This morning was unseasonably cold for an early December morning in the southeast. Although I work from home, I still had to brave the freezing temps to get my little ones off to school. I absolutely abhor the cold so when I noticed my neighborhood Krispy Kreme sign alight with promises of hot coffee and hot, freshly baked doughnuts, I could think of no place I’d rather be in that moment.
The drive through line was long, but I had my heart (and taste buds) set on enjoying a steaming cup of coffee with a hot, sugary, melt-in-my-mouth doughnut. When I finally got to the window, the young lady working the window was so pleasant and effervescent, it blew me away. She seemed genuinely happy making sure each drive through customer was happily satisfied and I left the window happy and completely impressed with her friendly service.
As I drove back home I got to wondering why I was so affected by something as simple as receiving good customer service. Isn’t that something I should automatically expect when I spend good money on a product or service? Maybe so, but the fact is that’s seldom what you get these days. The phrase “customer service is dead” gets tossed around a lot, but I’m happy to say that it’s not and hopefully will never completely die away. There are certain businesses I am completely loyal to simply because of the service I receive. I’ve been fortunate enough to have clients complement the service I provide saying that they've had experiences working with writers who do not prioritize friendly, reliable service (Really? In THIS economy??).
Customer service is one area of your business that allows you to tip the scales in your favor. Statistics reveal that repeat customers spend 33% more than new customers, so clearly building solid relationships with existing clients is essential. Businesses that ignore the customer’s need to feel appreciated pay in the end.
Do you place emphasis on customer service when working with your clients?
Monday, December 6, 2010
Monday, November 29, 2010
5 Ways to Prescreen Clients
Inevitably every freelance writer comes to realize the importance of prescreening new clients to avoid winding up with nightmare projects. Prescreening can help separate the tire kickers from those clients who are seriously ready to get down to business. Early in my business, before I understood the importance of separating serious clients from bargain hunters, saving me frustration, headaches and precious time.
Of course there are exceptions to every rule. Some of my best clients sat on projects from months while checking me out, asking lots of important questions and comparing my skills with other writers before deciding to use my services. I am respectful and kind to anyone inquiring about my services, but I’ve learned how to recognize serious inquiries from the “not-so-serious” ones.
Discussions begin with “We’re on a Budget”
Honestly I assume that anyone who approaches me to handle a project is working with a budget of some sort; but when a prospect starts the conversation explaining budget limits, or keeps bring up the budget subject in conversation, nine times out of 10 I’m dealing with someone looking to get something for nothing.
Reluctant to Provide Needed Information
It’s very simple really – in order to provide a client with a final project that meets his/her expectations, the client has to supply the writer with information. As cut and dry as this may sound, there are many businesses out there that don’t see it that way.
I was hired to work on a project for a local mid0size business this past summer. During my initial phone conversations with my contact I explained how I work and the information I would need in order to complete the project. In the end I was unable to get the information I needed so we parted ways amicably. Although he said supplying the information wouldn’t be a problem, I found myself sending several unanswered emails requesting this important information. In the end I removed myself from the project.
Frequently Pulls Disappearing Acts
Hopefully you’ve never had the displeasure of dealing with this client. He/she is eager to get started on the project, but as soon as things get rolling you can never get in touch with them. For example, they take two weeks with not attempt at contact to return your agreement, make the down payment, or respond to a simple question about the project.
Expects You to Drop Everything When They Call
I’ve only dealt with this type of client once and believe me when I say once was enough! This type of client acts as if his/her projects are more important than anyone else’s. My one time experience involved a client who called at all hours of the night, on weekends and demanded instantaneous responses to emails (and I’m very diligent about responding to emails throughout the day). Trust me it’s no worth working your last nerve.
Insists on Face-to Face Meetings or Phone Conferences
I’ve talked with other writers about in person meetings and many of them prefer them so this might just be my own personal pet peeve. But many times when I’ve met with clients that insist on face-to-face or phone meetings nothing comes of it. This is why I began charging for my time (when meeting in person).
