clients

Handling customer and client complaints

Toby Buckle | Managing Business,Training

Poor customer service can kill a business and it is absolutely vital to get client and customer service right, particularly when handling complaints. If you don't handle complaints well then not only are you likely to lose the customer who is dissatisfied, but they are more likely to tell others about bad service than they are good service, so you stand to lose many more customers by getting it wrong.

Business Mentor Toby Buckle shares his top ten tips for crushing your customer’s quibbles.

Making money with screencasting

Ian Ozsvald | Guides,Resources

Monetising your knowledge is a core skill for freelancers – making money whilst you sleep is a necessary step forwards as you build your freelancing career.

Professional Screencaster Ian Ozsvald shows us ways of making money by screencasting. This post follows the earlier tutorials on Communicating more effectively and raising your profile through screencasts.

Rise above the noise: Gaining attention with screencasts

Ian Ozsvald | Resources,Training

Building a visible profile is essential if you want to receive a steady stream of readers and referred clients. Demonstrating your knowledge with screencasts is easy and is a very effective way of showing visitors that you’re on top of your game.

Professional Screencaster Ian Ozsvald shows us how short online tutorial and demonstration videos are a powerful way to raise your profile. This post follows the earlier tutorial on (Communicating more effectively with screencasts)

Book of the week: Focus – The Power of Targeted Thinking

Michael Rose | Lifestyle & Time out,Managing Business

Freelancers need focus; without a boss to keep you in line and being outside a traditional workflow it can be hard to know where to focus your efforts. Combine this with the pace of modern life and it’s easy to get swamped and to feel that there just aren’t enough hours in the day. Not only is there a lot of work there are constant distractions, tweets, bleeps and pings pulling us away from our true goals and aspirations.

Focus: The Power of Targeted Thinking attempts to give the solution to all these feelings of confusion and distraction.

The 80/20 rule and freelancing

Jon Aizlewood | Managing Business,Marketing Yourself

The Longtail rule, the Zipf law, the Power law or (easily the most dramatic) ‘The law of the vital few’. It might have many names, but ultimately all forms of the 80/20 rule amount to the same thing – that 80% of effects come from 20% of causes.

The same applies to freelancers: you can gain new business simply by offering great service to your clients.

Communicating more effectively using screencasts

Michael Rose | Resources,Training

Getting your message across to customers and clients is vital and, as a freelancer, communicating clearly and effectively with can make a big difference to the success or failure of a project or product.

Professional Screencaster Ian Ozsvald shows us how short online videos are a powerful way to get communicate clearly.

Review: Portfolio To Go — iPad app for freelance photographers & artists

Michael Rose | Technology

Portfolio To Go is a fantastic iPad app for artists and photographers who use Flickr.com to showcase their photographs online.

Lovingly created by Brighton-based freelance developer Nick Kuh, easily allows freelance photographers, graphic designers and artists to present their portfolio offline to clients — perfect for use with a wifi iPad.

Just sync and go.

Freelance Stories – Basecamp’s Jason Fried

Michael Rose | Lifestyle & Time out

We’re big fans of Jason Fried, creator of Basecamp and co-author of Rework. His Get Real column for Inc.com is a must-read for freelancers interested in freelancing, small business advice, for stories of struggle and success.

His first column for Inc.com, Driven to Distraction, is Fried’s fascinating tale of how he built 37Signals from his solo freelancing business.

The importance of getting client sign-off — and how insurance can protect you

Michael Rose | Financial & Insurance

Getting sign-off, in writing, is a vital part of best practice when sending designs, copy or code to clients. If changes need to be made later then, with sign-off completed, it is the client’s responsibility — not yours. If, for example, there is a typo in a design for a flyer (perhaps the date is wrong!) and the client spots the mistake after printing 1000s of copies the responsibility for the cost of re-printing is the clients… not yours.

Find out how Professional Indemnity Insurance will defend you in cases where clients refuse to pay, or make a claim against you.

Book of the week: Working 5-to-9

Ed Hopson | Managing Business,Starting Out

I have always been interested in running a project/small business outside of my 9 to 5 full-time job. Something that I can grow in my spare time and that has the potential to grow and then become my main source of income! Talking with friends, I was given a copy of Emma Jone‘s Working 5 to 9 – How to start a successful business in your spare time — Great timing!

