We are going to change things up a bit today, and speak to the freelance professional on Six Sigma’s Voice of the Customer (VOC) tool and providing excellent customer service.
If you’re a freelancer, your client is the person who gives you projects. Whether you’re a virtual assistant or a developer, those who contract or subcontract work to you are your clients.
Clients are critical to a freelancer’s business. They have specific needs, and it is your responsibility to find out what your clients’ needs are.
Types of Customers
External: These are individuals who pay for your product or services and who are outside of your business.
Internal: These are colleagues; for freelancers, it would be a business that uses your services on an ongoing basis. They could be a small business that subcontracts work to you.
Regulatory: Any government agency that has specific standards. It is up to you to make sure you abide by those standards.
Sources for Voice of the Customer Feedback
Internal and External Data: Existing data, like product returns, or any company information; perhaps industry experts, competitors or any other data.
Research Methods: Conduct interviews, surveys or focus groups.
Listening to Others: Any customer feedback or observations.
For freelancers, gathering voice of the customer feedback from clients may be a bit more casual, but just as important. While a regular business follows a protocol to gather feedback, and uses set sources to obtain what that business (aka your customer) expects from you, freelancers need to pay close attention to those colleagues and individuals who send work. Treat all your customers like gold, because they are. They are the reason you have a business.
Want to learn more about the VOC tool in Six Sigma? For more information on our courses or services, please visit 6sigma.com.