Why I Offer Unlimited Revisions to My Clients
Note: The original version of this post said that I told potential clients that I offered unlimited revisions. However, after thinking about it, I realized that I don’t use those words, which I do think makes a difference. I have updated the post to reflect my actual words.
Yes, I know that some of you are going to disagree with this post. I know I’m in the minority for this opinion. And I’m okay with that. But since it has worked well for my business, I thought I would share about what I do when it comes to revisions and why it works for me.
In no way am I talking about endless revision cycles or letting your clients change their mind so its a completely different project than you agreed upon and have you spend 47 hours working on a piece. That a totally different scenario. I am also not suggesting that you be a sitting duck when it comes to revisions and I highly recommend taking proactive steps to avoid revisions that will explain in a minute.
But as a business owner, I believe in 100-percent customer satisfaction. I charge top tier rates for my services and I want my customers to be happy with what I produce. And if they aren’t happy, then I personally believe that I should work until they are happy. No, until they are thrilled. If I am not hitting it out of the park and we go to a third round of revisions, then I don’t think that they should be charged for that extra round of revisions.
How I Typically Explain This to My Clients
On a getting-to-know-you call (which was over video since my client was overseas) with a potential client last week, the client said, “I’m assuming that you offer one round of revisions as part of your price and anything beyond that is extra…?”
I gave them my standard response: “Actually, I really want you to be happy with my work and my policy is to work on a project until you are happy. However, if there is a change of scope from what we agree on in the beginning, then that is a totally different issue and I will want to have separate conversation.”
The client gave me a big smile and said, “Oh, good. That’s exactly how I run my agency and love working with freelancers who have the same attitude. And I totally understand about the change in scope. I always have a conversation with my clients when they do that to me.”
But I don’t just leave it there. I never do.
I then always say something to the effect of “That being said, there are a few things I’ve learned over the years that really reduce the amount of revisions and make both of our lives easier.”
The client nodded and said he was open to anything that reduced revisions since they were time consuming for him as well. I explain that I want to create an outline, get a sample of the tone and have everyone signing off on the finished piece to review both the outline and first draft. During the call, I position this politely as my terms for working together. Check out this article for more details on these strategies for reducing the number of revisions.
How this Has Positively Impacted My Business
I honestly think that my revision policy has been a big factor in growing my business and landing gigs. New clients like my response and feel like they are bringing on a team player who takes personal pride in their work. And existing clients know that I want them to be satisfied with the piece. It works. And it works well.
And the few times that I’ve had to have the “outside the scope” conversation, it goes very well and the client has always agreed to extra money. I think this is partly because they know that I will go the extra mile when it’s something that I’ve done – not meeting their expectations – and they are more than willing to play ball the same way. I also think that the fact that I very carefully screen my clients plays into this as well. So clients that are jerks don’t usually make it into my to-do list.
Yes, I know that this policy is against the norm. And yes I know the two-revision rule works for many clients. But I feel strongly that the secret to running a successful freelance business is to build your business in a way that feels authentic to you. For me, having an unlimited revision policy feels right. It makes me feel good about my business and tends to attract the type of clients that have a similar viewpoint. It isn’t as much about how you handle revisions, but running your business in a way that works before for you.
How do you handle revisions? Are there any ways you run your business that work for you that are different than other freelancers?
Love your approach, Jennifer. A question: when you are providing revisions, how do you identify if the scope is changing? Is there a particular moment that defines it, or is it in hindsight, when you realize you’ve gone beyond the original agreement that you halt and have the conversation? I’m imagining it could get murky.
I actually have a pretty clear cut test and it doesn’t get murky. If I start to wonder if its crossed the line, then I mentally write a project description of the project in its current state – subject, audience, etc. If it is not the same than the originally project description then it’s a scope change. Honestly, it’s usually pretty crystal clear when something is a scope change. It just feels like a different project.
