Follow Me
Join my newsletter
How To Make Every Interaction With Freelance Clients Positive
Discover how the results of good communication can lead to happier clients and a more profitable business...
Your freelancing success depends on how you handle and maintain your relationships with your clients. As a freelancer, your interaction with clients must always be a positive one. Having positive and effective communication not only helps you as the freelancer offer the best client experience possible but also reduces the chances of an upset client in the end who does not return for your services again.
Keep reading down below to see how positive communication skills can impact your client and your business for the better.
Tips On How To Have Positive & Effective Client Interaction
In this first section we are going to go over different ways in which you can have a positive and effective client interaction every single time.:
- Focusing On The Client, Not On Yourself
- Expressing Positive Communication Skills
- Actively Listening To Identify Problems To Solve
- 10 Positive Affirmations To Use During Communication
- Maintaining a Positive Attitude Throughout
- Showing Genuine Interest To Help
- Saying “No” In a Positive Way When Needed
Focusing On The Client, Not On Yourself
When speaking to clients it’s important to always pay attention and stay focused on the client's needs and wants. A lot of freelancers that are just starting out make the mistake of focusing too much on themselves and why they are the best fit for the position. When you are focused too much on yourself, the client will notice and it will create a negative impression right off the bat.
Clients love to talk a lot about what they really think is important, their views on things, and you need to shift all the focus off of yourself and into understanding the client and demonstrating that you do.
All phases of the freelance sales process are crucial from that first interaction where you're sending a proposal out, to the first time you're getting on a call with a client, all the way until you're working with the client and communicating results. Stay focused on the value you're providing and what your services are doing for the client. Being able to communicate with your client that your services are going to solve their problem will create a more positive experience and drive better results.
Expressing Positive Communication Skills
When speaking with a client, it’s important to express a positive and optimistic outlook during communication. Keeping a noticeably positive 'can-do' attitude is an essential part of any successful freelance business. Be conscious of how you communicate before, during, and after every interaction with a client because all communication will be a direct reflection of their experience with you.
Clients are looking for one thing which is ‘can I find what I’m looking for to solve my problem?’ Actively listen to their needs, concerns, frustrations, and always deliver the best service possible throughout all your interactions in the most positive way possible on your freelance projects.
Maintaining a positive attitude with your client is the most important part when it comes to giving your client a positive experience. Clients who feel appreciated, valued, and recognized are known to be loyal because they have an emotional connection to you and your business through the way you make them feel. It all comes down to how you maintained your attitude during each conversation.
Actively Listening To Identify Problems To Solve
As a freelancer, it's vital to focus on actively listening to the client to identify their current problems. To become a better and more active listener is to be an active positive listener. This means when your client is talking, see if you are really hearing what they are saying or just distracted in your thoughts about what you’re going to say next. According to Google’s definition:
- ‘Active listening refers to a pattern of listening that keeps you engaged with your conversation partner positively. It is the process of listening attentively while someone else speaks, paraphrasing and reflecting what is said, and withholding judgment and advice.’
It’s natural for our minds to daydream and wander off which is why active listening should be practiced. Here are two crucial tips on how to practice being a more positive and effective listener:
The first crucial tip is to avoid multitasking while your client is speaking to you (give the client your full and undivided attention.)
The second tip to be a more positive and effective listener is to never interrupt your client (wait until they are done speaking, summarize what was said, and provide positive feedback.) This will have your client feeling heard.
10 Positive Affirmations
Here is a list of 10 positive, affirmations you can use with your clients during communication:
- “I completely understand…”
- “Yes, I can help with that…”
- “I assure you, we most certainly will…”
- “Great! I’m so glad to be of help…”
- “I’m going to take care of this for you…”
- “I understand where you’re coming from.”
- “Yes, I agree with you…”
- “I think that it’s a terrific option…”
- “I’d be happy to be of service”
- “No problem, we can figure something out that works best.”
Showing Genuine Interest To Help
In addition to being an active listener, it’s also important to show genuine interest in your client and show that you are there to help them. You can do this by showing genuine interest and concern in what they have to say when they share their business goals or challenges to you. Treat them how you would want to be treated during each interaction and remember that they are a client and not a friend. When you talk to your client on the phone, ask them how their day is going and show a genuine interest in their lives, but be sure to not go overboard in small talk. 5 Minutes or less is usually more than enough before it's a good time to transition to the 'Work Part' of the call.
