Effectively managing client expectations is fundamental to successful freelancer-client relationships, not just for short-term projects but for longer-duration relationships and retainer client arrangements.
Knowing where both parties stand, what to expect (and when), and communicating this clearly adds to a harmonious freelancer-client dynamic and builds trust so both client and freelancer can flourish and prosper.
Communication, communication, communication
Did we mention communication?
It’s vital to communicate regularly and clearly with clients. This doesn’t mean you need to contact them every day, but that you keep communication channels open and know when and how to contact them.
For example, do you have several communication channels and contacts depending on the specifics of the project? You might communicate via Slack for short status updates or queries and via email for longer updates and issues, or you may even use a project management tool to communicate and track hours.
Likewise, you may have weekly strategy meetings or ad hoc status ones.
Either way, knowing how and when you make contact will make it easier for both parties and will go a long way to managing client expectations as to when and how a project will be completed.
Keeping communication channels open also means you can effectively deal with issues that crop up that could have a bearing on the success or otherwise of a project.
Get clarity early on
Another essential ‘c’ word is clarity.
It’s important that you are clear on everything that is required from you (and your client) from the get-go.
If you are unsure of anything, ask before the project commences, as it might be too late down the line and may even contribute to scope creep. Also, if the client has to repeat the information they laid out in the project brief, it can be time-consuming, costly, not to mention unprofessional and potentially annoying!
It’s advisable not to start any project unless you know exactly what you are doing and what is expected of you.
Be clear on turnaround times and budget, especially if you charge extra for discrete services. It’s important to be transparent here as nobody likes to be surprised with additional unexpected costs.
These are all points that can be nicely ironed out in your client onboarding process and included in your written client agreement.
Be clear on payment terms and conditions
There are several things to consider when it comes to your payment terms and conditions, managing client expectations, and getting paid on time.
Your client should know how much you charge and when payment is due, but it’s a good idea to set up and schedule payment dates in advance and even send out reminders when payment is due.
You may also want to consider if you’ll apply late payment fees. If so, ensure this is clear by including a statement to this effect on your invoice (and including it in your contract).
Likewise, will you apply fast-track fees (for when the client wants an urgent turnaround) or a kill/cancellation fee (should the client cancel the project at any time before completion)? Again, these are all things that should be laid out in writing in advance, along with how you will be paid.
This is where quality invoice software can help.
Invoice Ninja is a leading free invoice software specifically developed for freelancers and small businesses like yours.
It supports multiple payment options, making it easier for clients to make payments, and integrates with a range of payment gateways, enabling you to invoice clients and receive payments with a single click. It offers a user-friendly interface for creating and sending professional-looking and custom-branded invoices as well as email automated payment reminders. You simply set up the frequency, and your clients will get reminders when it’s time for them to pay.
Another great feature is the branded client-side portal where your customers can view their invoice history, payments and quotes.
Try it for free here.
Add a little extra
It doesn’t take much to add that little extra to a project and exceed client expectations – completing a project early or adding an extra special touch can go a long way to fostering good client relations (and winning more business).
If you’re working as a freelancer in coordination with an in-house team, do all you can to be a part of the team rather than just be seen as outside help. This way, you can be up to date with everything going on and, where possible, do things that will enhance results – even if it’s just suggesting good ideas – always be helping.
For example, if you are invited to a team social event, see it as an excellent opportunity to network and bond with the team. Depending on the circumstances – you could consider not charging for your time – not everything needs a price tag. Gaining clients’ trust and providing excellent service to good clients who appreciate it is invaluable and will pay you back many times over.
In this scenario, a little goes a long way.
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We hope this post provided you with some helpful food for thought. If you think someone else might benefit – please share. Thank you!