radar. Talk about any upcoming projects and promise to brainstorm ideas during your hiatus. Most clients understand the need to take time off for holidays and will try to work with you. Don’t assume you won’t be needed, however. Always take the time to call.

Offer Discounts

In January offer a “back in business” sale to your loyal clients. Reward them for sticking with you even after you took off for a month or two. Offer a package plan or 20% off for the month of January. This might also bring in new clients. You don’t have to make the discount a permanent thing, but your clients might offer you extra work making it a more lucrative month anyway.

Create a Backup Plan

What if your clients aren’t happy about losing you for six weeks? You’ll have to make some decisions. You can continue to work for them rather than take the time off, of you can let them find another freelancer to take over. Are you prepared for the possibility you might lose clients in your absence? If so, create a plan for finding new clients and making up the lost income.

Plan Ahead

It may be too late for it now, but if you know you’re going to be taking time off for the holidays, contact your clients early – like in August and September – and ask for an advanced editorial calendar. Put in some extra hours to meet their needs so you’re able to take time off later.

Recommend Temporary Help

If you’re taking time off and your clients still have projects, offer temporary help to a trusted freelancer. Let both the client and the freelancer know this is only temporary. It will enable the client to continue with business as usual and another freelancer will pick up some extra money and experience. Don’t outsource without discussing it with your client first though, they might feel betrayed if you snuck another writer in behind their backs. Always be honest.

How to do you jump back into the swing of things in January?

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6 Tips for Receiving Feedback from Your Freelance Writing Clients

Deb — Fri, 06 Nov 2009 20:16:53 +0000

Client feedback is essential for freelance writing success. Even though we may not want to receive constructive criticism, not to do so could mean the end of our business. Look at it this way, even negative feedback offers the opportunity for improvement. Soliciting feedback from clients is just good customer service. Some freelancers aren’t sure how to take criticism, or what to say to a client who offers unsolicited advice. What follows are some tips for receiving feedback from your freelance writing clients.

1. Say “thank you”

When your clients offer feedback, say “thank you.” Don’t take issue, don’t take offense, and don’t fire off an angry email in return. Keep the relationship respectful, even if you disagree. Your client isn’t dropping you. He’s saying, “here’s a few things you could have done better.” That’s never a bad thing. It’s an opportunity waiting to happen.

2. Take everything into consideration

Both good and bad feedback should be given the same consideration. You want to think about the things you do right and how you can apply them to your business, and, also, what you can do to improve. Feedback is valuable because our clients tell us the things we may not see on our own. Thinking about negative feedback and making necessary adjustments might mean more business.

3. Ask questions

Your client is reaching out to you and telling you he either liked something or that there was something about your service that was lacking. Ask questions about what you did right, what you did wrong, and what you can do to improve.

4. Poll a variety of clients

Sometimes a client can be a little difficult. If you’re not sure how to take your client’s feedback, poll a variety of clients to see if they have the same experiences. If they do, you’ll have a lot to think about and a lot of decisions to make.

5. It’s Nothing personal

If you have a good relationship with your client he’s not offering criticism because he wants to make you feel bad. It’s because he values your business and wants to keep you on. By offering suggestions for improvement he’s letting you know the steps you can take to keep him as a client. He’s giving you a second chance.

6. Take action

If you receive negative feedback, take action. Put your customer service skills to good use. Offer a discount or a freebie in order to get back into your client’s good graces. Make the necessary improvements.Your clients will appreciate your going the extra mile.

What do you do when a client gives feedback?

A Tale of Two Opportunities: One Missed, One with Amazing Potential

Deb — Mon, 19 Oct 2009 23:00:07 +0000

One of the reasons I enjoy going to conferences such as BlogWorld is the opportunity to give and receive feedback. I chatted with several members of the FWJ community at this year’s conference, and they gave me good food for thought. Feedback is good. Feedback is important. Even the stuff we don’t want to hear is an opportunity to improve. I may not always like what people say about FWJ but that doesn’t mean I don’t take it into consideration.

While at BlogWorld, I decided to offer some feedback to others as well. Most people were happy to listen to what I had to say, others, not so much. I’d like to share a couple of stories from the BlogWorld and New Media Expo. One, a missed opportunity, the other, very promising.

