How Tos

How To Respond To Complaints & Negative Feedback From Clients (+ Examples)

how to respond to clients

When talking about freelancing, most people immediately think of easy work.

Over-exaggerated YouTube videos and Instagram lifestyle posts make it seem like freelancing is all about counting money while relaxing on a beach.

But, the truth is, things don’t always go according to plan.

Sometimes (or most of the time) clients come screaming at you with criticism or negative feedback.

Whether you’re a veteran freelancer or beginner, it’s always better to be prepared to work with such angry clients.

In this post, I’m sharing a few tips you can use to respond to negative feedback from clients and criticism.

Practice Patience

practice patience

Patience is something you must learn to master as a freelancer.

If you’re short-tempered or get offended easily, your chances of retaining clients and working with clients on long-term projects will be very low.

A good rule you can follow when responding to an angry client email is to take a short break.

If you’ve received an email from a client criticizing your work, asking for more changes, or rejecting your suggestions, don’t respond to it right away.

Let that email sit for a day and reply to it tomorrow.

It’s easy to get offended whenever someone offers negative feedback. In fact, it’s in our human nature. So if you respond instantly, it will be an emotional response.

When you take some time off to process the feedback you’ll begin to realize what went wrong. And find better words to respond to the client in a more calm manner.

Here’s a simple example email you can send to a client’s complaint:

Hi John,

I apologize for delivering this unfinished. After taking some time to analyze your feedback I’ve realized that there are some areas I could have improved. I will go through these changes and fix the issues ASAP.

I appreciate you for taking the time to review my work. As a thank you, I will do these improvements at no additional charge.

Best regards,

Jane.

Step Into Your Client’s Shoes

step into client's shoes

Of course, as a freelancer, you’re always doing your best to deliver great work. But, sometimes it will seem like the clients don’t realize how hard you work.

If you feel this way, try to step into your client’s shoes and look at things from their perspective.

For example, a client who works with multiple freelancers will have to scan through a lot of files. This can sometimes cause anger and irritation. Especially when other freelancers perform poorly. And the client would unknowingly direct that anger and frustration towards you.

Also, remember that your client knows what they want (most of the time) and it’s your job to deliver your work to meet their expectations.

If your client is not satisfied with your work, try responding with a message like this:

Hi John,

I apologize if my work doesn’t meet your requirements. I gave your feedback some thought and found a few new ways to improve the project. I think doing X, Y, and Z would enhance this project immensely.

Please let me know what you think. Or, if you have any ideas on how to improve, I’m always open to suggestions.

Thanks,

Jane.

Ask For Specifics

ask for specifics

There are different kinds of clients out there. Some clients are more experienced and know exactly how they want a design or article to look like.

Most others, however, pretend to know everything. These clients will often send you complaints or negative feedback that doesn’t really make sense.

On such occasions, the best thing you can do is to ask for more details.

Hi John,

I’m sorry that you’re not satisfied with my work. I’m not quite clear about the feedback you’ve provided. Could you share more specifics and explain how exactly you would suggests me to improve the project?

Thanks,

Jane.

This method actually works great for disarming angry clients as well. Because sometimes clients get angry without realizing why they’re angry.

And when you ask for details they will think twice about what they were asking and realize they were angry for no reason.

Be Mindful & Stay Professional

be mindful and professional

Last, but not least, always stay professional no matter how terrible the client is.

The client might lose their temper but you’re the professional. You should always be more mindful of how you respond to criticism and rejection.

If a client gives you negative feedback even when you haven’t done anything wrong, always keep your calm and respond kindly. Because you’ll never know what they’re going through.

And if all hope is lost and there’s no way to work with this client, you can always cut ties with them.

Hi John,

I apologize if my work failed to meet your standards. I’ve put my best efforts into delivering this work to you. So I’m not sure what else I can do to improve it.

Maybe I’m not the right person for this project. If you’d like I can recommend you a few other freelancers that might be a better fit for you.

Let me know what you think.

Best regards,

Jane.

This shows that you have integrity and that you’re not willing to bend to a client’s will. After such a response, the client will often calm down and try to work through the problems with you.

In Conclusion

There are always more ways you can handle terrible clients. And, keep in mind, that kindness is always the best way to respond to anger.

Having said that, if a client keeps complaining and asking for more changes all the time, it’s time to ditch them. There are lots of great clients out there.

 

Image credits Freepik.com

Did you find this article useful? Then you should check out my book Freelance Like A Pro. It includes 21 lessons and 5 secrets from my freelance career to help you supercharge your journey as a freelancer. Click here to learn more.

Roshan Perera
Roshan Jerad Perera is a freelance writer, blogger, and founder of FreelancingHacks.com. His main goal is to help others get started in freelancing and guide them toward a successful career and financial freedom.
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