This simple tip will build a more positive relationship with your clients who will remember that you made them feel good. They are much more than a client, they are human beings and when people feel cared for they will most likely turn into long-term clients because they will feel emotionally invested in you in addition to financially.
Saying 'No' In a Positive Way When Needed
Spoiler Alert: Clients do not like to hear the word “no”. Especially when they are relying on and trusting you to solve their problems. Avoid saying the word “no” at all costs. In fact, if a client feels too rejected with their requests it can turn them away from you to seek out another freelancer who can solve their problem. Instead, to avoid this negative experience for you and the client, practice an alternative way of saying no to the situation in a more positive way. Be conscious about your communication and remaining positive in each situation you may encounter by avoiding negative words such as the word “no” and replace it by coming up with a creative alternative that works for both of you.
The way that you phrase yourself will either result in a positive or negative experience for the client. Your vocabulary and the way you articulate represents how you carry yourself, your confidence in your services and in your clients as well.
For example, if a client requests a service that you don't provide, instead of just saying 'no', find a way to solve their problems anyway. You can use helpful freelance platforms such as Upwork.com to outsource any of your freelance needs for your clients or to pass along the work to another freelancer for a referral fee. Either way, going the extra step and showing the client you are there to help will stand out to them. If you are willing to go above and beyond it will lead to a more beneficial and profitable relationship.
Tips On How to Create A Positive Client Experience
In this second section we are going to go over different tips on how to create a positive client experience:
- Client Satisfaction Example 1
- Client Satisfaction Example 2
- Positive Problem Solving
- 10 Client Problem Solving Sayings
- Delivering Services
- In Conclusion
Client Satisfaction Example 1
A great example of a business that is remarkably known for displaying a positive customer experience is the guys from ATM in Las Vegas, a.k.a known as “Tanked” the show. Brett and Wayde (the two main stars in the hit TV show) handle difficult client requests over and over, really well.
They stay flexible if the request is hard and they figure out alternative ways to satisfy the clients' needs and wants. They also always agree with the client even if the client wants something seemingly impossible.
As a freelancer, you can use these as tips to create a more positive experience for every client you work with.
Client Satisfaction Example 2
A second example of a company that is also known to keep their customers extremely happy is Amazon! Amazon has been able to ingrain itself in people's daily lives and develop customer loyalty because they have made it their main focus since day one. They understand that they are a 'people company' and keeping their customers happy is the main priority fueling their operations.
As a freelancer, your focus should be the same. Once a customer trusts you and finds value in the services you provide they will likely become loyal to you long-term.
Positive Problem Solving
Clients seek freelancers services because they have a problem or a need that the freelancer can provide. To keep the client satisfied, being able to adapt and solve problems on the fly is vital to your success.
It takes practice, but once you know how to navigate and adjust to different client issues that may arise you will be in a powerful position to land and retain more high-paying clients.
10 Problem Solving Phrases
Here is a list of 10 positive phrases you can use with your clients when problem-solving:
- “I’m going to take care of this for you…”
- “I assure you…”
- “I hear you, and I understand.”
- “One moment please, I will find out for you.”
- “No problem, let me find that out for you.”
- “I will get on it right away for you.”
- “I genuinely apologize for this inconvenience.”
- “I’m here to help.”
- “Please let me know if there's anything else I can help you with.”
- “I apologize, and appreciate your feedback.”
Delivering Services
To have massive success as a freelancer, it’s encouraged to go above and beyond when it comes to client satisfaction and delivering the best services. Going that extra mile to provide excellent value when delivering your services will leave your client happy and satisfied. Also, when you maintain a positive mindset and a 'can-do' attitude, it helps build long-term client relationships.
In Conclusion:
You can always come back to these hacks when you need effective communication tips to use with a potential or existing client of yours. When you are freelancing, always remember that the goal of every interaction you have with a client is to provide outstanding service and create a positive experience so that they turn into long-term recurring clients.
- Paul Mendes
Founder of Profitable Freelancer
Ready To Take Your Freelancing Career To The Next Level?
Get Free Weekly Content In Your Inbox!