4 things I've done differently to improve client communications in my business

Many freelancers/small business owners/entrepreneurs go into business thinking that doing the actual work will be the most challenging part of their job. But in many cases, it’s actually client communications and management that can be the scariest or hardest part of their day. Who’d have thought that?!

Client communication can have its ups and downs, there’s no denying it. Anytime you’re dealing with people and their businesses, there’s an emotional component that can’t be ignored. But now that I’ve been in business for several years, I finally feel like I’m getting a handle on things.

Since I started my business, I’ve made countless changes to my process and learned a LOT about the best way to work with clients. Sometimes that means retraining my brain on the type of language to use, other times it means implementing new organization strategies. I can anticipate what various pushback points might be and I’m able to get ahead of the situation and keep everyone happy.

I’m not saying that I’m perfect or that I’m an expert in client communications, but I’ve definitely learned a lot and want to share those lessons with you today!

BusinessCharlotte O'HaraSeptember 13, 2018business, my business, client management, client communications, client questionnaire, ideal client, referralComment

How to turn down freelance clients in a way that won’t break your business

Believe it or not, there will come a day for every freelancer, solopreneur or business owner where they receive more inquiries than they can take on. As much as you’d love to accept every project that comes your way (hello, bottom line?!), you will eventually find yourself having to turn down potential freelance work.

This can a blessing in disguise but it’s still a hard skill to master - especially if you’re still in the scrappy, roller coaster, early stages of your business.

Now that I’ve established my web design business, I am thrilled to find myself in this position. It took some time to get here and I had to figure out turn down work and projects in a “smart” way, but now that I’m here I want to share how I say no in a way that doesn’t come back to bite my business in the butt.

Saying No isn't easy and rejection ain’t fun for anyone but there’s definitely a ‘right’ way to go about it.

Let’s dive right in!

6 ways to totally WOW your clients

Everybody out there working in a services-based business, raise your hands and say "yeah"!

If you run a services-based business, you’ll know that your clients are everything. They are the ones who pay you for your services, book up space in your calendar, and pay you enough to maintain that cheeky Sephora habit. Thanks for that, sweet clients!

One thing that often gets overlooked, however, is client experience. It’s one thing to render a service and do a job well done. That’s the baseline, the bare minimum you should be striving for.

What will really set you apart, however, is when you can deliver a client experience that totally knocks their socks off! Not only will this improve your reputation with clients and in the industry at large, it often leads to effortless referrals and repeat business. And guess what? It doesn't have to be hard to do!

I’m sharing 6 ways you can totally wow your clients no matter what type of service you deliver - even if you’ve never met them in person.

Let’s take a look!

BusinessCharlotte O'HaraMay 29, 2018business, my business, client managementComment

How and why I include a Client Questionnaire in my Web Design & Development process

Let’s rewind to the early days of my business when I was starting out as a web designer/developer. I was honing my technical skills and getting better every day but one area that I knew I could improve on was organization. I realized that if I was going to take my business seriously and actually make a “go” at it, I would need to set up (and stick to) processes, systems, templates and project plans.

As part of my early journey to get my business organized, I created the first version of what is now my Client Questionnaire. It has been refined and tweaked over time but the core has stayed the same.

Client Questionnaires are something that I include in EVERY web design/development project and it’s a step that I wouldn't dare leave out. It helps me to do my best work for the client because both parties are ready to plan and prepared to execute the best website - right from the start. The Client Questionnaire is a way to gather a huge amount of information ahead of time and make sure that the client is clear, focused and intentional on the process as we move forward with the website. I use the document to guide our discussion, ask the necessary questions, and flush out the main points to consider when we begin the actual website build.

Let's take a look

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