When you provide a service, your business success is defined by the number of customers you leave happy – it’s that simple. What isn’t so easy, however, is achieving that goal, especially when you are freelancing and trying to do everything by yourself.
With this in mind, how can freelancers keep their customer satisfactions as high as possible? There are a few things that every freelancer could – and should – be doing. Read on to find out more about improving the experience you provide for all your clients.
You discount the customer’s experience
First of all, do you have a way of measuring your customer’s satisfaction levels? Or are you the type of freelancer that complete the job and then moves onto the next prospect? If it’s the latter, there is an excellent chance you need to change tact. Every customer you meet has to be given the ultimate service, so they keep coming back – and recommending you to others. The freelance world is tough enough to navigate through, but with no happy customers, you will be destined to fail.
You take on ‘bad fit’ projects
When you are freelancing, it can be tempting to take on any job that people throw at you – especially when you are just starting out. But don’t forget: you are a service provider, and that service has to be excellent at all times. When you take on projects that you are unsure about, or don’t have a handle on, you are leaving yourself open to failure. And, of course, exceptionally unhappy customers. Never take on jobs that you feel aren’t a good fit for your skills, or trouble will occur.
You don’t put the customer first
When you are in the field, taking calls has an enormous impact on your ability to provide a service to your current clients. But, of course, you need to take those calls to ensure you don’t miss out on new business. Something like field service management software might help you keep yourself organized a little better. The right software can help you manage your day-to-day admin better and allow you to focus on being productive as possible. Primarily, however, it will help you organize your time better so that you can concentrate on giving customers attention and the best experience possible.
You don’t educate your customers
If you really want to satisfy a customer, you will need to teach them. All the best freelancers understand this, and it’s important to remember that the client is not always right. If you are uncomfortable with what is being asked of you, it’s vital to explain why. Educate them in a better way. Of course, there will be customers that don’t like it and will look for an alternative provider elsewhere. But you have to keep your professionalism intact, and the chances are that these types of clients will never find happiness in what you do, anyway.
As you can see, there are a few things all freelancers should be doing if they want to improve their customer satisfaction levels. Good luck!
