The care and feeding of Clients or How to give great customer service

2 02 2010

I was talking to a freelancer I hired to work on my website. After writing a few emails voicing on concerns on the project, lack of updates I went off. To be honest not one of my prouder moments… here is a bit of the email I wrote.

Me  8:44 PM
ok…so there’s no prob? in the future you may want to make a client/project calendar

Name Protected  8:45 PM
yeah…guess as long as it doesnt happen again

Me 8:46 PM
that’s up to you

But as I think again….I did offer you access my calendar and ask you to add appointments for time at we’re both free to prevent back and forth emailing or im’ing. You did nothing so I took in control. I didn’t know you didn’t have your own calendar (wtf not?)  So I don’t feel least bit bad about happened @ work. Plus why it take so long to finally set up times to work together???  In case you have forgot I’m a client. Please do me a favor nut up or shut up.

Not good…not effective…not professional. We both failed. I let my emotions take over and failed to state communications needs and means.

Name Protected failed to communicate available times and means of scheduling and did not return emails.

Doom on both of us. Please don’t end up writing an email like mine.

Freelancers

Setup communications times and means.  Work with what you’re comfortable with and what your clients needs. Like Tues 10am skype + weekly process reports. You get the idea.  People get nervous once they pay for a service and don’t see anything being done.

Setup deadlines

Manage expectations. If you said you can make the world in 7 days you better done by day 6 hr 23 and minute 59.

If you can’t make it happen, please say so.  That clears your schedule and lets people know that you are busy.

Clients

Do your research.

Ask for recommendations.

Define your needs.

Then if satisfied let them do their job. Emailing your freelancer a million times does you both no good.  It wastes your time and their goodwill.

If you are not satisfied state your problems in a constructive way. If you do not find that works for you ….FIRE THEM.  Life is short to suffer idiots.

I hope this helps