Clients Just Hate Those "Yes Men"

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In case it’s not clear, that title is totally sarcastic.  Do you ever notice how clients who really couldn’t write their way out of a paper bag somehow have a whole lot to say about your professional writing?  I usually try to take it in stride, perhaps gently pointing out that I’ve got a decent command on the language and that’s precisely why they hired me.

The worst was when I did some writing for a client’s client.  My client paid me, but her client didn’t pay her, saying “It was garbage and I had to rewrite the whole thing myself!”  I was completely insulted, as you might imagine.  First of all, the job had been so “urgent,” that I was literally working on it in the middle of the night.  That said, the quality was still good, and I absolutely reject the notion that I have ever turned in an assignment that was “garbage.”  Sure, she may not have liked it, but it certainly wasn’t complete rubbish.  If it was, I wouldn’t have submitted it.  (This is where I refrain from calling her off-color names.)

It seems, there are just some clients who will never be satisfied.  It doesn’t matter if you do their urgent projects in the middle of the night and “meet” them on phone conferences for the first time at 11 p.m. the night before their big presentation (that they’ve now hired you to do) is due for submission.  It doesn’t matter that you are a professional who knows how to use punctuation marks and a persuasive tone.  In fact, it doesn’t even matter that you know what they hell you’re doing and they don’t.  They’re just never going to admit that you’ve done better than they could have. Of course, they would have to actually do the work themselves to prove it, and that’s not going to happen, either.

Monty Python knows what I’m talking about:

There’s No Job Security in Freelancing: How to Be Indispensable

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handshake

In this economy, it doesn’t matter if you work as a freelancer or if you’re a full time employee, there’s no such thing as job security. Even though we have regular clients, they can suffer from budget cuts and that can mean the end of our gig. The trick is to make it so your client can’t function without you.

The trick is to be indispensable.

Be someone your clients can rely on

When it’s time to trim the fat, the first people to go are the ones who provide lackluster service. If your client feels you’re giving something of value, he’ll want to keep you around. If your words sell, you’ll survive budget cuts. If your words bring results, he won’t see you as dead weight. If you meet your deadlines, turn in clean work every single time, and keep up good communication, your client will see you as a necessity and not an expense. There’s more to the job than the task, good customer service, work habits, ROI,  and an exceptional finished product will help to keep you around. Always deliver what you promise. Make it hard for your clients to function without you, and make sure they see value in your work.

Anticipate your clients needs

Don’t wait for your clients to call you, call them to see if they need anything. Get to know them, and what they want. Anticipate their needs. If they’re considering a marketing campaign, present them with a quote for a one stop shopping list including brochures, newsletters, web copy and direct mail. Think about what they need beyond the usual writing. Ask for their long term goals and consider what products they’ll need in the future. Put together a plan and proposal. Show them the effort beyond the project, go for the end result.

Check your ego at the door

Don’t be that writer.

Don’t storm off in a huff because your client had the audacity to want what he wants and not what you think he wants. Too many writers feel they’re artists and know what’s best for the client, even if the client doesn’t know this himself. Mostly, your job is to do what your client is paying you to do.  If you give him something else and he’s not happy, it’s not his fault.

Listen to your client. Learn exactly what he wants from you and what his long term goals are for each project. By all means, offer suggestions but don’t take it to heart if your client doesn’t want to go that way.

Do you want to be indispensable?

Always do your best. Don’t go through the motions, don’t just get by and don’t wait until the very last minute to complete your project. Give it 100 percent of your effort. Don’t sign your name to anything that isn’t perfect. People who are indispensible don’t give anything less than their best.

How do you make yourself indispensible to your clients?

3 Hints for Giving Value With Your Writing

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handshake

A common misconception is that freelance writing means typing a lot of words in exchange for money. Most of us know this isn’t the case at all. The majority of people who hire us, do so because they expect something of value in return for their payment. Our clients want us to sell or promote with our words. They’re not looking for sentences as much as they want bang for their buck. Our clients want results.

All writing has a purpose

If you’re going through the motions with your writing, you’re producing an article or a bit of copy, but that’s not necessarily a result. To give true value, a writer needs to provide a return on a client’s investment. It makes no difference as to what type of writing you take on, without some good ROI action, you’re not providing value.

