quality vs cost

Work for Free!

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When starting out as a freelancer it is difficult to decide on what rate to charge. Very often you will not have references to prove your bona fides, repeat clients to rely on or an established name. In that case the only way to compete is on price. You can work for free, but should you?

The video below has been doing the rounds for a while and is intended to dissuade people from doing "spec work". In case you aren't familiar with the term, spec is short for speculative. A business may ask someone to do work for free on the understanding that this is a "foot in the door" and could result in more work in future or gain you exposure.

Spec work generally crops up in creative fields, although I have been asked for spec work and no one has ever described me as a creative! Watch the video and we'll talk more afterwards.

 

This topic came to me as a result of my new favourite podcast, Hello Internet. As an aside, if you have never heard of it I recommend listening, the two guys on there discuss some really interesting topics. On the most recent episode they had a fascinating discussion about this video and spec work in general. You can listen to it starting at 1:12 on episode 61.

Listening to their discussion helped clarify some thoughts that I have had on the subject. I wrote a post at the start of this blog about how to compete with low cost countries. In that post I said that you should "demonstrate your quality and the right clients at the right rates will come." I still believe that and my career is proving it as my rates continue to climb. However, while I never had to work for free at the start of my career I did work for much, much lower rates than I do now or ever had since my paper round when I was 12 years old. You can see how my hourly rate changed during 2015 in this chart:

 

Hourly Rate by Month

 

When you are starting out as a freelancer you will need to think tactically. You need to honestly and critically assess your skills; what gives you a competitive advantage over others in your field? As a fledgling writer you might come up with the following list:

  • Experience in the legal industry
  • Internship with a magazine
  • Punctual & reliable
  • Poem published on a well known website

Those are all great but one thing that will almost certainly be missing from this list is an established brand name or reputation. If you do have one of those then start celebrating; the world is your mollusc and you can feel free to charge whatever you like. If not, then you might add to the list:

  • Will work for free

I don't want to sound very cynical but I don't believe the people who made that video did it out of a sense of civic duty. I think they are established professionals who do not want young upstarts to work for free and drive down the value in the market.

I'm not saying that you should do it. I have friends who have done it and had nothing come of it. I also know people who have gained a benefit. If nothing else you should carefully consider it but be aware that it is a gamble. It's up to you whether you choose to roll the dice.

Get in touch if you would like to discuss this more.

Why Work in Customer Support?

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Who'd Work in Customer Support?

There’s this image of online customer support jobs being a poorly paid grind where you suffer through annoying/abusive customers while you try to make the day go quicker until you can either quit the job or retire old and bitter.

And I’m not going to tell you that there isn’t an element of truth in all of that; there are customers that make you want to claw your eyes out, ploughing through tickets/calls can feel like a grind, and there are customer support jobs that pay peanuts.

Mostly this image comes from businesses that don’t give a crap about customer service, to these types of companies it’s all about keeping costs low and, it seems, staff turnover high. But in the startup community (and other businesses are catching on) quality customer service is held in the highest regard.

Startups realised that improving their customer service can differentiate them from competitors and, in a world where you can copy someone else's multi million dollar app for a few hundred bucks, differentiation is hard currency.

So what does customer support look like in this brave new world?

Dollar Dollar Bill Y’all

In a survey of 60 customer service pros, done by the excellent folks over at Support Driven, the average salary was $63,688 for men and $69,591 for women; bucking the trend right? I could write a book about why I think women generally make better customer service agents but that’s for another time.

 

Customer support average earnings for men and women

 

Considering that the average salary in the US is around $26,695 and about $40,000 in the UK that’s a big step up.

And, before you say anything, this isn’t just for seasoned customer service vets that manage a team of 20 and work 70 hour weeks!

 

Customer support average earnings vs experience

 

In the same survey they looked at average salaries for different experience levels. Which showed that even as a newbie to the customer service game you’re looking at an average that again is much higher than the average wage in both the US and UK.