Compare broadband options for working at home

Michael Rose | Technology,Working From Home

If you occasionally work from home then getting a decent broadband connection can really help you get your work done effectively.

Thanks to modern-day technology, working from home is no longer a second-rate way of staying in touch with clients and colleagues and broadband has become a vital lifeline for many home workers, allowing them to email or browse the web in comfort while also being able to send and receive large files with ease.

If you’re not up to speed with Broadband at home Chris Marling of Broadband Genie gives you a a few things to consider.

Charge for your time by adding appointments to your website

Michael Rose | Technology

PROBLEM: You have limited, often fragmented time to meet clients and contacts. You might have a free spot for two hours this afternoon, time between finishing one project and starting the next, and it’d be great to generate some new business in that slot — if only people knew you were free to talk.

Setster solves this problem beautifully — perfect for consultants or small businesses.

If you thought YOUR clients were bad

Michael Rose | Lifestyle & Time out

Part comedy, part tragedy, part therapy: Clients from Hell provides a little bit of light relief for those tense moments when the client is really winding you up.

Rather then venting on social media, bumming out your friends, colleagues and running the risk of the client spotting your angst why not post it annonymously, get your revenge and give the benefits of your pain back to the community.

Need to get a quote to a client ASAP? You need Quote Robot

Michael Rose | Technology

If you need to quote for a job and want to get a slick proposal back to the client before the end of the day then Quote Robot is your fantastic, futuristic, proposal-producing pal!

4 Ways to Use Digital Tools to Improve your Networking

Sinead Mac Manus | Marketing Yourself

As a freelancer, getting out from behind the desk (or kitchen table) and out into the real world is crucial for building relationships and winning new business. The pervasive nature of social media means that we are increasingly connected online. We tweet about our day on Twitter post news on Facebook, and share our location on Foursquare.

Social Entrepreneur Sinead Mac Manus shares 4 ways to use digital tools and social media to make the most of networking opportunities.

Podcast 24: Personal Branding for Freelancers & Contractors

Andy White | Podcast

Andy talks to Web and Social Media Developer John O’Nolan and Darren Fell of Crunch about the power of personal branding. Choosing your brand Using Twitter to create a conversation Facebook, following and fans Social media as customer service Social media strategy and setup Listen to the podcast:

Podcast 24: Personal Branding for Freelancers & Contractors [29:46m]: Play Now | Play in Popup | Download

Speaking with the enemy: Niche networking

Leif Kendall | Marketing Yourself

Think networking is where people go because they want to sell more stuff?

You’re a little bit right, and a big bit wrong.

Freelance Advisor and copywriter Leif Kendall shares four reasons why getting to know your peers will make you a better, happier freelancer.

Relationships in a freelancer’s world

Anthony Hewson | Managing Business

Relationships are more important for a freelancer than for any other individual.

That’s a pretty bold statement and I’m bracing myself for a wave of incredulity articulated by examples of people going through any sort of emotional or physical trauma. Ok, leaving that probably overwhelming group aside… here’s why

Please call me back!

Toby Buckle | Managing Business

I was reminded recently how I used to get frustrated by people not coming back to me if I emailed or left a message. Well, that’s an understatement. I often used to see it as a personal offence and affront and get wound up if it repeatedly happened. 

Over the years I have learnt to reframe lack of response and see it from another point of view.

Reframing is a really useful NLP technique that helps prevent negative responses, such as losing motivation or creating frustration. Below are some ways to reframe a lack of response from people as well as some practical tips on getting people to respond.

Getting things done: The freelancer’s timetable

Anthony Hewson | Working From Home

You gave up working for someone else for a reason. More than one in all likelihood, but one stood bold and proud: freedom.

Such a noble word; such a bright and sparkling principle; such a statement of hope and promise.

Such a lie

Why a freelancer should embrace fear

Anthony Hewson | Lifestyle & Time out

Freelancing takes courage. No guaranteed pay cheque, no back-up team, no boss to give you guidance, no boss to take the fall.

No excuses – the buck stops with you. It took courage to take that first step into the freelance world, whether it was a bold and brazen stride with an armful of clients ready to commit, or a stomach-knotted plunge born of necessity.

Anthony Hewson gives us some inspiring advice on how to feel the fear and to use it to put some fire in your freelancing belly.

