Sometimes, you should let them see you sweat

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Seth Godin said something I’ve mentioned before. He said there are two ways to provide your service. The first way is “with drama”. Let the client see how hard you’re working. Make a big deal about all the additional effort you’re expending on their behalf.

In other words, let them see you sweat.

The other way: “Without drama. Make it look effortless.”

Godin says both ways can work and you should choose the approach depending on the client and the situation.

I agree that both approaches are viable but there’s a third option. You can let the client know you’re working hard for them or giving them extra effort or value without being dramatic.

If you’re providing extra services or other freebies, for example, list them on your invoice followed by a “courtesy credit” or other indication that you’re not charging for those extras.

You can also provide invoices with lots of details about your work instead of the more typical invoice that omits most of the details. Let them see all that you did behind the scenes to get the job done.

You can also involve them in the natural drama of the matter by sending regular reports about your work and progress and by cc’ing them on correspondence. When you speak to them, you can use body language and tone of voice to provide subtle clues about the magnitude of your effort, no sweating required.

At the end of the day, you want clients to know that what you do is hard but you have it under control.

Invoices that get paid

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