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Dealing with angry clients – a step by step guide

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Let’s face it: No matter who you are and how great of a job you do, there will always be mistakes. And there will always be people that complain. A lot. As a freelancer, this is something you will have to deal with and how you deal with it can determine whether or not you retain these people as clients. So here´s how to do it right...

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Dealing with angry clients – a step by step guide

  1. 1. WWW.FREELANCERMAP.COM on how to STEP BY STEP GUIDE DEAL WITH ANGRY CLIENTS
  2. 2. Let’s face it: No matter who you are and how great of a job you do, there will always be mistakes. And there will always be people that complain. As a freelancer, this is something you will have to deal with and how you deal with it can determine whether or not you retain these people as clients. Here’s how to do it right – step by step FREELANCER TIPS - DEALING WITH ANGRY CLIENTS ● WWW.FREELANCERMAP.COM● INFO@FREELANCERMAP.COM ● WWW.FREELANCERMAP.COM● INFO@FREELANCERMAP.COM ● MORE FREELANCER TIPS
  3. 3. Staying calm is the first and most important thing about dealing with angry customers. You don’t want to reflect back their anger, since that is unlikely to lead to a solution for either side. Don’t write a furious email right after you see their complaint – take a breath and actually try to be helpful. 01Take a breath ● WWW.FREELANCERMAP.COM● INFO@FREELANCERMAP.COM ● WWW.FREELANCERMAP.COM● INFO@FREELANCERMAP.COM ● MORE FREELANCER TIPS FREELANCER TIPS - DEALING WITH ANGRY CLIENTS
  4. 4. You cannot solve a problem without knowing what the problem really is. So don’t make assumptions about what your clients are trying to achieve or to tell you. If there’s something you don’t understand, just ask them about it. 02Pay attention to what they have to say ● WWW.FREELANCERMAP.COM● INFO@FREELANCERMAP.COM ● WWW.FREELANCERMAP.COM● INFO@FREELANCERMAP.COM ● MORE FREELANCER TIPS FREELANCER TIPS - DEALING WITH ANGRY CLIENTS
  5. 5. As I said in the beginning, everybody makes mistake.It happens. How you deal with them is what separates the successful freelancers from the rest. So don’t try to blame a client for something you did wrong or didn’t explain when you should have. Admit your mistakes. 03Admit mistakes ● WWW.FREELANCERMAP.COM● INFO@FREELANCERMAP.COM ● WWW.FREELANCERMAP.COM● INFO@FREELANCERMAP.COM ● MORE FREELANCER TIPS FREELANCER TIPS - DEALING WITH ANGRY CLIENTS
  6. 6. Don’t waste your clients’ time with some lofty apologies or beating around the bush. Nobody has time for that. They have a problem and either expect you to fix it or to reassure them that it’s not going to happen again in the future. 04Avoid clichés ● WWW.FREELANCERMAP.COM● INFO@FREELANCERMAP.COM ● WWW.FREELANCERMAP.COM● INFO@FREELANCERMAP.COM ● MORE FREELANCER TIPS FREELANCER TIPS - DEALING WITH ANGRY CLIENTS
  7. 7. Once you’ve identified the problem, it’s time to look for solutions. The best solutions provide alternatives. Give your clients multiple options for dealing with the issue at hand and let them chose one. 05Offer solutions ● WWW.FREELANCERMAP.COM● INFO@FREELANCERMAP.COM ● WWW.FREELANCERMAP.COM● INFO@FREELANCERMAP.COM ● MORE FREELANCER TIPS FREELANCER TIPS - DEALING WITH ANGRY CLIENTS
  8. 8. Don’t just react to people when they’re angry – check up on them after a couple of weeks have passed to make sure that the issue they had was really solved. This is how you win back their trust and show them you really care. 06Check up on angry clients after a while ● WWW.FREELANCERMAP.COM● INFO@FREELANCERMAP.COM ● WWW.FREELANCERMAP.COM● INFO@FREELANCERMAP.COM ● MORE FREELANCER TIPS FREELANCER TIPS - DEALING WITH ANGRY CLIENTS
  9. 9. Natalia Campaña Valencia International Affairs Email: info@freelancermap.com Phone: +49-911-37750286 Contact details: Get the latest IT news and freelancer tips by following us on: Find further freelance tips here: freelancermap blog ● WWW.FREELANCERMAP.COM● INFO@FREELANCERMAP.COM ● WWW.FREELANCERMAP.COM● INFO@FREELANCERMAP.COM ● MORE FREELANCER TIPS

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