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...

1. WWW.FREELANCERMAP.COM
on how to
STEP BY STEP GUIDE
DEAL WITH
ANGRY CLIENTS

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
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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
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FREELANCER TIPS - DEALING WITH ANGRY CLIENTS

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
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FREELANCER TIPS - DEALING WITH ANGRY CLIENTS

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
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FREELANCER TIPS - DEALING WITH ANGRY CLIENTS

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
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FREELANCER TIPS - DEALING WITH ANGRY CLIENTS

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
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FREELANCER TIPS - DEALING WITH ANGRY CLIENTS

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
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FREELANCER TIPS - DEALING WITH ANGRY CLIENTS

9. Natalia Campaña Valencia
International Affairs
Email: info@freelancermap.com
Phone: +49-911-37750286
Contact details:
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