Give a Little to Clients, Get A Lot in Return
by John R.
When I was given the prompt for this blog post, Keira was nice enough to tell me that I had been asked to write it on account of my devotion to client satisfaction. It's been said before that every client should be treated as if a stream of direct orders could possibly come out of the transaction. However, it's even more important to remember that clients are human beings. While many of them can seem busy or distant at times, they are still people. Treating them with respect can go a long way to building up a genuine rapport.
One of the ideas pitched to me was to write this blog post on dealing with clients. However, I really don't like to think of it as dealing with them. For me, I try to avoid ever getting into the mindset that talking to clients is a major hassle. In fact, some clients have expressed an interest in having a short discussion. This can be a great time to draw out some possible new assignments for yourself. Perhaps you can make some suggestions regarding future articles.
While Textbroker doesn't require you to report errors corrected in editor feedback, I've always made sure to message the client back with the correction. Though I admittedly first did it out of guilt, I found that a number of clients really appreciated the gesture. While I am not trying to say that you should ever expect something for altruism, I have had this process lead into a working relationship as well. Of course, it's always nice just to have a customer pleased with you. Considering how much of an opportunity there is for burning a bridge with a client, it's good to do anything that avoids that. Someone who was treated well in the past might seem like they have forgotten your act of kindness, but you might be pleasantly surprised by a message in the future.
Another thing to remember is that the customer is always right. I've had SEO article assignments that ask for ridiculously phrased keywords but request that they not be changed. I remember one of the editors here once mentioning that she cringed when she had to read one like this, but if the customer really does want it, I've certainly learned to give it to them. I've had some that were difficult to actually fit into a grammatically correct sentence, but I've simply gotten the closest I can. Fortunately, many assignments have given me free rein to correct or pluralize the keywords.
The "customer is always right" refrain rings true about another thing. There is always the opportunity to get into a fight. A client might tell you something very insulting. If that happens, think of it the same way that Internet forum enthusiasts think about flame threads; it's best to simply avoid angering the individual any more. Getting into an argument isn't just unprofessional; it's also a waste of time.
That being said, I've been fortunate enough to not have to suffer many indignities on Textbroker. I should certainly hope that both the majority of writers and clients enjoy their experience here and want to have a pleasant transaction. After all, I've found this job to be enjoyable. While it is important to make sure to meet deadlines and maintain a strong sense of professionalism, it's also important to not get caught up in things to the point where everything becomes a hassle. It might sound cheesy, but maintaining a positive attitude can go a long way. I find it perhaps the most helpful aspect of keeping up good client relations.
posted on 02/11/2011 - 08.25 | authors | comments: 28
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Great post and some wonderful ideas of giving better client care.
re: dealing with clients
I think it is more appropriate to call it giving great customer service, instead of dealing with clients. Yes, we all have those clients who are a pain in the neck but we are also our own bosses and choose who we work for. So, if we're dealing with clients rather than enjoying our work and providing customer service then it's not the clients fault.
re: the comment before mine
Always give good customer service no matter what you are getting paid. I had a client hire me about 10 years ago on a project that paid next to nothing (a low budget personal project with a strict deadline) but I was just getting started and needed the money. Since then, he has always had work for me and sent me many referrals who have more than paid for any money I may have lost on that initial project. A lot of buyers will test new writers with low paid work and then offer regular work at better pay to the ones who take care of them. Don't cut your own throat to get a job but realize that bigger opportunities are often hiding under the surface.
just my thoughts, Larry Ray Palmeradded by: author A-005967 on 02/11/2011 - 10.51
If a person loves to write as much as I do, to please the customer with a great article is please themselves. It feels good inside to meet requirements and enjoy the article title I'm writing to. In this mindset, not only is the customer satisfied, but so am I in knowing someone likes what I've written.
I can relate to the "ridiculously phrased keywords," as I've experienced this dilemma as well; however, I found it a fun challenge, as awkward as some of the sentences sound.
My point is, I love to write and that makes the customer and I feel good. The pleasure is reflected in my work and in the customer's response. This is customer service in the buff - natural, reciprocal exchanges that are not a thinking process but rather a natural reflex.
Of course, there are "lions, tigers, and bears" or insensitive people that just cannot be please. Thank Textbroker for the "Cancel Process" option that allows us to politely bow out.
Textbroker has filled a financial gap in my life and is a "God-sent blessing."
My pleasure...
added by: author Writer1M on 02/11/2011 - 11.23
I guess it all depends on where textbroker decides to rank you as to how much customer service you're going to give. No offense Writer1M, but I see 2 grammatical errors in your comment.
