Tips for Communicating Clearly with Clients in Freelancing

Process is a huge differentiator. And more importantly, it can make the difference between a stellar client relationship and one that barely makes "meh" waves. You may not know that I cut my teeth in the creative business world as a traffic manager-slash-account manager-slash-other duties as assigned. That meant understanding the intersection of process and client communications to set and manage expectations and create an exceptional customer experience. When you communicate what's already happened, what's happening now, and what's coming next, clients don't spend time guessing...and you're not chasing your tail to manage seemingly wayward questions or challenges. It's why I build process-driven communciations into sales, onboarding, and offboarding **as well as** actual delivery. Here are some musts for every client-focused business **before you ever begin work**: ✅ Define the steps of your process before sending a proposal or naming a fee ✅ Break phases into the simplest possible terms ✅ Save the minutia for onboarding, but make sure proposals outline major project phases ✅ During onboarding, set expectations for project flow, timeline, communications, and client responsibility ✅ Create a clear-cut path for client updates and make sure they understand how to use it ✅ Reiterate process, current stage, and next steps in every communication ✅ Complex project management systems aren't necessary: simple Gdocs or templated email checklists also work On the other hand, here are some words of caution: 🚫 Never assume clients remember your process or timeline. They have a lot going on, so by reiterating current and next steps, you make it easy for them. 🚫 Never assume clients know what you're thinking. Be clear and make sure they understand. Better to over-communicate than under. 🚫 Never "let" them go dark mid-project. Things come up and it may slip their mind. Follow up regularly (and in those follow-ups share with them when you'll follow up again). 🚫 Never guess at what they want or understand. Practice good communication skills even in writing "What I'm hearing you say is...XYZ -- is that right?" 🚫 Never assume they read or remember your last email. Make sure the information they need is easy to access. 🚫 Never let them go off into the sunset without a debrief or check in. I'm thinking of offering a workshop for creative pros and entrepreneurs on client management. If you're interested in that, drop me a DM, and I'll make sure you get it! ***** I'm Erin Pennings, owner of CopySnacks. As a brand messaging strategist and copywriter, I draw on 20 years of marketing experience to help startups and scale-ups turn their brands into customer magnets with a blend of strategic insights and tactical delivery. For more tips like this, go to erinpennings .com/newsletter (remove the space)

I solved one of the biggest problems in my business by treating it like I was writing copy. Let me explain… Early on in my business, I would assign tasks to my employees and be completely shocked at the outcome. Two things were happening: 1) Either what I said wasn’t clear 2) Or I had made assumptions about what they knew/understood The outcome was always the same: frustration on everyone’s part. I realized that the problem wasn’t my employees, it was me. Communication is key, whether it’s with clients or employees. So if I wanted something done right, I had to be crystal clear and leave 0 room for questions. It’s just like writing copy… Everyone is busy. No one wants to spend time to decipher what you’re trying to say. When you leave room for assumption, you make room for error. Because what’s apparent to you may not be apparent to others. So I changed the way I communicated. I took extreme ownership I assumed that the problem was with how I was communicating. That meant I had to figure out a way to be more clear when I gave instructions. I had to lead by example. How did I do that? 1) I took every chance I could to over-explain. Simply adding a few extra details (examples, explanations, etc.) takes you only a few seconds but will save the other person a ton of time 2) I clearly organized every piece of communication Just like writing copy - don’t do walls of text, spacing, bolds, etc. Every little detail matters. 3) Examples + Demonstrations when possible I took the time to add the extra elements that could help the person on the receiving end visualize what I was trying to communicate. That meant spending time taking screenshots and creating loom walkthroughs The end result? Everything became smoother. • Clients relations • Employee relations • No surprises with projects • No talking past each other If you don’t write clear and concise copy, you can’t expect your viewers to convert. So don’t expect projects to get completed without the same level of clarity The next time you’re communicating with an employee or a client, treat them like a person reading your copy. Did they understand what you’re trying to say? Do they know what the goal is? Are they going to feel motivated at the end or leave scratching their head? Only you have the power to decide the outcome.