I’m Not CNN

My friend Keith Burtis and I were walking around the exhibition floor and Keith noticed a fellow Buffalo resident manning a booth. As he went over to say hello, I noticed the name on the booth. It was from one of FWJ’s former advertisers. I decided to use this opportunity to let him know why I removed the ads from my blog. I told him they were working well for me. In fact, they were good for a couple of hundred dollars a month. But they were ugly. The were big and ugly and orange. I wrote to customer service and explained that I have a high traffic blog. I asked if we could work together and create a clear widget or one matching my color scheme. The answer was a big, fat “no.” So I took the ads down. When I explained this to the rep at BlogWorld he said to me, “Well, if you were from CNN we’d probably listen, but you’re just a blogger.” To quote my friend Keith Burtis, “Dude, wrong answer.” CNN.com may have lots of page views, but collectively the blogosphere can reach more people. To dismiss bloggers and not work with us is a huge, missed opportunity.

The Start of Something Beautiful?

I was reluctant to enter the Hub Pages booth because I won’t post their ads here at FWJ. I thought maybe they’d toss me out if I approached. The guys manning the booth were pleasant and funny and had me at “hello.” As I chatted with Ryan “Hup” Hupfer, I told him why I don’t post ads for HubPages at my site, because they pay writers below my $10 minimum.

They didn’t kick me to the curb.

Instead we chatted. We both realized what we had was an opportunity to do something brilliant for both our communities. We don’t know what it is yet, but I do know this, we’re going to talk again. Hup wasn’t upset when I talked to him about rates, he understood where I was coming from. He listened to my feedback. Earlier today I talked about being part of the solution. By meeting with the people who run content sites and offering my feedback, I’m also doing my part to change the situation. I’m not saying Hub Pages is all of a sudden going to turn around and change their policies after a five minute confab, but they listened and discussed. This puts them on my radar as being maybe not so evil after all. I’m still not going to post their job ads, but maybe with more feedback from me and others, I’ll be able to do that one day.

Squeaky Wheels

Before I began blogging I was the girl who sat in the corner and let people walk all over her. Once I began blogging I realized I’d have to get others to take notice if I wanted to make a difference. I came out of my shell. I broke out of my element and began reaching out to people. If anyone ever wonders why I attend conferences, this is why. It’s because of the opportunities, for me and for others.

Feedback is good. Feedback is important. Feedback is an opportunity, don’t screw it up.

Who is Right? The Customer or the Writer?

Deb — Mon, 12 Oct 2009 21:38:32 +0000

I live by the “customer is always right” philosophy. I may not always agree with my clients but they’re the ones paying me to do the job their way. There are times when I might offer a suggestion if I feel they’re going in the wrong direction, but I always defer to them. It’s that paycheck thing.

I saw an online conversation today with two freelancers arguing over whether or not the customer is always right. The first freelancer felt the same way I do, that the person who is paying has final say in the decision. The second freelancer feels that the writer is the expert. The client is hiring the freelancer for his creativity and expertise and the writer should have final say.

While I do get that we’re being hired for our expertise, I don’t think it’s up to us to insist the clients do things our way. It’s one thing for me to offer advice to one of my freelance writing or social media clients, quite another thing to have a creativity hissy fit because my client doesn’t want to do his project MY way. I’ll suggest and guide, but I’m being paid to write the best representation of the client’s business or brand. This isn’t necessarily my voice. I get that and it’s not a hit to my ego to write in my client’s voice. It’s also not a hit to my ego if the client wants to do things HIS way.

What says you, FWJ community. Who makes the ultimate decision on how a project should go, the client or the writer?

5 Reasons Your Freelance Writing Clients Come Back for More

Deb — Thu, 08 Oct 2009 12:20:10 +0000

For many freelance writers, success doesn’t mean having clients. It means having repeat clients. Sure, we all have one-off gigs, but it’s better to have clients who contact us for all their projects. To do that, we stick out in our clients’ minds – but in a good way. Going the extra mile makes all the difference in a competitive market.

There are reasons some freelance writing clients keep coming back for more. Here are some of the things you’re doing right:

5 Reasons Your Freelance Writing Clients Come Back for More

1. You’re someone your clients can count on

When your clients call you, they know the job will be done right. You meet all your deadlines and never offer excuses. Your “can do” attitude sets you apart from the rest. You’re open to meetings, ask all the right questions and don’t take a hit to the ego when your client wants it his way.