I don’t experience problems as much with clients who like to discuss everything over the phone, although phone conversations can become time sucks if you don’t control the call.
What red flags you watch out for when prescreening new clients?
Of course there are exceptions to every rule. Some of my best clients sat on projects from months while checking me out, asking lots of important questions and comparing my skills with other writers before deciding to use my services. I am respectful and kind to anyone inquiring about my services, but I’ve learned how to recognize serious inquiries from the “not-so-serious” ones.
Discussions begin with “We’re on a Budget”
Honestly I assume that anyone who approaches me to handle a project is working with a budget of some sort; but when a prospect starts the conversation explaining budget limits, or keeps bring up the budget subject in conversation, nine times out of 10 I’m dealing with someone looking to get something for nothing.
Reluctant to Provide Needed Information
It’s very simple really – in order to provide a client with a final project that meets his/her expectations, the client has to supply the writer with information. As cut and dry as this may sound, there are many businesses out there that don’t see it that way.
I was hired to work on a project for a local mid0size business this past summer. During my initial phone conversations with my contact I explained how I work and the information I would need in order to complete the project. In the end I was unable to get the information I needed so we parted ways amicably. Although he said supplying the information wouldn’t be a problem, I found myself sending several unanswered emails requesting this important information. In the end I removed myself from the project.
Frequently Pulls Disappearing Acts
Hopefully you’ve never had the displeasure of dealing with this client. He/she is eager to get started on the project, but as soon as things get rolling you can never get in touch with them. For example, they take two weeks with not attempt at contact to return your agreement, make the down payment, or respond to a simple question about the project.
Expects You to Drop Everything When They Call
I’ve only dealt with this type of client once and believe me when I say once was enough! This type of client acts as if his/her projects are more important than anyone else’s. My one time experience involved a client who called at all hours of the night, on weekends and demanded instantaneous responses to emails (and I’m very diligent about responding to emails throughout the day). Trust me it’s no worth working your last nerve.
Insists on Face-to Face Meetings or Phone Conferences
I’ve talked with other writers about in person meetings and many of them prefer them so this might just be my own personal pet peeve. But many times when I’ve met with clients that insist on face-to-face or phone meetings nothing comes of it. This is why I began charging for my time (when meeting in person).
I don’t experience problems as much with clients who like to discuss everything over the phone, although phone conversations can become time sucks if you don’t control the call.
What red flags you watch out for when prescreening new clients?
Thursday, November 18, 2010
Freelancing While Traveling
As I write this I’m preparing to make an unexpected trip out of town. I’ll be working on a couple of projects while I’m away which means advance preparation is essential to making sure this trip doesn’t negatively effect my bottom line. My lovely children broke my laptop this summer (thanks again, kids…), but a relative was kind enough to donate her older model. It will do nicely until I buy the one of my dreams - hopefully within a couple of months. My main objectives when working while traveling:
Having Internet access through a laptop or smart phone has certainly made freelancing on the go easier; but there are still ways to maintain momentum and connectivity with online clients:
Give Them Fair Warning
I contacted all of my regular clients to let them know I’d be out of town and not as available via email as usual. Clients can then decide whether or not to hold off on sending projects until you return from traveling. You may want to set an alert on your email that informs anyone sending email while you’re away.
Maintain Your Online Connection
How can you do this without a laptop? Easy. Find a public library for free Internet access (you may have to wait in line or be subjected to time limits depending on the library and demand for computer time). Take advantage of your hotel’s business center, or visit an Internet café (prices vary). You can use either of these places to quickly check and respond to emails or send shout outs to friends on Facebook and Twitter.
Let It Go
I’m sure you know that you don’t have to slip work in to every trip out of town. Believe me – I only do so when it absolutely can’t be avoided which thankfully is quite rare. Don’t be afraid to disconnect temporarily from your clients and the online world and enjoy real life uninterrupted.