  • If you’re a blogger, your client hopes to build up traffic and community and possibly earn advertising revenue or sell products.
  • If you write for newspapers or magazines, your client hopes to sell copies.
  • If you’re a copywriter, your client hopes to sell a product or service.
  • If you’re writing for the church newsletter your client hopes to promote good will and reach the congregation.

Are you sure you’re doing all of these things for your clients?

Taking the time to learn if your clients are receiving a good return on their investment will help you to learn if you’re providing value. If your projects aren’t producing the intended results,  you’ll want to work on what you need to do better to help your clients achieve their goals.

3 Questions …

Do you think about giving value in the work you do? It’s a no-brainer, really. Taking the time to understand your clients needs and projected results can go a long way in ensuring a mutually beneficial partnership.

Do you:

  1. Understand what your client wants from you? Too many freelancers shy away from picking up a phone or getting on Skype and giving projects a thorough discussion. This can be a big mistake. Most clients prefer answering numerous questions to wondering if you know enough about their business, their mission and their philosophy. You can’t adequately handle any freelance writing project without knowing who you’re working for and exactly what is expected of you. Don’t automatically assume your client gave you all the details in the job description. The onus is on the freelancer to make it his mission to find out exactly what is expected – and then exceed those expectations.
  2. Understand your clients intended result? Whether it’s sales, traffic or advertising revenue, knowing what your clients hope to achieve with your writing will help you to write with the proper perspective. For example, you wouldn’t write a magazine article the same way as a blog post or SEO copy. If you’re selling you’re using a different voice than if you’re preaching or teaching. Asking your clients about their expectations and goals will help to prevent rewrite and  revision requests.
  3. Keep in constant communication? All successful business people are good communicators. They have no problems  with regularly picking up a phone or dropping a few lines to give progress reports and ask questions. Your client will be pleased to learn how the project is progressing and offer necessary feedback. This will ensure there are no surprises as the project nears completion. Good communication also means following up after the project to make sure everything is going as expected and to see if you can help in any other way.

Your clients want to be sure their investment (you) is paying off. Take the time to know your client and his expectations. Don’t assume you know everything about the project until you’ve had the chance to discuss the project from start to finish.

Meeting expectations is fine, the writers who exceed expectations are the ones who really stand out.

How do you give value with your writing?

I Don't Think That's What They Meant to Say

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I’ve mentioned a few times that the need for editors is overwhelming. From misspelled signs to poorly punctuated websites, there are far too many opportunities for those of us who love grammar to shake our heads in dismay. I was downright shocked, however, to discover that even footwear apparently needs a proofreader from time to time.

That’s supposed to be “Texas,” guys.

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5 Ways Freelance Writing is Like Black Friday

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black friday crowd

The day after Thanksgiving is traditionally called Black Friday. It’s called this because merchants all over the country significantly lower prices to bring in customers looking to save money on their holiday shopping. The purpose is for the shops to sell so much merchandise, merchants will be “in the black” as they approach the holiday season.

I worked in a mall during my teen years, and though I haven’t quite erased the Black Friday mall trauma from my mind, for me “Black Friday” represented the bleakness of the day for mall workers. Though it’s been more than 25 years since working in a mall, I can honestly say I haven’t been to mall on Black Friday since those days, and  I try to avoid the mall during evenings and weekends throughout the holiday season.

Still, there are lessons to be learned. For example, freelance writing and Black Friday share a few similarities.

1. There are perks for early birds

Many stores participating in Black Friday events open their doors to crowded parking lots between 4:00 and 6:00 in the morning. Ambitious shoppers fill their carts with Christmas list must-haves in order to save money and take home items before they run out. Freelance writering also offers perks for early birds. For example writers who get an early start on their day have the rest of the day to work on personal projects or spend time with family. Moreover, writers who apply early for gigs, might have a better chance of standing out in a potential client’s mind before the flood applications starts to come in.

2. It doesn’t hurt to lower prices once in a while

If you’re having problems drumming up work or if your regular clients aren’t in need of your services, there’s nothing wrong with offering a sale to generate interest. You don’t have to lower your prices for every project, but offering a discount every now and then will entice both new and old customers to come calling. Make sure you have a little not so fine print to ensure clients are aware sale prices are only a temporary thing.

