This Is The Secret To Happy Freelance Customers

What Is The Secret To A Happy Customer?

Make them feel like they’re being looked after. And how do you do that? Well, have a plan of course.

Do You Have A Plan For Your Next Customer?

I find that freelance programming jobs go much smoother if you treat each customer like they are going through a process.

You’ll feel much more organised, but more importantly, your customer will feel like they’re dealing with someone who is on top of things.

Being able to respond to scenarios with a kind of definiteness is very good for reinforcing to your customer that they have made a good choice in working with you.

Basic Customer Dealings Workflow For Freelance Programmers

The following is a basic workflow of stages that a customer will go through during the life cycle of working with you.

This is the very model that I have used for multiple freelance jobs in the past.

1. Customer approaches you about a possible project.

2. Ask for more information including any information required to perform a quotation. Give a definite time that you will have a quotation to them by.

3. Perform a quote being realistic about your time required then times it by 1.5 or if you are inexperienced at quoting jobs times it by 2. Underestimation is the bane of your existence as a freelance programmer (hell, even just coding in general).

Give an estimation in terms of dates of when you can start and finish by if things goto plan.

Be very sure to define the scope of the project and make it clear that additions to the scope are not covered by the quote and will add time and resources. Scope creep is something that happens frequently, especially if you deliver the project in stages.

In your quote you should lay out the payment terms. Decide if you want to deliver the project in stages if it’s large enough and insist on payment on delivery of the stages.

Ownership of the project and code should be retained to you until payment is made in full.

Reserver the right to use their project in marketing materials to promote to other potential clients.

4. Customer accepts quote with a signature and an agreed work start date is settled upon.

5. Conduct the work and deliver as promised.

If you cannot, be open and honest about any problems you’re having. Most customers are happy about delays if you can explain the problem and how you are going to solve it. The clauses of payment on delivery work in the clients favour here.

6. Ask the client if they were happy with the service you provided. Provide your rates for consulting on further work and ask them politely to refer you to their friends and colleagues.

What Workflow Are You Using?

Do you have a workflow that you follow? How it is different from mine above? Perhaps I’ve missed a step that you consider vitally important? Let us know in the comments.

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