Freelance: How to Talk to Clients

Рет қаралды 97,588

5 жыл бұрын

How do you deal with challenging clients? How do you communicate with them? How do you tell your clients enough is enough? How do you get out of those uncomfortable conversations with clients?
Welcome to Futur Freelance Fridays with Matthew Encina, where we answer your questions about freelancing.
In this episode, Matthew Encina shares how to communicate with your client or boss during your freelance gig.
Need help talking to your clients? Download Matthew's Client Communication Scripts FREE: www.thefutur.c...
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Connect with Matthew:
@matthewencina (twitter & Instagram)
matthewencina.com
1:09 Agenda
1:58 Client Communication Formula
3:23 Delivery & Tone
5:33 Client Definition
6:15 Setting Up The Job
9:52 Sharing Your Work in Progress
16:50 Receiving Feedback
20:15 Role Play: Asking for Out of Scope Work
26:34 Role Play: Change of Direction at Last Feedback Review
32:57 Managing Clients who act like Art Directors
36:36 What to Do If You Really Screw Up
39:48 Wrap Up
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Matthew Encina's simple formula for all client communication:
- Be clear - Give context.
- Agree on Expectations.
- Be Transparent.
- Always deliver.
Delivery & Tone - It's not just what you say, but how you say it:
- Keep your emotion out of it. Focus on how you'll get there vs. the work it means for you.
- Always use a “helpful” mindset.
- Use “us / we" vs “you” (you're not blaming, your collaborating)
- Say it with a Smile.
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Host- Matthew Encina
Cinematography- Aaron Szekely, Mark Contreras
Live Editor- Erica Pead
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Пікірлер: 105

@Arkhan2600 4 жыл бұрын

doing freelancing from 3 years, I realize i should improve my communication after watching your video I realize what I need to improve.

@wasiuraji5550 5 жыл бұрын

"With time and money anything is possible." I love this riddles thanks Mathew

@johnmartinpareja2500 5 жыл бұрын

Role-playing helps a lot because it reflects what happens in real life client communication situation. Thank you guys for sharing videos like this.

@issaclassic7 3 жыл бұрын

The client napkin sketch had me in tears!! Wow what Ben was saying was too real. Just hearing how Matthew handled that was amazing. When clients throw a wrench in your plans and you have no idea how to respond things can get bad. "Do it to be a problem solver, not add a piece to your portfolio." Real Talk. Needed to hear that.

@VanCalapanoGreenBarleyDealer 4 жыл бұрын

I definitely agree Matthew. No matter how familiar with talking to different people, there are really times that we need helps and tips on how we should communicate client. Thank you, your effort are really appreciated.

@faranjaved4001 2 жыл бұрын

That role play part hit me so hard. Can't express in words how much valuable this stuff is to me and alot of us. So Golden !

@Ali_Rehman_DVM 4 жыл бұрын

I love these roleplays i am a newbie i always have difficult time communicating with clients....

@alexjswill 3 жыл бұрын

Sorry to be this casual by saying this but THIS IS INSANE. Pure gold from the Futur. Thanks guys.

@adevikthur Жыл бұрын

The Futur just keeps giving!

@jbvatuone 3 жыл бұрын

I really like your tone and professionalism. Thank you.

@dollslifefiction3681 6 ай бұрын

Super helpful video. Thank you so much for all this precious advice you so generously shared to us!

@ericmartinezdesign 5 жыл бұрын

Awesome episode! Mathew & Ben, you guys did a great job at demonstrating scenarios on positioning yourself as a professional that was hired for their expertise and how to maintain a positive and productive vibe throughout the process. I have a request for a role play, if possible: how would you handle a situation where a potential client has questioned the ranged cost, let's say 3k-1k, for a project and asks for an explanation of what would they get depending on where in that cost range they eventually choose? Would this be considered a request for a proposal?

@shubhampokhriyal3795 3 жыл бұрын

Hey! I am from India I am XML, HTML, DTD Programmer finding job for freelancing . I love this video very much because after watching this i will improve my communications skill. Thank you

@dele-586 5 жыл бұрын

We are definitely enjoying the role plays, keep up the great content. It adds another dimension. 😊

@tamara6360 Жыл бұрын

I am very happy that I watched this video last week! Today I was able to apply unexpectedly one of your roleplays: My client had a new idea for her logo design, so I told her that I am happy to make that if there is more time and money available. I'll send her the presentation of the logo from today and the price for working on the new idea, and then she can decide after having slept over it.

@sharyusawant6533 3 жыл бұрын

being an Interior Design student this helps a lot.

@dennisdantes 3 жыл бұрын

Fantastic role playing! You guys rock...I learned so much in just one video! I couldn't thank you enough. You are real pros!

