Scared of Client Calls? Read This!
For many of us introverted types, part of the allure of a freelance writing career is that we can seriously cut down on social interactions. No more office small talk! No more touch bases with bosses! No more awkward team lunches! But there is one social interaction you can’t escape when you’re a freelance writer, and that’s client calls. If just the thought of chatting with clients gets your palms sweating (hello, phone anxiety!), keep reading. I’m sharing my best tips on how to handle client calls!
Also, I want to give a special shoutout to Savanna Pruitt of Content by Sav for recommending this blog post topic. I’m here to help YOU, so if you ever want me to cover a topic on this blog, just leave a comment!
WHAT ARE CLIENT CALLS?
First of all, when I say client calls, I do not mean visiting your clients IRL or cold calling. For the sake of this post, I am referring to an initial sales call with a potential client. You’ve already shared your portfolio and prices, and they’ve shown interest. Now it’s time to get on the phone (or Zoom) and hash out the details of working together.
Client calls are an essential part of your freelance writing business, and here’s why:
They save time. Instead of sending dozens of emails back and forth to work out all the details of the project, you can get all your questions answered in one phone conversation. And of course, as freelancers, we want to do everything possible to reduce the amount of time we’re spending on non-billable work so we can make the most out of working hours!
They decrease ghosting. If you’re spending days or weeks emailing your clients in an attempt to gather enough information to create a proposal, many clients will get bored of the back-and-forth and simply stop responding. We don’t want that!
They build trust. Clients need to know that you’re a real human being, not some internet scammer! Letting a client hear your voice and see your beautiful face helps to build trust that will allow them to feel comfortable enough to agree to work with you (and pay you!).
I know client calls seem scary, but you’ll get used to them as you do more of them! I promise.
HOW DO YOU START A CLIENT CALL?
Let’s review where your client call will take place in your sales cycle:
You send a cold pitch to a potential client with a link to your freelance writer portfolio.
The potential client expresses interest and asks to see your rates.
You share your rates and suggest a call to discuss details if your rates fit their budget. You suggest a few times when you are available to chat.
Your potential client chooses one of the times.
You send them a meeting planner with the call details (like who is calling whom or the Zoom link).
You have your client call!
Personally, I like to cut out steps 4 and 5 by using Calendly. Calendly is a software application that allows clients to easily schedule calls with you. It syncs with your calendar so that clients can only schedule calls when you’re available. It’s SO EASY and creates a more seamless and professional experience for the client (and we are all about that here!).
So, how should you conduct the client call? You can always go the old-fashioned route and do a simple phone call. I prefer a Zoom call, however. I feel like seeing each other’s faces creates a more personal connection and builds more trust. Plus, video calls are less awkward!
Hosting your client calls on Zoom takes away the awkwardness of not being able to see the other person’s body language via phone call.
PREPARING FOR A CLIENT CALL
Before your call, take some time to prepare. I like to open up a new Google Doc to take notes. I always name the document with the client’s name, company, and date. This way, I can search for my notes whenever I need them in the future.
Then I copy and paste all the information I have about the client into the Google Doc. I also pull up their website and refresh my memory about their brand and products.
I also make a list of any questions I have for the client. Some examples of questions you should ask on a client call include:
Who is your customer?
Do you have a brand guide?
Can you share examples of other blogs that you like? (or whichever service you’re providing for them)
Who are your competitors?
Why does your customer choose your product/service over your competitors’?
If you want to write blog posts for the clients, also make sure to ask:
What length of blog posts are you looking for?
How often will you post the blogs?
Will you provide the topics, or would you like me to provide them for you?
Finally, explain to your client in detail how they can work with you. Explain your process from start to finish. What will happen after this call? When will the project begin? When will it be finished? How will you deliver the final product? When will they receive an invoice? Will they have to sign a contract or pay a deposit? If you’re not sure what the answers are to these questions, take some time to think through your services before your next client call.
And if you’re thinking, “Um, excuse me? Contracts? Deposits? Invoices? I don’t know how to do any of that!” I’ve got you. That’s why I created The Freelance Writer’s Guide to the Galaxy! This freelance writing course provides you with a step-by-step framework for signing on new freelance writing clients (including client calls!). I tell you how to do all the scary, business-y stuff so you can skip over the research overwhelm and get right to the good part where you’re running a thriving freelance writing business.
NAILING THE CLIENT CALL
So what about the actual call itself? Here are a few tips to set yourself up for success:
Find a quiet space for your call. If you don’t have a quiet space (like if you’re working at home with kids), then use headphones to reduce some of the background noise.
Arrive on time! You’re trying to show this client that you’re a trustworthy and reliable persona, so being on time is key!
Relax and have fun! Remember, clients are people too. Thinking of the person on the other end as a new potential friend instead of a “client” can help you to get into the right headspace to make a real connection.
Do you have any tips for managing client calls? Let me know in the comment section below!