I have experienced both positive and negative methods of communication with clients.
I am a freelance proofreader providing services to my clients, whether they be independent (indie) authors or project managers for publishers of non-fiction and children’s books, to ensure books are published to a high standard.
Tall Tartan Talks here … How can we as freelancers and clients communicate clearly and work wisely for everyone’s benefit?
Consider these ways of communicating to foster and maintain good working relationships:
- Setting expectations
- Arranging contracts, including quoting, scheduling, and receiving payments
- Querying and queries
- Caring.
Setting expectations
Establish clear communication channels by agreeing on the preferred methods of communication and setting expectations for response times.
Provide clear and concise instructions by being specific about your deadlines and deliverables. Avoid ambiguity and provide all necessary information upfront.
Use regular emails as check-ins to ask and answer questions and address any concerns. Respond promptly to emails.
Arranging contracts
Quoting
Has the book been sent so the freelancer can provide a quote? I have found that indie authors ask me for a quote without sending evidence of the content … It is essential to know the scope of work involved.
With publisher clients it is my experience is that I won’t see the material to be proofread until the agreed start date and that I will be offered a fixed project fee. In that case I need to ensure that the number of hours I proofread for is tracked and calculated with efficiency tools used to maximum effect. Other publishers may differ.
When the material arrives, I ensure the brief is complete and nothing is missing. Then I confirm delivery.
With indie authors, I provide a clear and comprehensive contract. You could use a template for your T&Cs, although email is regarded as a legal agreement and can be used instead.
A well-defined contract outlines the project scope, timeline, payment terms, and termination clauses. Both sides are aware of completion dates and deadlines. It protects both the freelancer and the client and ensures clear expectations.
Scheduling
If an indie author is booked in with me several months in advance, I will send them provisional dates of starting and completing the proofread of their book. Confirmation is made by email and a deposit paid to book that slot in my schedule. There is clarity with little room for misunderstanding.
If a project is behind schedule, all parties should inform each other so that there is full transparency. Then rescheduling can take place to the availability of all involved.
Receiving payment
Payment arrangements can be on an hourly basis, 50% deposit, complete payment upfront, or, in my experience of publishers, upon completion.
Publishers tend to have payment terms of 30 days or more after presentation of the invoice.
I require indie authors to pay upfront for smaller projects, say a children’s book of less than 1,000 words. For larger books I require a 50% deposit.
Through experience I have learnt to ask for payment upfront from indie authors before I release the completed proofread files. You may think the client should see the work before paying. But I learnt, after an experience with a non-payer, they could get away with not paying once they had my files. The client had paid the deposit which had lulled me into a feeling of trust. I discovered that it was misplaced trust as they turned out to be less than honest.
Clients who make prompt payments help to build trust with integrity.
Querying and queries
Maintain and encourage open and honest communication by encouraging questioning. Be receptive to input and address any issues promptly. Creating an environment where all feel comfortable asking questions without hesitation fosters trust and collaboration.
Anticipate potential questions and provide relevant information. This minimises delays and ensures all concerned have the necessary context.
Provide clear explanations of queries and additional resources if needed. If I have a query about inconsistencies when they first appear in the manuscript, I will make a note on the style sheet and be alert if they appear elsewhere. If a style appears haphazardly, I add it to my list of queries to alert the author / publisher. I always start politely when writing a query in the Comment box with ‘I suggest …’.
See my related blog post: What is a good question?
Caring
Be polite, pleasant and patient in your communications.
Build a positive relationship by treating each other with respect and professionalism. Foster a collaborative environment where all parties feel valued and appreciated.
The client could show appreciation by acknowledging the freelancer’s efforts and contributions. Perhaps express gratitude for their work. Even provide a testimonial for the freelancer’s website to share on social media. This shows an affirmation that working together was a pleasure.
Lacking communication
Recently I have experienced ‘ghosting’. That is, a potential client emails asking for my proofreading services. I reply with a quote. Then silence. No reply. Not even a ‘Thank you but I won’t need your services as I have found someone else.’ Other edibuddies confirm I am not alone.
Perhaps clients are short of time? Perhaps my email has gone into their spam?
It’s hard waiting for a response and blocking provisional time in my schedule for a project that may, or may not, be confirmed. They may have asked more than one proofreader …
Developing a strong relationship with trust
By using these methods of communicating clearly, you establish strong relationships ensuring efficiency and integrity. Mutual respect is fostered. Plus, hopefully, repeat work!
Sprinkling publishing confidence,
Annie
Further reading
Blog post: What are the signs of a good listener?
Contacting
Email me to check my availability for proofreading non-fiction and children’s books.
Subscribing
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