Eight ways to keep your clients happy

Posted on: June 30th, 2010

If you find yourself winning one-off projects that don’t provide repeat work, it can cost a great deal of time and effort to find a steady supply of new clients. So your focus should be on keeping a small pool of clients who you work for on a regular basis. Here are some pointers on how to keep your clients coming back for more.

  1. Make sure you make yourself indispensable
  2. Always do a brilliant job
  3. Become part of the team
  4. Never miss deadlines
  5. Come up with good ideas
  6. Show you’re prepared to be flexible – ongoing repeat work is worth the occasional weekend working
  7. Make yourself available at short notice
  8. Remember that the client is always right.

Sometimes you can do all those eight things brilliantly but you still lose a regular client – because it’s through no fault of your own.

About four years ago, I lost two of my biggest clients for the following reasons. In one instance, my contact left and the replacement decided to bring all the work in-house. In the other instance, my contact left and the replacement brought his suppliers with him. In both cases, my old client contacts went to big corporates with rostered agencies that didn’t deal with freelancers.

What’s your strategy for keeping clients happy?

4 Responses to “Eight ways to keep your clients happy”

  1. Cookies & Java
    June 30th, 2010

    I try to show commitment to a long term relationship by doing thing such as:

    1) Putting a lot of trust in the client by not charging for petty amounts, not always demanding money up front, not being a Scrooge with my time. Basically operating with the intention they’ll continue to give me high quality valuable work.
    2) Not being difficult to work with or being precious about my own ideas and work. Encouraging their creative input and not grumbling when changes are needed.
    3) Caring about their business enough to turn profitable work away when I believe it won’t generate the return they require.
    4) Developing a personal friendship where we can chat comfortably, meet up socially, exchange gifts etc

  2. Carole
    June 30th, 2010

    Yes, give and take is the name of the game. I’ve just spent the past hour and a half helping a client write an answer for the copywriting section of a tender they are submitting. Am happy to oblige. I also know that if they win the tender, they are likely to point the writing in my direction.

  3. Ricardo Bueno
    July 9th, 2010

    My rule is:

    - Be consistent 1,000% of the time, and
    - Always put your best foot forward.

    If you’re consistently consistent (ha, that sounded funny), people will rely and look forward to connecting with you often whether for their own work, or to send you a referral.

  4. nyipNtSo0vGF6
    October 9th, 2012

    839002 568101Enjoyed reading this, really great stuff, appreciate it. 692522

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