7 steps for troubleshooting troublesome clients

Joanna Ptolomey | Managing Business

Are some clients more trouble than they’re worth? Freelance information consultant Joanna Ptolomey reminds us that, when time and attention are your most precious asset, and time is money, not all clients are the same.

Her simple steps can help bring some balance back into your books and your business.

Money matters: How do I negotiate a great rate?

Michael Rose | Accountancy & Tax,Starting Out

Negotiating yourself the best rate possible is crucial to your financial success as a freelancer or contractor. However, it is also one of the most daunting prospects if you have never done it before.

This guide outlines a few things to think about when trying to secure yourself the best deal.

Three conversation tips for getting what you want

Dianne Bown-Wilson | Training

Courageous conversations: How to say what you mean and get what you want. As a freelancer without a secretary the buck stops (and starts) with you. If you are a designer, developer or a gentle creative type you may not have the hard-nosed confidence and business clout you need to succeed.

Freelance advisor Dianne Bown-Wilson gives some simple confidence boosting tips.

Freelance Contracts: Are notice periods a good idea?

Malvolio | Legal

One of the things guaranteed to provoke debate is the whole question of notice periods in freelance contracts. On the face of it, an equal right for you and the client to step out of a contract looks like a good thing to have.

But are they really worth anything?

Freelance Training: How to improve your Sales hit rate

Hannah Keep | Training

It is competitive out there, the freelancing market is growing every day and now more than ever it is important that we make the most out of every opportunity. So how can we improve the quality of our client interaction?

Let’s look at a simple sales formula for calls/meetings to get us started…

Better Business Cards

Michael Rose | Resources

Build Better Business Cards, with 25% off from Moo.com.

Starting today we’re looking for the most impressive, creative or cunning uses for business cards.

Got a great idea, or a card you’re already particularly proud of? Show us what you’ve got and the best will win a complete set of cards.

Freelance Training: The Personal Touch

Hannah Keep | Training

Clients not responding? To-Do list full of ‘waiting-for’ items for people who have not emailed you back yet? Training Expert Hannah Keep reminds us of the basics – picking up the phone, getting in touch directly and rebuilding rapport and relationships.

Working with clients: understanding briefs

Leif Kendall | Managing Business

Are You Giving Your Clients Squid Eyes? (The Second Secret of an Awesomitised Freelance Life)

Bad-ass kung-fu copywriter Leif Kendall continues to reveal the secrets of an awesomitised freelance career.. Awesomitisation Part 2 explores the importance of understanding clients’ briefs.

Awesomitise: Discover the Radical Alternative to Searching for Clients

Leif Kendall | Starting Out

Finding freelance work and getting more clients is vital for your success as a freelancer. Killer copywriter Leif Kendall outlines his bold new marketing method.

Join the revolution!

Freelance Business: 3 ways to source new work

Emma Jones | Managing Business

Freelance Advisor and Home Business diva Emma Jones explains why now is a perfect time to spruce up your business development and pursue opportunities that will mean new work from existing customers and new work from new customers.

Here’s three things you can do to keep the contracts coming in…

Ten Top Tips for Freelancers

Tom Albrighton | Starting Out

If you are just starting out in freelancing there many new things you will have to get used to. Without the support of a boss or company you will need to motivate yourself, build your business, overcome obstacles and disappointments and, most importantly, look after the needs of your clients.

This quick checklist from freelance copywriter Tom Albrighton gives us ten great tips for getting started in freelancing.

Going freelance: Four ways to get your family to support your freelancing career

Dianne Bown-Wilson | Starting Out

Choosing to switch from full-time to freelancing can be a tough decision and the change will go a lot smoother if you have the help and support of those closest to you. Freelance Advisor, Coach and Consultant Dianne Bown-Wilson continues her series of articles on freelance career development issues for freelancers and contractors. Nearest and [...]

Working from home: top five freelance home-business opportunities in 2009

Emma Jones | Starting Out

The top 5 home-business occupations in 2009 Whether it is a second income to make ends meet, a result of reduncancy or a decision to make a fresh start as a freelancer, the home business and startup sector looks like it will continue to grow in 2009. Freelance Advisor and home business startup supremo Emma [...]