Sometimes digital miscommunication looks like project delays or momentary confusion...sometimes it looks like a lawsuit and an $82,000 grain contract dispute. By now you may have heard about the controversy where a Canadian farmer responded to a contract for delivering flax with a simple "👍" instead of a digital signature. He argued he was only verifying that he received the contract, not that he was actually agreeing to all terms and conditions. The judged ruled otherwise, stating "I am satisfied on the balance of probabilities that Chris okayed or approved the contract just like he had done before except this time he used a 👍 emoji. In my opinion, when considering all of the circumstances that meant approval of the flax contract..." Agree or disagree, there's a valuable lesson to be learned here: digital literacy and SPECIFIC communication skills are hugely important in our food and ag industries...and often sorely lacking. This isn't to blame anyone. Let's face it, as human beings, communicating doesn't come naturally, especially in the legalistic and business realms. One of the biggest issues I come across in my line of work is the lack of specificity. (And this can happen over the phone just as easily as it does via text/email.) It's easy to assume that everyone around you is on the same page - especially if they don't bother with follow up questions or request clarification. At a glance, here are some recommendations: ✅ When relaying a message, ask yourself if you are clearly communicating the WHO, WHAT, WHERE, WHEN, WHY and, if necessary, HOW. ✅ Ensure your team and colleagues have access to the right tools for digital literacy. This includes e-verification software, project management platforms and access to necessary documents. ✅ If something is unclear to you, don't be afraid to request more information. You can always follow up with a phone call or set aside time for a dedicated meeting if need be. ✅ Likewise, if you are unsure of someone's response or feedback, be sure to request that they verify. Paper trails come in handy here. While it may feel tiresome or unnecessary sometimes, I urge you to always specify your request or feedback be it communications with your team or a very first correspondence. Trust me, it will only take a couple of minutes but will replace days, weeks or hefty fines that could potentially crop up down the road.

The biggest mistake I've made with clients is not establishing proper communication channels. → Lack of communication results in lack of clarity. → Lack of clarity results in lack of speed. It’s akin to driving a car in the fog vs driving in clear daylight. In the fog you drive slow due to decreased vision. You’re less confident moving forward. Once the fog clears you speed up as visibility increases and with it your confidence. Removing project blockers is like escaping the fog. Project fog happens because of a lack of communication. — The most successful designer/client projects I’ve done had the strongest communication. I performed the best when: ✅ I joined their team slack ✅ I joined their team project management tool ✅ I joined their weekly planning The projects where I struggled the most: ❌ All communication happened via email ❌ No shared project management view ❌ There was no schedule for planning next steps As I’ve started to own this role as a freelancer since my layoff, I’ve had to learn a few things. I’ve made some mistakes and disappointed a few people. I feel badly about that. It’s been a challenging career adjustment. But I also now feel more confident moving forward. I am better equipped to handle the adjustment with my elevated awareness of the pitfalls. I hope sharing these tips helps other designers exploring the world of client work.

Too many people view client relationships as transactional. You sign a contract. Send the invoice. Close the client. But I’ve realized that the best client relationships are built on genuine personal connections. This means: - Knowing who you're working with - Understanding their days - Empathizing with them Business and life are not mutually exclusive. Asking about a client's family, hobbies, and goals shows that you care for more than just their business. The problem is that most agencies don’t understand that clients can hire anyone to do their work. They chose you. And often, not just to solve a problem. Clients want to work with great people- not just great companies. There are 5 ways that I infuse this ideology into my interactions with our clients: 1. Be yourself. You don’t need to act a certain way just because “that's expected.” Show up with the attributes that make you, you. 2. Address issues head-on with empathy and transparency. When in doubt, I’ve found being overly transparent works better than being guarded. Vulnerability engenders trust. 3. Practice active listening in meetings. Give your full attention, ask thoughtful questions, and mirror back what you hear. Make your clients feel heard and understood. 4. Spend 5 mins at the start of the meeting just chatting. It’s easy and goes a long way. 5. Share relevant articles and books, make introductions—whatever you can do to add value and show you actually care. And when they talk, really listen. Don’t just wait for your turn to speak, Hear what they’re saying. And the irony is that getting personal is how you get profitable with clients. They’ll be more likely to refer business You’ll get grace during the tough moments And they’ll be more likely to stay on longer When building relationships, aim for a trusted advisor, not an order taker.

