Why it's important to follow up with clients after project delivery
Project completion does not mean the end of the client relationship for many freelancers, web developers, designers, and small agencies.
For many of them, the final project delivery is usually the last step in the communication.
But this is also the perfect time to follow up with clients.
Following up with clients after delivery can help you to identify the problems, get valuable feedback, ask for a client testimonial, get referrals, and generate new opportunities.
What is client follow-up
Client follow-up is the act of reaching out to a client after the completion of the project, delivery of the service, or the project milestone completion.
A follow-up message can be quite simple – you may ask the client whether everything works properly, whether he/she needs some assistance or advice, or whether he/she is satisfied with the project experience.
Your aim is not to disturb the client; it is rather the continuation of the relationship and demonstration of your interest in the result even after getting the payment.
- Client follow-up helps you to identify problems
There are cases when the client is unhappy, but he/she doesn't say anything to you. He/She either doesn't know how to describe the problem or he/she thinks that the problem cannot be solved.
The message which you send a couple of days after the delivery gives the client comfortable possibility to mention some questions or problems with the project.
For example:
Hi [Name], I just wanted to check whether everything is working well after the project delivery. Do you need some explanations or do you want me to make any changes?
Such a client follow-up can help you to prevent small problems from turning into the big complaints. Moreover, it shows your professionalism and responsibility.
- Client follow-up helps you to get real testimonials
Testimonials are important for potential customers who want to know what is like to work with you.
However, many freelancers are embarrassed to ask for reviews. They usually wait too much or hope that their client writes a review without asking him/her.
The best time to ask a client to provide you with a testimonial is after he/she has got the time to experience the result of the project.
A good request for a review should be personal and not pushy:
Now that you've had some time with the completed project, would you feel comfortable sharing a short testimonial about your experience?
Real review doesn't have to sound perfect. Your future clients will find the honest review more useful than the generic five-star sentence.
- Client follow-up can create repeat business
A completed project can give you a chance to offer further services to your client. The client may need updates or maintenance, redesigning, content creation or any other kind of service from you.
However, the client may be busy, he/she may need your help, but doesn't contact you.
The follow-up message keeps the communication channel open:
I wanted to check whether you need any updates or maintenance for the website. If you need another project, I'll be glad to help you.
It is not the hard sell; it is a reminder that you are here.
- Client follow-up can generate referrals
Your satisfied client may know some other businesses that require your service. However, he/she may not think about referring you to someone unless you ask for that.
The referral request can be included in the next follow-up message:
If you know someone who needs help with his/her website, please, introduce us. I'll be happy to talk with him/her.
The request for the referral should be natural and should be made after you've offered value. Otherwise, the immediate referral request will embarrass your client.
- The process of follow-up saves your time
Many freelancers know the importance of the client follow-up process but still don't make it. They rely on memory or notes or use calendar reminders, and the message is usually sent late or is never sent.
The simple follow-up process after the project completion can make your work consistent:
After 3 days: send friendly project check-in After 7 days: ask for feedback or a testimonial After 21 days: ask for referrals, updates, and future projects
The timing may be changed depending on the project, but having a repeatable process is better than sending messages only when you remember.
How to follow up without annoying clients
The good client follow-up process is useful, personal and respectful.
Follow these guidelines:
Keep the message short; Give each message one purpose; Mention the specific project or its result; Do not send too many messages; Make every message easy to answer; Stop contacting the client if he/she asks you to.
The client follow-up is not about sending more emails. It is about sending the right message at the right time.
Final thoughts
The relationship with the client shouldn't be finished with the project completion. Good client follow-up process can help you to keep the trust, solve problems, get testimonials, earn referrals and create repeat business.
For freelancers and small agencies, such client follow-up processes can become an essential tool for long-term growth. You don't need any complicated systems. You need only the way to remember what to send and when to send it.
PingLoops was designed for this exact post-project workflow. It can help you to organize client follow-ups, testimonial requests and repeat-work opportunities in one place.
Ready to improve your client follow-up process? Create your first follow-up with PingLoops.