3. Sometimes it’s more about the event

There are always people who show up for Black Friday shopping events simply because it’s an event. They don’t care about the sale or the goods, they only want to say they are there. Your loyal readers will always be there for you. If there’s a book signing or interview, your loyal readers will offer support. As many well-known authors can attest, they’ll even invest in your worst endeavors, simply to show support.

4. It’s all in the marketing

Many times Black Friday bargains aren’t really great bargains at all. However, they’re advertised as such. A good marketing person can sell anything. It’s important for freelancers to market themselves well also. We’re selling ourselves. Our name is our brand and our writing is our product. It’s up to us to give the best representation of that brand possible. 50% of writing is selling and bringing in new clients. A good marketer can sell ice cubes to people in cold places.

5. People will pay more money for convenience

While millions of people are braving the malls and shops today, millions more will be enjoying time with their family. They’ll also be enjoying time with their family for the next month. Like me, they may even stay away from the malls during weekends or when people generally aren’t working. Many don’t mind missing sales or paying extra shipping costs to shop online. They do so because the convenience is more important to them than the sale.  Most clients like the convenience factor also and don’t mind paying for stuff they can’t do themselves. For example, if they’re paying you to blog, they may be willing to pay more if you offer to moderate comments and promote the blog using social media tools. Package deals enable you to expand your horizons and spread your name to more people and places.

What are some similarities you see between freelance writing and Black Friday?

Also see:

What Lousy Customer Service Can Teach You About Good Customer Service

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glasses

I had to pick up new glasses today. Actually, I kept my old frames but needed to up the prescription. I only took the appointment today because the nice lady on the phone assured me it would be a slow day and I wouldn’t have to wait forever to switch out my lenses.”You’ll be in and out.” She promised.

Bet you just said, “yeah right!” too.

20 minutes later we’re at the mall and I hand the sales lady my frames and prescription. “See you in two hours.” She waved me away.

“Excuse me?” I asked. “You promise one hour lenses.”

“Not today,” she responded. “we’re too busy.”

There was no one in the shop. I reminded her that she promised me over the phone that it wouldn’t take to long to fill my eyeglass prescription. “Two hours isn’t bad,” she remarked. “At least it’s not a few days.” I rolled my eyes and walked out of the shop.

For some inexplicable reason I took my husband and son with me to the mall. None of us are mall people. We do our best to stay away from any stores not selling groceries until at least the second week in January. Two hours in mall time is like six hours to a seven year old. I’ve never been one to spend the day at a mall and when I’m forced to do it I get very cranky. Imagine my mood after having the time asked of me every 9 minutes or explaining for the umpteenth time why we can’t go home. Now multiply that times two because Mr. Ng doesn’t dig the mall either.

Two pretzels, a banana milkshake and a skateboard later I returned to the lens shop to pick up my new lenses. Except they weren’t ready yet. Not only were they not ready, but the lab was across the mall and down two floors -they weren’t even in the same place. I was told it would be a minute but after 45 minutes and lots of “Please don’t touch” or “please don’t try on the glasses” later, the saleslady sent someone to get them. I was livid.

I thought about my own business where deadlines and on time deliveries are important. There’s no way I could say to someone “I’ll have it Friday” and deliver it Tuesday without even batting an eye. It’s the best way to lose a client. When I told the sales lady I was very disappointed at having to wait for 2 1/2 hours after being assured before I even drove out there I’d be  “in and out” she said, “Ma’am, you’re being unreasonable. If this was fifty years ago you would have to wait two weeks for your lenses to come in.”

I wonder if I would be able to tell my clients to be happy they get stuff from me at all because I could have sent it snail mail and not email.

I understand some things take time. There’s a reason I called and asked if the shop was busy. There’s a reason I went this afternoon instead of another morning when my son is in school. Even if this place didn’t promise a one hour turnaround, to tell me I’m unreasonable isn’t exactly good customer service.

Yet again, I have another example of how not to treat people. Two good lessons came out of it: Deliver what you promise and never promise what you can’t deliver.

Make that three lessons: When waiting on lenses, leave the seven year old at home.

