Client Management

Introduction

80% of the help the Freelance Jungle provides relates to the client and freelancer relationship. So, in true Jungle style, we're looking to qualify that relationship so we can do something positive about it!

This survey aims to explore the various strategies and techniques that freelancers use to manage clients. By examining the perspectives and experiences of freelancers, we hope to identify common challenges, best practices, and areas for improvement in client management. The results of this survey may be useful for freelancers looking to improve their client relationships, as well as for businesses seeking to understand the needs and preferences of freelance workers.

The results will be posted on the Freelance Jungle blog by EOFY. (That's here - https://freelancejungle.com.au/freelance-blog/). You do not need to be a member of the Freelance Jungle to share your thoughts in this research.

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* 1. What are the challenges you face when working with clients?

Late payments

Payment refusal on completion of work

Running late with project assets

Requesting lower rates

Scope creep and/or ad-hoc changes to the project

Poor time management and/or unplanned disruptions

Too many requests for meetings

Overly demanding or high touch customer service requirements

Poor quality, non-actionable or overly critical feedback on projects and work

Disorganisation

Too many opinions on the work

Changeable briefs

Clients who ghost

Micromanagement and/or clients who won’t let go of the work

Over-bearing leadership and/or assumptions about my inferiority

Wanting too much for small budgets

Managing overall client expectations

Over-dependence on support

Discrimination based on race, gender, disability, age or sexuality

Sexual harassment

Other (please specify)

None of the above

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* 2. What is your client acceptance rate for projects and insights?

100%

80-99%

79-60%

59- 40%

39- 20%

Less than 20%

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* 3. What sorts of qualities do you look for in a client? Choose as many as you like.

Pays on time

Allows for experimentation and drafting

Gives actionable feedback

Allows for autonomy over the work

Is workplace politics and drama-free

Listens to and accepts guidance and feedback

Creates time and space for the project to receive support

Is friendly, accepting and professional

Accepts rates and quotes without quibbling and feedback

Encourages creativity and exploring ideas

Inspires me to go above and beyond

Collaborates with me instead of trying to be “the boss”

Listens to ideas and insights

Other (please specify)

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* 4. Which of the following do you make use of as part of your business arsenal to maintain a positive relationship with your clients and a stress-free working environment?

Terms and conditions

Project Timelines

Meetings to start, manage and finalise projects

One point of contact within the client organisation

Late fees and other penalties for late payment

Incentives and discounts to pay invoices early or on time

Deposits and commencement fees

Requests for payment on completion or shortly after completion of work

Boundaries around time and method of client communication

Feedback forms

Other (please specify)

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* 5. Most of the time, do you bill:

Hourly rate

Day rate

Project scope

By retainer

Via preset packages

None of the above

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* 6. What sorts of software and tools do you use as part of your client management?

Proposal documents and/or online proposal software like Proposify

Accounting software such as Rounded, Xero, Hnry, Quickbooks

Time tracking software such as Harvest, Rounded, Toggl

Legal terms and contract advice via Lawpath, Legalvision, Podlegal

Project management software such as Trello, Asana, Monday etc

Online communication software such as Slack, Google Chat, WhatsApp etc

Other (please specify)

None of the above

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* 7. How would you describe your client leadership style (be honest now!)

I set the tone and make sure the client follows

I collaborate with clients, and we take turns in directing the work

The client leads and I follow

It depends on the client and their personality (case-by-case basis)

Someone’s meant to lead?!

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* 8. What's the hardest lesson(s) you've learned about client management?

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* 9. What are some of the ways you absolutely excel in client management? What sorts of tips and advice do you think other freelancers could benefit from learning?

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* 10. What measures do you believe could bridge the gap between freelancer and client expectations and behaviors?

Training on how to work with freelancers

Training for freelancers on client management

Award payments and conditions as set by unions or government

Specific recruitment services that educate businesses on finding talent

Mandatory payment of all invoices within 30 days

Access to project management tools to track progress and communicate

Contract assistance - especially outlining payment terms, project scope, and expectations

Incentives for clients to work effectively with freelancers - e.g. funding, programs etc

Other (please specify)

None of the above

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* 11. What sorts of processes and policies would you like to see clients offer as part of managing relationships with freelancers?

Orientation and onboarding exercises

Intranets and shared documentation

Inclusion in company wins, celebrations and team building exercises

Internal sign off and discussion prior to sending back drafts and feedback

Set feedback forms and apps to elicit useful feedback

Earlier rather than later recruitment habits

Work from home policies that don’t require office visits

Workplace flexibility related to contact hours

A focus on the work product produced over hours used to complete the work

Other (please specify)

None of the above

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* 12. What sorts of strategies and/or boundaries do you exercise to help keep clients engaged but respectful of your time?

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* 13. Tell us your big ideas! If you were responsible for managing relationships between freelancers and clients, what changes and suggestions would you propose to improve those relationships on a grand scale?

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* 14. If you want to be notified of the survey results and for your chance to enter our freelance appreciation prize back where you can win all kinds of rad prizes, please provide your email address. To view the rad prizes, check out the Hug a Freelancer campaign page here https://freelancejungle.com.au/hug_a_freelancer/