A,B,C’S OF GOOD CUSTOMER SERVICE

Attitude – When it comes to good customer service, your attitude is everything. If you enter into a task with positivity it will show in your work. When you give a job your all, your clients notice. They don't mind paying a good rate for good work and they'll also be happy to refer you to others. If you're lackluster in your approach, you go through the motions or just don't do a very good job, that will be noticed as well. When you freelance, you get what you give. A good attitude makes all the difference.

 

Best - Even on your worst day, always give your best. It's not your client's fault you were up all night. It's not your client's fault you took a job you consider boring. Your client hired you because he felt you were the best for the job, if you can't give him your all, you shouldn't have taken the job in the first place.

 

Communication – The most important rule of any relationship, whether it's business or personal, is communication. Don't be afraid to ask lots of questions. Find out as much about your client as possible and then learn as much about the task as possible. Meet face to face if necessary. Keep him apprised of your progress as the project moves along and follow up after the project is completed and turned in. Don't just keep it to email, if your client needs reassurance, let him hear your voice. If you don't have good communication, your business won't succeed.

 

Deadlines – Deadlines aren't suggested days to turn in your work. They are the day your client expects you to complete your task. Discuss and negotiate deadlines and then turn in your work on or ahead of schedule. When you don't respect your deadline, you don't respect your client. When you don't respect your client, you won't last long.

 

Effort- It's not just about freelance writing, it's about customer service too. It takes effort to ensure a client's happiness. It takes effort to communicate, ensure you're meeting the client's needs, and give nothing but the best. If you can't put 100% effort into a gig, there's no sense in accepting it in the first place.

 

Feedback - We may not always like the truth but our businesses won't grow without feedback. We need to learn about the things we do right – and the things we do wrong. The we need to fix everything that needs fixing. Listening to our customers is the best way to grow.

 

Grace – Customers aren't always easy to get along with. Let's face it, some are downright difficult. Unless they're abusive, it's best not to let them see anger or frustration. If they ask for some changes, handle it in a gracious manner. If they ask a lot of questions, answer to the best of your ability with a smile on your face. Even if they demand a lot of your time, treat them well. You can always adjust your payment terms as you go along if a lot of extras are added on. You can't get back words spoken in anger or emails fired off at a heated moment.

 

Humor - There are times a freelancer has to be serious and times when it's a appropriate to bring the funny. Looking at difficult situations with humor, or making a client laugh once in a while add positivity to the project. Darnit, don't be so serious all the time!

 

Ideas – If you feel a client may need a little guidance, feel free to share ideas. Many freelancers won't offer suggestions to a client who might be going about something the wrong way. Don't be afraid to share ideas – it's why a client chose to hire a professional in the first place.

 

Justice - Be fair. Be fair in your treatment of the client. Be fair when setting your prices, be fair with your time and be fair with what you put into the gig. Justify your rates and reputation with a finished product that will knock 'em dead.

 

Knowledge - Taking the time to know as much as possible about your client, his business and the project will make all the difference. It shows you care and will ensure repeat work and plenty of referrals.

 

Loyalty - Loyalty is a two way street, we want loyalty in our clients, but they deserve the same in return. Publicly bad mouthing present and past clients is just showing future clients your true colors. No matter how much you hate a gig, don't burn bridges. Keep your client's confidential information confidential and show him, and future clients, you know what it is to be loyal.

 

Manners – Please and thank you go a long way – and people notice.

 

Negotiation - Negotiating a job, the terms, and the pay take skill. Freelancers need to be able to negotiate without driving a client away. Learn as much about your client and his budget before negotiations so you can work out a mutually beneficial agreement.

 

Over Deliver – Don't just turn in the work. Turn in your best work. Always. Don't just meet expectations, exceed expectations. Happy clients pay higher rates and give good word of mouth referrals.

 

Personal Service – Every single client is different and should be treated in a unique manner. Take the time to learn your clients needs. Be there via phone, email, skype or in person to soothe and reassure. Treat your client like he's your only client, not just another piece of dough waiting for the cookie cutter.

 

Quality - As a freelancer, I'm only as good as my name. I don't want to put my name on something that isn't of the best quality. My clients don't want to pay for crap either. Make sure they get quality every time and you'll always be a success.

 

Responsibility- Freelance writers have a responsibility to see to their customer's satisfaction. This responsibility includes many of the above mentioned points. If you're not serious about deadlines, communication or your clients' happiness, you're not cut out for this kind of work. You have to be able to focus on your projects and make sure they're done right. See a job through to completion and don't take it with an "Oh well, I can always quit if I don't like it" mentality.

 

Satisfaction - If every job doesn't end up with a satisfied customer, you're doing something wrong. If a client is unhappy, find out what can be done to rectify the situation. This may mean edits and rewrites at no extra charge. Gauge the situation and do the right thing.

 

Trust – Our clients trust us with their business. They could have gone with someone else, but instead, their instincts told them we were the best people for their jobs. The best way to betray that trust is to not deliver as expected.

 

Value - Our clients are paying us for value. What can we do to sure they get value from our partnership? How will our writing add value to their business? How will our customer service add value to their customer service? What do we do that adds value to our own business and sets us apart from all the other freelance writers out there?

 

Word - You're only as good as your word. Don't disappoint.

 

Yes – Don't say yes if you really mean no. If you do say yes, make good on your word.`

 

There are a few letters missing – can you fill in the blanks?

 

Thank you and best regards,