5 Reasons Offline Relationships are Important for Freelance Writers

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Community

Last week we discussed the importance of freelance writers using social media tools to build online relationships. While the benefits abound, it’s important to note offline relationships are also important. In fact, taking your online relationships offline, can further solidify a working association. Don’t be afraid to join a local networking group or reach out to people in the real world.

Offline relationships are just important. No ,they’re more important than the bonds you form online.

Why Are Offline Relationships Important for Freelance Writers

1. Because everyone is a potential client

It doesn’t matter if it’s your neighbor, the Cub Scout leader or your Realtor, everyone has the potential to be a client. There are different reasons to hire writers and not all writing jobs are found online. Every single person you meet may need to hire a writer one day. When you maintain good relationships with the people in your area, you’re the one who will come to mind when it’s time to hire a freelancer. Besides, ,most people prefer to hire local anyway.

2. Because people have more faith and trust in those they meet face to face

Are you more likely to trust someone online or off? Offline we can meet someone and hit it off right off the bat. Online, it takes more time to establish that trust. We can’t tell who we want to do business with after a couple of Tweets. However, after talking with someone face to face at a networking meeting, we might have a good idea of whether or not someone is a potential client or freelancer.

3. Because everyone knows someone

All of your neighbors, friends and acquaintances  know people…people who might have a need for writers. If you have established trust with others, they’ll have no hesitation when it comes to recommending you for a gig.

4. Because you can do more offline than on

When you talk with someone online they can hear the sound of your voice and see the sincerity in your eyes. They can tell by your handshake if you’re confident or going through the motions. You can show a portfolio and go through your projects in detail, and  elaborate on points and issues. When we’re  talking via Skype or a social network, it’s generally hurried. In person we can slow down and address everything needing to be addressed.

5. Because it’s more personal offline

Offline is more personal. Online relationships can only go so far. Offline you can attend meetings and brainstorming sessions. You can tell by your client’s face and tone which ideas are a hit and which are bombs. Anything you do in person is more, well, personal.  To date, I haven’t met one client who says he prefers online relationships over offline relationships.

Start doing business in person and see what I mean.

What do you do to maintain professional relationships offline?

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

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january 2010The 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?

6 Tips for Receiving Feedback from Your Freelance Writing Clients

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feedback

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?

Why I Can Be Smug, A Blog Action Day Post

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Blog Action Day LogoSo, in case you’re living under a rock, or like me, you’ve been attending to a sick baby for days and haven’t poked around the Internet, I’ll let you know that today is Blog Action Day. It’s something that’s been going on for a few years now where thousands of bloggers all write about one specific topic on one specific day in the hopes that some actual change will come about and the world will be all copasetic and stuff.

This year’s topic is Global Warming. No, wait. Scratch that. It’s on Climate Change. Despite having gotten half a dozen emails in the last week reminding me that Blog Action Day was coming up and what I was supposed to write about, I still had to go look it up and am writing my post at the last minute. Oh well. I’m guessing the person sending out those emails has been puked on two less times than I have in the last 24 hours or so.

So, in an effort to be a part of something bigger than myself, as well as to fulfill my contractual obligation to FWJ (just kidding, Deb), I thought it might be nice to take a look at why being a freelance writer is so good for the environment.

1. No daily commute means less fuel consumed, less emissions, and less of me giving the finger to other drivers in traffic.
2. Eating at home means that I consume more organic and local food leading to lest pesticides in the ecosystem, less transportation needs for the food, and less worry over whether I’m going to develop a second set of breasts due to all the added hormones in fast food.
3. Despite the fact that my job is all about creating documents, the only ones that ever actually end up on paper are my to-do lists. Freelancing means no inter-officer memos, no coworkers Xeroxing their butts on the copy machine, and no need to print out the latest “TPS Report.”
4. Having complete control over your working environment means you don’t have to sit by as someone else wastes electricity setting the heat to 75 degrees while opening a window to “get some fresh air.”
5. Barely leaving one’s home makes for a lot less consumerism overall. I don’t find myself tempted to buy things I don’t need only to have them end up in the landfill once I’ve really proven to myself that I was a moron for buying them in the first place.

I’m sure I’ve missed plenty of reasons that we freelancers can be smug about how great our jobs are for the environment, so I invite you to add to the list in the comments section.

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