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Read a few books and websites with marketing advice and you’ll soon encounter a discussion of the “elevator speech,” the compact little monologue you’re supposed to have prepared to deliver at a moment’s notice at networking opportunities and chance encounters.

The theory is that you should be able to present yourself effectively to a complete stranger in the time it would take you to share a ride in an elevator. Whether that is thirty seconds or a minute, or even slightly longer, you are supposed to distill the essence of who you are, what you do, and what you offer into an irresistible mini-pitch that opens up opportunities for you with new contacts.

Great idea. In fact, the only things wrong with it are:

1. the basic concept and expectations, and
2. its execution by most freelancers.

One Miracle, Coming Up

The elevator speech is too often presented as a silver bullet that will suddenly boost your marketing effectiveness to staggering new heights. People work hard on these little talks, with the expectation that if they get them just right, they will bring them a lot of business.

Not likely. A really good elevator speech will bring you some opportunities to pursue business. After your minute or two of laying out all your charms and benefits to your prospect, you may earn the opportunity to talk to them some more, and that’s a great outcome.

But you generally aren’t going to meet a stranger at a networking event, tell them about yourself in 90 seconds, and walk away with a promise of a contract. That’s miracle territory, but many people adopt the elevator speech approach with the (unspoken) assumption that that’s the goal.

The goal of your elevator speech should be to start a conversation, and get permission to continue it. Another goal is to determine whether someone is a genuine prospect. If a new contact is highly unlikely to need what you offer, the sooner you figure that out, and the less time you waste on that prospect, the better.

More Ears, Less Mouth

The biggest problem with the elevator speech concept is that it is a speech. It is a brief lecture you give to your prospective new contact about the wonders that are you.

Now, I’ll wager that you know several people–perhaps you are even related to a few–who are good at giving lectures about themselves. Do you look forward to being on the receiving end of those speeches?

No, and neither does your prospect. Your best opportunities for making connections with a new contact lie in letting the other person do more of the talking. To put it simply, any elevator speech in which your audience asks nothing more than, “So, what do you do?” Is a waste of time.

Ideally structured, your first conversation with a new contact can include several exchanges–yes, you have to ask questions–in just a couple of minutes.

Who cares what you do?

The most common mistake in crafting effective elevator speech is focusing on what you do, or what you are. “I am a web designer, I’m a writer, I’m an instructional designer, I teach people better communication skills, I coach executives in developing their direct reports, blah blah blah…”

Here’s a secret: your best prospects don’t much care what you do for a living, and the people who are excited to talk about what you do are probably not very good prospects.

Your best prospects are people who have a fairly clear idea that something is wrong, or that something could be improved, in the way they do their own business. If that problem is one that you can address, and you can show them that connection, you have a strong prospect. But it starts with their needs, not with what you have to offer.

On the other hand, the easiest conversations come with people who are just like us. Techies talk to techies, writers talk to writers, designers talk to designers. We love those conversations because we get to talk about what we do with people who understand what we are talking about.

But that’s not who we are selling to, in most cases. Our best sales opportunities come from people who do not have the same skills we do, who need to get outside help to solve a problem precisely because they can’t solve it themselves.

Use a Rifle, Not a Shotgun

Many of us freelancers provide a range of services to a variety of clients with a spectrum of needs. One of the hardest things for us to do is to focus on a particular need and service to fit a specific client or prospect.

Who can resist the temptation to throw in every single thing you can think of when asked “what you do”? But your prospect doesn’t want to wade through a whole laundry list of possible services to find something that fits his or her needs. Your prospect wants to hear a more focused message for the problems they face.

The good news is that if you are asking questions instead of giving speeches, if the prospect is talking more, you can more quickly identify the particular service or skill you can bring to address their most pressing needs.

Change Your Focus

Don’t let your elevator speech leave you stranded on the ground floor.

Look for opportunities to engage prospects in conversations about their problems and needs. Spend more time listening and responding to what they say, instead of giving them a laundry list of your services. Aim for getting a conversation started that you can follow up on, get permission to continue, and forget about winning the business in one fell swoop.

It takes a lot of practice to be able to start this kind of conversation at a moment’s notice. But the best delivery of a speech won’t take you nearly as high as a true conversation with your prospect, however brief.

Original post by FreelanceSwitch.com

I was recently involved with a web magazine that used the Freelance Switch job board to advertise for a few positions. The quality of applicants was fantastic, compared with those some other sources referred.

