How to Keep the Good Clients

It wasn’t long ago when I was happy to keep any clients that came my way. Now, I have the luxury of focusing on the good ones -- the ones with smart and supportive people, challenging and consistent work, competitive rates, and of course, who pay on time.

I haven't always been the most diplomatic person. Sometimes, I have to fight my tendency to speak my mind. Working with clients of all temperaments has helped me to be more adaptable, flexible and might I say, a people-pleaser. Because at the end of the day: the customer is always right. Well, almost always right.

Here are a few ideas I have for keeping favorite clients happy. What are yours?

1. Respond quickly. My top job as a service provider is to be an excellent communicator. When a request comes in, even if I can’t tackle it that day, I reply as soon as I can so they know I’m on it. If I don't understand what they're asking of me, I clear that up right away and also make sure I understand their deadline. If I can’t meet it, I’ll always ask if there’s any leeway before flat-out saying no. Very rarely have I had to refuse a client request based on the deadline.

2. Be a perfectionist--or try. My second top job is pretty simple. I treat every job the same -- matter what I'm getting paid. If I agree to write an article, I'm going to make sure it's the best content I can possibly deliver in the timeframe and with the materials provided. I try hard to understand their goals and audience, and make extra effort to minimize work on the client’s end. I'm human. I can't catch everything, but I feel I owe it to the client to proof my own work a few times before the client sees it.

3. Be humble. The client is the expert in their field, not me. I try to get as much information from them about their industry and needs as I can, and I don’t pretend to know something that I don't. If I know I'm right, but the client thinks I'm wrong – I bite my tongue. After all, they're paying for the work and they make the rules. If I make a mistake, I admit it, and then we can all move on.

4. Don’t nickel and dime. It's okay and probably a good thing to occasionally do something for free. If the client has 30 minutes of extra work at the end of a project and I have already sent in the invoice, no problem. If the client wants to do a third or fourth revision, I do it. Once in a while, I have to set a boundary. But for a good client, it does pay later to go the extra mile today.

5. Have fun. If you have a sense of humor and it's clear that you enjoy your work, it rubs off in a positive way on your clients. Don't take yourself too seriously: try to get to know your clients a little bit. If you're a pleasant and interesting person to work with, and you deliver excellent work to boot, they're going to keep you around.

One of the toughest parts about being a consultant/freelancer is managing expectations. When you have multiple clients, sometimes they all want something from you at once. That can be stressful. Or, they may ask for something that's just unreasonable during the timeframe of a project. Those are the times when you have to get diplomatic and make sure you're not setting yourself up for failure. You may have to negotiate a little, but still ensure that the client knows you have a “can-do” attitude. It's a tricky balance, but nurturing client relationships is just part of the job.