Every client starts as a seed - and with careful nourishment they can turn into a tree.
Here is a summary of our advice on how to maximise your fees.
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Speed: Speed is important. Picked up a task? Try getting started straight away. Got questions about a task? Try asking them quickly and at the beginning of the task. Delays hurt clients. Did you know that seed clients are 80% more likely to turn into a tree when tasks are completed quickly?
Doing a great job, first time: 75% of clients are comparing your work to how quickly and well they can do the task themselves. So you could aim to complete tasks better than the client could. We suggest checking documents, responses and emails before you send them. We recommend making sure your work matches the client brief.
Communicate like your life depends on it: Clients want to know how things are going - and because you’re working remotely they don’t always know how you’re getting on. We have found that regular updates on tasks are vital and so is rapid communication if things go wrong. A tip would be that after the task is done keep checking your messages for feedback or follow on work from the client.
Fixing problems quickly: OK sometimes things go wrong - and when they do SPEED is important. If a client isn’t happy we may want to put aside any negative feelings and get the problem fixed FAST. Clients who have had a problem fixed quickly are 80% more likely to stay clients - and pay you to do more work for them.
Stick with what you say you’re going to do: There is a sure fire client killer - not doing what you say you’re going to do. This turns off more clients than almost anything else. If you promise to complete a task on a certain day we'd recommend making sure you do. If you promise an update, we'd suggest making sure you make it. Sounds simple, but a missed update is guaranteed to upset your client and reduce the likelihood of them sending you more work.
You can read more articles from me about client success and how to earn more on Time etc here -
Retaining clients - top tips to keep clients interested by Penni Pike
It's not me, it's you by Penni Pike
Why staying in touch with quiet clients is important and how to do it by Penni Pike
What do we mean about doing tasks quickly? by Penni Pike
Why is communicating task progress with your clients important? by Penni Pike
How to fix a task that’s gone wrong by Penni Pike
How to identify opportunities to be proactive by Penni Pike
Why it’s important to ask questions at the beginning of a task by Penni Pike
How to prioritise work and beat deadlines by Penni Pike
By Penni Pike, formerly assistant to Sir Richard Branson
