9 / After The Project

Congratulations. You did it.

You managed to bring your client all the way from their initial inquiry, through the setup process, all the way to the end. To some people that might sound like a simple process, but we freelancers know how often that can be akin to dragging a car across a beach with our bare hands.

When I get back from my run each day, I'm spent. I grab my water and crash on the floor of my living room. I've earned it because I completed the task. Client work is a little bit different, however, and though it might feel like the end, there are still a few more details to take care of. Forgetting these items adds friction to the client relationship, so be sure to stay focused.

Ask For Feedback

It might be clear that the client loved your work, but asking them to write out a one or two sentence testimonial is a great way to cap off the project. One reason is because these testimonials, gathered over time, become an amazing marketing resource.

You might not use quotes from happy customers on your website or marketing materials right now, but you could certainly find yourself in that position in the future. A quick sound bite that you can file away and use later is worth its weight in gold, believe me. As you pick up bigger and more well-known clients, their names can open even bigger doors later.

The second reason that asking for testimonials from your clients is such a good idea is because it helps them to internalize and verbalize how much they like you. I mentioned this earlier in the book. If a client walks away from a project happy, but never has a chance to speak it out loud, they are a lot more likely to forget that happiness as the project fades from memory.

When we ask our clients to focus for a moment and put their happiness into a short, concise quote, it acts a lot like a memory aid. Studies have proven time and again how hand writing notes and reading them aloud can help a student prepare for a test. This small exercise in applauding your work functions in the same way. So why not use that to your advantage?

How do I store the testimonials I receive? I personally prefer to use Evernote. When an email arrives with the quote I requested from a client, I immediately forward it to my Evernote email address. It gets sorted into my Testimonials folder, and that's that.

What's this magic, you say? Yes, every Evernote user has a unique email address where they can email things, and those things get magically filed into their Evernote account. There's a great tutorial on how to make the most of it here.

An Open Door

When you've reached the end of a project, don't think of it as the end. In fact, go into every project with the assumption that you are building a lasting relationship with a client that will extend well beyond the scope of the project at hand.

Always use language, both clear and subtle, that encourages the client to reach out to you for anything in the future that you might be able to help them with. Whether it is extending the project to a new stage or for a completely new endeavor, it pays to at least ask. You can do this by simply asking to be considered in the future, or by casually asking if the client might have anything else that they need help with at this very moment.

Most of my clients are repeat clients who came to me for a small, non-repeating task. In fact, the client that represented half of my income in 2011 came to me with a short deadline on a tiny project worth only $100. These are opportunities to get in the door, though, and the same can be said about the end of the project. The door is still open, so take a chance and ask.

Ask For Referrals

This is different from asking for testimonials. Asking for a testimonial is a passive request. You are asking the client to give you something that you can save for later to use in wooing a future client. Asking for a referral is an active request because you are asking the client to help you find someone else to work with. You are taking on a partner, and sometimes this can pay off in a huge way.

That's the problem with referrals. The only one who usually stands to gain from a referral is the service provider. That's why it is important to be smart about how you handle your referring clients. They are doing some heavy lifting for you, and networking deserves a reward.

I have a client who runs a medical service that depends heavily on new patient activity. He goes to great lengths to empower his patients to refer their friends and family to his practice. He equips them with invitations, materials about upcoming events, and even referral coupons. It's amazing how many more referrals he receives by simply providing the right tools to his patients.

He also tracks each and every referral that comes into his office. He knows which patient referred others, what their names are and whether those people sign on for his services. Because he knows who is doing the referring, he's able to reward those people for their efforts. The first time they refer a friend or family member into his office, they receive a reward that is valuable, and yet not too expensive. The second time they refer someone, the reward becomes more valuable. The more referrals, the more valuable the next reward.

I'm not suggesting that you should spend thousands of dollars every year on gifts for your best clients. I am suggesting, however, that you need to reward actions that benefit your business. If a former client is sending new business your way, that person deserves to be thanked. That positive reinforcement can go a long way toward growing your business.

Checkups

I'm not a fan of bothering my clients, but every now and then it's a good idea to check and make sure things are going well for them. You can even use a prewritten snippet of text if that works for you. Whatever you do, though, be sure to insinuate no pressure or guilt. You are just checking in.

This is a good thing to do about a month after a major project. Write the client, and ask them if there have been any issues with the assets that you delivered to them. Perhaps they have encountered challenges for which you might be able to offer solutions. At the very least it is an opportunity to let your clients know that you still care about the quality of your work.