Some time ago, I wrote a post here about how to Foster a Happy Relationship with Your Designer. I thought it might also be helpful to address this topic from the opposite stance in How to Foster a Happy Relationship with Your Clients. Clients, after all, are the ones who keep us in business.
I've been fortunate enough so that most of the clients I started with 7 years ago are still with me today. Creating a nice client base is essential to any business as it grows, so in keeping your clients happy all sorts of wonderful things will come your way. Here are some tips that have brought me some success:
1. Return phone calls and emails: This is important for not only the clients you have, but for inquires coming in to your business. Personally, not responding to a business inquiry is one of my pet peeves. When calling a business to inquire about services, if I don't receive a response after my second attempt, I'll go elsewhere assuming that business doesn't want the work.
Returning a phone call or email only takes a few minutes and makes the client feel they are important...because they are. I always attempt to return calls and emails within 24 hours. Yes there are those clients who will call you 6 times a day, but you need only to return one call back to them at the days end. Set aside a "call back" time during your day. Often the client just wants to touch base, hear your voice, or get a quick progress report. Guy Kawasaki wrote about Ten Things to Learn this School Year, where one item was the art of writing the five sentence email. Check out Guys post, for his other 9 things to learn this school year.
2. Make every client feel like they are your only client: Don't discuss other jobs or profiles. When working with your client try to make him or her feel like they are the only client on the planet. Listen and give your absolute attention. Follow up with a email or letter summarizing the discussion or meeting.
3. Be committed to your client. Check for updates on their website or in the press. Congratulate them on the new show, work of art or recent marriage. Try and send referrals when possible. Word of mouth is the best advertising and the good karma will come back to you ten fold.
4. Don't engage in office politics or gossip: I hate it. I don't it. And you shouldn't either. Keep your slate clean and zip your lip. Don't bring your problems to the client. Be happy, upbeat and a pleasure to work with.
5. Own up to any mistakes you may make: Be honest, we all can make mistakes or slip ups. The best policy is to own up to those little errors.
6. Be polite and considerate: For the love of God, remember your manners. This is so simple and often so overlooked.
What are your thoughts on keeping clients, being a good client or working with consultants? Do you have pet peeves you'd like to share? Feel free to add to this list.
Dave Gilly Gilstein and Renee O'Gara are lovely. Talented in their own right as artists, designers and photographers, their Rhode Island gallery reflects their fine eye for art that embraces abstract work, landscape, seascape and photography. This summer will see several openings and exhibits at the gallery. Artists include David k. Anderson, Jeanne Tangney, Antonia Tyz Peeples, Burl
