I originally posted this back in September. I think it’s important to share with folks that didn’t have a clue about Tumblemoose back then.
Cheers
That’s one heck of a generalization, isn’t it? If you’re like most writers though, you probably believe this applies to every writer except you. Ok, I’m willing to give you the benefit of the doubt – for now.
As I’ve said in a previous post, writing is a solitary sport. To some extent as a writer we must inherently be creatures of solitude, otherwise the alone time would make us a bit buggy. And here’s where a lot of us get into trouble. When we are focused, when we are alone, the outside world is not our reality – our writing space fills that void. We love to write, not to talk on the phone. That’s why we’re writers and not talkers. If your writing consists of a personal blog then this poses nary a problem. If you are making a living with your writing, then you have to be able to multi-task. I know. I hate that term too.
A freelance writer is a business person (at least a successful one is). If you think you can get by just by your awesome writing skills, you are wrong. There are about a ga-jillion writers out there competing for work. Thankfully most lack the basic writing skills to provide much in the way of competition. Many do have the necessary skills to write fresh, intriguing prose. An even smaller number of these folks have the business acumen or customer skills to really stand out in a crowd. And let’s face it: You want to stand out. You need to stand out, if you are going to make a living doing what you love.
Take a moment and evaluate yourself on these customer oriented skills. Be honest. How do you measure up?
- Honesty – from the very first moment of contact with a new client, are you honest? Do you over-inflate your skills and experience? Are you really able to meet that tight deadline? Are you quoting an accurate fee for the project? A lack of honesty will sink your career before it even gets started
- Phone Communication – If I’m in the “zone” and the words are flowing fast and furious, I’m probably not going to pick up the phone. With that said, I make every effort to return a call within one hour of it hitting my voicemail. That MP3 ringtone you hear is the sound of a cash register or it can be the sound of money rushing right past your store front. Phone calls are not a nuisance! When someone calls, be it a current client or a future one, to some extent they need to speak with you before they can move forward on whatever is on their mind. Neglect their calls and they just might neglect your business. Think about all of the times you needed an answer on something before you could move forward with a project and have a little empathy for those on the other end of the line.
When you have a client on the phone, resist the temptation to doodle, day dream or tap on the keyboard. Devote your full attention to the conversation. This person on the phone is the most important person to your business, your writing and your future. Be professional in your tone and word selection. Also, please try to be human – professional does not mean stiff!
- Email Communication – If spoken words can never be unspoken, then sent emails can never (in most instances) be unsent. Be careful what you write. I’m not just talking about grammar or punctuation. Watch your tone. People are busy. Say what you are going to say and be done with it. Save the story telling for the novel you are writing before your “real” job begins each morning. If someone has really pushed your buttons, go ahead and write the scathing email – just put it in your outbox overnight and review it carefully before you send it out the next day.
- Survey – Query clients with a survey form. Surveys can provide meaningful data for where your customer service needs improvement. A side benefit is that surveys and comments are great marketing material. There is no better advertising than word-of-mouth.
I hope this article has pointed you in the *write* Customer Service direction. Remember that your freelance business is just that -business. Treat it like a business and watch it flourish!
Hi George,
Wise words. I think honesty is so important. I never lie to my clients, even if I stuff up. It helps for them to understand that we writers are human too and builds trust in the process. I also agree about the tone of voice. While I don’t do phone communication much with clients, I do a lot of email and it is disturbing to see how many people have no respect in email.
Monika,
Thanks for the comment. Much of this I have learned as (sometimes) painful life lessons.
And by the way, I love the Writer’s Manifesto. I’m always happy yo go there and see what you’ve got cookin’.
George
I laughed when I read this post. How true. I have been a writer since I was a teenager and I’m also quite the loner. Whether this was by trade or choice I’m not really sure, but you’re right about what you say. Ironically I took a job as third shift night auditor at a hotel and my biggest problem is dealing with the public; quite honestly, I suck at it. I am aware of my poor social skills and I really try to make an effort when communicating with people, but for the most part I prefer to be alone and not have to deal with them at all.
Doug,
Man, that’s beautiful. That kind of brutal honesty will get you far, and it’s just the kind of thing that makes customers mad!
George
Excellent post. I’m quite shy on the phone myself, so I generally have all my conversations via email. But I did learn one telephone trick – always smile when talking, it comes out in the communications.
Barbara Ling, Virtual Coach´s last blog post..Launch your affiliate signup page into the stratosphere Part 1
Hi Barbara,
I’m glad you stopped by.
Smiling while on the phone is a great tip, it does make a difference.
When I worked for FedEx, I had to interview for a position in a different section. In order to keep it fair, I had to do a phone interview because the other person who applied lived out of state. I took a lot of ridicule because I showed up at work in a suit and tie. I explained I thought it was important to get in the interview mode.
Got the job, I did.
Cheers!
George
A nice post, George, with some great pointers.
For me, talking on the phone isn’t a big issue: My ‘professional’ career has been near-solely telephone sales and customer support. I would agree with being professional and honest… One of the most important things it does is create trust and confidence in you and what you are trying to sell. (In this case, your writing.)
And I loved the anecdote of your interview. I can entirely relate: I was the only person in an office for one of my jobs who wore a full suit. Not even the managers did. But it does indeed set the mood and gives you the right mindset. Just like smiling on the phone does.
In my experience (away from writing-related business) even in emails you need to be human. Keep that professionalism, but make sure that you’re making it clear you do have a personality. It helps to build rapport without ‘direct’ contact with the customer.
Matt
Matt,
Right on the money as far as being human. You can be yourself and that will get you a lot further than trying for a certain tone.
Smiling on the phone is one of the best tips out there, for sure. I know people can sense when I’ve got a smile.
Cheers!
George