As a freelancer, your main goal is to satisfy your clients. Even though you think the work you’ve produced is the best it can be, sometimes your clients may not agree with you. This can lead to tension in the relationship, and even worse, a bad reputation or loss of money.
The key to handling negative feedback is being able to accept that it’s not personal. You need to take a step back, listen to your client and try to see things from their point of view. If they’re unhappy with your product, they’ll be more likely to come back and give you another chance if they feel like you’ve been listening and are willing to work on it together.
Don’t let someone else’s opinion of your work get you down. Here are a few tips on how to handle negative feedback professionally as a freelancer:
| Takeaways |
|---|
| 1. Listen Actively: Take the time to understand your clients’ specific concerns and feedback about your work. Actively listening shows that you value their opinions and are willing to address their issues. |
| 2. Stay Professional: Remain composed and professional in your interactions, even when faced with negative feedback. Responding with a calm and respectful demeanor can help defuse tense situations. |
| 3. Seek Clarification: If clients express dissatisfaction, ask for specific feedback to gain a clearer understanding of their expectations. This can provide valuable insights to improve your work. |
| 4. Offer Solutions: Provide alternative solutions or revisions to address any issues raised by the client. Being proactive in finding resolutions shows your commitment to delivering quality work. |
| 5. Manage Expectations: Set clear expectations from the outset of the project, including scope, deliverables, and timelines. Transparent communication can help prevent misunderstandings and dissatisfaction. |
| 6. Foster Communication: Maintain open and regular communication with clients throughout the project. Keeping them informed of progress and updates can build trust and rapport. |
| 7. Learn and Improve: Use feedback, both positive and negative, as an opportunity to learn and grow as a freelancer. Embrace constructive criticism to enhance your skills and services. |
| 8. Stay Resilient: Freelancing comes with challenges, including dealing with client dissatisfaction. Stay resilient, learn from setbacks, and use them as stepping stones toward success. |
1. Thanks For The Feedback
Whenever a client dislikes my work, I like to take the time to thank them for their input. It’s important to remember that clients are experts in their own industry, and if they’re unhappy with your work, it’s probably because they see something you don’t.
The next step is to establish what we agree on. If there’s a specific part of my project that the client dislikes, I’ll ask them what they feel is wrong with it. So long as they’re willing to explain in a constructive way, this helps me understand how I can improve my work going forward.
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2. I’m Sorry You Feel That Way
If you made a mistake on your client’s project, be sure to apologize for it as soon as possible — even if it wasn’t your fault! Clients hate being left in the dark and need to know when your project will be back on track. Be as specific as possible when you tell them what’s wrong and how/when you’ll fix it. They’ll appreciate your honesty and you’ll likely win back their trust!
3. I’m Glad You Brought This Up Early
When I get feedback on my work early on in the project, I use it as an opportunity to let my client know that I’m happy they brought this up now because we still have lots of time to make changes.
I also let them know that if something comes up in the future, it’s best to raise it with me immediately so we can address it sooner rather than later.
4. You Can Always Walk Me Through The Changes
If a client is struggling to communicate their thoughts and concerns, they can always screen share with me and walk me through the changes that they want to see.
I work in Adobe Illustrator. So if I am struggling to understand what a client wants, then I will share my screen and let them draw on top of my design. This is a great way for clients to communicate what they want to see. It’s easier for them to just grab my mouse and say “move this here” instead of trying to explain what they want with text.
5. I’m Happy To Make Revisions For You
I let my clients know that I’m happy to make revisions for them, regardless of what they think about the work that I’ve done for them so far. I try not to be defensive about it because I know it’s not personal — as long as my client feels confident in what they’re paying for, that’s all that matters.
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6. I Want To Make Sure You’re Happy With The Work
It’s always good when your client knows that your goal is their happiness, not your ego. By letting them know how important their satisfaction is, you can reduce any tension that may be building up during the conversation.
7. I’m Happy To Answer Any Questions You Have
Sometimes clients just need more information before moving forward. If a client does have questions about why you made certain decisions or what a feature does, be open and willing to answer those questions. That way, you can make sure everyone is on the same page and working towards the same goal.
8. Let’s Talk About What Didn’t Work For You
I’m happy to hear what you’d like to see changed, but I’d also love to discuss why this one didn’t work for you. Sometimes it’s not as easy as flipping a switch and making something better—usually, we need a little bit more information about what the exact problem is before we can get to the solution.
9. Is There Anything Else We Need To Consider?
Sometimes clients can be too busy or overwhelmed to consider everything that might affect their project—particularly if it’s something new for them. It’s important for them to think about all possibilities when it comes time for revisions, so I always ask if there’s anything else we should be considering at this point in time.
