Clients

K Saravana Kumar September 5, 2013

Understanding the expectations of the client

What is client expectation? If you ask the client, the answer will vary from one client to another. Certain clients may expect you to deliver his work within stipulated time frames and will be keen on keeping with deadlines. Some others may only expect good quality work from you, irrespective of time frames.

So how do you manage the client’s expectations? There are quite a few circumstances that bring up varied experiences on client expectations while working with a wide spectrum of clients. The key to managing expectations is to have a plan and a back up plan for all situations that you may foresee a crisis. However, there are also unforeseen crisis, which one has to prepare for.

If there is a crisis or if there is good news, let your client know immediately. This way he will be confident that you will get back to him, whatever the situation you are in. Let them know if you are away from work or if you are unable to complete your tasks. This should be part of your regular communication plan.

Whenever you are unable to complete the work as per schedule, offering workable solutions to help them, complete the work is a good way to manage client expectations. Guide them on how to complete the pending task or even recommend a few people who may be able to pitch in and save the situation.

Building good rapport helps when the deadline of a project needs extension, especially when the client is far away from you. At any stage, the rapport that you build will help, to even question certain decisions that the client may make. Many times the clients are willing to explain a certain stance or change, elaborating on how it is going to be beneficial for both parties involved.

Having said the above, most clients do not have any expectations around work hours, as far as freelancers are concerned. This because they are aware that freelancers do not abide strictly to the number of working hours due to their nature of work.

Most clients expect quality of work to be topnotch, when they outsource projects for freelancing. Output, irrespective of the number of working hours put in, has to comply very specifically with depth, class, quality, and accuracy. These, freelancers, have to keep in mind while doing his work. The expectation from the client here is a superior job that will earn a lot of appreciation.

There are situations where more than one person is coordinating, with you, for work. There may be three or four people who are co-coordinating with you over a particular work say development of a curriculum etc. Here the SMEs, trainers, managers, sales personnel etc will have their views shared over a telecom or meetings. It is important to filter information that is necessary and crucial to suit the developmental work, the most. The freelancer requires a lot of discriminatory ability to know what should go into the curriculum and what should not.

If the situation demands it from a freelancer, it is quite alright to stretch work hours and offer to do a few extra assignments. Going the extra mile will help you gain the good will of the client. You may gain valuable experience while doing these extra assignments. This need not be a habit but, a freelancer should make use of a proper opportunity to learn and get the extra edge over others.

Payment is an area where it is crucial to learn to negotiate. The client may not give in his expectations, but the freelancer can gently remind the client, the amount of work involved in order to complete the assignment thus justifying the charges. But there are certain times when the freelancer can push for charges, for extra work especially, when the work is well over that mentioned in the contract. Whether the freelancer is a tax payer needs factoring in as well. It is advisable to keep in mind that, if much of technical complexities are involved, then, it is only right to charge a steep amount. This way you are ensuring fair treatment as well. And you save the client from being unreasonable.

Last but not the least is something that you, as a freelancer, could do to manage your client’s expectations. Always over deliver while you may promise something less. This way the client will be delighted at the effort put in and will also want to reward you for your efforts. So then, what is that we need to promise? Always promise in line with results expected from you. However, when it comes to output, over deliver and do that little excess to delight the client.

As and when you keep growing in your area of expertise, it is good to give valuable suggestions to clients who are looking for it. This way you act as a freelancer and a consultant as well. The client will then have a one stop shop where he will get all the solutions related to his work. This yet another method of managing client expectations.

K Saravana Kumar

Helping freelancers get better and better while working for you – For the client

Every employer would like to have a freelancer working for him and also him to work better and better. With every work assignment that he gives, the client would like to see improvement. The challenges that are ahead are quite a few, to get this done. The freelancer has to learn, work, contribute and stay on and continue to do better.

The usual method of providing internal trainings imparts the knowledge required to understand and do the work accurately. Such training will pertain specifically to the type of work the freelancer is involved in. This training goes a long way to help upgrade the knowledge about the new trends and innovations pertaining to the work.

Yet another method of getting people to do better is by providing training in related fields of work. Thereby the employee gathers new techniques and uses it to do better at the current one that he is working on. Incorporating certain techniques from related fields of work will add value to the output, since the knowledge base of the freelancer enhances thus.

Another necessary training, on the agenda, should be in time management. The freelancer is then better equipped to handle assignments to keep up with the time lines for delivery of work. Spending time procrastinating can cause discomfort to both parties involved. Even training in yoga and mind control helps.

There are other means to get better as well. This will include using mental techniques to kick start the day. Using energy management to control the mind and body enables an individual to be in control. “To do” lists help a lot. Listing tasks such that they enable you to complete them one by one by not stressing you up is a great way to finish work well.

It is important to learn not to over commit. This way one takes on work that one is capable of completing within a stipulated time.Employers can guide the freelancer to assess the work that he is undertaking. This will improve productivity of the individual bringing about better output.

Giving appropriate feedback also is a training that helps gear up the productivity of the freelancer. A freelancer should know what is right and good about his work. Accordingly, he can garner his skills. Not knowing about the other person’s view of the work done can only plunge him into darkness. He needs this guidance as well!

Most of the time, we find that there are online training offers for freelancers who take up a certain kind of job. Questions about the effectiveness of these remain unanswered. Generally, the ineffectiveness of such online random training is a truth never discussed since many do not want to share or discuss unpleasant experiences they have undergone.

