What Every Freelancer Needs to Know About Client Communication

As a freelancer, I love having the freedom to work from anywhere, doing what I love with no one telling me what to do. 

Except that the last part of that sentence isn’t strictly true. 

My clients are the backbone of my business. Their satisfaction with my service and how I treat them can either help my business grow or bring it to a grinding halt.

The principle that underpins client satisfaction with freelancers is communication. Whether you’re starting your own freelance company or battling to get regular or repeat business, understanding how to communicate with clients from the first pitch to firing them can launch your career to new heights. 

Having been in the gig economy for a few years (and fallen on my face a few times), I’ve compiled a comprehensive guide on what every freelancer needs to know about client communication. 

Effective Communication Strategies

Your communication style can help or hinder a relationship, regardless of who you’re dealing with. Here’s how to win and retain clients as a freelancer with positive communication strategies. 

Active Listening

Contrary to what most people believe, effective communication is more about listening than speaking. As a freelancer, you must understand precisely what your client wants. Assuming you know it all can lead to misunderstandings and conflict—a no-no for retaining clients.

Active listening involves listening without interrupting. When the client has finished speaking, summarize what they’ve said to clarify that you’ve understood them correctly, and do your best to understand their perspective. 

Non-Verbal Cues

If you’re hoping for a successful pitch or to retain existing clients, show an interest in what they’re saying using body language and non-verbal cues if you’re in a face-to-face or virtual meeting. Without staring creepily at them all the time, maintain eye contact while looking away briefly from time to time. 

It’s a little trickier on a video call, but looking at the camera rather than the screen helps convey the same message: “I’m paying attention, and I’m interested in your conversation and perspectives.”

Other tips include:

• Keeping an open posture by not crossing your arms (and legs in a face-to-face meeting) while facing the client directly.
• Nodding periodically.
• Smiling now and then.
• Avoid frowning, tapping your fingers or feet, checking the time or your mobile phone.
• Use hand gestures to avoid appearing stiff, robotic, and disinterested.

Verbal Communication

How you say your piece to a client matters as much as what you’re trying to communicate. Respect is the baseline for all communication, even during conflict. It involves listening, not interrupting, and maintaining politeness and etiquette, regardless of the situation.

Adjust your language according to the client’s way of speaking (to a point). If a potential client uses formal language, respond similarly. There’s plenty of time to relax your language when you’ve won them over and get to know them. 

Written Communication

When I use written communication, especially with a cold pitch, I try to be more intentional in how I word the message. With written communication, the client can’t read your mood or responses through body language and non-verbal cues. Make sure your tone is warm and open, and be 100% clear on the information you want to convey.

Communicating with Your Clients at Various Stages

Communication with a client doesn’t end after your pitch. But let’s start at the very beginning.

The Foundation

Before you approach a potential client with your pitch, do a little digging into their background, company, objectives, and the type of work and communication methods they prefer. This preview will help you decide whether their needs align with your services. In your pitch, use the information you gathered for your preview to show interest in their business. 

Clarity is king, especially in written communication. Be clear on your services and how they can meet your client’s needs. There are numerous ways to pitch to clients, but the focus here is to incorporate the effective communication methods discussed earlier to make you come across as skilled, professional, and approachable.

Setting Clear Expectations

When I secured my first freelance project, I was eager to impress and, admittedly, a bit hesitant to lay down strict terms. This led to some scope creep, where the project’s requirements kept expanding without additional compensation. I learned the hard way that setting clear expectations from the get-go is essential.

https://www.youtube.com/shorts/MFe56AKQruQ 

Define the Project Scope

Setting clear boundaries will help protect your valuable time, energy, and reputation (you’re less likely to become impatient and unprofessional). Clearly outlining the project’s parameters prevents misunderstandings and conflict and will help both parties decide if you’re a good fit.

Be specific about timelines, deliverables, and the number of revisions included in the cost. Spend time clarifying that you fully understand their needs and vice versa.

Example: “Based on our discussion, I’ll deliver the first draft by [Date], and we’ll have two rounds of revisions before the final submission if necessary [Date]. The total cost will be [Amount], with 50% payable upfront.”