That means textbroker probably ranks you a 4. I have a Masters Degree in English Literature and am probably one of the best writers in the world. I have edited books for Havard and Yale professors. But I haven't managed to impress the genius editors at textbroker enough to rank higher than a 3.
Customer service? Depends on what textbroker feels like paying you.added by: author A-025632 on 02/12/2011 - 07.58
I almost always include a little note to the client about the article I did for them. I submit the article and then write a quick note to the client thanking them for "allowing me to profile their product/subject..." and advising them to feel free to request revisions if necessary. I think this makes them feel at ease and offers a rapport. It engages them and lets them know that there are real people on the other side of their request and that we care.
I began at TB a little over a year ago as a 3 star and have risen to a 5 since then. Even at a 3 level, I still wrote my clients a note to tell them their article was on the way and that if they liked it, to please consider me for future orders. Last week, after having my away sign up for several weeks due to holidays, I was happily surprised to see that one of my regular clients messaged me just to see how I was doing! He said he'd have some orders for me as soon as they came in and we chatted for a bit.
I believe contacting clients along social lines, within TB parameters, of course, is a boost to your client base and just makes what we do more fun. Great blog on a very important subject!added by: author Maggie on 02/12/2011 - 09.19
True about the importance of pleasing clients. No matter how hard or long I work on an article, I always wait to see if there is a request for editing. I fear having to edit due to time restrictions or my lack of ability on what the client may want.
But it always works to satisfy the client request no matter how difficult the task. I have received direct order requests from clients I never thought I would hear from.
Also, it feels good to have something accepted after a long drought of not writing. This happened to me yesterday on a topic "When should we drink more water"..... The article was accepted right away. How wonderful to be a textbroker author! So the moral of the story is - "drink more water, stay healthy" and write more often...added by: author Suzie Q on 02/12/2011 - 10.10
I agree with you on everything, except for the statement that, "the client is always right." They are not always right and while I do not make it a habit to challenge what a client wants, I find it difficult to provide poorly written material simply because "the client is right." Instead, before writing an article, I will ask the client if they are aware they are asking for a grammatically incorrect article.
For example, a few months ago, I wrote an article with quotes. Given the grammatical rules regarding quotations and semi-colons, I took out my style guide for help. In this instance, the semi colon was to go outside the quotation marks.
The client returned the article for a revision saying that it was the worst usage of semi-colons they had ever seen-this was the only reason the article was returned for revision. I was floored by the comment, since the style guide has never failed me. Instead of revising the article simply to make the client happy, I stood up for what I knew was right, but in a professional manner by messaging the client with a link to the online version of the guide. I stated that I would be happy to oblige, but the article would be grammatically incorrect if I did so, and I asked how the client would like me to proceed.
I quickly received a response stating that the client was happy that I not only pointed out the mistake, but that I had the guts to challenge the revision. The client apologized profusely and has since contracted me with DOs.
I believe that in some cases, using this tactful method, it not only saves the client from using poorly written material unless they are certain they want to, but it also saves the author from receiving a poor rating from the TB editors.
added by: author JCZ_torpey on 02/12/2011 - 11.23
Excellent advice John R. Thanks for a very useful article.
My own experience is to always thank the client for the order. In my thank you note I also ask that they let me know if they need any revisions. I also shamelessly ask that if they like my work to consider me for direct orders. Many messages go unanswered, others do result in more assignments. I use a standard note so it takes but a moment.
I think that the first post is on the wrong track. Presently, my rating is only 3, but, ratings are fluid. Customer satisfaction not only drives our personal income but is a factor in Text Broker's as well. They provide the opportunity not out of altruism but as a business model. So keeping a client happy is more than a "me" thing.
Alanadded by: author Alan1018 on 02/12/2011 - 01.39
The thing I like the most about Textbroker.com, is that it allows me to express myself as I see fit. Although, I am working for the client, I get to choose my own words to say what needs to be said. It like that! Not only does it help me to practice my writing skills, but it relaxes me after a long day in class.
added by: author A-054241 on 02/12/2011 - 03.09
The customer is always right? Well... maybe.
It's also true that a writer has to know his or her worth, and to be willing to set some clear boundaries when it comes to rewriting and revisions. Considering what we're paid on open orders even at the 4 star rating, it just doesn't pay to be forced into more than one revision for any given client, especially when it becomes clear (through finicky demands for revisions) that they probably should have written the article personally.
I'm a really easy-going person who's learned to take constructive criticism and use it to improve whatever I'm doing. I don't feel I'm being unreasonable when I politely cancel out an order that's on its 3rd revision and only pays $5. I know my time and talents are worth more than that.
