SESSION #3

GROUP #3

SMALL BUSINESS CLIENTS

As submitted by Catherine Moon, newmoondg.com, August 17, 2009

1. Introductions
2. Ways to deal with Mom & Pop companies
   1. Getting them to make decisions without asking everyone!
3. Issues
   1. Not having deep pockets
   2. Hand holding/baby sitting
   3. Communication back from clients—actually getting it
   4. How to make it profitable
   5. Keeping clients on course
   6. Keeping clients from taking your work to someone else
   7. Estimating too low/too high
4. Solutions
   1. Clear communication up front so job is fruitful for both parties
   2. State in contract that their timeliness is part of the deal
      1. if client is not timely, contract can be terminated
   3. Ask questions to solidify goal of project
   4. Guide the client to help them focus on goals
      1. they are paying you to be the expert
   5. Create proposal based on thorough client interview
   6. Make sure your estimate includes consultation time (a set amount)
   7. Notify the client ahead of time when project is going beyond the scope of estimate
      1. clients do not like surprises
   8. When client issues arise
      1. begin dealing with them kindly, then progressively become stronger
      2. pick up the phone and just talk to them (as opposed to more indirect e-mail)
   9. Regularly schedule conference calls
   10. Be clear about your hours and availability and stick to it
       1. clients will respect that
   11. Stay out of trouble legally
       1. Start your business with legal consultation to ensure you are compliant
       2. carefully word your contract
       3. shaneandpeter shared great on-line contract from Freelance Camp 2008
   12. Reverse the roles and put yourself in your client’s shoes
       1. Develop trust with client     
       2. Provide features above and beyond your competition
       3. Be honest with client about costs up front
       4. Don’t do off-the-cuff estimates
   13. What to do when a client asks for a flat rate?
       1. Start with flat rate noting that tasks above original scope of work will be billed hourly
   14. ADVICE: Get 50% of contract before beginning project
   15. Put items in contract to cover yourself
       1. Better to have it in the contract and not need it
       2. Draft a tight contract
       3. Give the contract after your initial discussion, not during and do not post it on-line
       4. A contract needs to be thorough, but not put the client on the defensive
   16. Communication skills
       1. Be polite and positive
       2. Send greeting cards—thank you’s
       3. Establish how frequent your contact with be for the duration of the project
   17. Utilize project management software
       1. redmine, ruby on rails (different types)
       2. Educate your client on the particular program
   18. Small Business Development Center @ Cabrillo
       1. Meet with consultant for screening process
       2. Complete business plan first prior to meeting
       3. Come prepared; the more prepared you are, the more productive the meeting will b
       4. ADVICE: If you get a bad initial feeling from a client, then don’t take them. The income from the project will be dwarfed by the headaches of a bad client relationship
   19. Treat friends/friends of friends as regular clients
   20. Finding small business clients
       1. Network
       2. Chamber of Commerce’s
       3. Leads groups, etc.