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Contractors should maintain good client relationships
01 July, 2010
Building good client relationship is vital for freelance consultants and contractors if they want to stand apart from the crowd. Consulting is basically a service business and engineers, administrators and technicians need to build relationships that have long term effects, as their business may depend on repeat contracts and referrals.
- Be courteous in all communications with your customers.
- Wherever possible set up a face-to-face meeting with a customer.
- Ask as many questions as possible as the more you understand the job the better your performance.
- Have a clear contract with your client.
- Make it easy for clients to work with you.
- Get to know the clients and their business.
- Show an interest in the client’s work.
- Stay focused on the project and keep your distance; do not get involved with other matters e.g. family affairs that are outside of the contract.
- Keep the customer in the loop; constantly send update reports and emails.
- Be flexible; don’t stick to your way being the only way. In some instances be a learner, approaching each project with fresh eyes.
- Know when to be inflexible; don’t allow your expertise to conform to budget if it means compromising the outcome.
- Admit that you don’t always have the answers. Offer to make enquiries and find out; customers prefer that to bluffing or lies. Trust is impossible to regain.
- Do not allow frustration or dissatisfaction to show; choose your wording carefully.
- Be willing to say no if the job is outside of your capabilities.
Finally understand that building client relationships is part of a contractor’s job. Working on these relationships will make you more successful with your current project, ensure your chance for future work, and make contracting more enjoyable.