Freelancing comes with many perks, but communication etiquette is not one of them. Unlike employees who work in a traditional 9-to-5 job setting, freelancers generally do not have an office environment or coworkers to consult when they’re unsure about the proper way to communicate with their clients.
This article will help you navigate this tricky area as you work with your clients and give you pointers on how to communicate professionally when communicating via email and over the phone.
| Takeaways |
|---|
| 1. Use a professional tone in all communications. |
| 2. Be clear and concise in your messages. |
| 3. Practice active listening to understand client needs. |
| 4. Respond promptly to client inquiries. |
| 5. Avoid using jargon or confusing language. |
| 6. Be respectful and courteous in all interactions. |
| 7. Proofread your emails and messages for errors. |
| 8. Use proper salutations and closings in emails. |
| 9. Keep client information confidential. |
| 10. Be open to constructive feedback and learn from it. |
1. Answer The Phone
It’s important to answer your phone in a timely manner and in a professional way when you’re a freelancer. When you’re self-employed, answering the phone is probably the only way that clients can reach you quickly. By answering before the third ring, you let people know that they have your attention. For example, you could say something like “Hello, this is [name]. How can I help you?”
If it’s not time to take a call for example, if you’re with another client or out at lunch you should still have a voicemail message set up that’s clear and professional in case someone tries to contact you while they think you’re available.
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2. Respond To Email Within 24 Hours
Responding to emails within 24 hours is so important that it deserves its own tip. Not only does a 24-hour response ensure that you don’t keep your client waiting, but it’s also incredibly easy to accomplish. If you can’t get back to someone within that time frame, just let them know when they can expect your reply.
In an ideal scenario, you’ll have to set aside time every day specifically for responding to emails and phone calls. That way, you never have anything more than a day’s worth of messages backlogged at any given time.
But what if an email lands in your inbox late in the evening? Does this mean you have to drop whatever else you’re doing and respond right away? Not necessarily just make sure that the sender knows when they can expect your response by letting them know when they’ll hear back from you (“Thanks for reaching out! I’ll get back to you on Monday.”). Of course, make sure that the estimated timeframe is realistic; no one likes getting a message like this:
“I will be certain to get back to your correspondence sometime within the next week.”
3. Introduce Yourself In Every Email
As we all know, context is everything. So, if you’re a freelancer writer to a client for the first time, it’s always good practice to introduce yourself in your email even if you already have their contact information. This way, you can start fresh and make sure that they remember who you are and what you do.
Introducing yourself also helps clients put a face to your name by providing some personal details that they can associate with your business. (For example: “I’m a [industry] professional living in [city].”) By sharing a little bit about yourself, you’re making it easier for them to build trust and feel comfortable working with you so that they’ll want to hire you again in the future.
4. Don’t Tell A Client To “Have A Good One” Or “Have A Great Day
Sometimes, you’ll want to end your email with a bit of a more personal touch than the standard “regards,” but be careful not to go too far. Avoid wishing clients well (i.e., “have a good one” or “have a great day”) at all costs in most cases, it will come across as unprofessional, and they’ll assume you’re an amateur who isn’t taking their work seriously.
Instead, try ending your emails with something like this: I look forward to hearing back from you soon. Thanks for your time!
Brief and to the point, yet still friendly and professional.
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5. Put The Most Important Information At The Top Of Your Emails
If you’re writing an email, the most important information is at the top. Don’t force people to scroll down to find out what you want them to do or which question needs answering. If you bury that information at the bottom, it’s likely that your message won’t be read in its entirety.
Rather than beat around the bush, simply state why you’re contacting them and what next steps are needed. For example, “My apologies for the delay.” is a passive way of saying sorry. It puts all of the responsibility on the recipient for feeling negative emotions about your delay (we’ll talk more about feelings later).
You could instead say something like: “I’m sorry for taking so long to get back to you.” By apologizing directly and taking responsibility for your actions, it’s easier for recipients to move past any negative feelings they might have been experiencing and focus on what’s important in getting things done!
It also helps if you use short sentences with simple sentence structure when communicating with clients and business partners via email. For example: “I need your assistance in building this project.” is a great way of making sure people understand exactly what their role is supposed to be within an overarching framework without any unnecessary jargon getting in their way.
6. Don’t Respond To Client Emails Late At Night Or On Weekends
If you don’t want to leave your clients hanging, but also want to show them that you’re not available at all hours of the day, set their expectations properly. Always respond to any questions or comments they have. You can do this as soon as possible, even if it’s after normal business hours or on a weekend. Just be sure to let them know that you won’t expect a reply until business hours resume.
Write something like this in your response:
“I’ll get back with more details on Monday.”
“I’m happy to have a call first thing tomorrow morning.”
This will help avoid confusion and misunderstanding no one will be left wondering when they can expect an answer from you!
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7. Set Up An Autoresponder For Your Vacation Days
You should set up an autoresponder for your vacation days. (Note: you can find instructions for creating one here.) An autoresponder is an automatic email message that sends a reply to anyone who sends you an email, telling them that you’ll get back to them at some point in the future. Set one up before you go on vacation so it starts automatically when you leave, and ends automatically when you return.
In the actual text of your autoresponder, briefly explain what’s going on and when they can expect to hear from you (for example, “I’m out of town until next Monday”). And just generally make sure your vacation emails are friendly!
8. Use Proper Grammar, Spelling, And Punctuation In Every Email You Send
Correct spelling and punctuation show that you’re a professional. Before sending any email, run it through spell-check. If you are unsure about how to spell a word, look it up in a dictionary. You should also proofread your emails for grammatical errors, like missing words or misspelled words (like “definitely” instead of “definitely”).
