The most important thing as an independent contractor in today’s gig economy is to get more clients, but you also need to keep your current ones.
There are many good reasons for you to put an effort into retaining clients. One reason is that it’s harder to get new clients than to keep the ones you have. If you have to keep finding new customers to replace the ones that you’ve lost and this can be time-consuming and expensive.
Having no repeat clients can also signal bad reputation to prospective clients. On the other hand, clients that keep coming back to you are likely to recommend you to others — and people who hear about your business from a friend are more likely to use it than people who just hear about it randomly.
So if you are working to improve your retention rates and improve the positive experience of clients with your company then the following tips could help you get there faster.
1. Keep communication lines open
Clients like it when they are kept updated on the status of their project. Whether it’s a daily check-in or a weekly update, consistent communication will show your clients that you’re invested in their project and that you care about their satisfaction.
Informing and updating your clients also builds trust. When you set clear expectations and check in regularly in to ensure them that you’re on the same page as they are, clients will trust you, they will keep you in mind when they need your skills again.
2. Address concerns and solve any problems efficiently
If a client has a concern or problem with your work, it’s important to address it right away. This shows that you’re committed to resolving any issues and ensuring the client’s satisfaction.
The sooner you’re able to resolve the problem, the better. This shows that you’re responsive and attentive to your clients’ needs. If a problem takes too long to fix, it could damage your relationship with the client and jeopardize their loyalty.
3. Be responsive to feedback
No one likes to feel ignored, so make sure you’re taking client feedback seriously. If a client raises a concern, take the time to address it promptly and thoroughly. This shows that you’re willing to listen to feedback and always looking for ways to improve the client experience.
You could put a system in place for tracking feedback. Whether you use online platforms or simply a spreadsheet, make sure you’re recording every comment, suggestion, and complaint from clients. This will help you stay on top of any issues that need to be addressed.
If you’re not sure how to fix a problem, don’t be afraid to ask for help. There’s no shame in admitting that you need assistance with resolving an issue. In fact, most clients will be grateful for your honesty and transparency.
4. Provide high-quality work that meets their expectations
One of the best ways to retain clients is to deliver work that meets or exceeds their expectations. If you’re consistently delivering high-quality results, you’ll not only keep your clients happy with your work — they are more likely to continue working with you in the future.
This includes being on time, staying within budget, and following through on promises.
5. Go the extra mile to provide excellent customer service
In addition to providing high-quality work, you should also focus on providing excellent customer service. You can retain clients by showing that you’re more than just a service provider; you’re also a partner who is invested in their success.
You’ll easily be one of the best independent contractors they’ll have worked with when they feel like you have their best interests at heart, and they’re more likely to continue working with you.
Excellent customer service means being available when they need you, being friendly and professional, and going above and beyond to meet their needs.
6. Be flexible and accommodating
Clients appreciate it when you’re able to accommodate their requests, whether it’s a last-minute change, different delivery format, or a small addition to your working hours. This shows that you’re flexible and willing to work with them to get the job done right.
However, remember that being accommodating doesn’t mean you should always say yes to everything. If a client is making unreasonable demands, it’s important to be able to stand your ground and explain why their request isn’t possible. However, as long as the client is reasonable, making an effort to accommodate their needs will go a long way in maintaining a good relationship.
7. Thank them for their business and show that you appreciate it
It’s important to show your clients that you appreciate their business. This can be as simple as sending a thank-you note after each project or taking them out for lunch to show your appreciation.
Saying thank you is just one small way to show your clients that you value their business and are grateful for their loyalty. It’s a simple gesture that can go a long way in maintaining a positive relationship with your clients.
8. Keep in touch even after the project is complete
After you finish working with a client, it’s good practice to stay in touch with them and keep them updated on your work. This shows that you’re interested in maintaining a relationship with them and will make them feel valued.
You can stay in touch by sending periodic emails, connecting on social media, or meeting up in person. This will help you stay top of mind and make it more likely that they’ll come to you when they need your services again.
Conclusion
Client retention is essential for any business, but it can be especially challenging for independent contractors. Unlike permanent employees who have their employers create work for them, independent workers depend on themselves to create a steady stream of business.
Finding new clients can be tough because you’ll be competing with other independent talent who are looking for projects, just like yourself. But by following these tips, you can build your company’s reputation, retain more clients and grow your independent business.
