Elance University

Provide Services: Manage the Work

Once you have been hired by a client, you will receive a message alert notifying you that you’ve been awarded the job.  Clicking on this notification will bring you to the Terms page.

It’s a good idea to set up an initial conversation to discuss the deliverables and the schedule.  You can do this by posting messages on the Message Board or starting a real time meeting if your client is in the "online status.

During this scoping session you want to understand what is important to the client along with how your work will be evaluated. This is also an opportunity to manage expectations. You can never have requirements and specifications that are too detailed.  Ensuring expectations are well understood in the beginning sets the stage for a satisfied client down the road.  It’s always best to set expectations that you can meet or exceed; under-promise so you can over-deliver. 

For smaller jobs, summarize your discussion using the Message Board. For larger jobs, it is important to complete a Statement of Work (SOW) document. You can find a template in the “Help” section from the Elance homepage. In this document, you can specify system requirements, additional services or materials not included in the original quote, how changes to scope will be handled, and any further information you will need from your client.  Be sure to indicate any dependencies or variables up-front that will affect your delivery schedule or price. These may include receipt of payment, holidays, and speed of feedback from the client.

Once you’ve agreed upon the scope with your client, click on the “Workroom list” under the “Manage” tab to visit the job’s workroom and finalize the Terms.  From this page, you’ll see a consolidated list of your jobs.  Filter the list by “Finalizing Terms” to locate the job you’ve just been hired for.

When you finalize Terms, it’s important to create milestones to outline a delivery schedule and designate corresponding payments at different stages in the job. Milestones are a great way for you and your client to ensure the job is on track. Be realistic and factor in additional time to allow for unexpected changes. 

If there are no changes to the Terms the client has proposed, simply accept the job.  The client will then be notified to fund the first milestone.  If you update the Terms of the job, the client must first agree to the Terms, at which point they can fund the first milestone.  Now, with funds securely committed, you can now begin the work. 

If a problem arises during the job, let the client know as soon as possible. Sometimes changes to scope and the delivery schedule are unavoidable. Be sure to modify the Terms of the job in the Workroom to manage and track any changes agreed upon with the client. These include requested changes to scope or schedule from your client, or changes due to your dependencies, your client’s comments, or changes to your own work schedule such as vacations or office holidays. Always alert your client ahead of time so there will be no missed expectations.

As you work on the job, we strongly recommend using Status Reports to update your client weekly on hours worked, milestone progress, and plans for the upcoming week.  While working, it is important that you guarantee response times of 1 business day or less to any client inquiries. With both parties working remotely, delays in response times will cause undue tension between you and your client and may negatively impact the perception and feedback the client leaves at the end of the job.  

Elance Tracker, found in the “Tools” page goes hand-in-hand with the status report.  Use this tool to automatically track the time spent on your jobs while you’re working. 

Tracker integrates with Elance’s Status Report and billing systems, automatically transferring hours recorded, for quick and easy invoicing.

Checking your “Inbox” regularly is a good way to keep updated with tasks associated with your workrooms.  You can filter these notifications by Private Messages, Payments, Jobs & Proposals, Terms, Invites, and Status Reports. 

As the job develops, it is important to summarize all communication and agreements on your Message Board. This is the only unalterable, official record of your communication and serves as a central archive to which you can refer back during any renegotiations and future agreements.

Encourage feedback throughout the job by requesting continual input from the client. When you have completed the job, be sure to request final feedback. Based on your proactive communication, there should be no surprises when the client leaves you feedback that will be posted to your profile.

Close the job with an eye to future business. Make sure the client is 100% satisfied with your performance and ask to be kept in mind for future jobs. A long list of happy clients will drive future repeat business and strengthens your Elance reputation making you even more marketable to new clients.