Customer Service Matters

It really does. I swear! Think about it from the business’ perspective. To them, as a customer service rep you have the ability to;

  • Make a sale: many startups offer a free version of their service, if you can fix a problem for a customer there’s a better chance they will then pay for that service.
  • Stop ‘em leaving: I don’t mean physically! But if a customer has a problem and you can fix it for them, then they don’t leave and that means at least another month’s subscription.
  • Get more of ‘em: exceptional customer service spreads like wildfire. If you don’t believe me check out all of the articles written about Zappos' legendary customer service. Forbes, Business Insider, and Huffington post have all written them up.

The common theme here is that as a customer support rep you’re not an employee that sucks money out of the company - which is the traditional way to think about customer service, in fact you are doing just the opposite.

That’s not all either, if a company was a human then the customer support department would be the ears, eyes and nose. You are at the forefront of change, you know what the customers are saying about the product, service and marketing. If the company you work for doesn’t take customer service suggestions seriously, then they really aren’t worth working for.

It’s a Lifestyle Choice

The companies that are looking to create customer service teams that go above and beyond don’t want employees that are faking it. They want people that are naturals. People who work in customer service because it’s what they are good at and not just a stop gap while they decide what to do with their life.

I’ll go into detail about what characteristics make for an exceptional customer support person in another article but it’s important to know it’s a two way street. Companies expect you to be yourself and in return they are offering you a lifestyle that suits you; competitive wages, flexible working hours, remote working and some great perks.

5 years ago I decided that’s what I wanted from a work/lifestyle and it’s the best choice I ever made. Get in touch with us to learn more.

 

Oli at the Pool

Working Remotely: Can I Compete Online with Low Cost Countries?

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Working Remotely: Can I Compete Online with Low Cost Countries?

This is a question I asked myself when I first entered the world of working remotely. When I saw the number of people applying for jobs at incredibly low rates of pay I wondered if there was actually any money to made. To illustrate this point I just jumped onto my Upwork account and clicked on the job at the top of my feed.

 

Upwork Proposals

 

The majority of the people in this list and others are from the Philippines. India, Bangladesh and Indonesia are close behind. In this example, the advertised hourly rates ranged between $3.33 and $6 per hour. According to this article in Forbes there are 1.3 million Filipinos on Upwork and Elance. How can you compete online with these low prices?

Price vs Quality

There is an old adage that you get what you pay for. Never has this been more true than when working remotely. I will begin this section with the caveat that I have worked with great freelancers from the Philippines and other countries mentioned. However, I have had more than a few bad encounters and so have people I know. While you may find a web developer that only charges $5 per hour there are hidden costs. English skill, cultural differences and quality of training are 3 things that stand out.

  • Copywritten articles with bizarre grammar and spellings
  • Long delays with no communication
  • A 10 bullet point specification and a product that only covers 7 of them

 

The project management triangle

 

These are all problems that I and others have had to deal with. How do you deal with them? By spending your own time and money to reiterate requirements, correct work or hire someone else to do it better. With this in mind, clients are starting to realise that spending more at the beginning saves time and money in the long run. As you can see in this Fortune article, there is an upward trend in freelancer rates as a result. Employer tend to bypass the lower end of the pay scale and choose someone in the middle of pack.

How to Compete Online

People will pay for quality. I have picked up clients over the past year who came to me specifically because they wanted a native English speaker, with great feedback and solid experience.

Once bitten, twice shy

In general they had been burned before by using cheap labour. Although they could hire someone else for a quarter of my price they knew that it is better to pay more and get things right first time. In a virtuous circle, clients recommended me to others and provided glowing feedback. This in turn led to me getting more work at higher rates. 

 

My Earnings

 

Offering a quality, professional service yields benefits. While some clients may want to get things done for the absolute cheapest price possible; these are not the kind of clients you want to build a long term relationship with. Demonstrate your quality and the right clients at the right rates will come.

This is one of the reasons that we created no9to5. We have developed our online presence and learned how to compete with low cost countries. Get in contact and we'd love to help you get started.