Client acquisition and retention are two of the most important goals of every professional in the field of freelancing. If you’re a freelancer for more than a year now, you know the quick signs how to tell if the client is about to get angry or miscommunication is about to rise.
Quick signs of an angry and dissatisfied client are short replies, messages seen then ignored, too many questions about the finished product or task and of course, heavy sighs.
So, how will you deal with demanding clients without losing them? Read on!
1. Change the communication channels
A conversation between you and the client for more than 1 hour through email and yet there are still no solutions being provided, you need to change the channel. Think of other ways on how you can communicate with them. Calling them via mobile can be one of the examples of changing the channel. Calling them on a mobile phone, the client can have the opportunity to vent out, this makes them feel that they’re being heard.
2. Learn the art of reflective listening
To prevent losing the client and disappointments, acknowledge the problem but don’t agree immediately. Here’s an example on how you can apply reflective listening in freelancing.
Client: “Though I have a limited budget, I really want to boost up our brand awareness. But it seems your professional fee is too expensive.”
You as the Freelancer: “To clarify this matter, you’d like to increase your brand awareness by availing my service. But, my professional fee is way beyond your set budget. Did I understand your dilemma correctly?”
In freelancing, you have to make your clients feel valued and understood, even if sometimes they are wrong. You just have to talk to them professionally.
3. Focus on the outcome
In freelancing, dealing with a difficult client is inevitable. Focus on the solution rather than dealing with petty details that would only add fuel to the fire. Know what your client wants to achieve, if it’s attainable then let them know but, if it’s not, offer them an alternative solution. Never leave your clients with questions in mind, they will think that you are not serious in getting the tasks done.