@swetabhushan2172 3 жыл бұрын

Ha ha.... Abbbsolutely beautiful ! I love the team that Ben Burns and Matthew Encina together make. Thank you so much for this invaluable bits of wisdom you provide. Heartfelt gratitude to you and your team for bringing these to us 💗🙏

@mmazz414 5 жыл бұрын

Matthew - I can tell you've spent a great deal of time with Chris... Your mannerisms are slowly transforming into his :p But hey, it' EFFECTIVE! The objective, emotionless/unbiased demeanor never fails in business!!

@thefutur 5 жыл бұрын

Matt is a great student.

@neekodavid5981 5 жыл бұрын

I love this episode! I'm really loving these client and designer role plays. It's really helping me when interacting with clients. Futur team great content!

@rajanaskar3555 2 ай бұрын

This roleplaying video helped me a lot. Thanks.

@thefutur 2 ай бұрын

Glad it helped!

@jimleonardson4268 5 жыл бұрын

About the role play @27:00 When the client, at the eleventh hour tries to throw in their own concept, shouldn't you start with a question like "Are you unhappy with our work?", "Is there a problem with the process we've been doing?" or "Has something happened that changed the strategy we arrived at back at the start of the project?".

@squarology 5 жыл бұрын

This was super useful! Great advice from beginning to end.

@michellezhu1559 3 жыл бұрын

Fantastic role play and formula! Learnt a lot and am going to rewatch it!

@alexdewilde934 3 жыл бұрын

Great format, first covering the theory and then putting it to practice on the go!

@user-cg8jd3dv6v 6 ай бұрын

Thanks for the training. It really will help my freelancing business

@Myxlpltx 5 жыл бұрын

Loved the role playing. Thanks Futur people!

@CMgraffix 5 жыл бұрын

awesome tips very useful thank you

@simoneblax 5 жыл бұрын

Amazing content. As always. It's 4.13am in Italy, but I didn't want to miss this. I'm glad I made this choice 😂 I would ask to you guys a role play of how to expand the current offered services (video mograph) to brand or logo refreshing (even if we've never spoken about it early on) Or how can I approach to a client offering brand identity services even if I don't have experience proved on my website. Should I keep the budget low? What range price should I line on?

@kkd3973 5 жыл бұрын

A role play of how to manage a client who does not pay on time or has a long delay.

@bratindas5814 3 жыл бұрын

Should get 50% upfront then 25% while towards project end and get last 25% and deliver the work :)))

@blessedhay 5 жыл бұрын

Thanks for the video... it was very helpful and i learnt a lot

@Adlip_Kun 2 жыл бұрын

Thanks for this video ♥️

@whiskitty 5 жыл бұрын

I LOVE YOU GUYS. I wish I had all this advice when I started freelancing!

@Khushmedia 2 жыл бұрын

I loved IT!!!

@FairTradeConnection 5 жыл бұрын

Gold in here! I love the role plays, this is so useful!

@FairTradeConnection 5 жыл бұрын

@@MatthewEncina I'd love some role play on some very early contact with the "potential" client. For example you meet a prospect at an event and you'd like to discover if there might be some work opportunity with him/her. Again, thanks for the great content. I'm gonna have to listen to this episode again and take some notes to prepare a script! Keep up the good work guys :)

@UniquedesignzNetHMKGroup 5 жыл бұрын

This was awesome! Great points and the role play was spot on! I was cracking up over the logo on the napkin. I used to get those all the time!

@UniquedesignzNetHMKGroup 5 жыл бұрын

Matthew Encina it sure does and I’d like to say that I failed miserably back then lol But with the help of the Futur crew, I’ve come a long way! Lol

@Kuungmiika 5 жыл бұрын

Wow great episode! I really needed these tips! Thanks!

@chinweegbuche9879 2 жыл бұрын

Lovely thank you for sharing I really learnt a lot.

@skankty 5 жыл бұрын

Great work, guys! This is really helpful, thanks a lot.

@thechisensei 5 жыл бұрын

sooooo real life experiences! all those things happens to me and finally discussed :) great questions by Ben Burns and answers / solutions by Matt! :) thanks for the awesomeness! :) more of these! ;)

@GamalEldien 5 жыл бұрын

Kindly tell me how Many times should i thank you for this Super Amazing thing! You are super amazing, i love you both toooooooooooo much. Unfortunately i could not join you, but i always Watch it Keep it up our MASTERS😍😍

@ccalo4803 3 жыл бұрын

Love the role plays guys. My biggest problem I run into often is the clients perception of my design skills now that I freelance from home after having children. I have been a Designer for 20 years working my way up to senior art director for a well known advertising agency. I hit pause to start my family and once I began working for myself from home, I get the feeling that I am not perceived at the same level. At the agency I was a senior, who's opinion was very valued. At home I am just a "graphic designer" who can draw well. If I presented a design it was "the direction" to go. From my home studio, its something pretty I have come up with and my client will continuously offer their Creative Direction. Or even when I tell people I am a designer and they realise I work from home, there is usually an unimpressed reaction. I would LOVE some direction on how to change this or if others have encountered this and what they have done.