The positions were ideal for freelancers who wanted some of their work to be regular, without having a ‘job’ and losing the benefits of a freelance career. They involved doing some writing and self-editing two or three times a week, taking up maybe an hour at a time.

We got far more submissions than we had jobs to fill, of course, and I spent most of the week going through applications and sorting the best from the rest.

It wasn’t a particularly fun experience—writing and editing is what I do best—but I did learn a lot about why some freelancers aren’t getting the jobs they apply for. Here are some tips on landing them—a list based on the things that applicants at our magazine impressed us with and annoyed us with. Consider this practical feedback!

Follow Instructions Meticulously

Provide exactly what is asked for. If I asked for writing samples as attachments, I don’t want links, nor do I want them in-text. This is partly because we’ve outlined the process that’s going to make life easier for us, and thus put us in a better mood and more inclined to hire you, and also because we’re testing something very important: your ability to follow instructions.

This goes for both regular gigs and freelance jobs. If your client asks for business cards and you design a collection of greeting cards, what impression is that going to make? It’s the same during the bidding and applying process.

Don’t Provide What’s Not Asked For

Perhaps you think you’re going above and beyond by slipping in a resume or something else that wasn’t asked for, but when I said I wanted three writing samples as attachments, the provided 300-word article edited to test your editing skills and a cover letter, I meant it!

If I ask for a cover letter, I should add, I want a cover letter, a communication that is real and written from one human to another. Not a mechanized list of your accomplishments that has been lifted from your resume and converted to paragraph format.

These are the criteria we’re judging applicants on, not whether you were a member of the high school chess club and worked at McDonalds throughout your college years. Give me what I asked for because the extras won’t be judged as part of your application; you’ll just lose points for not following instructions, and use up some more of my Gmail space.

Ask the Questions You’re Burning to Ask

Of the applicants who succeeded, all of them asked the questions they wanted to ask in their very first email.
You won’t cast a better light on yourself by refraining from asking burning questions until you pass the second round. As a teenager applying for my very first job, a teacher told me not to ask what the pay was like because it would make me look like I was only there for the money. Of course, I was only applying at freakin’ KFC for the money and the managers knew this (it’s not a satisfying career track), and I asked the question, got the answer, and got the job.

Whoever propagated the idea that you shouldn’t ask any questions of the potential employer until you’ve got the job should be shot. After all, they’re grilling you, so you may as well get some back! If there really are employers out there who look at you in a negative light because you had the resolve to ask questions, they’re idiots and you should look for work elsewhere, plain and simple.

People who ask questions without hesitation are typically easier to work with, get things done, and can work around obstacles. Those who don’t ask upfront are typically the type to let problems brew until they’re boiling over the edge of the pot and making a big damn mess on the kitchen floor.

Don’t Prove that You’re Incompetent

It’s funny - you advertise for a writing job, and all of these supposed writers with supposed track records send in their applications. Many people sent in applications and writing samples that had fine grammar and spelling, but the number of people who had grammar that was lifted from a foreign language and the spelling skills of my toddler, who cannot yet say the alphabet, really shocked me.

I mean, c’mon.

If you’re applying for a writing job, proofread your application, or don’t bother applying at all. And if a quick proofread doesn’t pick up 95% of the mistakes, why are you even trying to get a job or client when you don’t have the skills necessary to service them?

Proofreading your work shows me that you know how to self-edit, reducing the workload and stress level of your editors, and that you’re professional and responsible. Forgetting to proofread throws up a red flag and you will not get past my first skim.

Do Act Like a Human

While certain professional standards such as proofreading your own work when applying for a writing job are mandatory in my books, some of the ‘professional’ behavior that is often expected in this society really annoys me. It’s not really your fault if you do this; you’ve been taught that somehow, it’s the right thing to do. What is it that irks me so?

I do not want to hire someone who sterilizes the application process by acting like some kind of mechanical robot with no human touch. I know, it’s considered professional to detach from your human nature and emotions, but especially in an online medium, I want to feel some warmth and humanity in your words.

Just because I’ll be paying you money in exchange for services doesn’t mean that we aren’t just two human beings. Let’s act like it, instead of inhabiting some charade in the name of a false sense of professionalism. Call me Joel, not Mr. Falconer, and tell me what you can do, not where you studied and what your five-year-plan is. Then we’ll get on fine.