- Accessing the Internet for emailing and online research
- Mobility
- Easy access to files via Mozy.com
Having Internet access through a laptop or smart phone has certainly made freelancing on the go easier; but there are still ways to maintain momentum and connectivity with online clients:
Give Them Fair Warning
I contacted all of my regular clients to let them know I’d be out of town and not as available via email as usual. Clients can then decide whether or not to hold off on sending projects until you return from traveling. You may want to set an alert on your email that informs anyone sending email while you’re away.
Maintain Your Online Connection
How can you do this without a laptop? Easy. Find a public library for free Internet access (you may have to wait in line or be subjected to time limits depending on the library and demand for computer time). Take advantage of your hotel’s business center, or visit an Internet café (prices vary). You can use either of these places to quickly check and respond to emails or send shout outs to friends on Facebook and Twitter.
Let It Go
I’m sure you know that you don’t have to slip work in to every trip out of town. Believe me – I only do so when it absolutely can’t be avoided which thankfully is quite rare. Don’t be afraid to disconnect temporarily from your clients and the online world and enjoy real life uninterrupted.
Friday, November 12, 2010
If You Need Help Marketing Your Freelance Writing Services Look No Further…
I know this post is late, but I couldn’t just sit on it – I had to share! Anne Wayman and Carol Tice are two very successful freelance writers who are collaborating to provide a marketing class just for writers: 40 Ways to Market Your Writing.
These ladies really do know their stuff. The interactive webinar is scheduled for December 7 at 9 a.m PST and they have kindly set a very affordable rate of $19.99 until November 24, 2010 (after that the cost will be $24.99). Participants can also receive other great gifts including a discount on Carol Tice’s latest ebook, Make a Living Writing: The 21st Century Guide, so jump on it while you still can! Enjoy your weekend everyone. :~)
These ladies really do know their stuff. The interactive webinar is scheduled for December 7 at 9 a.m PST and they have kindly set a very affordable rate of $19.99 until November 24, 2010 (after that the cost will be $24.99). Participants can also receive other great gifts including a discount on Carol Tice’s latest ebook, Make a Living Writing: The 21st Century Guide, so jump on it while you still can! Enjoy your weekend everyone. :~)
Monday, November 8, 2010
Are You Really Committed to Working for Yourself?
I received a surprise phone call Saturday from someone who approached me six months ago for advice about getting started as a freelance writer. I haven’t heard from this person since six months ago when I gave her some very basic steps to take. Long story short: she not only refused to take action, but also argued with me about whether or not the steps were necessary. FYI: the steps she questioned involved specific directions that a client I’ve been working with for two years requires of all inquiring, new writers interested in writing for his business so it wasn’t like I was just making this stuff up.
I immediately recognized the situation for what it was, wished her well and went on my merry way. Six months later she’s calling again to tell me she never heard back from said client about the writing opportunity (hmm…) and was wondering whether or not I thought it might be too late for her to try contacting him again. I quickly reminded her once more of the client’s application requirements suggesting she try contacting him again, following his instructions, to see whether or not an opportunity still exists. Although she wasn’t as vocal about not wanting to put forth the effort to make that move, her hesitation spoke volumes. She’s not really committed to putting forth the time and effort it takes to be self-employed. I suspected as much.
One thing I’ve learned in my four years of freelancing – as much as clients want a cracker jack writer that can bang out perfect copy every time, they appreciate good writers committed to their business and the job at hand even more. I’m just going to say it: there are a lot of people who get sucked into the “idea” of what it is to be a freelance writer without considering the work it takes to build (and maintain) a steady client base and income. Nine times out of 10, those guys either never get around to starting or completely give up too soon. My message to anyone getting started or struggling to hang in there is to remain committed if self-employment as a freelance writer is really what you really want. Commit to consistently spreading the word about your services. Commit to continuing to learn all about your niche, the latest marketing trends and improving your grammar and writing skills. Commit to being professional at all times, meeting established deadlines as promised and over-delivering on projects. Anything worth doing involves some form of commitment.
