Client conflicts aren’t rare catastrophes that only ever happen to other freelancers. Disputes are a normal part of freelance life. They’re most commonly caused by shifting expectations, poor project management, payment issues or scope creep.
The good news is that we’ve identified the four pillars needed to form healthy client relationships. We’ve discovered these foundations as a direct result of being in the trenches with freelancers for 9 years, helping them navigate difficult projects and challenging clients. These pillars are:
- agreements
- communication
- project management
- respect
Transparent agreements, realistic expectations, solid processes and professional boundaries all form the foundation of stable client relationships.
The four pillars of building a good customer relationship
Agreements
We’ve written before about the importance of agreements in a freelancer’s workflow. The more surprises we eliminate from our projects, the likelier it is everything will run smoothly.
Call agreements whatever you like—contract, terms of business, statement of work. We’re talking about a document that outlines the structured elements of a project. What deliverables are provided, when is the deadline, what are the payment terms, how many revisions are included, who owns the copyright and anything else that’s relevant to how you and your client will work together.
An agreement is clearer to meet than an expectation. Expectations are riddled with guesswork. Don’t assume your client knows you’re not reachable on Fridays. Don’t presume your client knows you have a 48 hour SLA for fixing bugs. This is how foundations start to crack.
Clear agreements means fewer misunderstandings, which in turn means stronger relationships.
Communication
This sounds obvious, but you would be surprised by how many people are slack with fair and transparent communication. Instead of having an uncomfortable but important conversation, they prefer to bury their head in the sand.
At the first inkling you’ve underestimated the scope, have a conversation with the client. The alternative is that you let the project run away from you.
As soon as you notice a mistake in your work, inform the client. Reassure the client it has now been resolved or steps are being taken to fix it.
If a request falls outside the original scope, raise it with confidence. This avoids resentment and protects the relationship from misunderstandings.
Even when it’s a difficult conversation to have, transparent communication builds trust between you and your client. This is key to having a strong, long-lasting relationship.
Project management
Building strong client relationships means having systems in place to deliver work effectively. Every freelancer’s workflow will look different, but the key is to keep the project moving as smoothly as possible.
This could mean:
- scheduling in feedback
- including a timeline with milestones
- providing a thorough scope
A lot of the disputes we see at With Jack are centered around poor project management. Usually this is due to late delivery of work or the client and freelancer not being on the same page. With good project management processes we can minimise these problems.
The smoother our projects run, the stronger our relationships will be.
Respect
This is a biggie. Respect is one of the most powerful (and overlooked) ingredients in healthy freelancer–client relationships. It’s not just about you appreciating your client, but them valuing your time and skill.
Having a great relationship with your client doesn’t mean being a doormat. Quite the opposite. Having firm boundaries frames you not as a commodity, but as the valuable professional you are! If the client doesn’t respond well to your boundaries, they’re never going to be a client you can build a strong relationship with.
Get good at spotting red flags. That means you can weed out bad clients before the project commences.
Actionable tips to build a successful client relationship
We’ve learned what pillars underpin good client relationships, but how can you implement these?
Start with a signed agreement. Your agreement should outline the structured parts of a project (deliverables, payment terms, termination, sign-off process) and should be signed by both parties before any work has started. It means everyone is super clear about what’s expected of them.
Set clear boundaries. This doesn’t just have to be around your working hours or response-time expectations, the client should know where they stand with things like what happens with scope changes.
Communicate proactively. Especially when things go wrong like you miss a milestone or misunderstand the scope. It’s always better to reset expectations than overpromise and under-deliver.
Value yourself. You don’t need to work long hours or undercharge to keep the client happy. You’re a professional with a right to protection so don’t be scared to push back on unfair conditions. Project terms are there to be negotiated.
Strong relationships require systems to be in place. This means having an audit trail of client sign-off, feedback and scope changes.
Create a feedback loop at each milestone in the project by checking in with clients. How did they feel about the process? Was communication good? Was the sprint managed well? This shows the client you care about their experience and builds more trust.
Lastly, if things do go wrong handle it with a calm head and be proactive. If a client isn’t happy, refer to the scope and remind them what was agreed. Or if they’ve already signed off on the work then ask what’s changed. If there’s a dispute or misunderstanding, try to resolve it by communicating or—if the situation calls for it—mediation if needed (or use your legal advice helpline provided through your legal expenses insurance!). Just don’t freeze or ghost.