Original post by FreelanceSwitch.com

On July 31st we launched a collaborative initiative with FreshBooks to give away ten 1-year Shuttle Bus subscriptions worth $168 each (see the prize). The catch? Those who wanted to win a prize had to provide their best non-intuitive tip for creating a word-of-mouth worthy experience for clients.

Entries closed on the 7th and ten winners have since been chosen. All in all, over 40 incredible tips were submitted, and they’re laid out here. You’ll find the names of our winners, their ten tips, and the rest of the client experience guide (28 more tips) after the jump!

Winners

You’ll be contacted via email soon by a rep from FreshBooks who’ll connect you with your prize.

• Justin Shreve
• Andy Dahl
• Lucy
• Dave Yankowiak
• Avonelle Lovhaug
• Elliot
• Jean Goodwyn
• Stephen
• Alvin
• Tom Davenport

Congrats and thank you for the wonderful tips!

30+ Ways to Create an Incredible Client Experience

The first ten tips were submitted by prize-winners, followed by 30 excellent tips from other freelancers who participated in the competition. Enjoy, and thanks to everyone who participated!

#1. Don’t make your work invisible

One way to give your client a great experience is to make sure you communicate.

For example, update your client every step of the way. Sometimes you can get so involved in back-end and behind the scenes work that your client doesn’t know what’s going on or thinks nothing is happening. The bottom line is to let your client know what you’ve been up to so they know that they are getting the quality that they paid for. Trust me, they will thank you for taking the time to let them know.

Don’t be invisible, talk to your clients.

— Justin Shreve

#2. Give them a toolkit, make it memorable

When I finish a web-design job, I put together a document that explains the purpose of the website in layman’s terms, how all the pieces fit together, and an “access” page that lists any username/passwords associated with the account (ftp, blog, etc). I also include a CD that contains the complete website in one folder, and in another, all the images used on the site. This is packaged in a self-stick plastic envelope, and attached to the inside of a portfolio folder along with the document. I’ve resisted the idea of putting my logo on the outside of the folder, instead, using the client’s logo. This becomes an important document for the client and they’re often able to refer back to it for logos and “help” if they need something.

It also serves as a tangible reminder of the (intangible) service that they received.

— Andy Dahl

#3. Help clients understand what you do

Reduce the fear: remember that your clients are often out of their depth (that’s why they’re clients), and explain everything in language that they can understand.

I have had technophobic clients - not just ones who were unnerved by jargon, but people who were highly anxious that if they pressed the wrong button, or clicked the wrong thing, that everything would break. These people obviously need reassurance and support throughout the process. Others seem to understand but don’t - these too are fearful (of appearing ignorant, of being shown up in some way), and like to have things explained clearly. Some are happy to acknowledge that they don’t understand, but not all.

Keep it simple, keep it clear, and keep it calm, so everyone understands what is happening and feels safe.

— Lucy

#4. Brand the experience

There are a ton of talented freelancers out there who are as skilled as you, if not better. But you are unique and the experience of working with you is part of your brand. When you sit down to create your website, look, branding, etc. include (in writing) the unique ways that you communicate, resolve conflict, offer support, encourage clients, etc. as part of that brand.

One example is rewarding clients for meeting their OWN deadlines. You are expected to meet deadlines set ahead of time because you are getting paid the big bucks. But how often are you waiting on deliverables from your client like feedback and content? Set some deadlines for them and offer rewards for meeting them. Maybe something like a discount, free eNewsletter blast, book related to their industry, or a gift certificate would do the trick.

If you can do the special “extra” things, you will become the freelance version of George from “It’s a Wonderful Life” and your clients will never want to wonder what business might be like without you.

— Dave Yankowiak

#5. Pay attention to the details

I can’t believe the number of clients that I speak to who are frustrated because the people they are working with don’t take the small stuff seriously. That typo may be no big deal to you, but it erodes confidence in your work, and your customer (if your work is seen externally).

This doesn’t mean you need to act like everything is a crisis. But the details matter, and you should act accordingly.

— Avonelle Lovhaug

#6. Focus on the visible, outsource the rest

It may sound controversial but in my experience, the best way to keep a client happy is to outsource any part of a project that is not visible.

By visible I mean anything that the client can see, understand and evaluate. As a freelance web designer, the visible parts of a project are the design and the project management. Those are the things that, if done well, will lead to repeat business and referrals.