@kumarvenu2791 3 жыл бұрын

I have learnt alot thank you very much for your mind blowing content explained about approaching the new clients and it was very useful information.expecting more videos from you.. Appreciated your work.

@maimohamed3590 5 жыл бұрын

this is a treasure, helped me a lot, thank you so much guys =)

@TalkThisOut 5 жыл бұрын

Like always, very useful!

@carlraetzsch 5 жыл бұрын

Great content, fellas! Thanks!

@jasonramolo4915 3 жыл бұрын

enjoying this very informative discussion without ads :)

@Macafotografa 3 жыл бұрын

Thank you so much for all the amazing content you gave us. I wish soon I can take the Bootcamp, at least I'm gonna try soon the membership. Warm hugs from Chile!

@thefutur 3 жыл бұрын

See you when you do. Take care Maca.

@malmoon 3 жыл бұрын

Great Guys! I just found the video now but it is really great.

@tommygee4262 5 жыл бұрын

Thanks for quality content. all true.

@wallybeng 5 жыл бұрын

Thank you for the great tips! ✨

@virginiavcr 3 жыл бұрын

This is gold

@veronicaveintimilla8478 4 жыл бұрын

I just found this! Loved it! So helpful

@tGoldenPhoenix 2 жыл бұрын

Thank you.

@katrinaruthministries 4 жыл бұрын

Great video on how to communicate to your clients

@caapr2884 3 жыл бұрын

Thank you guys great content. it has been really useful for me!

@armenberejiklian4230 5 жыл бұрын

Useful content, thanks

@SugarDad5555 4 жыл бұрын

I'm an architecture freelancer and I don't entertain clients who call. I want chats and e-mailing so that all correspondence are formal, non-verbal and can be screenshot.

@bratindas5814 3 жыл бұрын

-_-

@audreyjaimygepitan21 Жыл бұрын

Didn't know we can do this! Everyone is saying call call call.

@SugarDad5555 Жыл бұрын

@@audreyjaimygepitan21 I don't entertain them. Those people are Jurassic and should not be working online. They should hire full-time staff in their office that they can talk to all day. Usually those are White Americans, Australians, and all other Caucasians. They like calling and yakking the whole day disturbing you. They usually talk too fast with accents that are hard to understand.

@kishankumar8074 2 жыл бұрын

One piece of feedback, your black background puts me off. Thanks and best wishes

@JLOVES 5 жыл бұрын

As always... Amazing sharing-thank you, all! I love all the role plays! I have a possible future role play for you... so have you ever had a client (I’m sure we all have).... where it’s towards the very end of the project or task... delivery, actually.... and then the client just quickly asks for the deliverable to also be “popped” into a completely different format (e.g., design is structured as a letter-sized print-out... but now they’d also like a full widescreen responsive webpage for it... within five minutes... lol). In other words, when clients are completely unaware of how design or different platforms work, and then they make such a request, what would be thefutur’s approach to handling that communication? I love all of the client expectations tips. I believe I’m fairly good with communication. I do have one follow-up question but it’s too long to try to write.... maybe I’ll do a “Ask Chris Anything” video for the question.... but I’m not sure yet.... I can’t promise I’ll brave up for that anytime too soon.... 😳🧐... (trying to manage expectations here-lol!) Anyhow-thanks again.... and Matthew, hope you feel all better super quick! =) 🌟

@josesojo9769 5 жыл бұрын

ROLE PLAY ON POINT!

@josesojo9769 5 жыл бұрын

@@MatthewEncina Definitely!

@jackjohn123 3 жыл бұрын

agree, awsome

@SchmackTheScythe913 2 жыл бұрын

Hey guys, I know I'm a couple of years late with this but I also had a question based off the second roleplay. What if you had already agreed on a deadline date and revisions but the client is always late with their response? How do you make sure you stay within the scope and time frame of the work?

@princeamicable2803 6 ай бұрын

i would love to learn more

@corbinstack 5 жыл бұрын

As usual, great video. Hope you got over your cold Matthew. I have a scenario for you that I would love for you to solve via role play. I've dealt with a client who had an anger management issue. It was actually well known. So much so, that his business partner actually told me about it in the initial meeting and asked I deal with only him and not his partner. Anyway, at one point of the project the angry business partner called me out of the blue and was completely irate and irrational. I tried my best to speak calmly to him, but he continued on his rant. Maybe you can give some ideas of how to deescalate the situation, but also try to work out the problem. In my particular case, he was angry about how why the website function he wanted was missing from the website, yet from my side, it was never once mentioned in the initial scope provided by his business partner. It's obvious to point at the scope document, but when the client is on the phone and not being rational, how do you defuse this on the fly?