10. Do You Have Any Questions Or Concerns About The Process So Far?
Sometimes clients aren’t sure how to phrase their concerns or questions, and they’ll wait until they’re dissatisfied with the results before speaking up. Then they’ll blame you for “not doing what they asked,” even though they never voiced their concerns in the first place. By asking questions like this one, I’m encouraging them to be upfront about any reservations they might have.
11. Do You Feel Comfortable With This Timeline?
In my early days as a freelancer, I often set unrealistic timelines without realizing it (or without admitting it). And while some deadlines were met with little problem, others had to be pushed back because of circumstances beyond my control—causing the client to feel frustrated and angry. In order to prevent these types of situations from happening again, I now make sure that my clients are comfortable
12. How Can I Improve?
This question is very similar to the last one, but it allows me to get more specific feedback from my client. If they say “I don’t like this particular section,” then I know exactly where I need to make changes. If they say “it doesn’t flow well,” then I can brainstorm solutions for how to improve the flow of the article or design piece.
After asking my client why they don’t like the work, I follow up by asking them how we can improve it. If a client is not happy with the work you’ve submitted, it’s because it doesn’t align with what they had in mind for their business/project/event/etc. Now it’s up to you as the creative professional to find out exactly what it is that doesn’t match up and make changes accordingly.
13. Can I Ask Why?
Sometimes clients are so quick to say that they don’t like a design that it seems like they’re not even giving it a chance. When this happens, I like to ask them why they don’t like it. This question tends to open up a dialogue where I can understand what’s bothering them about the design and work towards making the necessary adjustments.
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14. Could You Show Me Some Examples?
Sometimes my clients have a hard time articulating their vision in words alone, so I’ll invite them to provide me with some examples of designs or websites that appeal to them more than what I’ve sent over. With these examples in hand, I can work towards creating something similar for them. This is the most effective way to ensure that I’m delivering their vision, and it takes the guesswork out of trying to imagine what they’re looking for.
15. Let Me Work On It Some More
If you’re just starting out, this might be your main response to a client who doesn’t like your work. You may not know why they don’t like it and need some time to figure it out. Sometimes when I get this type of feedback, I can see immediately what I would change if the client wasn’t so vague. Other times, though, I need to take a step back and think about it for a while.
16. Could You Be More Specific?
Sometimes when a client tells me they don’t like something about the design, I have no idea what they’re talking about. They’ll say things like “I just don’t like it” or “It’s not quite right.” What exactly is wrong? Can we narrow it down? Are they having trouble with the colors or the layout? Or did they completely misunderstand the concept?
17. I’ll Take Your Feedback Into Consideration
If you’re not sure what exactly is wrong with the work, this is a great way to let clients know that their feedback is important to you. And it buys you some time while they’re thinking about how they’d like to proceed.
18. Let Me See What I Can Do To Make This Work For You
This is a great line that shows clients that you’re willing to work with them on any problems they have with the work, and it lets them know that you’re invested in making sure they’re happy with it in the end. Try using this one when things get tense during a discussion about the project’s problems.
19. I’ll Be Happy To Send You A Refund & Stop Work Immediately
This is a very straightforward approach: if clients aren’t happy with your work, you may want to stop working with them altogether. If this happens early on in the process (before you’ve completed the work) then sending them a refund may be enough to smooth things over and keep their business. If it happens later on in the process, then you might want to consider keeping all or some of their money
20. What Can I Change To Make You Happy?
If you’ve already made revisions based on previous feedback, it can be tempting to tell a client that you’ve already made changes and don’t feel like doing anything else. But if that’s your first response, you’re going to look unprofessional and antagonistic. Instead, show the client that you’re willing to work with them until they’re satisfied with the work.
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21. I Can Do More Than One Revision
If you think one change is going to help, tell your client that you can do more than one revision on the work if that’s what it takes to make them happy. That will likely help them feel more comfortable working with you, knowing they have some wiggle room with you.
22. I’m Unfamiliar With What You’re Asking For
If a client asks for something you’re not familiar with, say so. I once had a client ask me to use a certain type of font in their design, only to find out that it wasn’t a font at all — it was a totally custom design they got from another designer that didn’t come with the editable files. Being upfront about unfamiliarity can save both of you time and frustration.
23. It’s Not In My Wheelhouse
If someone asks for something that isn’t within your skillset or interests, don’t be afraid to say so and refer them to someone who can help. They may not like hearing this, but it’s better for them (and for you) than having someone who’s out of their depth trying to deliver what they need!
24. Would You Like To Speak About It?
Sometimes just talking through the issue can help. It gives you an opportunity to ask more questions and get more specific feedback from the client before making any changes or revisions. Freelancing is a business relationship; sometimes having business conversations can really help clarify things between you and your clients.