I immediately recognized the situation for what it was, wished her well and went on my merry way. Six months later she’s calling again to tell me she never heard back from said client about the writing opportunity (hmm…) and was wondering whether or not I thought it might be too late for her to try contacting him again. I quickly reminded her once more of the client’s application requirements suggesting she try contacting him again, following his instructions, to see whether or not an opportunity still exists. Although she wasn’t as vocal about not wanting to put forth the effort to make that move, her hesitation spoke volumes. She’s not really committed to putting forth the time and effort it takes to be self-employed. I suspected as much.
One thing I’ve learned in my four years of freelancing – as much as clients want a cracker jack writer that can bang out perfect copy every time, they appreciate good writers committed to their business and the job at hand even more. I’m just going to say it: there are a lot of people who get sucked into the “idea” of what it is to be a freelance writer without considering the work it takes to build (and maintain) a steady client base and income. Nine times out of 10, those guys either never get around to starting or completely give up too soon. My message to anyone getting started or struggling to hang in there is to remain committed if self-employment as a freelance writer is really what you really want. Commit to consistently spreading the word about your services. Commit to continuing to learn all about your niche, the latest marketing trends and improving your grammar and writing skills. Commit to being professional at all times, meeting established deadlines as promised and over-delivering on projects. Anything worth doing involves some form of commitment.
Monday, November 1, 2010
Refocusing My Efforts
It’s hard to believe that there are only about 60 days left in 2010. Where did the year go?? This year has been an especially challenging one for me. I’ve been dealing with my father’s battle with cancer, and then last month my family buried our very dearly beloved matriarch – my 96 year old grandmother. The pressures of my real life have done a lot to stir up my recent bout of burnout. Although I’ve been very busy marketing my services and catering to new and existing clients, I’ve been very distracted and sometimes have difficulty concentrating on certain tasks (leftover remnants of said burnout no doubt).
I’m recovering slowly but surely, but my down time has caused me to reassess my business. I do this at the end of the year anyway, but recently I’ve become clearer about certain changes I’d like to make regarding the services I provide – renovation if you will. My goal: to spend less time working, but earn a comfortable living. As the pieces to this puzzle come together, I’ll be sharing this journey with you. Some of the changes I’m considering will affect the way I market new services so I need to revamp my business plan and establish a strategy that will help me get from point A to point B.
How about you - are you sticking to your current business model or are you planning to make changes (adding or removing a service(s)) in 2011?
I’m recovering slowly but surely, but my down time has caused me to reassess my business. I do this at the end of the year anyway, but recently I’ve become clearer about certain changes I’d like to make regarding the services I provide – renovation if you will. My goal: to spend less time working, but earn a comfortable living. As the pieces to this puzzle come together, I’ll be sharing this journey with you. Some of the changes I’m considering will affect the way I market new services so I need to revamp my business plan and establish a strategy that will help me get from point A to point B.
How about you - are you sticking to your current business model or are you planning to make changes (adding or removing a service(s)) in 2011?
Monday, October 4, 2010
How to Avoid Burnout
I’m slowly but surely recovering from a nasty case of burnout. Challenges in my real life are the true catalyst. Unfortunately the effects have spilled over into the business side of things affecting my productivity. Although I have managed to stay pretty busy with current client projects, and even acquire a few new ones, staying focused hasn't been so easy. Operating my business in the midst of personal challenges has resulted in my dropping the ball in other areas of what I do for a living (i.e. personal writing projects). This blog and my social media networking relationships have suffered as a result of these distractions.
Whether burnout is the result of an overwhelming work schedule filled to the brim with client projects, or trying desperately to balance real life, personal challenges with non-stop business obligations, the results end up being pretty much the same: you feel like you’ve reached your limit and can’t possibly do one more thing. Burnout affects productivity which of course affects your bottom line. Prevention is most definitely the best cure in this case:
Try Setting Regular Office Hours
Before I decided to set regular office hours and established a daily work schedule, I felt like I was practically tethered to my computer 24/7 and quickly began resenting working from home. It was my own fault – since I wasn’t regulating my time, I spent a lot of it socializing on forums, and surfing the net while working here and there – it only FELT like I was working around the clock. Not very productive at all.
