One of the worst things that can happen to you as a freelancer is getting a bad review or negative feedback from your client. It can be very traumatizing. However, they’re not the end of the world and it’s important to understand what to do after receiving one.
When you receive bad feedback, your first instinct may be to get angry and fight back. You might even consider writing your own bad review about the client. But if you have a level head and think before you act, there are some ways that you can handle it better.
Whatever the reason is, it’s important that we learn how to handle this negative feedback so that our freelance career will not be affected.
Here are 8 ways how to deal with bad client feedback:
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| Takeaways |
|---|
| 1. Set clear expectations from the beginning |
| 2. Communicate openly and regularly |
| 3. Establish boundaries and stick to them |
| 4. Document everything and have a solid contract |
| 5. Address issues promptly and professionally |
| 6. Know when to terminate a working relationship |
| 7. Protect your rights and seek legal assistance if needed |
| 8. Learn from the experience and use it to improve |
1. Analyze Your Work First
Before you take any action, analyze your work first and see if the feedback was based on facts or was it just an opinion of your client? Was it indeed bad feedback or just a misunderstanding? Maybe your client wants something else and so he said something negative about your work even if it is already perfect.
In case the problem lies within your work, then don’t get defensive and make changes immediately based on the client’s recommendations. After all, it is part of the job of a freelancer to do revisions. According to the Statista many customers has lost due to poor customer services.
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2. Don’t Take It Personally
Almost every freelancer has faced this situation when you do something good and yet receive negative criticism from your client. This situation can be very frustrating for many of us and we start to think that we are doing it wrong or that maybe we aren’t good enough for this job. But don’t worry! It isn’t about you personally. It is just about your work.
3. Respond To The Feedback Immediately
Always remember that as a freelancer, you should always respond to your client’s feedback quickly and most especially if it is bad. A quick response, it will show that you care about your clients and also their projects. With this, your client will know that they are working with someone who has all the patience in listening and understanding what they need.
Don’t procrastinate or avoid dealing with the problem. The sooner you address it, the better chance you have of reaching an amicable solution. Remember that not all negative feedback is bad; sometimes, they help us improve and deliver better services.
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4. Don’t Be Defensive Or Rude
One of the worst things you can do as a freelancer is to get defensive about client feedback. Even if you think the client is wrong, isn’t being clear, or doesn’t understand your work, it doesn’t help to get upset or angry. In fact, getting defensive could make the client even more unhappy with your work and lead them to leave you a bad review.
5. Show Empathy
Another way to respond to bad client feedback is by showing empathy. If you show the client that you understand their situation and care about it, they will feel heard and understood. It may also help them change their mind about leaving you negative feedback, especially if they realize that you are trying to help them.
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6. Take Responsibility
If something was your fault, admit it and take responsibility for it. This shows the client that you are honest about your mistakes and willing to accept them. This can make them feel more comfortable working with you in the future and less likely to leave negative feedback on your profile or
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7. Ask For More Feedback
When you receive bad feedback from clients, it’s often because they are unhappy with the quality of your work or the delivery time of your work (or both). In order to improve the quality of your work and delivery time, ask them for their suggestions on what they would have liked to see in their project instead of what they actually received. This will help you gain insight into how best to make improvements in your process and strategies.
8. Write An Apology Letter/Email
If you’ve made a mistake, the best way to fix it is to apologize. Apologizing doesn’t mean that you’re taking the blame for something that wasn’t your fault, it just means that you understand the client’s feelings and will do what you can to make sure they are satisfied.
I like to start with an apology email because it helps me get a feel for how the client is feeling and what they expect from me. If they’re really upset or angry at me, I’ll let them cool off before I actually send them anything. If they respond in a friendly manner, then I’ll go ahead and send them the apology letter as soon as they’ve calmed down.
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Final Thought
Remember that you are a freelancer and it’s okay to work and do compliments with your clients. As a freelancer, you will receive complaints often but it does not necessarily mean that your services or products are of low quality. The main point here is you should meet the needs of your clients in order to keep them satisfied.
We’ve also talked about how to understand your client. Communication is particularly important when a freelancer is hired for a job. So another important thing to do is to know your client well and make sure that you share the same idea of what you want the design to be like. How? Set up meetings, check their references, and talk! Make sure you fully communicate your needs as a freelancer and they can trust that you will do your best on their job.
Further Reading
Here are some additional resources you may find helpful for dealing with bad freelance clients:
Losing a Freelance Client: How to Manage the Situation: Discover effective strategies and tips for managing the challenging situation of losing a freelance client.
How to Deal with Difficult Clients: A Guide for Freelancers: Learn valuable insights and practical advice on how to handle difficult clients as a freelancer.
What to Do When You Lose a Freelance Client (Besides Stressing): Explore alternative approaches and proactive steps to take when faced with the loss of a freelance client.
Frequently Asked Questions
Question: What to consider when responding to bad feedback?
Answer: Always maintain professionalism at all times. Don’t get emotional or lose your cool because this will only make things worse than they already are.
Question: What if a client gives you unclear directions or sends you conflicting feedback?
Answer: Sometimes clients overthink things and don’t communicate clearly. In these cases, it’s best to ask them to clarify what they want, or to repeat directions in your own words to make sure you understand.
Question: What do you do when a client asks you to do something unethical or illegal?
Answer: Depending on what the client asks, there are several ways to answer. If the request is illegal, I would suggest declining the project and telling them that what they want to happen is against the law.
Question: What if a client wants you to work for free? Or below minimum wage?
Answer: I would calmly and professionally explain that you do not work for free. That’s it. I wouldn’t try to negotiate. Some people think that if they can just get other people to work for less than minimum wage or for free, they’ll make a ton of money and all will be well.
Question: How do I know if I have a bad client?
Answer: In my experience, there are three kinds of clients you should worry about: the ones who don’t pay, the ones who won’t communicate, and the ones who are just plain abusive.
Question: What if your client is an unresponsive jerk?
Answer: Don’t blame yourself! A client’s behavior is not your fault. You are professional; you are on time; you fulfill your promises. The problem is with them.
Question: How can you make sure they will pay you?
Answer: You may think I need to know more about this client before deciding if I should take them on as a client. It is very important that you do your homework first and finds out as much as possible about the client.
Costantine Edward is a digital marketing expert, freelance writer, and entrepreneur who helps people attain financial freedom. I’ve been working in marketing since I was 18 years old and have managed to build a successful career doing what I love.
