3 steps to managing your client as a freelancer

When a client comes to you, they're investing in your expertise and experience to solve a specific problem.

But what happens when they have ideas, comments, or notes on your work?

When a client tells you that something is wrong, they’re usually right.

When they tell you how to fix it, they’re usually wrong.

Because the client has expertise regarding their customer, their broad strategy, their problems, and their success metrics, more often than not they are right about identifying the problem. 

And because YOU have expertise regarding implementing your solution, recognizing opportunities they may not see, and knowing what obstacles to avoid, more often than not you're right about solving the problem.

So it’s a team effort.

Ok…but how do you get this team to work together?

The problem:

You have a client who is overzealous about their role in solving the problem they hired you to solve. You’re not sure how to proceed because it IS their money, after all.

The benefit of solving it:

Everyone is on the same page throughout each phase of the project (and if the project actually does need changes, you can bill for those revisions without complaint).

Why what you’ve tried has failed:

You haven’t effectively made them a part of the process, and you’ve shied away from educating them on the implications of making the exact, not so great changes they’re requesting.

Here’s how to solve it: 

This really comes down to 3 things: your Scope of Work document, your process, and communication. 

#1 Scope of Work (SOW) document. 

Start the project with a SOW, and refer to it when needed. 

The SOW is your reference point to maintain clarity and alignment with the initial project goals. 

It’s where you outline deliverables, price, production phases, and when the client reviews/signs off in each phase. 

You can reference it throughout the project as a record of the original project goals, success metrics, budget, etc. 

#2 Process. 

Every project (regardless of the service you provide) has a pre production, production, and post production period. 

You must design this process for your service so that any iteration occurs on the cheaper side of the project. 

Outline what happens in each, and determine what type of participation you need from your client at each stage. 

These aren’t details you keep to yourself, you must communicate them with your client.

Which leads us to #3…

#3 Communication. 

Effective communication is the cornerstone of a successful project. 

As the hired expert, it's your job to guide the conversation when clients provide their notes or suggest changes. 

Guide the discussion towards the project's initial objectives and the effects of proposed alterations. 

Refer to the SOW doc and what they initially agreed to when needed. 

If the project's direction changes, have an open conversation about the updated goals, timeline, and budget. 

Advocate for the project's success throughout, and you will actually strengthen the client relationship.

- - - -

The client doesn’t know what they don’t know, so NEVER assume that they understand the implications of a bad note or idea just because they suggested it. 

It’s your job to educate them on this stuff because implementation is your area of expertise, remember?

With a solid SOW, refined process, and proactive communication skills, you'll sync client expectations with your creative genius, creating a collaborative and rewarding experience for you and your clients.

Best, 
Jamie

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