I wish some of Textbroker's clients realized that just because they pay a pittance for my time doesn't mean they can waste it, too.
added by: author Alesia on 02/12/2011 - 04.38
Most recently, I have been posting notes to clients of articles that I really enjoyed working on. I also make sure to rate exceptionally well-written directions. This lets them know what is working, and what isn't. I have found a few favorite clients that I am always anxious to write for. And I have even offered these clients my DO services.
I've been with TB for a little over a month. I enjoy the articles being offered for writing, and I enjoy the flexibility of working here. I always try to be as professional as I can.added by: author Hobbit1781 on 02/12/2011 - 05.45
I write for the sheer love of writing, and really get a kick out of the fact that I get paid, also. I have no illusions about my writing. I know I make errors in punctuation, that I can express myself more eloquently or clearly, and that each article I write is a labor of love, not a candidate for a literary award. I give these articles to the client and hope that they really like them. I don't look at the money, or lack of it, as to how I communicate with the client. I appreciate the fact that I can write for money, and that there are clients out there who are willing to pay me for my work. I enjoy the idea that my blogs are helpiing someone maintain a blog site, and that other kinds of articles are helping to inform or educate. I love being part of the information network, creatively. I have only had a minor issue with one client, and maybe it was because they didn't understand the guidelines, I don't know. It doesn't matter. I also try to avoid those articles which have incorrect grammadded by: author Yellowbird on 02/12/2011 - 05.47
I agree with the analogy John R. expresses. Pleasing the customer with a positive attitude and with confidence is my goal. I have did fair at writer 3 and I am a tenderfoot and doing average to good on my articles. I have written about 30 articles so far with no rejections. I did write an article for one client whom accepted it quickly but rated it poor. Why did they accept this if it was poor? Just wondering. Great blog.added by: author A-060843 on 02/12/2011 - 06.10
Hi everyone. Let me add my two cents to this blog post. I have been writing here on Textbroker full time since the beginning of December. With over 100 articles under my belt, and at least one client who regularly sends me Direct Orders I am still ranked at a level three writer. That being said, I agree that the customer is always right, but I also feel that sometimes you have to be wary of the assignments that are listed for the particular level that you are rated for. Some of these clients expect far too much for very little compensation, and I personally have learned to just avoid a job where the key words just will not grammatically fit properly. Sometimes when a client does his or her key word research, some of the results are just too difficult to put into a p[roper sentence structure for me anyway. I do always try to follow up with clients who have left favorable reviews of my completed work for them. It is a great way to not only thank them, but also a way to market yourself. Sometimes I will receive a reply, and sometimes not, but it is a good practice to get into as you just never know what may happen.added by: author Lew on 02/12/2011 - 11.29
To author A-025632:
Before you critique somebody else's post for grammatical errors, it would probably be best for you to make sure yours is up to par first. For being such a wonderful editor, I would have assumed you'd proofread your own post first.
First of all, it's "two grammatical errors" and not "2 grammatical errors" as you typed.
Textbroker should be capitalized.
It's also unfortunate that you've edited books for "Havard" without being able to correctly spell it. Maybe I'm wrong though in assuming you meant Harvard University. Could you have meant Havard Pest Control in Hattiesburg, Mississippi?
Could this be why the "genius editors" at Textbroker haven't rated you any higher? Possibly. It's obvious that more personal responsibility would benefit you instead of blaming others. Good luck to you. Keep practicing!added by: author A-038461 on 02/13/2011 - 02.36
John R., your post gave me something to think about. I always send a brief "thank you" to clients who rate my submission as "excellent", but it never occurred to me to send a note when Textbroker editors correct an error in my article. That's a good practice, so thanks for suggesting it.
Also, a comment to writers complaining about SEO articles or poorly worded requests: you are kind of your own boss on this site. If you don't want to write SEO, then simply don't. The clients requesting SEO don't care about great literature or grammatical correctness - they just want to see "drill bits Ukraine" used 5 times in a 100 word article, and they really don't care about much else. At first I despised SEO articles, and even contacted the Textbook editors asking why they would allow a job to be posted that obviously could never be written in a grammatically correct way that read like a human being had written it. I felt that by writing the article I would be jeopardizing my current rating with Textbroker. They were kind enough to explain SEO to me, and I took their explanation to heart.
I now frequently write rediculous SEO articles and kind of enjoy playing around with them. My name is never going to appear on one of them, I won't ever have to explain why I wrote such a grammatically terrible article, and I only write them when I feel like it. So, it's all good in the end.
Thanks again for the post!added by: author Stormgod7 on 02/13/2011 - 12.44
Great post! I wish there were "like" buttons that you could click - I would definitely "like" a few of the comments that have been posted here so far!added by: author meaghan on 02/13/2011 - 02.10
Nice job, John R. Thank you!
