Despite the benefits that the vast majority of Freelance professionals routinely deliver to clients with whom they work, supplying expertise, creativity, problem-solving ability and can-do work ethic to ensure that mission-critical projects and other important initiatives are successfully implemented, from time to time a client may be disappointed with the outcome of his/her experience with Freelance workers. Unfortunately, some clients feel that the Freelancer hired to produce their project deliverables was somehow lacking; these clients may even feel that the Freelancer failed to deliver the desired vision of the project outcome.

While there are any number of factors that might sour the working relationship between client and Freelancer, an objective post-project analysis of what went wrong is almost guaranteed to reveal poor communication between the parties. Because clients initiate the hiring of Freelance professionals, they are responsible for managing the process from Freelancer recruitment to charting the progress and quality of project work, from acknowledging successful project completion to concluding with timely payment for Freelance services rendered. In a perfect world, clients understand their responsibility for creating a positive working environment for their Freelance talent, because they are aware that it’s a smart way to facilitate and encourage his/her best work.

In reality, however, it is not unusual that clients find themselves in uncharted waters when taking on the responsibility of recruiting, hiring and managing Freelance workers. It is therefore a useful practice for Freelance professionals to encourage best practices by diplomatically suggesting a course correction when some vital component is either omitted or is in need of an upgrade. Fortunately, an experienced Freelance professional (like yourself!) can teach clients who may have scant experience working with Freelance professionals how to make their forays into the Freelance workforce a win-win.

Stepping up to “lead from behind” when necessary and encouraging practices that facilitate a collaborative and productive work environment is yet another way to demonstrate your value to clients. Politely asking questions and/or making suggestions that can potentially contribute to successful project outcomes and also the customer experience that the client seeks—but on his/her own, may not always be able to find—is a useful practice. Here are a few tips that might enhance your experiences as a Freelance professional.

Defining the project and expected deliverables

Surprisingly, there are prospective clients who intend to hire a Freelance professional without sufficiently defining the project specifications. If the project specs your client presents appear vague or open-ended, ask for more details that unambiguously detail what is needed (and by what date). What you want to avoid is being judged as unqualified by a client who is unable to describe what s/he wants. The New York Times notes that vague job descriptions cause unqualified candidates to apply for those positions and qualified candidates to avoid them— and that applies to Freelancers as well.

Forward-thinking Freelancers speak up and request clarification of project specs, project deliverables and deadlines and key expectations if there are questions, during the interview and will furthermore confirm project deliverables and deadlines, as well as other key expectations. From your interview meeting notes, reiterate the list of most vital project responsibilities as described by the hiring manager/search committee in the interview thank-you letter that you’ll send. Demonstrate both your professionalism and commitment to the project’s success as you show the hiring manager/search committee that it is most helpful to confirm pivotal elements of the project that the Freelancer who is hired will be expected to do—and also position yourself as the ideal candidate to hire for the assignment.

Onboarding process

To maximize the potential for delivering your client’s vision of a successful project outcome, your ability to meet (or exceed) those expectations will likely be enhanced when you receive some level of onboarding. Onboarding is a “getting to know you” process, a mutual introduction that enables organizations to ensure that employees, and also Freelance workers, will understand its purpose and guiding principles. A concise overview of basic company history and culture can inform your understanding of how the project you’ve been hired to work on fits into the business mission. You can self-start onboarding with a visit to the “About us” page on the company website.

Furthermore, while interviewing to win the assignment, know that you would not be out of place to ask questions about the project—for example, how the project supports or expresses the organization vision and mission, or the history of the project if it’s an ongoing event. Showing the client that you are interested in the values and principles of the organization positions you as more than someone who is primarily interested in satisfying your own agenda, whether it’s working on a certain type of project or simply getting paid. Those are worthwhile, and necessary, motivations, but prospective clients will see you as someone who is genuinely interested in their organization when you ask questions that focus on its history and culture. Your initiative can show clients that it is in their interest to treat Freelancers with as much regard as any member of their team.

Transparency and communication

As you execute the project work, be certain to routinely engage in communication and transparency. Progress reports, possibly in the format of project milestones, are an excellent format for updates that reassure the client that your work meets expectations and is on schedule—and if there are problems or changes, there will be time to fix things.

In addition to project milestones, when you feel it will be helpful, do not hesitate to ask your client for clarification of any aspect of the project work that you’d like to confirm. Successful client relationships work best when there is a transparency that’s supported by ongoing communication. Make time to discuss the work to ensure you and your client are on the same page, discussing ideas, identifying what may be an obstacle, or deserving of some rethinking, and overall keeping the project work on track. Follow a communication style that is comfortable and reassuring for the client as it portrays you in a favorable light and enhances your value as a successful hire.

Invite client feedback

Facilitate for your clients the opportunity to give you constructive feedback, throughout the project and especially at its conclusion. Receiving feedback is important for Freelancers so you’ll understand what it takes to deliver 5-star work and customer experience. Constructive, relevant client feedback helps you learn how to please clients. You want to know what generally makes the working experience stress-free, efficient and pleasant. Happy clients encourage repeat business and referrals—and that makes Freelancers happy!

Thanks for reading,

Kim

Image: © Vlada Karpovich for Prexels