Learn how to have a successful experience as an expert working with a client on the Kajabi Experts marketplace.
In this article:
Before starting a project
1. Clarify the client’s vision and goals
Do you thoroughly understand the client’s business? What about their specific vision for the project? Ask the client to fill out a Project Brief providing you with all of the information you need in order to make sure you do a great job. Also request links to their business website and social media accounts, as well as additional links to other sites or resources to help you understand their goal for the project, etc.
2. Set clear expectations for the project
Your project proposal should describe in as much detail as possible what is (and isn’t) included in the project. For example, if you’ll be creating a website for your client, specify how many pages you’ll build, what type of pages they’ll be (Home Page, Library Page, etc.), to what extent you’ll modify the page template designs and how, the amount of text content you’ll provide, the number of images, etc.
Also set clear expectations for the timing of your communications, the deliverables needed by the client, and how the invoices will be paid. Specify additional details like which file formats you’ll use for the deliverables and what will be covered in each project update.
It should be crystal clear what the client will be getting, when they’ll be getting it, and how they’ll be getting it. Putting these details into writing will prove very helpful in mitigating any misunderstandings.
3. Consider your capacity
Do you have the capacity to provide the deliverables according to the client’s requested timeline? Consider the other commitments already on your plate and how much remaining time you realistically have available. Discuss with the client what degree of flexibility or urgency they have with the timing of the project. Don’t overcommit if you’re stretched too thin; know there will always be more projects.
4. Inventory required assets
What assets will you need the client to provide before you can get started? Do you need image assets, like a company logo or a headshot? What about audio or video assets? Custom font files? A certain type of data? Financial records? Copy for the pages you’re set to build? Clarify what the client will need to provide (and when) in order for you to complete the project on time.
5. Determine what access you’ll need
What level of access will you need to the client’s Kajabi account (Assistant role, etc.)? Ask the client to provide you with your own account login credentials, and request the lowest level of access necessary to complete the project work. Never ask the client to share their personal username and password. Also consider whether you’ll need access to any additional applications or files outside of Kajabi.
During the project
1. Keep all communications on-platform
Keep all of your communications on the Experts Marketplace platform whenever possible. This is a requirement in order to keep both your Experts Marketplace account and your client’s account in good standing. Corresponding solely via the Experts Marketplace creates a single, comprehensive record of your project communications, reduces risk, and helps Kajabi mediate in the case of a dispute.
2. Create a structured communication plan
Set a regular schedule for providing progress updates and receiving feedback from your client. Depending on the length and scope of your project, this could be a daily update, a weekly update, or a bi-weekly update. Choose the timeframe that best meets your needs, but don’t overlook this important step. Ad-hoc communications can easily devolve into miscommunications and misunderstandings.
Discuss in advance what type of content you’ll provide in your project updates. Also clarify the expected timing and mechanism your client will use to provide their feedback on completed work provided. Respond promptly to all feedback, especially any remarks that indicate confusion or dissatisfaction from the client. Quickly addressing any minor issues that arise can prevent them from escalating into a major problem.
3. Build in some buffer time
Sometimes it ends up taking longer to complete a task than we originally anticipated. We’ve all been there. It’s better to build buffer time into your project timeline than to find yourself apologizing to your client for being late with a deliverable. Also consider your total workload if you have other active projects during the same timeframe. What’s a realistic timeline for the requested deliverables?
4. Adhere to an invoicing schedule
Specify the timing of your project invoices in advance and always submit them on time through the Experts Marketplace. Also clarify the due dates for the client’s payments, as well as what will happen if a payment is late. Invoicing on time and following up promptly on outstanding payments will help the financial aspect of your project run smoothly.
5. Have a plan for managing scope creep
Be sure to clarify in your proposal exactly what’s included in the project so it won’t be ambiguous whether or not an additional request from your client increases the scope. For example, if you’re writing marketing copy for your client, state how many rounds of revisions to the first draft are included in the project fee.
Also specify up front what will happen if the client later requests to expand the agreed upon scope of work. This is a common situation, and addressing how it will be handled in writing will help prevent misaligned expectations later on.
When your project ends
1. Remind your client to give you a rating and review
When a project is marked complete by the client, then both the client and the expert are prompted to give the other a rating and review in the Experts Marketplace. Encourage your client to leave you a review. Their review will be posted to your Experts profile.
Receiving positive ratings and reviews can help you connect with more clients, and will boost your visibility in the Experts Marketplace. Note that only clients you work with through the Experts Marketplace can leave you a review in the Experts Marketplace.
2. Give your client a rating and review
Also leave a rating and review for your client when your project concludes. This is a great opportunity to provide some final feedback to your client on the project experience from your perspective. Your review will also help your client connect with the best-fit experts for other types of projects in the future, and will help us manage the marketplace so that it works better for you.
3. Ask to have your account role suspended
Remind your client to suspend your access to their Kajabi account, which can be done within the Settings tab (as well as any other accounts or files) once you’re done. It’s easy for a client to forget this important step. Removing any unnecessary access after the project will help protect both you and your client from hackers and other potential data-security breaches.
4. Archive your completed project
Archive your completed Experts Marketplace projects to remove them from your dashboard and make it easier to find and focus on active opportunities. You can also archive your correspondence with any leads who don’t become clients.
5. Have a refund policy in place
If you follow these tips for a successful project, hopefully refunds won’t be an issue. But it’s essential to be prepared just in case. Have a written policy and plan for handling a situation where a client isn’t satisfied with the outcome of a project. Try to sort out any miscommunications before resorting to a refund. If you’re not able to find a better solution that’s acceptable to both parties, adhere to your written refund policy.
Still have questions? Let us know your question below to have it added to the list or reach out to firstname.lastname@example.org if you need additional assistance. Thanks for being the best part of Kajabi!