I am disappointed by the bickering and criticism between our Textbroker writers, however. Easy does it. Let's be a little more professional and polite with each other. We should also be more thankful that we work for such an excellent place like Textbroker. I could take it one step further and say let's be thankful we have jobs at all in today's economy.
Lastly, let's just focus on what is important, which is providing great customer service.added by: author Jen Ro on 02/13/2011 - 04.54
Hello,
Providing customer support for over 30 years has taught me...
The customer is always correct.
When providing customer support having a CAN DO attitude helps a lot.
Happy Writing!added by: author A-063411 on 02/14/2011 - 12.57
One of the things I was happy to read thus far in the comments is that at least one other person gets excited when they find that a favorite client has posted something new to write. There are always a few clients that I love to take the opportunity to write open orders for. Likewise, there are a few topics I always look out for. I find enthusiasm for the subject of the writing always helps a lot.added by: author John R. on 02/15/2011 - 01.47
John R.,
I always look for topics I enjoy writing about first - mostly because I can then write without doing any research - and if none are available I will write on the "Best Toilet Brushes to Buy" or whatever is on the open market. But there are some clients I like to write for as well. How do you look for them? I do not see a way to look for job postings by specific clients?added by: author Stormgod7 on 02/15/2011 - 07.29
I don't believe there is a way to do that. I guess I've just gotten used to the way that some clients write. Since some of them always use the same way to post open titles, I pick them out. Of course, you can always click on a client ID to see if you've written something for them previously.added by: author John R. on 02/15/2011 - 11.40
I agree on several points, such as taking time to write a client a quick note, but I have strong opposition to some of your other points.
For example, the customer isn't always right. Over my years with TB, I've come across several clients that composed detailed instructions, received the article per instructions, and then decided to send it back because of their own lack of attention to details. I'm sorry, but the customer isn't right in such circumstances to ask a writer to spend an extra amount of time fixing something that is grammatically correct and congruent with their original instructions.
Another point that I disagree with is sending a client a note about whatever Textbroker writes on their random reviews. Of course, that's an appropriate action if TB finds an error that you overlooked. However, I have several regular clients that I do hundreds of articles for each month. I know exactly what they like and how they like it. For example, I do extremely long, detailed, and highly-technical health articles for one client. I'm constantly getting a note to eliminate the use of () in text. Parentheses have a time and place, just as any other punctuation. When giving a supplementary material for explanation or clarification on multiple body parts, such as informing the reader that their kneecap is medically referred to as the patella by using parentheses around "patella," only TB seems to find this questionable. My client, on the other hand, appreciates that I don't fluff the word count by writing out the sentence "medically referred to as ...." each time! TB reviews aren't the be-all and end-all....consider what the client wants and deliver.added by: author A-003932 on 02/16/2011 - 05.10
The key is to separate ego from what is good for your career. Some people haven't learned that and so they let criticism get under their skin.
The nature of these internet negotiations is that they seem impersonal. But don't let that send you over the edge. If you need to vent, do it offline. But don't do it to clients. That's not productive.added by: author GCBourque on 02/16/2011 - 09.34
I am also a level 3 writer with an advanced education. Commas seem to be the only thing keeping me from a higher level.
Now, on the topic of clients: if they ask for a conversational tone to an article and I put in a comma because if I were saying it I would pause in that place, the TB editors do not consider the "client is always right" and gig me for the conversational pause in my text.
Danged if I do, danged if I don't, I'm satisfied with being a level 3 writer for now, and will just read the blogs on commas. Most of them do not even apply to me. Some do but since I cannot imagine a single person here being perfect a comma that is there for conversational pause should not be a gig against the writer. After all, we're following the instructions of the client.
added by: author A-021313 on 03/25/2011 - 12.56
I'm fairly new here and have only written about a dozen articles. I haven't had one returned for revision, but I also haven't found any client ratings. Is there a special place to look for them that I'm not aware of?
One article I found especially challenging was 350 words about chocolate but I was only allowed to use the word "chocolate" - not "chocolates" - once in the head and two times in the body. This is one of the things I really like about writing for Textbroker. I'm obviously not going to make a fortune, so money is not the object. It's the chance to think creatively, do some research, learn something new and write professionally.
I appreciate these informative articles and the comments. Thank you, John R, for your article; it hadn't occurred to me to write to my clients to thank them.added by: author A-052997 on 04/02/2011 - 06.26
I have have definitely come to realize that for one, if I am to make money as a freelance writer, it will not be here, writing for textbroker. However, writing for Textbroker has given me the practice I need in order to test my resolve as a writer, as well as the fortitude to keep learning. I enjoy the fact that as a novice author, getting paid a few dollars here and there is nice.
God Bless!added by: author Yazz on 04/16/2011 - 08.46
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