Scope creep is great for your business—if you handle it like this

I remember receiving some bad news earlier in my career from a client that I was doing some identity work for. We’d finished the logo, moved on to the stationery, and were just about to wrap thi...

How to gracefully tell a client you’re raising your rates

“How do I gracefully tell a client I am increasing my rates? I’m upping my hourly rate by about 35%, which is approximately a $12 increase. This client is bigger than any of my other clien...

Best practices for presenting your final work to clients

The way you present your work can be the difference between getting your client’s approval and going back to the drawing board over and over again during the project, while both you and your cli...

Set expectations from the get-go with a Client Welcome Packet

Ever notice how Amazon packages routinely come earlier than expected? They’ll tell you the package will arrive on or by the 27th, and when the package shows up on the 23rd, you are pleasantly su...

The hidden, deadly cost of working with low-value clients

It’s counter-intuitive to grow by taking on fewer clients, but it’s necessary. The thing about client services you find out is that there is an allotment of energy you expend servicing eac...

5 Email scripts for following up when a client is unresponsive

Unresponsive clients can be a real headache…so what should you do when you don’t hear back from a client? This post shares my own experiences and best practices for following up with clien...