Churn will destroy your business And losing a client hurts much more than the joy of onboarding someone new I have clients who have been with me since my freelancing days Here are 3 unconventional tips I use to retain clients for years (not months): 1. Honest communication I try to understand client needs deeply Not just what they say they want but what they truly need to succeed as a business I know my clients want all of the nitty gritty details of audits and research. I provide them the raw data, but make sure they understand that the end result is what they're after. 2. Regular check-ins I do two types of check-ins: Business check-ins to cover campaign details, wins and losses. Personal check-ins to understand and support stakeholders as a person. The root of marketing is genuine human interaction. 3. Listen more than I speak I've worked with agencies that like to drown out fires with rapid-fire speak. And I've always distrusted them in the long run. By listening to the problems clients are having, I can pinpoint areas of concern and provide real solutions. The result? - Clients who feel heard, supported, and valued - A partnership that grows stronger with every interaction - Long-term relationships that are about more than just transactions I stopped chasing new clients and now, I'm doubling down on building stronger relationships with the ones I already have. Your clients are the best asset you have in your business. How do you keep your clients coming back for more?

When I first started my business, I was thrilled to land my first few clients. 🎉 I poured my heart into my work, eager to impress. But soon, I encountered a problem I hadn't anticipated: micromanaging clients. 😅 At first, I thought I just needed to work harder or be more available. But the constant check-ins and demands for updates started to wear me down. I realized something had to change. I decided to dig deeper and get to the cause of their need to micromanage. Why did they feel the need to do it? Could I communicate better? Was there miscommunication happening? Did they have certain expectations that I wasn’t aware of? By addressing these questions, I found that many issues stemmed from unclear communication. I started providing detailed performance reports. This helped my clients feel more in the loop and less anxious about the work being done. Next, I had to check my boundaries. What was and wasn’t okay for me? I realized that without strong boundaries, my business would suffer. I started setting clear guidelines for communication, such as specific times when I was available for calls and how quickly I would respond to emails. This wasn’t easy at first. I worried that clients might not like the new boundaries. But to my surprise, many appreciated the clarity and respected my time more. They began to trust me to deliver without needing constant oversight. From my experience, I learned a few key pieces of advice for dealing with micromanaging clients: 1. Communicate Clearly: Make sure your clients understand your process and timeline. Regular updates can help them feel more secure. 2. Set Boundaries: Decide what is and isn’t acceptable for you. Communicate these boundaries clearly and stick to them. 🚧 3. Address Miscommunications: If there’s a misunderstanding, tackle it head-on. Clarify any points of confusion and ensure everyone is on the same page. 4. Understand Their Perspective: Sometimes clients micromanage because they’ve had bad experiences in the past. Show them that you’re reliable and capable. Remember, you can't build a strong business without strong boundaries. #FemaleFounders #WomenInBusiness #WomenInMarketing #ClientManagement #BusinessBoundaries #CommunicationSkills #EntrepreneurTips

