The USA Today recently featured our article on 6 reasons why freelancers don’t get repeat business. Read on to see what could be costing you that second project.
Lack of repeat business can be frustrating. You think you’ve done well by a client, but then you never hear from them again. Beyond being frustrating, it’s also a costly problem. After all, the likelihood of selling to a new customer is 5% to 20%, while selling to an existing client is 60% to 70% likely. Onboarding a new client takes considerably more effort too.
At Moonlighting, we believe the solution is to figure out what you are or are not doing right to retain your clients. The following ten items are some of the most common reasons that freelancers aren’t getting repeat business.
1. Not Nurturing Existing Client Relationships
“If you know one, speak to a hair stylist about customer retention. The good ones know all about it. Most people won’t change grocery stores to follow their favorite cashier, nor will they follow their server to a new restaurant. However, many of them do follow their stylist from salon to salon. Why? Because good hair stylists nurture their relationships. They get to know their clients’ interests, they know exactly what they want and how the service should be delivered — with a friendly chit-chat in tow or not. Pay attention to the details, and create an experience your client wouldn’t want to exchange for any other one.” — Nathan Yeung, CEO of Find Your Audience Online.
2. Letting Them Forget About You
“Do you send out a regular newsletter or bulletin to your clients? Have you ever forwarded an article to a client for whom you thought it might be relevant? If you aren’t in regular contact, they may simply forget about you. This is especially true if the work you do is seasonal in nature.” — Kyle Nguyen, CEO of Freegames66 Portal.
3. Being Too ‘Legalistic’ About Revision Requests
“You open up an email from a client. Two sentences in and you cringe. They want revisions. That’s like working for free and nobody wants that. You immediately begin thinking of ways to get out of complying. Maybe there’s something in your contract that gives you an out. Reconsider this. According to Desk.com, 9 out of 10 customers are comfortable paying more for a good customer experience and up to 70% will keep doing business with you if you successfully resolve their complaint. While you don’t want clients to abuse you with lengthy revisions that go way beyond scope, you can build goodwill by making a few small changes even when you aren’t obligated to do so.” — Anthony Gokianluy, Co-Founder at GoFurther Careers.
Check out the original article on The USA Today to see what other 3 mistakes are costing freelancers repeat business.