I know that the client needs top-notch code but in most cases the client doesn’t know or care whether the code is W3C compliant. To the client, the coding is invisible and no matter how awesome it is there’s not a lot I can do that will wow the client. So I outsource the creation of W3C compliant code to someone who can do it cheaper and faster (but still to the highest standard) and I spend the time I gain on making the visible elements of the project as awesome as possible.

So take a look at your processes and decide which parts are invisible and find someone who you trust to do those jobs for you. Then focus on the visible.

— Elliot

#7. Take initiative and learn about the client’s industry

Whether you’re able to use the knowledge you gather on the project or not, show your client you’re invested in their success by spending some of your own time understanding the market they face, best industry practices, and developments in their line of business. Leafing through the most recent trade journals associated with their industry can tell you a great deal, and demonstrates a willingness to partner with them, not just vend services to them.

— Jean Goodwyn

#8. Provide a pathway for further development

Something I always like to do with my clients is provide a document near the end of the project which explores the ‘where we go from here’ options. Essentially, it is a road map for the client to logically follow to their next creative need or development.

Anyone can finish a project, most people can finish a project on time, half of those people can do a decent job on the project, a few deliver big time, and a very select handful take the initiative to go above and beyond all of that! My clients are often shocked that I would take an interest in their company to the point of actually giving them a document which brainstorms some potential creative steps. Not only do you earn major points in the client trust department, but you also are more likely to receive repeat business or referrals. It’s always worked well for me, and I don’t know of many who do the same in my area. Hope this helps!

— Stephen

#9. Don’t wait for the client to ask

Anticipate a Client’s needs and wants and proactively deliver on those before the client even has the chance to ask.

For example: don’t wait for the Client to ask for a status update. Get into the habit of giving regular updates.

When doing presentations, leave little or no room for questions. Address every possible question (or potential issue) you can think of in the content of your presentation. Don’t give them the opportunity to poke holes in your solution or to ask “what about XYZ?”

To do this best, you have to start thinking like your client. Know their style; know their thought process and you can typically anticipate what they will ask for next.

— Alvin

#10. What would make *you* rave?

If you wanted this done, figure where your product would suffice, then think of what you would be impressed by. The kind of thing that would spark conversation with friends in a pub: ‘So I hired this *insert career*, not only did they get the work done on time, they *insert extra idea* which was awesome, you should hire them!’

Make people talk and your advertising has gone viral.

— Tom Davenport

#11. Do work that is one-of-a-kind

Work towards being completely original and creating a style that’s all your own. This tip is more directed towards designers but it can also be applied elsewhere. Think about the thousands and thousands of freelancers that are out there that are doing the same job as you. Make it a point in your own mind to really work towards being unique and adding a personal subtle touch to everything you produce. Sure, you can pull from the numerous techniques you’ve been taught or pulled from others but the great designers are the ones who’s work you can spot immediately within a group because they give a piece of themselves every time they create. Not only is that the reason you can justify high rates but its also what makes your client feel as though no matter how far and wide they searched for a designer, the product they got was a one of a kind and won’t be duplicated.

— Mykal Cave

#12. Treat your client’s work as your own

We all know the amount of time we spend on our own personal projects; the finishing touches, CSS nitpicking and the 1 pixel changes. If you share the passion you have for your own projects and apply that to your client’s project brief, you will not only improve the quality of their work, but also your service as a designer.

— Mat

#13. Give more than you promise

I do this with every client and every client walks out the door feeling like they got that little bit extra. Also, sending a thank you note goes han-in-hand with this. That little extra touch goes a long way to say that you care about them and their company for more than just their money.

— Davis

#14. Keep them well-fed

Tell them what you are doing, when you are doing it by and WHY you are doing it. And whenever I turn up for meetings… I bring home-baked chocolate chip cookies. Works like a charm.

— dunK

#15. Make yourself replaceable

I know, we all want to create long-term work with our clients. We want to make sure we’re the ones who get the job a year from now to update that website or document, or marketing campaign, or whatever it is you create. Not only should you resist the urge to do things in a way that only works for you, but you should actively work to make sure someone else can come in later. That may mean leaving source code, or documentation, or source images with the client but in the long run your clients will appreciate, and remember this.

— Tanner Burson

#16. Listen, then communicate

Listening is truly underrated. Try to HEAR what your client is saying. Ask them for details, thoughts on design, copy, layout, and then ask for more. Listen to what they say. Sometimes, listening between the lines is necessary too.

