Chris and Ben discuss how to tackle good customer service, set good terms of engagement, and when you should call a client versus email them. They also recall their business horror stories of bad design clients and recount how they dealt with horrible clients not being a good fit. Annotations -- 03:15 All businesses are based on sales and customer services 05:12 How Ben feels about receiving emails from Chris 08:28 I write short abbreviated words to close the communication gap 08:52 Ben: What does customer service mean to you? 09:56 Phone Call Test: When a client calls you, are you happy to pick it up? 10:39 Every dollar that you receive is a voucher of appreciation - Blair Enns 11:22 The way clients perceive you changes how you will perceive them. 12:04 Clear signs of bad customer service 12:38 Q: What is an acceptable time to send email replies to someone working for you? 14:46 Clean Inbox Principle 16:24 Set a tone of voice for your entire brand? 16:45 Check Tone: Never write an emotional email 17:57 Changing email tone mid-project and sending nasty emails is bad customer service 18:30 When you accept a client you have an obligation to provide excellent customer service. 19:26 Going the extra mile - Charge more to cover coverages, and give white glove service. 24:00 Canned Content Email Templates 25:58 Q: How do you get pumped up for a meeting without coming across as cocky? 27:48 Knowing when to email your client vs when to call your client 28:50 What are your macros? 30:14 Be an awesome person to work with - treat others how you would want to be treated. 33:08 You are not your work 34:35 Chris's experiences working with terrible clients 39:40 I only work well with a client that knows what they want 40:10 Ben shares his client horror story 44:00 Match and Mirror clients to convey that you are hearing them. (vocabulary, tone, pace) 47:57 Q: What if you can't afford to give a client a refund? 49:34 Q: What do you do about really friendly clients that take you for a ride? 51:35 RED FLAG: "How hard would it be to do..." 53:16 Q: How do we handle unresponsive clients? 54:45 Q: When are you going to do more web design videos? 56:25 Q: When you fire the client do you give them a 100% refund? 57:50 Q: In the case where you did not set the terms of engagement, how do you change it midway? 1:04:14 Q: Does TheFutur have an Instagram account? 1:04:28 Q: Does my pedigree/degree come up in conversation with your clients? 1:05:00 When the client calls, you are already qualified 1:07:22 Decision Maker - Specify your point of contact for final decisions. 1:08:40 Include revision counts in your SOW - statement of work 1:14:30 Q: How do you manage your time? Show References -- Burn Your Portfolio - Michael Janda Match and Mirror: Best Methods to Build Rapport - Anthony Robbins https://www.youtube.com/watch?v=dENi7K2lX4U -- Want to get your logo reviewed? Submit here: https://www.facebook.com/theFuturisHere/posts/617496581781398 Get the typography manual here: 📕 https://www.thefutur.com/design-students-build-first-portfolio-get-first-design-job/ Essential reading/book list from Chris Do. 📕 https://www.thefutur.com/essential-reading-creative-professionals-booklist/ Stop Stealing Sheep & Find Out How Type Works, Third Edition 📕 http://amzn.to/2pvpSVx _________________________________________________ Listen to the Futur podcast on iTunes: 🎙 https://itunes.apple.com/us/podcast/the-futur/id1209219220?mt=2 Android Stitcher: http://www.stitcher.com/podcast/aaron/the-futur Google Play: https://play.google.com/music/listen?u=0#/ps/Itg3hr5bs4a54w73o2toxcr4vhe Sound Cloud https://soundcloud.com/thefuturishere 🔹 HOW TO SUPPORT THE FUTUR: Purchase a Kit: https://www.thefutur.com/shop/ subscribe to the secret and private Master mind group on FB with bi-weekly webinars & exclusive videos not released anywhere else. 🔹 Music on the show from Art-list.io http://goo.gl/22VpQi 🔹 Use our Amazon Affiliate Link: http://astore.amazon.com/chrisdo-20 Buy useful design tools from Creative Market: https://creativemarket.com/?u=ChrisDo _________________________________________________ Connect with us online: 🔔 http://thefutur.com https://www.facebook.com/theFuturisHere/ https://twitter.com/thefuturishere Need brand strategy help? Visit Blind LA’s WEBSITE: http://blind.com Connect with Chris Do: https://twitter.com/theChrisDo Twitter https://www.facebook.com/BizOfDesign https://www.instagram.com/thechrisdo Credits: Executive Producer– Chris Do Host– Chris Do Director– Aaron Szekely Cinematography– Aaron Szekely Editor– Aaron Szekely, Mark Contreras, Jon Pham, Stewart Schuster Show Open– Roy Kang Futur Theme Music – Adam Sanborne http://www.adamsanborne.com Social Media Manager – Cheryl Stevens Annotations– Isaiah Nwukor Typefaces: Futura, Din Futur theme song— Adam Sanborne