Jennifer this was so helpful. I am going to use this from now on. I think it will make me write a better first draft too! I have been implementing outlines but why did getting them approved go over my head. i think I ave even read this somewhere in your blog before, too. Ugh. Mental note made now,
I have to say that getting the outlines approved has been one of the smartest things I have ever done. I really think it saves SO MUCH time. And increases my client satisfaction. I also think that it makes me sound even more professional and experienced during the intitial phone call because I am presenting best practices so I am already bringing value to the project.
I recieved this email from a reader that I thought was worth sharing
I’m glad you differentiated between unlimited revisions and not allowing them to change the scope without a price increase. I’ve found that the clients who want unlimited revisions and endless phone calls usually don’t know what they want up front, so I will end up writing many versions of the same thing over time, until they see what they want and figure it out. That’s fine if they’re willing to pay for that, but many want this service at a cut rate. I can’t do that. For a lower rate, I will charge what I feel is fair to them and to me, but I need to limit the revisions. I tell clients that it works best if they’ve done the work up front to figure out what they want, so I can give it to them early. I trust in my ability to do that – as long as they are clear what they’re looking for. If they haven’t done this, I’m going to have to charge more because I can’t afford to be at their beck and call as they figure out what they want. Of course I don’t word it this way. But this is what I’ve learned in working with some clients.
I just had a client ask me to rewrite a 200 word infographic because they wanted to go in a different direction. The 200 words ballooned into 380 (with all new research – several hours of research), and then wanted even more added. The client was a step removed (I was working with a content agency), and the editor never told me up front that this client required multiple rounds of rewrites. I would never have taken the work for $200 if that was the case. I told them to take me off that client list for the future. They wouldn’t give me more money for changing the scope. That’s a client and agency who doesn’t respect the writer.”
I totally agree with you. And your post made me realize that I actually misquoted myself in the article. I don’t tell clients that I offer unlimited revisions but instead say that I don’t have a set number of revisions because I have a policy of working until everyone is thrilled. I think that is an important distinction.
And I totally agree about clients not knowing what they want. I only take clients that have a very clearly defined idea of what they want or are paying me for strategy. Honestly, I have found that doing an outline is the best defense against that. And I do it for every project now, even when a client doesn’t ask, I always ask them if I can becuase I think it saves time and increases their satisfaction. I won’t leave home without it.
Very insightful column, Jennifer! Thanks for your detailed description of what you’ve done and how it has worked for you.
The whole revisions/scope creep issue is a tough one to navigate, but you’ve offered some terrific approaches to keep things clear for both writer and client. I usually follow the “one-revision” rule, but this gives me suggestions for ways that might work better, especially with new clients.
I think that it has to fit with your personality and whatever feels authentic for you. I am a pleaser and so this really fits with me. And it’s one of the differitiators that I bring. Yours might be different, but I think it’s important to know what you bring to the table that’s different. I know that this is very different than most writers say as best practice so i wanted to share.
I actually find that the scope creep isn’t hard to manage. I really think it’s because I heavily screen my clients and only take clients that I really like and are a fit for me. Every time the scope creep has become an issue, the client agrees to pay more.
Thanks for sharing this practice–it’s a really interesting approach, and one that I think could apply to my business too! Like you, I want the client to be thrilled by each and every project we work on together. And I try very hard to make sure that we are on the same page ahead of time, using the practices you mention (most importantly, having everyone sign off on an outline). Usually this means that the client has no or minimal revisions–so offering unlimited revisions wouldn’t be a problem. And in the very rare cases that a client has consistently had trouble communicating with me about what it is they want, a scenario that tends to lead to endless revisions, I have let them know that we are not a good match and have suggested that they will be happier with another writer. There is really no reason that I couldn’t offer unlimited revisions too. And as you’ve explained, I think that is a really nice gesture that emphasizes to the client how much you value their happiness!
Hi Jennifer, I simply enjoy reading your blogs. I love your work and vacation strategies as well. Your insight over how we all should balance the both is commendable. I’m writing to you ’cause I seek guidance. I am a freelancer too and struggle to find authentic clients on online freelance websites. Please recommend me some reputed website where I can approach potential clientele.