If you’ve read my previous posts, you’ll notice that I often focus on the “freelancer-client” equation from the freelancer’s perspective. The reason is simple: I am the freelancer here, which makes me focus on this equation from my side only, sharing my experiences with clients, whether good or bad, from my point of view. However, a recent quick experience made me feel what the client goes through when searching for a freelancer to handle their new project. It justified many behaviors I used to find puzzling during my interactions with them. Yes, aside from your design or development skills, and your creativity in both, there are basics you must understand and master. The first and most important is the basics of client interaction and respect.
Respect the Simplest Method of Communication
I don’t understand why some people treat email as if it’s a secondary or additional method and use phrases like “I don’t always respond to emails,” or “I set aside one day a week to read and reply to messages.” My friend, it’s called “email,” not “carrier pigeon”! A whole week? How will you succeed in your work and get new clients if you don’t take their messages seriously and treat them with respect? The least respectful approach is to respond within a reasonable time: a day, two, three… But a week or ten days? This might have worked a hundred years ago, but not today! Remember, you’re a freelancer, and email is fundamental. You might refuse to use Skype, Facebook, WhatsApp, or even the phone, or make them secondary tools, but doing the opposite is illogical. How will the client feel secure working with you and be sure you’ll deliver the work on time? How will you even send the work? By phone, MMS, or telepathy?
Courtesy is Beautiful
I don’t mean you need to wear a suit and tie or speak to your client with overly formal words. I mean responding courteously and speaking kindly. A phrase like “This is my number 090000000” in response to a message containing important project details or specific inquiries is illogical and meaningless, and an average person can’t derive any sense from it. You won’t lose anything by returning a greeting or thanking your client for contacting you. Don’t want the job? No problem, explain your approach, or even refuse the job directly, but do so courteously. End the message on a good note; phrases like “Best regards” or “I wish you success” are not bad words in any language. They’re simply nice closing words!
The Client is Not Second-Class
Who told freelancers they are a unique species? Dear designer or developer, you’re not George Clooney or the president of some country, nor are you someone with superhuman abilities. You are a person whom God has blessed with talent and knowledge in a certain field, and He has enabled you to work in it, “just that,” nothing more. Be grateful for the blessings you have, and from a sense of gratitude, treat people with kindness and respect. Don’t treat the client as if they are second-class. If they made a mistake and asked you to lower the price, explain why the amount is what it is, or refuse the job kindly. Talk about your time and effort; there’s no need for arrogance and disbelief (Really! A client asking for a discount? Outrageous!). No, my friend, it’s not outrageous; it became so when you entered this field!
Follow-up is Your Right and Duty
If the client asks you about the expected completion time or follows up and requests updates, they haven’t committed a sin. They’re just asking, inquiring. I don’t know why some people expect that there should only be four messages between the freelancer and the client: the first for the request, the second for payment, the third for work delivery, and the fourth for praise and adoration for accepting the job! Do you know how many Arab designers there are? How many freelancers among them? Or how many designers and freelancers are there in the world? How many companies offer the same service you do? So, thank your lucky stars for the opportunity, and thank your client for choosing you, “even if you’re number one in the world.”
Respect the Agreement
Sometimes, the client may ask for something extra or make numerous revisions, which might disrupt the work and cost you more time and effort than expected, making the compensation less than anticipated. Clarify this to them. Explain that you may need to charge an additional amount for these revisions or additions. Break down the amount in detail. Be clear, and if you forget or “conveniently forget,” accept the consequences of your mistake. Don’t wait until the end of the job and then triple the price citing effort. In short, don’t make the client feel exploited or cheated. Push yourself a little if necessary, but don’t leave a bad impression or embarrass your client. Remember: “What is taken by force is forbidden.”
End the Work with a Smile
I mean, leave a good, pleasant impression at the end of the project. Made a mistake? Fix it, compensate the client. Did they make a mistake? Explain it to them, forgive them. Be the bigger person here, or at least try. Didn’t they respect you? Refuse to work with them “politely” and explain why, even if directly, but again, “politely.” Finish the project with mutual respect and ensure they’re satisfied. Contract terms are important and significant, but they’re not laws or constitutions that can’t be amended. Make an additional adjustment, or deduct a bit from the fee if there’s a misunderstanding or issue. Be flexible and finish the project with a smile 🙂
In the End
Yes, clients might wrong freelancers or vice versa. This is mainly due to the unclear concept of freelancing and the differences in people’s characters. But be someone who contributes to spreading this concept. Create beautiful and honest foundations within it, work on correcting the mistakes of other freelancers, and leave a positive impression of the freelancing experience.