Think of the last time you worked with someone -- a VA, a designer, or a copywriter. What was the experience like? Did you feel like a priority? Did you feel like you annoyed the person? The process of working with someone influences how they perceive your brand. From the moment they enter your website, to the end of a project, you're leaving an impression on them.
It's easy to get overwhelmed (and overworked) with client projects. As business owners, we're juggling clients, projects, blogging, networking and invoicing. In these busy seasons, it's easy to take shortcuts -- or to just produce work that is good enough.
Good enough is not enough.
The easiest clients are returning clients, and referrals. You've already won previous clients over, and people love to work with those who come recommended from friends. In order to keep clients happy, and get more referrals, you need to do a few things.
Have an onboarding process
Booking you should not be difficult. Save you and your client both a bunch of emails by having an in-depth client form. What information do you need to determine if you're a good fit for the client? What tools can you use to streamline the entire process? This is also the best time to set clear expectations for both parties, so the client will know what to expect.
Go the extra mile: What resources or information can you send new clients to help them start the process? For example, a checklist or starter guide.
Pay (extra) attention to details
The work you provide in itself can help you impress your clients. You're already awesome at what you do, that's why they hired you. But, can you include something extra in what you do? If you know that once you do ________ for your client, they'll need to ________ -- prepare them for it, or better yet, do it for them (if it's within reason).
Go the extra mile: What's something small that you can add to client projects? Don't list it as part of the package -- they'll see it as value added!
Leave them well-equipped
How can you help prepare your clients for the future? If you're a launch strategist, you could give a checklist of what to do for re-launches, or during slow periods. If you're a copywriter, you could give them a guide that outlines the anatomy of a good blog post, about page, etc.
Go the extra mile: Create a document that you can have ready to send to all clients once you finish their project. They're only expecting help with this project, not future projects!
The quality of your work, and how you make clients feel, will have a big influence on the impression you leave with them. If everyone in your industry is doing x-y-z doesn't mean you have to follow the same route. Instead of following standards, raise the bar to wow your clients!