We recently had the pleasure of discussing the art of building long-lasting client relationships and getting hired with Dr Gary Crotaz, an executive and mindset coach. Having spent part of his career as an independent strategy consultant, and working alongside many freelancers from helping him to self-publish his book to EA support, Gary has lots of insight into the world of freelancing. Here's an overview of Gary's top tips to build lasting client relationships that will land you the next project.
🌟 Empathy & authenticity
For many of us, trying to "sell" ourselves can feel uncomfortable and unnatural. Instead of focusing on selling your skills, prioritise delivering exceptional results while being genuine and authentic. Concentrate on the present moment and find ways to truly help your clients succeed. Remember, the most effective way to present yourself is by using an approach that feels right to you.
Freelancing is a two-way road, and now more than ever, freelancers have choices. It's an equal partnership where both sides should match for effective collaboration. Ask questions that will help deepen your relationship and don't be afraid to admit when you don't have answers. Being authentic will strengthen your connection with clients.
📚 Be prepared
Conduct thorough research on your client and their industry before meeting with them. During the initial meeting, work together to clarify expectations and objectives for the project.
👂 Listen & observe
Learn the art of active listening, building self-awareness, and observing with your ears, eyes, and emotions. Pay attention to the dynamic between you and the client, as well as within the team you're working with.
📣 Master communication
Strong relationships are built on effective communication. Be responsive and proactive in addressing both positive and negative matters. There are two essential factors for successful communication:
- The hygiene factor: Stick to timelines, response times, and agreed-upon communication channels (be it email, Slack, WhatsApp, etc.). Agree on the format of meetings with clients and maintain professionalism throughout.
- The above-and-beyond factor: Build trust by combining your words, actions, and emotional intuition. Show personal motivation to help, stay in tune with your client's thoughts, and exceed expectations by suggesting tools, offering external perspectives, or making introductions.
🧩 When things go wrong
If issues arise, remain calm and professional. Reflect on whether the problem is on your end or the client's before taking any action so that you have a clear plan to proceed.
🌱 Nurture long-term relationships
Stay connected with clients even after projects end. You may be rehired after months or even years. Engage with them on LinkedIn, congratulate them on their achievements, and keep in touch to maintain an active and thriving connection.
💼 Tips for your first and final day on a project
On your first day, focus on listening, learning, and asking questions - get as much out of it as you can.
On the last day, ensure a smooth end to the project by separating working materials from deliverables. Ask for feedback to show your commitment to self-improvement, and offer a follow-up meeting, free of charge, to check everything is going well. This thoughtful gesture will highlight your genuine interest in their success beyond the financial aspect.