Fractional CFOs and FP&A advisors constantly hustle and chase new business. That can work. But the best form of marketing is so much easier. Be the consummate professional — the epitome of the type of person people want to do business with. 𝑯𝒐𝒘 𝒅𝒐 𝒚𝒐𝒖 𝒅𝒐 𝒕𝒉𝒊𝒔? 𝐀. 𝐏𝐫𝐨𝐯𝐢𝐝𝐞 𝐞𝐱𝐜𝐞𝐩𝐭𝐢𝐨𝐧𝐚𝐥 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 - Understand your clients' needs and goals, meet expectations, and communicate with them regularly. - Offer personalized service, not just off-the-shelf solutions. Demonstrate that what you’re delivering is unique to them and differentiated in the marketplace. - Be responsive and accessible, treating clients with the respect they deserve. No, that doesn’t mean bending over backwards and being available 24/7. Example: I provide clients with recurring analytics and meeting summaries. They don't ask for them but they still get the reports because they help. 𝐁. 𝐂𝐨𝐧𝐭𝐢𝐧𝐮𝐨𝐮𝐬𝐥𝐲 𝐞𝐝𝐮𝐜𝐚𝐭𝐞 𝐚𝐧𝐝 𝐬𝐡𝐚𝐫𝐞 𝐜𝐮𝐫𝐫𝐞𝐧𝐭 𝐝𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭𝐬 - Share industry trends, what you're seeing and hearing with other clients, and why it matters. - Offer educational resources, articles, white papers, webinar recordings, books and insights you found valuable. They’ll likely find them valuable too. - Tell clients when you're thinking about them. Be in touch because it’s thoughtful, not just when you’re working together or you need something. Example: When I come across industry reports or news articles, I think about who might benefit. If given a free resource, I share it. If I read a great book, I let others know. Give, give, give. 𝐂. 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐞 𝐜𝐥𝐞𝐚𝐫𝐥𝐲, 𝐛𝐞 𝐭𝐫𝐚𝐧𝐬𝐩𝐚𝐫𝐞𝐧𝐭, 𝐚𝐧𝐝 𝐦𝐞𝐞𝐭 𝐞𝐱𝐩𝐞𝐜𝐭𝐚𝐭𝐢𝐨𝐧𝐬 - No one likes bad news. But even fewer people like to be surprised by bad news. Be honest, open, and proactive even if it's not what people want to hear. - Act in clients’ best interests. Ideally they should align with your own. If they don’t, you may be working with the wrong clients. - Be candid about results. There’s little that’s more disappointing than high expectations that can’t be met. Example: A young woman reached out to me and asked whether my advanced business modeling intensive was the best program for furthering herself in FP&A. Given her career aspirations, I told her not to join. If you focus on communication, being a giver, and delivering exceptional service, you're more likely to be seen as reliable and referable. You’ll still need to hustle. But clients and colleagues will help grow your company for you. --------------- We talk about this and more in the live Fractional CFO Power Skills Mastermind. The next cohort begins tomorrow. --------------- #seidmanfinancial

As a Founder and Consultant, I hop on a lot of client calls every week. And this is how I approach each one: One thing we all need to understand as consultants is that the level of understanding between two parties is not always the same. I did this mistake during my early years as a consultant, but not anymore. Be it an introductory call with new prospect or a daily scrum call with existing client, I let them talk. How does this help? You get to know what they know. And this is super important. You can’t convince a prospect unless you understand their pain, problem, and understanding. You can’t work with a client unless they freely communicate what’s working and what’s not working for them. You need to let people communicate without them fearing the pressure of judgement. So, if you’re a professional hopping on calls all the time, use the formula of listening 60% and speaking 40%. #consultants #salesforce

I'm always looking to improve my client interactions and provide exceptional service. My personal experience has shown me that asking the right questions can make a huge difference in understanding my clients' needs and delivering the best solutions. Here are 7 key questions that can help foster better client communication: 1️⃣ How did you find me? This can offer valuable insights into your marketing strategies and help you focus on the most effective channels. 2️⃣ What are your specific use cases? Understanding how clients intend to use your products or services enables you to tailor your offerings to their unique needs. 3️⃣ What's your budget? Discussing budget early on ensures that both parties are aligned and allows you to propose suitable solutions that fit within their financial constraints. 4️⃣ What's your desired timeline? This helps you manage expectations, prioritize tasks, and deliver results within their expected deadlines. 5️⃣ Are there any metrics we should focus on? Knowing this helps you measure and track progress, provide data-driven insights and quantify the potential return on investment (ROI). 6️⃣ How can we quantify potential ROI or potential losses from delaying action? By evaluating the potential gains or losses resulting from not addressing the problem immediately, you can effectively communicate the urgency of your solution. 7️⃣ When should I follow up with you next? Establishing clear follow-up intervals ensures that you maintain consistent communication and address any further queries or concerns promptly. By actively listening to your clients' responses and adapting your approach accordingly, you'll be able to provide customized solutions that meet their needs effectively. Follow me for more sales & marketing tips. #clientcommunication #businesssuccess #buildingrelationships