1. Always be honest. When a client can trust you, you will have their business for a long time. When they ask you a question, answer it directly and honestly. Do not mislead them or or do anything to break their trust.
2. Be upfront. Let them know your fees and what you expect from them. If they need to provide you information regarding products, let them know, and generate a list of things for them to hand you, and let them know that in order for the project to run smoothly, those items will need to be provided. I always let my clients know when I expect payment, and my hourly rate. Never give them round figures.
Question: what if they want a rough estimate of what it will cost on the spot?
Answer: I get this all them time. My answer for for this question is simply:
“I understand cost is your concern, but in order for me to give you a proper judgement of the work that needs to be done, and the amount of time that will be involved with the project, I will need to review everything that we have gone over today to make sure that I do not misquote you. I lay out everything up front in writing before I start working, so that you will know exactly what it will take to complete this project from start to finish.”
This always puts a smile on my clients’ faces. When I say this, they immediately know that they can trust me, and that there aren’t going to be any unexpected fees or costs added to their bill. his leads me to #3…..
3. When it comes to their initial estimate, I always, always, always add a few extra billing hours to their bill other than what I come up with for the work that I am supposed to do for them. This covers travel expenses, consultation, and factors in a couple of extra hours in case I run into a problem, or I slightly under estimate their initial quote. (This doesn’t happen much anymore since I am more experienced.) However, this really makes you look good when you bill them for an hour or two less than your original estimate. if you are like me and finish every project prior to the deadline, then you look really good, because you finished early and under budget. This , combined with the trust that you have built, almost guarantees a repeat customer.
4. In the estimate, in writing, it is also good to include a section where you let them know that that price is guaranteed, as long as they pay on time, and as long as they make no additions or changes to the project. Making major changes to the project will cost time and extra money.
5. Leave a calling card, send Christmas cards, send email reminders, send a mailer every now and then, etc. These are great when used sparingly. It’s not a good idea to send them all of the above every week, because they would get irritated, but one of those every quarter is a good reminder that you are there for their design needs. Sometimes people are busy, and forget or misplace your information. They need something done and voila! Your email pops up with your information. they remembered how great you were and you get a phone call for the next job.
These are basic rules to follow, and some of you may even be saying “Geez, I already do all of these things and more”, but there are actually some people out there that do none of these. These are all simple things that can make a huge impact in your repeat business. If you are not doing these, then you should be.