And speaking of signal values – yep, they are important for effective customer retention.
It is somewhat in the word – signalvalues. Signals are valuable, and they matter more than you might first think.
In order to maximize the effect of signal values, it can be advantageous to:
- Avoid invoicing small things that may look, well, small on the invoice
- Spend extra time and energy on good, energetic and polite communication
It can send a bad signal if you write emails, phone calls and customer meetings on the invoice. The customer may think that it is not value-creating work for them, and therefore not worth the money - even if it is time that you, as freelancer could have spent making money, and thus time you should in principle invoice.
If meetings, emails, phone calls and communication/coordination generally take over, you must have a conversation with the customer about it. As far as possible, however, you should avoid invoicing communication with the customer if you want to prioritize the permanent collaboration.
As we have covered, the customer must be able to feel that you are there for them. This means concretely that you must respond quickly and be sharp and precise when you communicate something.
If you can save the customer an explanatory email because you have everything under control from the start, you have saved the customer a small extra task – and the small tasks add up in the long run!