Tools - Client Handling

Don't be petty, but make an effort to "go the extra mile". Little gestures really counter any perception of meanness. So...

If you are paid by the hour, don't "clockwatch". If your work for the day is finished and there's no practical benefit in starting anything else then don't hang around twiddling your thumbs for the sake of an extra half hour on the timesheet. Not only will the client notice and appreciate this, but it will have a positive impact on your own work life balance.

Tim Bradburn 2010-09-03 09:45
My motto has always been "give them what they want". It sounds obvious, but it's so easy to fall into the trap of giving the client what you want to give them, or what you think they should have, instead of what they actually want. 

It's a case of putting yourself in their shoes, and really taking the time to listen and understand. 

I think this principle is well illustrated in a story about Jan Carlzon, who took the Scandinavian airline SAS from an $8 million loss in 1981 to a $71 million profit just over a year later.

The airline had just invested in some shiny new Airbuses that SAS felt their customers should want because they were much more roomy. However, it meant that there would be fewer flights to choose from and there would be a stop to refuel.

Carlzon took the time to focus on what customers really wanted - frequent non-stop flights. So he made the incredibly brave decision to shelve the very expensive brand new Airbus fleet and carry on flying with the ordinary old DC-9 planes that could deliver the frequency of service people wanted. 

The figures speak for themselves.

You can easily find yourself in a similar situation as a freelancer - you make an investment that you think will enhance your offering, but is it really what the client needs or are you foisting it on them to serve your own purposes or to recover your investment?

Listening isn't always easy, and there can be an associated cost. But ultimately it always pays back.

Once you have a client stick to your promises. 

Give realistic deadlines, add padding. Don't give short deadlines only to impress. 

In most cases a client would rather you gave them a realistic deadline and meet it rather than give a short deadline and miss it.

Client depend on deadlines to plan against.