A grammar checker can help with this. Be mindful of the tone of your emails as well. For example, short messages are perceived as being abrupt and rude unless you know for sure that the recipient wouldn’t mind receiving such emails from you!
Additionally, be careful about using the same words over and over again nice, great, etc. to describe things in your email messages. Instead of constantly repeating yourself, try looking up synonyms in a thesaurus or dictionary to help vary your language usage!
The rule here is simple: always write like an intelligent person who cares deeply about what they say and would never send something without checking it first.
9. Make Sure Your Voicemail Message Sounds Professional
Let’s assume that you’re taking your profession seriously and are therefore screening calls. That means you should have a professional-sounding voicemail greeting.
Greet the caller. You don’t need to include your name, just say “Hello” or “Thank you for calling [Business Name]”. If a voicemail greeting has no indication that it is from the correct business, people will hang up as soon as they hear it.
Give out information. After your voice greeting, give the caller all of the necessary information they need to leave a message to get back in touch with you. For example: “Please leave your name, number, and a brief message, and I will return your call at my earliest opportunity.”
Make sure it’s not too long. Keep your voicemail message on point and between 30-45 seconds long (any more than this and people may hang up).
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10. Be Friendly, But Don’t Get Too Personal
While it’s important to develop a friendly rapport with your client, there is a fine line between being friendly and becoming too familiar. Don’t overshare about your personal life you want to show that you’re human and relatable, but don’t go into details about your hobbies or family life. Remember, the relationship is business-focused, so keep things professional.
That said, sharing personal details can help build rapport just be selective about what you share. If you feel like you have something in common with the client (like having attended the same university), then feel free to mention it but if the client doesn’t respond with enthusiasm, move on to other topics of conversation. And avoid topics that could be considered sensitive or overly personal e.g., your political views, religious beliefs, sex life, etc.
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Conclusion
To sum it all up, communication is key in any successful business. It’s as simple as that. When you’re communicating with clients, don’t be afraid to speak your mind but do so in a professional manner. Answer emails and phone calls promptly, and remember to be courteous at all times.
Clear writing is paramount in the virtual world of freelancing: Be sure to proofread everything before sending it off, and keep your sentences short and concise. The tips shared here should help you strengthen your relationships with clients through effective communication.
Further Reading
Here are some additional resources on communication etiquette that you may find helpful:
Email Etiquette Tips: Learn essential email etiquette tips to improve your professional communication and make a positive impression.
Communication Etiquette on Upwork: Discover the best practices for communication etiquette on Upwork, a popular freelance platform, to effectively collaborate with clients and freelancers.
Top Email Etiquette Tips: Explore the top email etiquette tips you need to know to enhance your email communication skills and ensure your messages are professional and effective.
Frequently Asked Questions
How Do You Answer The Phone Professionally?
You should answer the phone using your name and title. For example, “Hello, this is Susan Underhill speaking.”
How Do You Reply-To Email Professionally?
You should reply to emails with a clear subject line and greeting. For example, “Re: Sales Invoice – May 14” or “Dear Mr. Smith,”
Do You Use Emojis In Professional Emails?
Emojis are best used sparingly in professional communications. Only use them once you know someone personally and have an established rapport.
What Is The Best Way To Communicate With My Clients?
There are a few options for communication that you can use, but it depends on your industry. If you are in a job where you need to be able to respond quickly, it’s best to use email or instant messaging. However, if your industry requires more formal communication, it’s best to use phone calls or video calls.
What Should I Do If I’m Working With A Client Who Doesn’t Communicate Well?
It can be frustrating when a client doesn’t communicate well because it can make the project take longer and lead to mistakes on both sides. However, this is something that happens often in freelancing so there are ways that you can prevent these issues from happening. For example:
- Be sure that both parties have all of the necessary information before starting work on a project together (this usually means having an NDA signed or some other agreement in place). This will ensure that both parties understand what is expected of them and what they should expect from each other as well.
- Set up regular meetings throughout the process so you can discuss any changes or updates with each other in real-time rather than waiting until it’s too late before reaching out again about something important like
What’s The Best Way To Communicate With Clients?
Email is the most common way to communicate with clients, but it’s important to remember that email is not a perfect tool for communication. It’s easy to miss an email or forget that you’ve sent one, and it’s possible that the client will not get your message immediately or at all. If you’re worried about miscommunication, it may be a good idea to have a phone call or Skype meeting before any work begins.
How Do I Ensure My Emails Are Professional?
Make sure your tone is friendly and approachable, but also make sure it’s clear that you’re serious about deadlines and expectations for the project. It can be helpful to start off by mentioning something personal about yourself your background, hobbies, and past favorite projects so that the client feels like they know who they’re working with!
This can help build rapport and make them more likely to respond positively when you need something from them (like feedback).
What Is The Difference Between A Freelancer And An Independent Contractor?
A freelancer is someone who works for multiple companies on an as-needed basis. An independent contractor is someone who works for one company, but they don’t have to work regular hours or be on-site.
What Should I Do When My Client Asks Me To Do Something Outside Of Our Contract?
If it’s something small, go ahead and do it. But if it’s something big, make sure you get a new contract signed before you start working on it. Also, always check with your lawyer first!
How Much Should I Charge For My Services?
Your rate should be based on your experience, skill level, and location. You can also look at what other freelancers in your area are charging for similar projects.
Costantine Edward is a digital marketing expert, freelance writer, and entrepreneur who helps people attain financial freedom. I’ve been working in marketing since I was 18 years old and have managed to build a successful career doing what I love.
