I’ve heard some people say they got into their online business, be it SEO or copywriting, so they could work from home and not have to interact with people. And every time I hear that, I can’t help but take a step back and think, “That’s stupid.” I mean, sure you may not be dealing face to face with people on a daily basis, but a large part of what you do involves client interaction. You absolutely must know how to work with people in order to succeed in any sort of business venture.
Now having said that, I fully realize that some people who “retreats” to an online job in order to avoid social duties may require a little extra help in respect to client relations. If that describes you, here are a few tips to help you out. Follow them and you’ll be retaining clients and getting referrals in no time.
1. Go the extra mile to fix your mistakes—I’m writing this post today because quite frankly, it’s fresh on my mind. See, I did another post for this blog that I was supposed to schedule for 9 A.M. this morning. But I screwed up and it published overnight. Well, after thinking about it, I decided that it just wasn’t right for me to say “OOPS!” and move on. So instead, I decided to supply the blog with an extra post. And it just so happened to be fitting material. Would Gerald have let me keep posting to his blog if I had simply said “Sorry,” and moved on to next week? More than likely. But hey—I want to make sure I keep my business relationships moving in the right direction. I plan on working with him for a long time. So why not scratch his back?
Update: Gerald ended up not using this post last Monday so it’s getting used this week. That said, I’m still glad I went the extra step and I’m sure he took note. Make a habit of doing business the right way!
2. Deliver as promised (and don’t promise if you can’t deliver)—Sometimes I’m lucky and acquire a project that has a flexible deadline. But more often than not, if a client contacts me then they needed the piece written yesterday. So they ask when is the soonest I can finish for them. I’m always tempted to overcommit in order to secure the project. However, I’ve learned the hard way that it’s better to give them an honest answer than to promise and not deliver. Nothing makes a client unhappier than having to wait for work that should have already been completed.
3. Keep communication lines open—Again, sometimes you get the low maintenance client that just wants you to send them the finished product and shut the hell up. But always go into a new relationship assuming your client needs his hand held. In other words, give him frequent updates. And ask him if he has any questions (and be ready to answer them). Bottom line—make him feel important.
Have you run into client issues before? What have you done to go the extra mile?