I wanted to take a quick minute today to talk to my service provider freelancers/solopreneurs…

A very important distinction came across my desk this past week that I think is important for discussion.

And that is…. Client Success.

We all know great Client Success = referrals, glowing testimonials, and in turn higher revenue.

So, why is it not always considered as a core element of an offer?

Why are we not considering, from a critical thinking aspect, how to increase Client Success as a lever to increase revenue?

Here are 3 elements of Client Success you should be thinking about as you’re crafting offers, packages, retainers, etc. for providing service to other businesses!

1. A contract

Contracts are so important for freelancers. I know it seems like a “duh” tip – but even in the most understanding and incredible relationships… a contract to outline what you’re both agreeing to in writing is important.

Do not skip this step just because you trust someone.

If you’re entering a partnership with your client (and vice versa), then you both need to agree on terms for that partnership in writing and uphold them. Otherwise, it’s not a partnership – it’s someone taking advantage. Whether intentional or not.

Your Labor is not a Loan!

PS – Contracts must have defined scope of work (see our next item) and a defined timeline.

2. A clear scope of work 

A clear scope of work / expected services is huge. Leaving any kind of service ambiguous can lead to major scope creep.

Major scope creep leads to a misunderstanding of true rates.

Misunderstanding of true rates leads to not getting compensated for the value you’re bringing.

Not getting consistently compensated for the value you bring over time leads to resentment and animosity.

Resentment and animosity leads to not wanting to communicate or show up to do the service which leads to an unhappy client.

Creating a clear scope helps you provide your boundaries and a clear plan for your client to understand what you’re doing within what amount of time. Even if you decide to go above and beyond and “gift” your client additional services, you have a clear way to communicate that overage. Or, if you need to get compensated for additional asks it’s very clear to point back to.

This is especially true for long-term retainer/partnerships.

3. Timelines and Communication Expectations

Even if you’re in a long-term retainer or even working on a project that’s complex with a client and your scope of work is intentionally broad, making timelines and check-ins regular is important.

It gives a visual and verbal update as to the value you are bringing to their business and leads to less potential for misunderstandings. It also gives you clear time and space for addressing any roadblocks and concerns as you move things ahead.

So, What do these 3 key elements for winning Client Success actually mean? The truth is, it means you’re providing accurate project management for your work. 

Sometimes this shows up in your client’s systems, but more times than not for smaller businesses… You should be providing CYA with at least the bare minimum here! It’s your responsibility as a business owner!

Here’s another blog where I talk more about what’s your responsibility as a business owner when hiring support that you may find helpful if you’re just not sure if you should have the system to track projects, or if the person(or business) you hired should. Another very important operational distinction.

Bonus:

Intentionally create buffer space within your timelines! As humans that provide service our nature is to want to give as much as possible as quickly as possible. Don’t forget you’re a human first, and there are things that are outside our control that happen. Sometimes we get sick, sometimes things don’t work as we anticipated, and sometimes we just need a little wiggle room. Build it in, then deliver early if you can.

Think “this is how long this will actually take” not “this is how fast I can do it”. This subtle boundary and expectation setting will resolve SO many stressful nights trying to control the uncontrollable.