I have learnt, my clients now are the best. They’re professional and they know exactly what they want done. We don’t go back and forth with questions that have been asked a million times before. Why you ask I could say this, well I have instituted a better way of communicating with my clients.
My first initial contact with my clients is a free consultation which is recorded; the client is informed of the consultation being recorded. From that a proposal, retainer or project agreement is prepared. One is email along with the recording to the client. Whatever is said or negotiated on in the free consultation is mentioned in the contract. If the client requires a second consultation before the signing of the contract, that client must first set up a special consultation with me which could be a paid or not paid consultation. It is that simple, I hate stress so I have instituted a better way to service my clients.
What I give back, is my attentiveness to their projects and my availability beyond my office hours. I have two (2) after hour voicemails which operates Monday to Friday from 5:30 p.m. to 11:30 p.m. EST. One for the East Coast and Central time zones and other for the West Coast and Mountain time zones. I have also added an onboard client’s only voicemail, if I am unavailable for a length of time my clients can call and leave detail instructions of what needs to be done in the next 12 to 24 hours. This number is made available only to my onboard client’s. This is the first thing I check at the beginning of my day, along with my task board.
During the course of my work day, my workspace from Central desk is opened to the project (s) I am working on; I am either emailing, texting, chatting with my clients. I rarely answer the phone; my system is forwarded to my back up.
You might say I am leaving myself available at all time for my client, I don’t think so; I am giving them the service they requested. If an emergency arises, I’ll notify my clients and my back up handles the assignments for the day. Also, my clients know that after 11:30 p.m. Monday to Friday I am no longer available.
With each signed contract, I enclose the day’s I will not work, my vacation for the year and my terms and policies. Each year onboard clients receive my schedule. To some it may sound that I am to organized, but chaos ruled the day before this was instituted; this has worked for the last three (3) years. I LOVE what I am doing. This is not a job, but my AMBITION.