Then, after listening, communicate to the client. Keep them updated through the process. Return emails as quickly as possible. Send progress updates. Then, after you launch their site/write their piece, contact them a week or so later to touch base and see if they need anything else.

Clients love this.

— Melek

#17. When it doesn’t work, propose something else

I think the most important thing is to build a good relation through communication. Most of the time I find that a client will understand that what he wants the way he wants it is just not doable if I explain to him why, and if I find a solution by proposing something else. Of course, this only works if he trusts you, and you need to be 100% honest, and to do what you said you would do in time. I think freelancers needs to be extra creative, not just in their field of writing, designing, or programming, but also in finding the best solution for their clients needs in order to meet their expectations, and to give them a little extra they didn’t expected.

— Melanie

#18. Be like a Mom & Pop store to your clients

Set yourself apart by providing professional services the way a local Mom & Pop shop would: uniquely and without being afraid to develop relationships with your clients.

I worked at an independent bookstore in high school and I can tell you that the only reason it stayed in business when pitted up against Amazon (and the other dotcom’s of the world) and Borders/Barnes and Noble was the friendly smile that customers knew would greet them, along with a ‘Hello Mr. So-and-So! How’s the new baby? We just got a new book by (insert author here) that I picked up and immediately thought of you.’

The combination of open and honest communication along with tenacity and a little bit of audacity (in being willing to give a client the straight dope on any project) is a surefire way to communicate that, though you’ve got a backlog of a dozen other clients you need to talk to right after them, they are what’s on the front of your mind right at this moment and at times when they are not around, and that you have got their backs.

Don’t be afraid to show personality, because that is a distinguishing characteristic.

Don’t be afraid to get up-close and personal - invite your clients to a party along with personal friends and family - because that will establish a stronger bond.

Don’t be afraid to break the rules and go against the grain in working out special deals and accommodating the individual needs of each and every client, because this is something the bigger studios usually cannot do.

Don’t be afraid. If you aren’t confident, despite (or because of) the fact that you are the little guy, your client won’t be either.

Remember that everyone loves an independent bookstore. Bring that same characteristic charm and functionality to your clients.

— Colin Wright

#19. Add more value than you receive

Your clients should always know, feel and hopefully recognize they are getting more than what was laid out in the requirements. Adding value to the relationship strengthens the link you have and enhances the client’s experience. This can lead to more work, referrals and other opportunities.

— Graeme Mac

#20. Follow-up!

Two very simple rules:

#1 Call people back
#2 Respond to emails

It may sound stupid but many people never respond to emails or call potential clients back.

— Scott Lukaitis

#21. Help clients discover what is really important to them

Help your clients determine what is really important to them, and focus on the areas that will provide a measurable return.

Many clients don’t really know what they want when going into a project. They have vague ideas like ‘establish a web presence’ or ‘drive search engine traffic’ that are not quantifiable and hard to measure. A little extra time drilling down and establishing clear goals will ensure that everybody is happy with the product delivered.

In my experience the rush to get something done often means that important questions like ‘why?’ are not asked frequently enough and end up being assumed. Without knowing ‘why’ you want to establish a web presence it is impossible to know when you have met that goal. By repeatedly asking ‘why’ you force the true goals out.

With the vague ‘establish a web presence’ requirement, that could mean many things. You need to ask ‘why?’ in order to determine what to build in that case. Does the client want to sell products, share their thoughts and philosophy of the world, or just gain some brand recognition?

— Lar Van Der Jagt

#22. Trust is key

The single greatest asset to my business as a freelancer is my willingness to build trust. It is not enough to simply relay to a client what I can do for their business as a web developer. They must also know who I am, from head to toe, with regard to my personality, my culture, and my history. They must know what makes me tick and what makes me smile, and in return I promise to do the same with them.

My happiest clients have been those who I have chatted with about my travels and experiences abroad (I am currently living in Sai Gon, Viet Nam), my strong affinity for Thai food, and my even more crippling aversion to paper and mayonnaise. On the surface, none of these elements of my personality push my projects to completion, but they do create an atmosphere of trust and honesty. I want to know that my clients trust that I will listen to them in an open and honest manner and in turn want to give them a bit of my trust to facilitate the relationship.

This all sounds rosy and Utopian in the fast paced, low paying, starving artist portrait of the freelancing world that we all make this out to be sometimes, but I can swear that taking an open, honest, and friendly approach with my clients is the sole reason that they have come back to me with project after project.

