“When you come to a client with a problem/issue, don’t ask them how they want to fix it, provide solutions for them.” This was advice I received very early into my freelance career, falling neatly into the category of being proactive and an “industry expert.” And it helped quite a bit. It helped me begin thinking more like an expert service provider, and less like an employee – one of the hardest skills for new freelancers to master. But it also got me into some tangled situations from time to time. While 5 out of 6 clients loved this approach and usually just agreed with my proposed solution, there would always be the one who resented the approach. There were several soured client relationships in my first few years as a Virtual Assistant, and it took me a while to figure out why. As I started to pay more attention, and got a bit more experience under my belt, I started to realize that some clients L-O-V-E you to do all of the work and most of the thinking on your end of their business, so they can be totally free to focus on their end. Other clients H-A-T-E the idea of someone else shoe-horning their ideas into their business (which is their baby.) And, of course, many client fall somewhere in between. After almost ten years, I now know that the level of trust a client puts in you has a lot to do with the level of trust and experience they have in their business. New entrepreneurs are going to be very nervous and precious with every decision and refuse to let go of the reigns, while experienced pros have a lot of faith in their ability to choose the right person for their needs and trust that even if they work with someone who totally fucks up, they can correct course. However, my job title is not Business/ Life Coach or Therapist, so it’s not on me to make those judgements and force clients to move past their “issues.” It’s MY job to work with clients where they are (and maybe gently help them grow over time.) As such, I’ve come to realize that general blanket “tips”, even when provided by pros and gurus, should always be taken with a grain of salt (yes…even mine.) Instead of working and communicating YOUR way all the time, try getting on your client’s level. It may take a few calls, emails, and projects to get a feel for how a client likes to work, but be flexible and ADJUST as needed. Provide straightforward solutions to those who love that. Maybe provide 2-3 optional solutions to the clients who want to make the decision, but like a little guidance. And let the control freaks have their control – you can still provide input on if you believe their chosen “solution” is the best one. Don’t try to force the world to work YOUR way. The art of knowing your clients adds way more soul and empathy to your business, and will lead to more satisfied customers and happy referrals.
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