Everyone is different of course; but what works for me is setting aside a certain amount of time each day that’s strictly for work and setting aside specific times during the day for things like participating in social networking/commenting on blogs/forums and updates with my accountability partner. Personal errands and personal phone calls/visits occur at the end of my designated work day. I’m very easily distracted so I need these parameters in order to get the most out of my day, and these limits help keep me from feeling overwhelmed and becoming burned out.
Take at least One Day Off a Week
I highly suggest taking at least two days off away from work each week, but I know that when you first start building a business, long hours come with the territory. Still, you need to take time to do something you enjoy that’s completely unrelated to your work. Balance will keep you sane and help you avoid burn out. It’s important to have something fun to look forward to when you work hard.
Variety is the Spice of Life
It’s cliché, but true. I enjoy working on various projects – everything from web content, ebooks, resumes, professional bios, magazine articles, print marketing material, etc. The variety keeps things interesting and it’s much easier to come up with fresh ideas.
Don’t Spend Time on Clients/Projects You Don’t Enjoy
Yes, I’m advocating turning down work. Every job won’t be right for you; some clients aren’t on the up and up; as you become more experienced, you’ll find that some clients will no longer be able to afford your services. When I first started freelancing I took any and every job offer that came my way. That wasn’t always a smart move and there have been quite a few instances when the shrewdest business move would have been to politely and confidently decline the offer. When you work for yourself, you have the freedom and the right to work on what you want and work with who you want. Don’t feel guilty about it – I’d say it’s a fair trade for the work you put into becoming profitable.
Whether burnout is the result of an overwhelming work schedule filled to the brim with client projects, or trying desperately to balance real life, personal challenges with non-stop business obligations, the results end up being pretty much the same: you feel like you’ve reached your limit and can’t possibly do one more thing. Burnout affects productivity which of course affects your bottom line. Prevention is most definitely the best cure in this case:
Try Setting Regular Office Hours
Before I decided to set regular office hours and established a daily work schedule, I felt like I was practically tethered to my computer 24/7 and quickly began resenting working from home. It was my own fault – since I wasn’t regulating my time, I spent a lot of it socializing on forums, and surfing the net while working here and there – it only FELT like I was working around the clock. Not very productive at all.
Everyone is different of course; but what works for me is setting aside a certain amount of time each day that’s strictly for work and setting aside specific times during the day for things like participating in social networking/commenting on blogs/forums and updates with my accountability partner. Personal errands and personal phone calls/visits occur at the end of my designated work day. I’m very easily distracted so I need these parameters in order to get the most out of my day, and these limits help keep me from feeling overwhelmed and becoming burned out.
Take at least One Day Off a Week
I highly suggest taking at least two days off away from work each week, but I know that when you first start building a business, long hours come with the territory. Still, you need to take time to do something you enjoy that’s completely unrelated to your work. Balance will keep you sane and help you avoid burn out. It’s important to have something fun to look forward to when you work hard.
Variety is the Spice of Life
It’s cliché, but true. I enjoy working on various projects – everything from web content, ebooks, resumes, professional bios, magazine articles, print marketing material, etc. The variety keeps things interesting and it’s much easier to come up with fresh ideas.
Don’t Spend Time on Clients/Projects You Don’t Enjoy
Yes, I’m advocating turning down work. Every job won’t be right for you; some clients aren’t on the up and up; as you become more experienced, you’ll find that some clients will no longer be able to afford your services. When I first started freelancing I took any and every job offer that came my way. That wasn’t always a smart move and there have been quite a few instances when the shrewdest business move would have been to politely and confidently decline the offer. When you work for yourself, you have the freedom and the right to work on what you want and work with who you want. Don’t feel guilty about it – I’d say it’s a fair trade for the work you put into becoming profitable.
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