You know how you can tell when you’ve developed a strong relationship with your clients? It is when they talk first about the happenings in their life with you, second about the specifics of their project, and third about the project cost. Hang on to these clients, because either by their own realization or by your doing, they have developed an understanding that freelancers are not worker bees, machines, or semi-conscious computers.

Trust is where it’s at. Develop a skill to grow trust between yourself and your client, and they will love you for it. Project deadline problems, revision boot camps, scope creep, and late invoices will become less painful. Become a real human being in your client’s eyes and he will want to treat you with the same amount of respect that he gives to his friends. And, in turn, you will want to shine for him and make his project your own.

Again, I know this sounds far too idealistic for any red blooded freelancer who has gone through her fair share of heart breaking projects and nasty clients. But I promise that just by opening yourself up a little and showing a little bit of who you are underneath the freelancer mask, your projects and client relationships will be all the better for it. Who’s with me?

— Philip Arthur Moore

#23. It’s all about people

Learn how to work with ALL types of personalities and communication styles. Buy a book or take a workshop about communication styles if you need to. Your clients will better understand you and, more importantly, you will better understand your clients. Quality, two-way discussions allow both sides to clarify the vision, goal, purpose, method, approach, etc. and properly manage expectations for a successful project.

…it’s all about the people.

— Krista

#24. End it with a smile!

After all the hard work is done, don’t be in a hurry for the end. Help your client out with the finishing touches, because all the hard work and plus points will be forgotten if things end badly. Make sure the client understands how to use/edit/upload/update before you leave, even if you won’t be paid for this final favor. Doing this will touch the client’s heart, and in return you will surely get something good for yourself.

— aLITIMATE

#25. Throw in some freebies

The best tip I know is to go out of your way and go above and beyond the client’s past experiences. The easiest way I know to do that is to let them know. When I’m asked to make a few changes on the design, such as text changes or something, let them know what you’ve done and do it for free. Even though it wouldn’t have taken any real digital time, they will be pleased about you “helping” them out and not only will they come back but they will be talking about you.

— Drew

#26. Involve your client at every step of the way

Get your client involved as much as possible. Asking your client for feedback during different stages of your product will make them feel as if they have ownership of it. Also, by getting feedback incrementally during the evolution of the product, it will help you determine if you are on the right track to providing a deliverable that the client will love.

Getting a gig, then working on it for a few weeks/months and then showing the finished product to the client usually does not lead to the client’s vision of the final product. Involving your client will give them time to process what you are delivering to them and allow the product to grow on them. I think this especially works for clients who do not know what they exactly want. In the end, you will have done less work and your client will love it. Win-win situation for everyone.

An example of where this works pretty well is in web site development. Break up the work into demonstrable parts. Once you finish an end-to-end feature, show it to the client and get feedback. The client will see the progress being made and can provide quick feedback.

— Pulkit Sethi

#27. Be available face-to-face

My favourite tip is doing those extra little things that the client doesn’t expect. I understand that suggestions like adding extra functionality into a clients website or adding an extra 1000 business cards printed for free have been said. However, as a freelancer, I understand that I need to be different to compete in this huge dog-eat-dog industry. What I’ve found that works best for both the client and myself is to meet with the client at a time when the client is best available, no matter of location. If the client wants to do lunch in between their business dealings, that’s fine. If the client would rather meet with me 6am before work or 9pm at their own house after a long days work, that’s even better.

I’ve found that taking the time out and meeting the client at their house after work helps a lot. The client feels relaxed and is more welcoming to do business with you, because the client is in their own personal space and feels comfortable at any time to say, “your proposal is interesting, but it’s not what we’re looking for. Thank you.” At the same time, the client more often takes on your proposal or concept and you’re rewarded with their work.

— Oliver

#28. Go visit them

If you are going to do a job over the internet for far away clients, and if the budget allows for an air or train ticket, go meet them in person. And again at the end of the job, too.

I think there are several reasons to do this:

- you can understand their request better, then work less afterwards
- you show how much you care of your clients
- they seldom expect it, thus appreciate it a lot

They WILL rave about it expecially if you are kind and professional. You’ll then get a lot of word-of-mouth going on. To say more, you can get out of your cubicle, find new inspiration by breaking the routine, and can use the travelling time anyway, reading some book or manual or firing up your laptop.

— A. Argiolas

#29. Motivate and inspire your clients

I work with small start-ups and their needs in graphic design. I have fo