2. You practice good customer service

You understand that writing is a business and your client’s happiness is a major factor in your success. If a job isn’t done to your client’s satisfaction, you see what you can do to rectify the situation. You’re willing to negotiate, especially with those clients offering you steady work. You appreciate your clients and make sure to let them know.

3. You communicate

Your stay in close touch with your clients. You call them to update on a project’s progress and ask any necessary questions. You let them know of potential issues or problems long before they get to the crisis stage. Your client never has to contact you to ask how things are going, because you beat him to the punch.

4. You turn in a superstar effort every single time

Your work is clean, every time. You proofread more than once. You take the time to ask questions before you begin so you have all the answers by the time you turn in the finished product. Your client never has to ask for rewrites or revisions because you anticipate his needs. You know your name is your brand and don’t put your name on anything that’s less than perfect.

5. You follow up

It’s not enough to turn in a project and collect a check. You call your client to see how he liked your work. You ask if there’s anything else you can do, and encourage him to keep you in mind for future projects. He’s so impressed with your professionalism, he will.

Sending Holiday Cards to Your Freelance Writing Clients

Deb — Mon, 21 Sep 2009 19:18:33 +0000

It’s only September yet Lowe’s and Kohl’s both have Christmas displays. They’re thinking of the holidays already and so should you. Among your considerations should be whether or not to send holiday cards to your clients. You may laugh, but business holiday cards are good customer service. They tell your client:

You’re wishing him/her well
You care about his/her business
Good customer service is important to you
You go the extra mile

Keep in mind it’s better to send holiday cards as opposed to Christmas cards because you don’t want to offend your client or his religious (or non-religious) affiliations. Some freelancers order specific business holiday cards, while others will buy a generic box of holiday cards when they’re getting their own personal greetings to send out. Some freelancers buy a stamp with their business details to post at the bottom of the card, others write their names at the bottom while including a business card. A few even put out the extra money to have imprinted holiday cards made up. It depends on your budget, and all options are fine. If you’re thinking about ordering your holiday cards online, order sooner rather than later. The closer it gets to the holidays, the more expensive it can get.

Here are a few places to get business type holiday cards:

Cards Direct has a nice assortment but they’re rather pricey for the average freelance witer.
Classic Designs offers an elegant variety, but again, many freelancers don’t have this kind of a budget. They’re offering a discount if you order early, however.
As always, Vista Print offers a much more affordable solution.
Executive Greetings has a selection of corporate holiday cards.

How do you say “happy holidays” to your clients?

How to Exit a Gig and Still Keep Your Client

Deb — Thu, 17 Sep 2009 20:02:56 +0000

Probably one of the worst things a freelance writer can do is to flake out on a client in the middle of a project. In fact, I know of a few serial flakers. They take a gig and once they find out it’s not what they expected or find the work to be tedious, they feign illness or a death in the family. I know one writer whose grandfather died four times.

While it’s never recommended any freelance writer cancel mid-project, there are times when it can’t be helped such as when there really is an illness or death in the family.

Emergencies are inconvenient, but they do happen. Here are some tips for handling an emergency situation:

Honesty is always the best policy. Contact your client as soon as possible to explain the situation.
Instead of canceling, ask if you can extend the deadline until your crisis is resolved.
With your client’s permission, ask another writer to help complete the project.
Apologize for the inconvenience.

By handling your emergency in a professional manner, you’re showing your client that you value his business and that you’re someone he can trust. If you left mid-project without helping to find a solution, it might have soured your business relationship. Customer service isn’t something to take lightly. Always ask yourself “How would I want my client to handle this if the roles were reversed.”

Here are some more posts about customer service:

10 Reasons for Difficult Clients or Why Your Clients Aren’t as Difficult as You Think

Deb — Sat, 01 Aug 2009 15:19:36 +0000

All freelancers have difficult clients, though the definition of “difficult” is certainly in the eye of the beholder. Some feel a client is difficult because he requests edits while others don’t like clients who check up on their projects each day. While there are a few who are really, truly mean-spirited or micromanaging, most aren’t as difficult as we might perceive them to be.

