>> In a hurry?
No post, compartilho 9 estratégias de atendimento ao cliente que aprendi ao longo da minha carreira no audiovisual, enfatizando a importância de equilibrar as necessidades do cliente com a proteção da equipe. Começo destacando a diferença entre ser um funcionário e um prestador de serviços, enfatizando que o foco deve ser em oferecer um trabalho confiável e de qualidade. É crucial ter clareza nas combinações feitas com o cliente, garantindo que todos os termos estejam documentados. Recomendo manter uma comunicação constante e rápida, desmistificar a negociação como um processo colaborativo e focar no lado positivo, mesmo ao transmitir notícias difíceis. Também sugiro estabelecer uma conexão pessoal com o cliente, sendo verdadeiro sobre suas capacidades e garantindo que todas as entregas sejam feitas conforme o combinado. Finalizo lembrando que a entrega de um trabalho de qualidade e a abertura para feedback são essenciais para manter uma boa relação com o cliente e continuar atraindo novos projetos.
My first job in the audiovisual industry was in customer service, where, in addition to prospecting new business, I had to handle all kinds of people and emotions while the job was in progress to ensure everything went smoothly.
Many people seem to misunderstand that customer service involves more than just being the "face" of the work and relaying messages; it is also a role of coordination and strategy. It involves clearly communicating the client's needs to those responsible for executing them and vice versa, while sensitively preserving the value of the work and ensuring the client feels they can count on you.
It’s not easy to shield the team from exceeding the initially agreed-upon limits while still making the client feel that you are the best partner they can have, is it?
Below, I share 9 customer service strategies for dealing with clients while protecting your team. These strategies can also be easily applied to freelance work. The goal is to make service delivery more professional, add value, ensure the work remains profitable throughout the process, and, of course, make the client happy.
Faça algo ótimo. Photo byClark TibbsonUnsplash
1. Understand the Relationship
If you've worked as an employee, you might confuse the type of relationship you now have with those requesting your services. Now, you have clients, not bosses. They don’t dictate what you should do; they have needs that you can fulfill in exchange for a previously agreed-upon compensation, whether financial or otherwise.
Whenever you’re providing a service, switch your mindset—this person is your client, not a friend, relative, or boss. Your conversation with them is always a negotiation.
2. Clearly and Objectively Set the Terms
One of the biggest challenges in customer service is that clients often want more than what was agreed upon or change the rules mid-game.
Before starting any job, ensure your client understands what you are selling, preferably in writing so everyone can refer back to the email/document if questions arise later. Include what you will deliver, in which stages, by when, and what resources you will use. From their side, include the payment details, how, and when it will be made.
Including the tools or team you’ll use ensures that if the briefing changes and adjustments are needed, you have made it clear that the original estimate was for a different scope.
3. Don’t Disappear
Clients feel confident in the work being done if they can reach you when needed. Sometimes, just receiving an email saying things are going well can ease their minds.
Many freelancers struggle to maintain client relations because they become unreachable for long periods—meaning more than a day. Try to respond to your client’s requests as quickly as possible, even if there are no updates. Keep communication flowing; not knowing if the team you hired is working can be distressing.
4. Demystify the Word “Negotiation”
Having to negotiate something with someone does not mean you are trying to gain an advantage over them.
Many people dislike dealing with clients because they feel uncomfortable refusing requests or asking for something. This often happens because they don’t realize that negotiation is not a battle where one wins and the other loses. For me, negotiation is about reaching an agreement where all parties involved are satisfied, as much as possible.
5. Help Instead of Fight
To negotiate so everyone wins, the main objective of that conversation must be clear to all parties involved. This way, you can see how to meet the request without harming yourself. However, sometimes a client asks for something that seems impossible.
For example, "I need the work done by tomorrow" can be quite stressful. Before reacting, try to understand what’s happening. Sometimes, the client’s urgency stems from unexpected circumstances on their end. If you understand this, you can suggest a better way to solve the problem.
6. Focus on the Positive Side of Processes
Often, while attending to a client, you must explain that something won’t be possible under the agreed terms. Nonetheless, I believe in the effectiveness of positive communication, even when delivering negative feedback.
Instead of saying, "I can’t deliver this tomorrow," you might say, "I can deliver it on Monday." Avoid using the word "no" as much as possible; this keeps the focus on what you can do rather than what you can’t, preventing negative feelings for the client.
7. "See" Your Client
Remember that there’s a human being on the other side of the line. You don’t have to treat them like royalty or everything as formal bureaucracy; be genuinely friendly, just as you would like them to be with you.
People love to talk about themselves, so when your client gives you a lead, take it! If they mention, "Sorry for the delay, I had to rush to city X," maybe you know a great restaurant to recommend. Building a rapport can warm the relationship.
8. Be Genuine
Don’t try to appear as more than you are, and especially don’t promise more than you can deliver. Aligning expectations about who you are and what you do is essential for the client to feel confident in your relationship.
When bad news arises, don’t make excuses or create stories; simply state the problem. Being realistic about deadlines is also crucial. If something takes two days, it might be better to estimate three and say it could happen sooner.
9. Deliver What You Agreed Upon
Finally, nothing will matter if the client pays for something you couldn’t deliver. Pay attention to the deadlines in your schedule, the quality of work the client expects, and the overall delivery.
Once the deal is closed, ensure that, barring any changes along the way, you can deliver the project without issues.
After delivery, be open to feedback and suggestions about the process. Talk to the client to see if they are happy and how you can help them stay satisfied.
Don’t worry if one or two clients don’t come back to hire you, even if you feel you did everything right. Many factors beyond our talent and skills can influence this. Continue investing in attracting new clients and providing them with better service based on your learnings.
If it helps, I wrote a few weeks ago about how I view the prospecting process, which complements this text, as much of what I do to attract new clients is part of the customer service strategy for existing ones.
Let’s keep going. Happy working!
Want personalized help? Get in touch, and let’s talk!
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