Rapport. It’s the key to positive communications and interactions with your clients. Who doesn’t agree that it’s easier to work with someone you get along with, you can connect personally and professionally with, and you enjoy talking to or being around?

Having a positive rapport with your clients can make the difference in your relationship. It can mean continuing or ending a contract. It can mean an increase in rate or workflow, or decrease in assignments. For you, it can mean enjoying working for a client, or dreading having to log hours with them.

When you are freelancing, client relationships are critical for your reputation and career. However, it can be difficult to establish rapport and a positive relationship when you’re primarily working through email, text or even over the phone. Through my interactions with clients, I’ve gathered some tips to help me along the way.

• Be personable. After all, you both are people. While remaining professional, take time to get to know them. Find common ground. Is this their full time job or a side gig? What do they like to do in their spare time? Do they have a family? What is their passion or hobby? Share with them why you’re passionate about what you do, and try to connect on any common interests or information. Talk to them like they are a person, because even though they are giving you a paycheck, they are ultimately the client.

  Being personable and building a relationship beyond simply sending assignments back and forth can help establish a solid, trusting and long-term relationship.

• Be honest. If you’re going to miss a deadline, tell them. If you aren’t sure what exactly the assignment is, or what their expectations are, ask questions to clarify. If you have too much on your plate and have to pass on an assignment, or terminate your relationship with them, do so.
  Don’t let the client suffer if you have too much on your plate, or don’t waste their time with a project they aren’t happy with because you didn’t understand expectations. Honestly is always the best policy, and nine times out of 10 they will appreciate it, and you can likely continue your relationship in the future.

• Be respectful. Your client is trusting you with a part of their business. Whether you’re creating content, emails, social media, videos, graphic design elements, or something else, you hold a piece of business – and likely even profit – in your hands. Be respectful of their time and dollars, and their trust in you. Make sure you provide what they are expecting, meet deadlines, and deliver nothing but you’re best. Communicate openly and honestly, and speak respectfully. You are each other’s clients – they have chosen to hire you, but they are a client of your business. Make sure the relationship is mutually beneficial.
• Record all conversations. This is to protect both of you. By recording all phone or in-person conversations, and keeping all written record via email, text or messenger, you can help ensure each party understands exactly what you are providing. This should include record of any and all assignments, deadlines, expectations and budget.

  It’s also helpful to save any information they send you, such as brand guidelines. Having these to reference throughout your relationships will ensure you continue to meet expectations.

• Start the relationship with a kick off call. While face-to-face is ideal, in many freelance cases it’s not possible. Even if most (or all) of your business will be conducted digitally, it’s important to talk to your client via a kick off phone call. This give you an opportunity to interact with your client, introduce yourself, and show some of your personality.

  Use this time to learn about the client, understand how they work and their personality, and outline specifically what they are looking for and how you will be working together. Talk about what you will charge for deliverables. Talk about what specific deliverables are, and timeline expectations. Make sure to also clarify when and how you will communicate throughout the relationship.

• Provide as many ways to communicate as you feel comfortable. Open lines of communication make client relationships easier. The easier you make it to contact and communicate with you, the better for both of you.

  Personally, I work via Upwork messenger, email (designated to clients), and I give my cell phone number to clients who I feel comfortable doing so, though I prefer to communicate via text if they are going to reach out that way. You may want to consider getting a business cell phone and number to text and call with clients on a non-personal number.

• Be competent and provide exceptional work. Unfortunately, most freelancers are expendable. There is always another freelancer or consultant who will charge less money or have more “experience.” Spend time thinking about what sets you apart from those people. What makes you different? Why should clients hire you, especially when they can hire someone else to do the same thing at a cheaper price?
  Once you get the contract, providing exceptional work will prove they made the right decision in hiring you, and they will hopefully continue providing you with work. Once you’ve worked for them for a time and have impressed them with your skills, ask them for a referral or review on your website or social media. Perhaps they can write a testimonial for you to post on your website. Prove your worth, and continue proving it!

  Thant being said…
  
  Go above and beyond expectations. The best way to build trust with your client and keep them coming back for more is to go above and beyond their expectations. If they want a project in 7 days, finish it in 5. If they want a blog article, ask if they’d like a preliminary out line to ensure you’re on the right track. If they want one month planned of social media posts, do so as quickly as possible (while still providing exceptional work!).

What tips do you have for building rapport with clients? How do you establish the relationships, get hired, and maintain the contract? How do you make yourself stand out and keep them coming back for more? Let me know in the comments!