2 builders who never spoke to each other

Make the client want to come back

Repeat work needs only two of good, pleasant and punctual, so decide which two you can hold reliably and protect them. Over-communicating is the cheapest of the three to guarantee, particularly when none of the work happens in the same room.

The method

1. 01

   Repeat client work needs only two of three things, good work, being pleasant to deal with, and delivering on schedule, so shore up whichever two you can hold reliably.

2. 02

   With clients, get on the front foot and make over-communicating your standing policy, particularly when none of the work happens in the same room.

What it returned

• Justin quotes Neil Gaiman, whose point is that clients tolerate an unpleasant supplier who is good and punctual, forgive lateness from someone good and likeable, and accept lesser work from someone punctual and enjoyable.

• Hillman spent most of his early career working virtually and says his client policy became to over communicate.

Sources

• Posts about #business (Page 6 of 7)Alex Hillman · dangerouslyawesome.com · Freelancer Client Services Pro-tip: Be on the Communication Offensive · undated
• How to keep clients happyJustin Jackson · justinjackson.ca · How to keep clients happy · undated