Freelance Advisor Reviews: Top 5 technology applications of 2008

Emma Jones | Technology

Freelance Advisor and author of ‘Spare Room Start Up’ Emma Jones gives us her review of the best applications for freelancers. Top 5 technology apps of 2008 As we enter the month of December, I can’t help but look back at the year that was. The thousands of new businesses started, the people we’ve profiled, [...]

Tis the week before Christmas…

Emma Jones | Managing Business

Freelance Advisor and author of ‘Spare Room Start Up’ Emma Jones give us a timely reminder of the things we could be doing in the run up to Christmas. What can freelancers do when things get quiet over the holiday season and what plans can we make for 2009. When the phones hush and emails [...]

Freelance Advice: Marketing yourself for free

Darren Fell | Managing Business

Freelance Advisor founder Darren Fell is a successful entrepreneur and all over the first page of results when you Google his name. We asked him to share the secrets of his success and he responded with this guide to marketing yourself. Marketing yourself for free, a guide. The big question running through everybody’s mind when [...]

Freelance Designer’s Guide: Choosing the right printing method for your clients

Andrew Walker | Managing Business

Whether it is business cards, promotional posters or flyers for a club night there are many printing options and quality and colours will vary greatly. Print adviser and consultant Andrew Walker guides can help you decide where to get your printing done. Choosing the right printing method for your client Digital vs Litho Printing The [...]

Freelance Advice: Portfolio Working and how to go about it

Dianne Bown-Wilson | Lifestyle & Time out

In part one of this series consultant, coach and trainer Dianne Bown-Wilson explored the advantages of portfolio working. Today she helps us identify the tools we’ll need to put it into practice. Portfolio career: How to Designing a Portfolio Career comes down to achieving an appropriate and desirable balance in your life between need and [...]

Freelance Advice: is Portfolio Working the right choice for you?

Dianne Bown-Wilson | Managing Business

If you’ve recently retired or are thinking ahead to your remaining working years now could be a good time to consider developing a portfolio career. In this two part series consultant, coach, trainer and writer Dianne Bown-Wilson tells us why it is a good idea and how to go about it… Portfolio careers: the perfect [...]

Create a professional welcome while working from home

Emma Jones | Working From Home

Freelance Advisor and author of ‘Spare Room Start Up’ Emma Jones offers us the first in a new series of pieces for our Working from Home section. Here she takes a looks at what freelancers with a home office can do to create a professional image for clients and a great first impression for customers [...]

Working from home: 17 secrets for success

Leif Kendall | Lifestyle & Time out

Ah… the life of a freelancer… feet up, TV on, sitting around in your dressing gown and your clients are none the wiser. But is this really the best way to approach your freelance and contracting work? Freelance Advisor and Web Marketing Consultant Leif Kendall asked the freelancers on the Brighton New Media list what [...]

Marketing yourself as a freelance designer: Six simple tips for your CV and portfolio

Michael Rose | Managing Business

The death of the CV? Are curriculum vitae a thing of the past? Guest blogger Greg Coley, Creative Director of the integrated agency VGroup, gives an insider’s view on what freelance designers can do to get noticed. Marketing yourself as a freelance designer So you’re a budding young designer straight out of university, a middleweight, [...]

Compelling Content: Brainstorming your ideal reader or customer

Kath Burke | Managing Business

Compelling Content – Part 2 Brainstorming: Your ideal reader or customer A two-part series from freelance copywriter Kath Burke. In part one, Kath explained how you can understand why people buy you. Part two explores how to use brainstorming as an exercise in focusing on the content that really matters before you put pen to [...]

Podcast #8: Thrive as a freelance graphic designer in todays market

Andy White | Podcast

Andy talks to Stuart Scott, an successful freelance graphic designer based in Brighton, about what it takes to succeed in the industry. Topics Covered: Getting direct clients Watch the trends Attending industry events Having a team of experts around you The difference between design and artwork Flaunting your published work The role of networking in [...]

#8: How to thrive as a Graphic Designer in todays market [19:33m]: Play Now | Play in Popup | Download

How to build a credible website

Kath Burke | Starting Out

You can think of your website as the modern-day equivalent of the Victorian calling card. Before your prospective client decides whether you’re worth talking to, they’ll have a good nose around your site. And they might be asking themselves: How professional is this organisation? Do they have the products or expertise I’m looking for? Will [...]

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