Web Worker Daily

This week has been a bit of a challenge. I’ve been haggling with car dealerships over purchasing a new car. I’m sure I don’t need to explain how frustrating that process has been, but I will say that I’m surprised at the customer service lessons I’m getting out of the experience. Read the rest of this entry »

I’m not suggesting you crack open your computer to fix it, but with a few of the tactics outlined in this post you can solve many of your computer problems on your own.

Besides, wouldn’t you rather solve your problems instead of waiting for a live support person to pick up the phone and sweeten you up, telling you how important you are and how the company wants to provide you with the very best service possible. Yadda yadda … just ask me what my problem is already!

Here are 10 steps to becoming your own Mr. or Ms. Fix-it: Read the rest of this entry »

With technology such as remote control applications hitting the market, tech support and customer service roles can increasingly be performed remotely by anyone with the right skills, a computer, a phone line and a reliable Internet connection.

Is tech support or customer service the web working career for you? Read the rest of this entry »

As web workers, we are at the end of a supply line that brings together Internet connections, software, services and operating systems produced by large multinational corporations. We’re the 21st-century equivalents of the general store proprietors of an earlier age: we choose from a vast array of products and services, and offer those that will best meet our customers’ needs. We repackage those products, add our own creativity, and, importantly, include the service and support that large corporations can’t, or won’t, provide.

Many technology companies have come to the end of the line on providing personal customer service. I won’t point any fingers, but some of the biggest names in software, web sites and online services have no way for customers to contact them by phone or even online chat; even email forms go unanswered. Instead, users must rely on volunteer help on bulletin boards, discussion groups and the like.

We should be taking advantage of our “end-of-the-line” position. Web workers and small businesses can maintain professional relationships with customers in ways that large companies cannot. Clients should know that they can get help from us, and we should make clear what support services we offer. Service is how we can differentiate ourselves, compete with larger businesses, and thrive in difficult economic times. Read the rest of this entry »

Many freelancers, especially at the beginning of their careers, find themselves working with very difficult clients. When this has happened to me, either I helped change the client’s working behavior or stopped working with them altogether. While I always aim for the former approach, sometimes the better option is to end the working relationship. Whenever this happens I hope that if I do work with the client again in the future, they’ll be more cooperative — but that’s not guaranteed.

When one of your more difficult clients contacts you for a new project, how do you work with them again, without repeating the problems you previously had?

Points to Consider

Before you sign up to work with a previously difficult client, there are some issues you need to address.

Refer to the paperwork. If your client is contacting you for support on a previous project, it helps to go over your signed contracts and documents to see whether the new request is within your area of responsibility.

Understand their position. Oftentimes, I’m the only go-to person that these difficult clients have worked with. This is usually because they’re not that tech-savvy or they have a hard time convincing other professionals to take on their projects. With their situation, they just want to get things done as fast as possible. Keep this in mind if they sound frustrated or in a rush when they’re contacting you.

If you’re going to help them out, know why. In my experience, guilt is never a good reason to stay with difficult clients. This is especially true if they are verbally abusive, need 24/7 hand-holding, and don’t value your work. If they’re immature enough, they might try to appeal to your guilt. Just remember not to give in.

Help out your difficult clients only if you believe in the project and if you’re confident that you can learn to foster a better, mutually beneficial working relationship.

Rebuild Your Relationship

Once you decide to work with a difficult client again, make sure that you’ve learned from your previous mistakes and won’t be likely to repeat them. Use the insights you’ve gained from your experience to make the relationship work this time around.

Improve your contract terms to forge a more balanced relationship. Go over the last contract you signed with this particular client. Are the terms clear and easy to understand? Are there any clauses you need to add or modify to protect yourself from being exploited?

Discuss the things that didn’t work out last time and propose solutions for them. If you had to “fire” a client before, they’re probably aware that your working relationship wasn’t smooth to begin with. It’s best to express your concerns and propose ways on how problems can be avoided this time around — without blaming each other for previous mistakes, of course.

Train your client to be more self-sufficient. I used to provide solutions to my clients’ simplest needs even if they were outside the project scope. While there’s nothing wrong with going the extra mile from time to time, constant support for even the most irrelevant tech issues can be a drain on your time and energy. Instead of providing solutions yourself, point them towards the resources that can best empower them to help themselves.

As freelancers, we see ourselves improving and becoming more professional as we gain more experience. Our difficult clients are the same way. It’s reasonable to expect that they, too, can become easier to work over time.

Have you ever had a difficult client go back to you for more projects? If so, did you avoid working with them again or were you able to establish a healthier working relationship?

Image by danzo08 from sxc.hu

You can’t please everybody. There’s a reason why that line is a cliché.  I’ve yet to hear of a freelancer who never encountered a client who was disappointed in their work.  Some clients keep their frustrations to themselves or simply stop working with you.  Others, however, expect you to hear out an entire rant about what went wrong and how they feel about it.

In cases like those, it’s important to take calculated steps in fixing what went wrong.

Don’t panic. Your client is probably emotional the first time they contact you about a problem.  Since that’s the case, it’s your job to be calm and logical.  No good can come from having a shouting match about who’s right and who’s wrong.

Of course, this is easier to say than it is to do – especially if the client calls you on the phone.  It’s easier to be calm and collected (or at least to seem that way) when you’re communicating via chat or email.  On the phone, it takes more willpower.

Read the rest of this entry »

Shortly after posting a recent article about Google Documents, I was emailed by a director in the Google Documents team requesting more information on how I use the service.  Additionally, a post about Google Gears spurned a blog comment/email discussion with a member of the Google Gears team about how Google Gears could be leveraged with other sites around the web.

This post isn’t about praising Google, rather merely using them  as an example of good customer service.  Google is a large corporation with thousands of employees focused thousands of products/initiatives.  Yet, they take the time to reach out their customer base to enhance their products and gain feedback from users.

Read the rest of this entry »