@ranjanaluwihare1511 2 жыл бұрын

Guys fantastic advice as always. Here’s a question, You’ve done your best & client does not respond & procrastinates, how do you approach this situ? Thankyou R.

@tampolwantedmentor 5 жыл бұрын

Awesome learned a lot keep it up

@108u9 5 жыл бұрын

Hey Futur team, would love you guys to chime in next on how to handle situations when the clients are from different departments (but equal seniority) and they eventually have different opinions about the work drafts when you present it. My experiences with this is that it appears that the different departments are often not in sync or unison with one another and often have a different agenda as it pertains to the project. Some internal politicking might also be at work here. Would you try to isolate the criticism and to look to address that specifically, even if the other departments involved don't mind it or actually like those parts of the work? Or would you have the clients figure out their differences internally and then come back to you with one conclusion/feedback (so as to not be involved in the tug of war)? How would you attempt to mitigate this early on in pre-production? If you guys tackle this, I would love to hear a deeper dive into this bringing up a range of possible techniques or perspectives on handling situations like this. I don't think there will be a single silver bullet answer to this. Many thanks!

@108u9 5 жыл бұрын

@@MatthewEncina Dope. Looking forward to the sharing.

@GamalEldien 5 жыл бұрын

Can you please make an Episode for Graphic tablets and Equipment, for me an Example Ergonomic Vertical mouse has changed my life, Somethings like these

@alexjswill 3 жыл бұрын

More roleplays please

@neilwilliams2883 5 жыл бұрын

nice one guys

@jaikumarsivalingam 3 жыл бұрын

Thank you!

@vikramsharma555 4 жыл бұрын

i love it

@nareshchennam8356 3 жыл бұрын

very helpful dude

@AicxMedina 5 жыл бұрын

At around 22:00 (role playing).. that's usually where I fall in the cracks.. especially when it comes to opening up the discussion on "money".. ending up working on it without getting paid extra. As a client.. I really give budget and ample time to those I hire. But as a designer.. that's where I end up. 😥

@jolodesiderio 5 жыл бұрын

awesome tips matt, as always! one of my biggest challenges is dealing with clients that have 0 empathy with their target users/audience so their feedback isn't really that useful and sometimes even detrimental. but at the end of the day, they provide me with the money i need to live so i can't say no to their requests. how do you deal with that situation?

@poojajagwani4244 5 жыл бұрын

Hello, How to handle if client asks to reduce the price?

@RemyMNdow 4 жыл бұрын

Spot o guys!!!

@mohamedakram1183 Жыл бұрын

Hi, please kindy advice which platform is best for packagin & graphic designer CAN get renovate works. Thanks Akram

@AustinShelby 2 жыл бұрын

6:07 Shouldn't the roles, responsibilities, and the goals of the project be defined in the contract? I have seen many videos from you guys where you put a lot of emphasis on having all of this in writing BEFORE you start the project.

@nuwaver91 4 жыл бұрын

Some months ago I missed deadlines due to my relationship and I didn't feel creative at all, no focus at all, sleepless, I just wanted to solve what was happening as if my life depended on it, ruining several new potential long term clients relationships I had because I said nothing to them and I was almost unable to work. Worries were like hands choking creativity and focus throats to me then. Should I had to say to the client what was happening in my life, how I was feeling and why work was ridiculously slowing down all of a sudden ? Or just as I did explain nothing and deliver the work with this delay because I thought it is my fault feeling so low, hitting rock bottom and none of client business ? Is there a way to get back on track with these disappointed clients ? If yes how? Thanks for your time.

@emanjewels7588 Жыл бұрын

Mr.Mathewencina, Can I know As a packaging,logo,grapic,label,posdisplay etc. designer which is the best platform is suitable.more than 10years experience in many countries.Such As HK,China,KSA,singapore Dubai etc. with many outstanding companese & brands. please kindly advice. Thanks a lot for Mr.Chris Do & Mr.Matthew

@joeygallegos 5 жыл бұрын

Does anybody know what the stream startup song is?

@mr.lorensbappymondal4292 4 жыл бұрын

Hello Sir, I am Lorens. I live in Bangladesh. I am Bangle. My English is not good. But I try it's better. I watched your many tutorials and develop my skills. But I don't understand how i create a project for online marketplace (like Graphicriver). Can you create a video for work online marketplace.