Questions to clients are not “optional” to address once the freelancer has taken the time to ask them in the first place. Would you agree?
I decided to write this article as I see a tendency in clients who choose to ignore the questions they have been asked and that’s not good – neither for them, nor for their projects.
Freelancers choose their clients, too.
It’s no coincidence I believe that the freelance interview is for both client and freelancer to decide if they want to work with the other party.
Being a freelancer has nothing to do with being desperate for work and being ready to work under any and all circumstances with anyone and everyone. Clients should understand that as everything else, freelancer-client relationship and collaboration is a two-way path.
The fact that a client has invited me to an interview for a project doesn’t mean I will accept their offer on the spot and work with them, starting tomorrow. I have my work schedule and interests, you know. As discussed before, I also have my work principles and when I ask questions (and I do, a lot!), I expect answers so I can make an informed decision.
The way clients react to freelancers’ questions speaks a lot about their integrity as clients.
I understand clients have busy schedules. What saddens me is that clients often don’t realize that freelancers do, too. It happens sometimes that I ask questions to clients related to their business, niche, project goals, duration, etc. and I get a short reply like “Find me on Skype to discuss”.
First, I won’t waste my time in discussing a project which I don’t want to be involved in. And if you don’t address my questions, I won’t know if I am or am not interested in it. I prefer to read your answers in my own time and decide if i want to speak further with you or not.
Second, I don’t go to a freelance interview (or any Skype meeting for that matter) with no preparation whatsoever. And if you don’t address my questions, I have no idea who you are, what you do, or what you want and expect from me.
Third, I don’t appreciate the attitude and notion that I should get running toward you the moment I hear back from you with your Skype ID and no further details about my questions, time and date for a possible meeting, etc. This implies you expect me to be on Skype all day long looking for you or worse, waiting for you to come so we can further discuss. I can add this to the list of red flags how to spot bad client.
Ignore my questions related to the project and future collaboration, and you can be sure you lost me for good as a team member.
Last but not least, the way questions to clients get addressed tells enough about the communication skills.
It’s unprofessional and arrogant to ignore the questions you’ve been asked. This is valid for both freelancers and clients. Here are 2 sample cases.
I am a freelancer. I ask some questions to my future client to find out more about their business and project. My questions get ignored and never answered. What level of communication can I expect? If I proceed with this client, do I really think I will get objective feedback in timely manner for my work, if hired? Do I really think if I need more information during the project I will get it in timely manner and to the level I need it to do my job as agreed? I don’t think so…
I am a client. I have asked a few questions in my job post and have specifically pointed out that the answers to my questions are the initial filter of candidates. The freelancers who apply don’t answer my questions but leave those for the Skype interview. What does this tell me for their ability to follow instructions? What does the lack of answers tell me about their interest and professional attitude? Do I really expect timely reports and feedback about the status of my project, if I hire any of the freelancers who didn’t bother to address my initial questions?
I have other, additional questions for the Skype interview. But if I don’t get the answers to my initial questions in your freelance cover letter, you can be sure you will never make it to the Skype interview. It’s that simple.
Bottom line: do ask questions and do answer the questions asked, always.
Well, only if you want to continue the negotiations for possible cooperation, of course. It doesn’t really matter if you are a client or a freelancer – the question is always a question and if not else, it’s unprofessional to simply ignore it and pretend it was never asked.
When a client fails to answer your questions once, give them a second chance. Explain politely why you asked those questions and how the answers are important to you and will help you both moving forward. But when they fail to address your questions multiple times, move on – probably it isn’t worth it to work with them anyway. Poor communication has failed is share of projects.
Not replying to questions is one of the most frustrating aspects of any communication be it freelance or even just a professor in school or your landlord. I understand people are busy, but with smart phones and the ability to check and reply to email on the go, how hard can it be to reply to even the simplest question?!
Thanks for your comment, Mary! In this specific case, when those are project and work related questions, i am not sure if addressing the questions on mobile is a good idea as usually those require some thought and we don’t always have the focus while on the go. The point isn’t just to give ANY answer to the questions but quality and meaningful answers, right? But yes, overall – answering questions is a must if we are to start a successful collaboration 😀
You are so right on with this post. There are many times that in order to assist a client you need to ask questions. I find it extremely unprofessional when a potential client will not give the courtesy of responding. I have created a PDF that I send to potential clients before our first consultation to explain some of the questions I will have and why they are important. 🙂
Nice tactic to have a readily available PDF to send out, Susan! And it’s even more frustrating when you have asked specific questions, valid for specifically this potential client and project – you obviously spent the time thinking it through and figuring out how YOU will be useful for THEIR project… not answering is just straight forward stupid (sorry for judgmental tone but this is a major problem indeed :D) Thanks for stopping by!
Diana – Unanswered questions can be the most frustrating part of working with clients. In order to provide the best possible service for our clients we need to be able to get answers to our questions. You are absolutely right that we too chose our clients. An a client should want a person who wants to dive in and really get to know their business.
right, I agree, Elizabeth! And i just thought about something else, too. It is so unfair – when they ask questions and for some reason we don’t answer (insufficient info to give a good answer, or some other valid reason) – they get all worked up and angry why we need more info to address the question. And in the same time, they just ignore ours. Less clients are like that now than before but still, it’s annoying when i see a client who thinks i am less than them, or i am obligated to something only because they are the one that will be paying for my services and not the other way around. Is there some kind of broken link in perception or what?! Thanks for stopping by!
You made many good points in this post, Diana. I agree with you that communication MUST be a two-way street. It simply MUST. If not, then bye, crappy client! 🙂
I am glad we are on the same page, Lorraine – thanks for stopping by and for your continuous support!
Absolutely agree, I think many people think that if they are giving the money they have the power to do what they want. It doesn’t occur to many people that if it’s a difficult fit it’s not worth a freelancer’s time – and probably lose money from turning away better clients
Well said, Joanne! The losing money aspect is often overseen indeed and many clients don’t even see freelancer’s time that way. Thanks for the addition!
It definitely sends out warning flags to me if questions go unanswered. Regardless of whether I’m the client or the supplier it’s a good indicator of the challenges that will be in the working relationship. It definitely shows two traits that have never been part of a good partnership, ignorance and arrogance.
Thanks for stopping by, Debra! If i may add to the “ignorance and arrogance” part also condescending attitude… 😀
I agree. I hate when people don’t answer my questions. I want to know something specific so please answer. It’s annoying if I have to ask the same question twice.
I am glad we are on the same page, Krystle, thanks for stopping by!
Like Susan, I am toying with a survey for potential editing clients to take so I know more about their drafts. One of my biggest pet peeves are how people ignore questions posed in emails. It’s right there, in writing!!!
hahaha, right there in writing – spot on, Jeri! In those cases, i like to say something like – “as i asked in my previous email…” and then i copy-paste the questions which didn’t get their fair share of answers. Hope it is a wake up call for them more often than not 😉
Unanswered questions ten to send red flags. What are you hiding, and am I going to be implicated, should i write an article about your product which might be deemed as clandestine? Also, why do clients expect us to drool like Pavlov’s dogs, every time they dangle a carrot under our noses? To me, they need our services, more than we need them. My thoughts. Blessings.
Thanks for you comment, Parrillaturi! This is right spot on – “they need our services, more than we need them.” While it is not always black and white and there’s always 2 sides of the coin, it is a big failure for clients to think freelancers cannot say “no” to work… The sooner they realize it, the better for both their business and mutual success of both clients and freelancers. Thanks for stopping by!