Clients have good reasons for being hands on or requesting your best effort. Consider this:

It’s their baby: When a client hires a freelancer, he’s retaining the person he feels will best represent his product or brand. If your work isn’t best putting forth his message, he needs to speak up. Why would he pay someone to do the job wrong? It might not be that the freelancer is doing the job bad, but if the client sees it headed in the opposite direction, he also needs to offer guidance to get it back on track.
It’s their money: A client is putting out money because he can’t do the job himself. That doesn’t mean she doesn’t have a specific vision in mind. She wants bang for her buck. She wants to know the person she’s paying isn’t just going through the motions. She wants the finished product to be equal to the money spent.
You’re representing their brand: People are touchy about their image. If you’re not best representing said image, it’s up to the client to let you know. Better butt in while the project is in progress than have you re-do it when it’s finished, right? It’s nothing personal, it’s business.
The job really needed to be re-worked: As mentioned above, there are times when a project just doesn’t fit what the client is looking for. Rather than pay for a job not done to his satisfaction, he’ll ask for the project to be reworked. Note though, that if a client isn’t being realistic with his expectations, you’re not out of line to request more pay.
You didn’t do a very good job: It shows when isn’t done to the best of a freelance writer’s ability. If a job is lackluster, filled with typos, or you only went through the motions, most clients can tell. Don’t you think the person who paid for your best work has a reason to be dissatisfied for shoddy workmanship?
They want to know what’s going on: No one wants to be micromanaged, but clients don’t like to be left in the dark, either. If you offer daily or weekly updates, they’re likely to back off. If they’re out of control, try telling them kindly but firmly that you can set a certain time each day or week to discuss the project.
Someone is pressuring them to pressure you: Perhaps it’s not your client who is difficult, but your client’s supervisor. Try and be a little sympathetic to what your client is going through and offer to speak to the supervisor if things are getting too annoying.
They have no idea they’re being difficult: Most difficult clients have no idea they’re being a pain in the butt. You can’t really tell them, but you can work through some of the issues. If they’re constantly calling and emailing, set times to talk. If they’re always asking for revisions, let them know revisions within reason are free, after that you’ll have to be paid extra. There are always ways to work with clients, no matter how difficult.
They’re pretty nice, it’s you who is difficult: Many freelancers consider themselves creative artists and take offense any time someone questions their work. Many fragile egos are upset if someone points out a typo or doesn’t like a particular paragraph. Hey, the client is paying the writer to do a good job, there’s no need to take offense if errors are pointed out or if your vision clashes with that of your client.
You’re misinterpreting their intentions: Most clients hire freelancers because they have the ability to work independently with as little hand holding as possible. If a client is contact you often to question your work or request revisions, ask yourself why. Is it because the client has a difficult personality, or are you misinterpreting the client’s intentions? Take it with a grain of salt, do your best and don’t take revision requests personally. Most clients don’t really revel in making a freelancer’s life difficult.

Does this mean there’s no such thing as difficult clients? Of course not. Everyone has had to deal with nitpicky, rude people. Before you write off a client as being difficult, however, think about why she might be this way. The answers may surprise you!

Comcast Customer Service: How Not to Reward Loyalty

Deb — Mon, 29 Jun 2009 19:26:37 +0000

My husband and I have been talking about upgrading our cable service for some time. When Comcast began offering their new Triple Play packages (phone, digital cable, Internet for a low price) we decided to take advantage. I called several times to ask about the various packages and each time very helpful customer service people patiently explained all the different price plans. They assured me that I, an existing customer, could indeed upgrade to one of these packages. One of the nice reps even offered me a low installation fee without any other hidden costs and told me what the whole package would cost, taxes and all. She made it very easy for us to make a decision.

So after receiving all my information from the very nice Comcast people (thanks so much Elaine and Tania), and after discussing the available packages with Mr. Ng, we decided to go for the HD Plus Triple Play for $119.99 per month for two years. I called again and as soon as the customer service representative heard what I wanted he put me on hold. I had a cell phone conversation with someone else while I waited, I think he went to the bathroom too..and maybe even called in his lunch. The rep came back and gave me a big fat no can do for my request. He said it was for new customers only, but he would be happy to put me with an account manager to see what kind of packages they could work out for me. Another longish hold ensued. I made up an ice cream cone for my son, brought the dog some water outside and took out the garbage as I waited.