25. I’ll Take A Look And Get Back To You
If the client doesn’t like your work, it’s important to take a step back and analyze the situation before you respond. If you’re unsure of what exactly is wrong with the work, this is a great way to let clients know that their feedback is important to you. And it buys you some time while they’re thinking about how they’d like to proceed.
26. Let’s Set Up A Meeting To Discuss This Further
If the client’s feedback is confusing or vague, or if there are other issues involved in the situation, schedule a meeting so that you can discuss the problem together in person (or via Skype/Google Hangout) and get on the same page so that you can move forward.
27. Thank You For Taking The Time To Provide This Useful Feedback
Thank you for taking the time to provide this useful feedback. I’m sorry that I did not meet your expectations with this project, and I would like to take the opportunity to understand more about what went wrong.
Could you please tell me more about what led to your decision? If there are specific elements of the deliverable that don’t align with your vision, we can work together to revise it and make sure we’re on the same page.
I’d like to better understand how I can improve my services in the future. Please let me know if you have any further questions or comments.
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28. Thanks For This Opportunity To Grow As A Professional
Thank you for giving me the opportunity to work with you on this project. I’m sorry that we weren’t able to come up with something you were completely satisfied with, but I hope you feel that I put in my best effort.
I try to learn something new from every project and every client, and I will use your feedback to improve how I work in the future. This experience has helped me understand what really matters to you as a client, and it will help me make sure that my next project is more aligned with what you’re looking for.
Final Thought
If a potential client doesn’t like your work, don’t take it personally. Most freelancers have gone through the same thing at least once before. However, it’s important to take everything into consideration before you decide to walk away from a project. It may not be in your best interest to follow through with this particular client, but that doesn’t mean that you can’t get another job with them or another referral from them in the future.
Further Reading
What to Do When Your Client Hates the Work: Explore actionable steps to address client dissatisfaction and turn negative feedback into a positive outcome.
Tips for Encouraging Repeat Business as a Freelancer: Learn valuable tips and strategies to build lasting relationships with clients and increase the likelihood of repeat projects.
How to Handle Unresponsive Freelancers: Discover effective ways to handle situations when freelancers become unresponsive, ensuring smoother project management.
Likely Asked Questions
Why can’t I have all of this?
One thing you have to understand about clients is that there are those who know what they want. They might not necessarily know how to achieve it, but they know what they want. This kind of client will often make requests for things which aren’t technically possible or practical.
How can you respond to them?
It is not easy to answer that question because every situation is different. You need to take into account many factors such as your relationship with the client, the contract terms and conditions, project timeline, and the most important one: how valuable this client is for your business.
What do you say to clients who don’t like your work?
I’d ask them what they didn’t like. Is it the style? The color palette? Perhaps they aren’t sure how to explain it but they just know something isn’t right and they need to change a few things. I’m ok with changing bits and bobs and trying out different things as long as we’re not talking about changing the whole concept.
How do you handle a client that wants you to start over from scratch?
I’ll try to understand why they want me to start over, sometimes it’s because of a simple misunderstanding and our visions of the project are not aligned. In that case, we simply have a conversation where we talk through the concept more and iron out any misunderstandings.
If their reasons for wanting me to start over are valid, then I’ll accommodate them as best I can within my contract terms. But if it turns out that they actually don’t like my style then there’s nothing much I can do about that and it would be best for both parties if we part ways.
What are my options if I don’t like the work?
When you receive your final deliverable, you have the right to request up to 3 revisions at no additional charge. If we’re unable to come to a resolution after those revisions, we will issue a full refund of your payment.
What if I decide I don’t want to work with you anymore?
If you decide to cancel your project, you must submit your cancellation request in writing via email. You can cancel at any time during our working relationship and receive a full refund of all payments made before that point in the project. However, cancellation requests submitted within 7 days of their scheduled completion date will not be eligible for a refund.
Why do you charge so much?
I do not charge per hour because it benefits both of us if I work quickly and charge per project, instead of taking my time and charging more.”
How can I trust that you won’t disappear on me?
A signed contract will give us both the security we need to move forward with this project.
Do you have other examples of your work?
Of course! Please check out my portfolio at www.example.com/portfolio to see if there is something similar to what you’re looking for. If not, let me know and I’ll be happy to create something just for you.
How long does it take for me to receive the final files?
Most projects take between 1-3 days from start to finish with revisions included in that time frame (unless otherwise noted).
Clients Who Don’t Like Your Work: The Best Response?
If your client says they don’t like your work, the first thing to do is remain calm, professional, and friendly. You never know what their real reasons are for not liking your work — it could be a matter of opinion, or they might be trying to get away with paying you less.
I am a content writer, and I love what I do! Writing makes me feel like the words are flowing through my fingers, and then onto the keyboard, like magic. My experience as a writer has taught me that writing makes me feel good, as well as helps others to feel better too!