Managing Availability

Being available 24/7 may earn you a few extra dollars, but you will probably burn out before your career gets off the ground. 

Clearly define your office hours to maintain a healthy work/life balance. I also inform clients of my typical response window on all my social media sites and other points of contact. From early in our relationship, they know I will respond within 24 hours on weekdays.

Use Formal Agreements

You may think everything is set in stone once you’ve had your initial meeting with a client, but things can get very messy without a contract. A formal agreement isn’t just a formality; it safeguards both parties and is a reference point if any disputes arise. 

Choosing the Right Communication Channels

Early in my career, I juggled multiple communication platforms, leading to missed messages and confusion. I soon realized the importance of establishing a primary communication channel.

Discuss Preferences Early

During initial consultations, I now ask clients about their preferred communication methods. Whether it’s email, instant messaging, or project management tools, agreeing on this encourages smoother interactions.

Although I always work within the client’s preference, I am partial to email. Communication is easy to track and plays a similar role to a formal agreement or contract. 

Centralize Communication

Project management tools like Trello or Asana are also game-changers. They keep tasks organized and provide a centralized place for updates and feedback.

Be Proactive: Keep Your Clients in the Loop

Don’t wait for your clients to chase you up for updates on your progress. You may lose a client, even though you’re diligently working on their project.

Even when there’s no significant progress, a brief update reassures clients that their well-earned money is not being wasted on a freelancer who’s ghosting them. This is especially important if they have paid an amount upfront.

It’s also wise to flag potential issues early in the game. If I anticipate delays or challenges, I inform my client immediately, offering solutions or revised timelines. This transparency builds trust and shows me to be an ethical and professional freelancer.

Balancing Professionality with Personality

Initially, I leaned towards being overly formal, but some clients thought I was unapproachable. With experience, I’ve learned to infuse my personality while maintaining professionalism. It’s wise to observe your clients and adjust the amount of personality you infuse accordingly! 

Also, keep culture in mind when dealing with clients from other nations. Some countries have more formal ways of doing business, and you wouldn’t want to offend clients by being too casual, too loud, or using gestures that may be inappropriate for their culture.

Handling Feedback 

Receiving feedback can be nerve-wracking, especially when the client is unhappy. However, reframe negative feelings and see them as a necessary building block to improve your work quality. Handle it with grace and humility, practicing your listening skills to understand your client’s point of view. 

In fact, you should intentionally seek feedback throughout the project. This will help you build a strong relationship with the client, whose loyalty could earn you repeat business and referrals. 

The Power of Follow-Up

Post-project, I ask clients about their experience, asking if there’s anything I can improve on for future collaborations. Checking in with clients regularly can also lead to repeat business. A simple check-in mail or text message can remind clients of your availability.

Handling Difficult Clients

Regardless of how nice you are, there will always be client relationships that don’t run smoothly. There are many types of difficult customers, from those who want to micromanage you to those who ghost you to those who try to pay as little as possible for the maximum amount of work. 

The first secret is to handle difficult clients calmly, respectfully, and professionally. Although you may not want to work with them again, you don’t want them to badmouth you and ruin your reputation.

The second secret is knowing when to walk away. Although initial meetings can help weed out the clients you don’t want, sometimes they find their way through the cracks. Again, respectfully thank them for the opportunity to work with them and find a polite way of bowing out. Sometimes, you have to fire a client for the sake of your business and your sanity.

To Wrap Up

If there’s one thing I’ve learned, it’s that great communication is the secret to a successful freelance business. From simple things like positive body language and non-verbal cues to knowing how to pen an email, our business rests on the ability to sell our services to clients. 

Effective communication will lead to satisfied clients who will bring you repeat business and sing your praises to their peers, friends, and colleagues, who might also need your services in the near future. Treat them right, and they will keep coming back.

Meta Title: The Freelancer’s Guide to Client Communication | Millo

Meta Title: Effective communication is the key to successful relationships. Our detailed guide reveals what every freelancer should know about client communication.

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