The first package he offered was for $117 for the just about the same service I have now, which is fine and dandy, but I wanted to upgrade. To upgrade to a package similar to the one I wanted, I’d have to pay about $130 – and it didn’t give me the same thing. “What will it cost for me to have the same package as advertised as the HD Plus Triple Play?” I asked him. “You can’t have that package,” he told me. “You’ll have to take the $130 package if you most of those channels plus Starz.” I told him that wasn’t fair. I don’t want to pay $130. I want to pay $119 just like the newbies. Apparently though, Comcast isn’t all that concerned about catering to existing customers because they absolutely wouldn’t budge. He kept telling me they had plenty of packages to reward my customer loyalty, I would just have to pay more money for them.

Finally, the account rep said he would put me through to his supervisor. Another hold. I Swiffered the kitchen floor and washed the ice cream scoop. The supervisor was a little less patient than her co-workers. Every time I spoke, she’d interrupt with “Ma’am…ma’am…ma’am” I actually ended up asking her to stop interrupting me with the “ma’am’s” and let me finish my darn sentence. Again she told me about these wonderful packages Comcast offered to existing customers, yet none of them appealed to me like the one I asked for. Plus she kept pushing Starz. I told her several times I didn’t want Starz and instead of letting it be she wanted to know why not. Does it matter why I don’t want Starz? What should matter is why I can’t have the package I want at the price I want. After a heated conversation I hung up. I didn’t want to say something I’d regret.

It was clear no one wanted to reward the Ngs for their customer loyalty. I mean, we pay all our bills on time, we don’t call and complain every five minutes, we never biatch about our service on Twitter (well, I didn’t until today, that is), you’d think they’d want to keep people like us around. Guess not.

I may not be a big corporation, but I do know what it means to want customer satisfaction. I especially reward my long time clients with perks. Sometimes I take on new tasks at no charge and other times I lower rates when a client is feeling a crunch or just deserves a discount for being so loyal. Our customers need to know we appreciate them and that our business is important to them. I think this is why I miss the Mom and Pops so much.

What bugs me the most about my call with Comcast is not that I didn’t get a discount, it’s that they refused to give me the discount. No meant no and they wouldn’t budge. They rewarded my customer loyalty by telling me I wasn’t as important to them as new clients. Thanks Comcast.

I wonder what Direct TV’s customer service is like?

Deb’s Update – 7/1/-09 – Yesterday two very nice customer service representatives reached out to me and were able to meet my needs with no problem. I have the plan I wanted at the advertised price even though I’m an existing customer. All is good in Deb’s world and my faith in comcast is restored.

A, B, C’s of Good Customer Service

Deb — Fri, 26 Jun 2009 16:47:27 +0000

I’ve been thinking about good customer service a lot lately. I don’t think it matters what kind of work you do, every freelancer needs to be professional and responsible. Freelancers without good people skills and the ability to keep clients satisfied won’t go very far.

Here are my A,B,C’s of Good Customer Service

Attitude – When it comes to good customer service, your attitude is everything. If you enter into a task with positivity it will show in your work. When you give a job your all, your clients notice. They don’t mind paying a good rate for good work and they’ll also be happy to refer you to others. If you’re lackluster in your approach, you go through the motions or just don’t do a very good job, that will be noticed as well. When you freelance, you get what you give. A good attitude makes all the difference.

Best - Even on your worst day, always give your best. It’s not your client’s fault you were up all night. It’s not your client’s fault you took a job you consider boring. Your client hired you because he felt you were the best for the job, if you can’t give him your all, you shouldn’t have taken the job in the first place.

Communication – The most important rule of any relationship, whether it’s business or personal, is communication. Don’t be afraid to ask lots of questions. Find out as much about your client as possible and then learn as much about the task as possible. Meet face to face if necessary. Keep him apprised of your progress as the project moves along and follow up after the project is completed and turned in. Don’t just keep it to email, if your client needs reassurance, let him hear your voice. If you don’t have good communication, your business won’t succeed.

