March 6, 2009
Customer satisfaction is one way to ensure your freelance business stays busy. While you may think that you are providing the optimum level of customer satisfaction, your customers may very well think otherwise. But how do you know if your customers are happy? Well, one way to make this determination is to assume that those who keep coming back are happy with your services. However, as we all know, assumptions, especially the wrong ones, can be trouble.
The only sure-fire way of finding out what your customers think of you is to ASK THEM.
Use the Direct Method
Asking your customers and clients directly for their feedback might seem a little intimidating but it is a necessary evil that you must do if you want to remain competitive in business. Actually, the asking part may not be as painful as the getting part of the equation. No matter how thick you might think your skin is, you might not ever be totally prepared to hear the not-so-positive things about yourself or your business operation.
But you have to do it. First, you want to be clear to your customers that your request for feedback, both negative and positive, is indeed a serious one. You also want to convey that you appreciate both their time and honesty. Customers should be able to feel that they can say what they want and not have to fear retribution of any kind. Being able to accept critiques is the mark of a good business person. Phrase your questions directly as in “What services would you like to see provided that are not currently an option?” or “What aspect of our existing business relationship could use an improvement?” or “What do you value most about our services?”.
Process What Has Been Given
When customers do take the time and effort to provide you with feedback, it is now your time to return the time and effort by actually reading what has been given to you. While you may not agree with what is being said, you certainly owe it to your company to approach it all with an open mind and take the time to truly consider what is being said to you. Having the ability to access unbiased, objective information about your business can prove to be invaluable.
Take Action
When you receive feedback that contains viable suggestions for improvement, act fast. Start incorporating such changes as soon as it is reasonably possible. Otherwise, customers will begin to feel as though you don’t value their opinions and that you wasted their precious time in providing the feedback. If you are going to expect feedback from your customers, it is only fair that your customers expect changes from you.
Be Consistent
Asking for feedback should not be limited to just a one-time thing. Asking both new and loyal customers and clients how you can keep your business top-notch will be very important on an on-going basis. It will help you continually evaluate how you are operating your company and give you insight as to what you can and should be doing to keep moving forward with a profitable business venture.
Posted in Freelance Success, Success Skills 
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March 6, 2009
By definition a freelancer or freelance worker is a “self employed person who pursues a profession without a long-term commitment to any particular employer”. There are numerous fields in which a person can be a freelance worker however you will find a higher concentration of this type of person in the following fields: journalism, writing, copyrighting, computer programmings, graphic design, art and consulting. Performing work that you love and being your own boss is one of the most liberating things a person can do, but with that freedom there comes increased responsibility and the need to have perfected several habits that will keep you happy with your work and just as important-profitable.
Are you persistent?
If you want to be successful and earn a decent living you have to be persistent. You certainly don’t want to go overboard to the point of being annoying but you cannot settle with contacting a potential client and waiting patiently for a reply. Unless the person has come right out and denied interest in your services you will have to remember to follow up, perhaps sending samples of your work. Everyone is in a hurry these days and it is up to you to keep yourself in the forefront of a potential clients mind.
Are you professional?
It is a grave mistake for many new freelancers to approach their business as if it isn’t a “real” business. If you want to be taken seriously, if you want clients to see the value in your services you must maintain a professional appearance both in person and in your communications with the client. Most freelancers love the work they do but you have to keep in mind that if you expect to be paid for your services you must treat it like the business it is, not just another hobby to pass your time.
Are you disciplined?
Working for yourself gives you a LOT of freedom that most people working for an employer don’t have. Most freelancers have the ability to set their own hours, but that does not equate to being able to work “when you feel like it”. When you have a client that is expecting completed work you must be able to find a way, the time and the focus to get your work completed in a timely manner. This means you must be able to ignore the many distractions that can get you off track and submit quality work on time.
Are you able to market yourself?
You won’t be able to sell your services if no one knows who you are or what you can offer their business. Without the benefit of a larger companies resources YOU are responsible for getting the word out there to drum up business. Are you confident in yourself and the value of your product to successfully sell your ideas to new clients? Are you able to handle rejection? In order for your business to get off the ground and STAY off the ground you will have to spend time and energy networking, approaching new clients, following up with current clients and advertising yourself and your business.
Are you good at managing money?
There are many freelancers that once they are established enjoy a steady stream of income. There are also many freelance workers that due to the nature of their particular field regularly see periods of “feast or famine” where they receive a large payment followed by a period of smaller or possibly no payments. Unless you receive a “regular” paycheck each week you will have to be able to manage your money in a way that makes the periods of excess balance out the times when less money is coming into your business.
Posted in Business Planning, Freelance Dreaming, Freelance Life, Freelance Success, Success Skills No Comments »
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