On the contrary, there are quite a few resources available on line which will enable a freelancer to get up-to-date information from a variety of business leaders and thought leaders. There are also courses available online which when used will help brush up existing knowledge and skills. Some of these courses are available as videos to enable the student understand better. A freelancer could go through any of these to understand more about his area of interest.

Women are at a great advantage when running an entrepreneurship is concerned. In developing countries, there are quite a few organizations which the Government promote to ensure job security to women. There are loans available and proper guidance ensuring that women gain success in the world that is getting more and more competitive as days go by.

The success of a freelancer is in running his own business of freelancing, well. What is required is a focused effort on the work. Training may or may not help. Many times people opt for freelancing after a considerable stint in corporate world. Hence, they already will have the training and development done during their career.

Getting a business degree will help in boosting your image, as far as clients are concerned. They would want to know your educational back ground in order to assess whether you can promote their product. A qualification from a reputed university goes a long way in building the trust that is required to bring forth a business deal.

And last but not the least are training workshops which bring together freelancers from various industries thus enabling exchange of expertise on a common platform. More of such learning helps the freelancer to contribute better, with time.

K Saravana Kumar

Creativity – a freelancer’s path to success

Creativity is an art. The way you project yourselves on the things you handle in everyday life to the tasks you do requires creativity. Its the key criterion to compete and remain successful in freelancing career.

Creativity comes along with experiences. There are many ways to be creative, to get new clients or to make better use of equipment and office space.

Some tips include using a different device like ipad or a computer to split the work you do just watching tv or can be to upgrade an existing system if you can’t afford a new one. Recreate the area where you work, keep changing the screen or paintings rent a different place to work,working along with tour group of friends once in awhile. Marketing yourself also shows how creativity you are. Make variety of cards to let your friends and relatives know the services you offer so that they could depend on a reliable person instead of a stranger.

The options are many, all you need is to try think a bit out of the box.

These examples help you grow as a freelancer.

Having known the inspirational quote of Pablo Picasso,

Every child is an artist. The problem is how to remain an artist once we grow up.

We should stick to the creativeness we own. At every moment one must remember to be unique. There are many people who can do the same repetitive task with training. To make a difference as a freelancer and to be the first pick for the people outside, the art must be mastered.Never lose the uniqueness.

Give customers gift

To attract customers and to succeed in business you must use creative approaches. One such would be gifting your regular customers.The market trends keep changing with time and is often difficult to meet the customers expectations. Offer free services every now and then. This will help retain your customers for the second and third time.Send them your brochures along with goodies on special occasions . in big companies they have people to monitor and do these but as a freelancer it’s your responsibility to track your customers. When You feel low and when the number of clients are getting less these techniques help you boost your freelancing career.Use your fantasy and implement these things into your business plan. Make customers want to come back and you will have the best possible chance to survive.

Reward!

Own a website or a blog and keep updating your recent work. This will increase the number of readers visiting your site.Giving something extra to the visitors on your website always is a good thing. As a freelance blogger help people with tips that can help them gain more hits. Gift a new member who joins in your portal. Conduct quizzes more often. This helps you get more contacts with the interaction you do.Post some useful suggestions on how are to present a particular information. This will potentially give more clients for you.

Treating your clients

Clients are more valuable for one to be successful. Giving existing customers good offers as mentioned in the previous tip is important. But remember to be service minded.Maintain your limits to satisfy the customers. The attention you pay to the customer is important it will make him feel he is important and make him more loyal. Use positive language when you talk or write to him. Remember to let him know that his feedback is always appreciated. That way you can keep making your services more and more attractive and get happier clients. Don’t forget that existing clients can be the best advertising you ever get!

Feedback

In Order to become a successful freelancer getting feedback is critical. You can ask your friends or family to improve the services you provide.Not only should you have comments enabled on your website for feedback but should remember that you work towards to achieve it. . Most important of all, every time when you have finished your project – ask the client what he thinks.This attitude makes your client feel the client important. Getting someone else’s opinion is always good and this will help you to become even more successful and have a fresh mind.Having a fresh perspective of doing things is always essential to succeed. when your share your thoughts and ideas it will kindle the thoughts of others as well and hence the combined result based on these ideas help you provide a better product.

Steve jobs has given to us a wonderful quote based on this synthesizing which leads to an amazing creative product which is ,

“Creativity is just connecting things. When you ask creative people how they did something, they feel a little guilty because they didn’t really do it, they just saw something. It seemed obvious to them after a while. That’s because they were able to connect experiences they’ve had and synthesize new things.”

Take the time you need!

At the early stage of taking a work, we might be very enthusiastic to execute but as time goes we might lose the interest to perform. Its our responsibility to stay motivated and give a better service to the client as promised. Don’t compromise yourself to postpone any job you take. Its creativity which makes you do things better. When you get a task or commit yourself to take a job make sure you give the timeline to yourself.This not only helps you to complete the work but you will have ample space to think about the task the ways to implement it, the enhancements you can do while working on this.

You need to have a strong impression created that each days work is not dragged to the next.

This is so important, it can’t be mentioned enough. Same as with the tip about learning to say no.

A successful freelancer is one who manages time and handle the project effectively. Reputation matters for a freelancer. Make sure your clients don’t go to anyone else other than you.

Hope these tips helped you to bring back the creativeness!