Deadlines – Deadlines aren’t suggested days to turn in your work. They are the day your client expects you to complete your task. Discuss and negotiate deadlines and then turn in your work on or ahead of schedule. When you don’t respect your deadline, you don’t respect your client. When you don’t respect your client, you won’t last long.

Effort- It’s not just about freelance writing, it’s about customer service too. It takes effort to ensure a client’s happiness. It takes effort to communicate, ensure you’re meeting the client’s needs, and give nothing but the best. If you can’t put 100% effort into a gig, there’s no sense in accepting it in the first place.

Feedback - We may not always like the truth but our businesses won’t grow without feedback. We need to learn about the things we do right – and the things we do wrong. The we need to fix everything that needs fixing. Listening to our customers is the best way to grow.

Grace – Customers aren’t always easy to get along with. Let’s face it, some are downright difficult. Unless they’re abusive, it’s best not to let them see anger or frustration. If they ask for some changes, handle it in a gracious manner. If they ask a lot of questions, answer to the best of your ability with a smile on your face. Even if they demand a lot of your time, treat them well. You can always adjust your payment terms as you go along if a lot of extras are added on. You can’t get back words spoken in anger or emails fired off at a heated moment.

Humor - There are times a freelancer has to be serious and times when it’s a appropriate to bring the funny. Looking at difficult situations with humor, or making a client laugh once in a while add positivity to the project. Darnit, don’t be so serious all the time!

Ideas – If you feel a client may need a little guidance, feel free to share ideas. Many freelancers won’t offer suggestions to a client who might be going about something the wrong way. Don’t be afraid to share ideas – it’s why a client chose to hire a professional in the first place.

Justice - Be fair. Be fair in your treatment of the client. Be fair when setting your prices, be fair with your time and be fair with what you put into the gig. Justify your rates and reputation with a finished product that will knock ‘em dead.

Knowledge - Taking the time to know as much as possible about your client, his business and the project will make all the difference. It shows you care and will ensure repeat work and plenty of referrals.

Loyalty - Loyalty is a two way street, we want loyalty in our clients, but they deserve the same in return. Publicly bad mouthing present and past clients is just showing future clients your true colors. No matter how much you hate a gig, don’t burn bridges. Keep your client’s confidential information confidential and show him, and future clients, you know what it is to be loyal.

Manners – Please and thank you go a long way – and people notice.

Negotiation - Negotiating a job, the terms, and the pay take skill. Freelancers need to be able to negotiate without driving a client away. Learn as much about your client and his budget before negotiations so you can work out a mutually beneficial agreement.

Over Deliver – Don’t just turn in the work. Turn in your best work. Always. Don’t just meet expectations, exceed expectations. Happy clients pay higher rates and give good word of mouth referrals.

Personal Service – Every single client is different and should be treated in a unique manner. Take the time to learn your clients needs. Be there via phone, email, skype or in person to soothe and reassure. Treat your client like he’s your only client, not just another piece of dough waiting for the cookie cutter.

Quality - As a freelancer, I’m only as good as my name. I don’t want to put my name on something that isn’t of the best quality. My clients don’t want to pay for crap either. Make sure they get quality every time and you’ll always be a success.

Responsibility- Freelance writers have a responsibility to see to their customer’s satisfaction. This responsibility includes many of the above mentioned points. If you’re not serious about deadlines, communication or your clients’ happiness, you’re not cut out for this kind of work. You have to be able to focus on your projects and make sure they’re done right. See a job through to completion and don’t take it with an “Oh well, I can always quit if I don’t like it” mentality.

Satisfaction - If every job doesn’t end up with a satisfied customer, you’re doing something wrong. If a client is unhappy, find out what can be done to rectify the situation. This may mean edits and rewrites at no extra charge. Gauge the situation and do the right thing.

Trust – Our clients trust us with their business. They could have gone with someone else, but instead, their instincts told them we were the best people for their jobs. The best way to betray that trust is to not deliver as expected.

Value - Our clients are paying us for value. What can we do to sure they get value from our partnership? How will our writing add value to their business? How will our customer service add value to their customer service? What do we do that adds value to our own business and sets us apart from all the other freelance writers out there?

Word - You’re only as good as your word. Don’t disappoint.

Yes – Don’t say yes if you really mean no. If you do say yes, make good on your word.`

There are a few letters missing – can you fill in the blanks?