Client satisfaction is one of the top priorities of every freelancer. When a freelancer provides services to his clients, he naturally has a goal that he can fully satisfy his clients with his work. But it is often seen that despite giving the highest effort, the clients are not satisfied with the service. They may ask you to redo the whole thing, or you may want to redo a specific part of the job. Again in some cases, the client is so unsatisfied that he does not even want to make the payment. I don't want to read any freelancer in such a situation. Honestly, such things happen to many people all the time. But there are many, especially those who are new, who can't decide how to handle clients in such a situation. The impact of which later fell on their careers. So today I will share for everyone how freelancing should handle unsatisfied clients. I hope everyone will read the whole article carefully.
Who are unsatisfied clients and why do they need to be handled properly?
Clients are basically those who take various services from freelancers for a certain amount of money. For example: graphic design, digital marketing, web design, etc. related services. The main source of income in the freelancing sector is through providing services to these clients Those who are happy with this service are called Satisfied Clients Satisfied clients are generally repeat clients.
Unsatisfied clients, on the other hand, are clients who are unhappy or unsatisfied with the services they receive from freelancers. They may not have the quality of the service up to the mark and sometimes some parts of the service do not meet their needs.
In my opinion, it is not uncommon to find clients of this type. However, if these clients are not dealt with properly, then you may have to face various problems. For example, we all know the importance of repeat client or ideal client in freelancing business. Now if the client is not satisfied with the service for any reason and if you can't handle the matter properly, then this client will not come to take the service from you again. Not only that, these clients will not even recommend you to their acquaintances. This will increase the possibility of reducing the number of clients. So you understand how important it is to handle unsatisfied clients properly in order to survive in the freelancing sector.
How to handle those who are not satisfied with the service?
As I said before, many times even after trying my best, satisfaction does not come from the client. Freelancers have to accept this at the beginning of their career. Because what seems perfect to you may seem imperfect to clients. Because the definition of perfection is different for every human being. So it is more important to focus on how to solve the problem without worrying about why the client is not happy with the service. So now we will talk about the most important part of today's article. That's exactly how a freelancer can handle an unsatisfied client.
In my opinion, when a client informs that he is not happy with the service, the most important thing at that moment is to stay calm and keep a cool head. Never warm up when you hear that the client did not like the service. Because it is both rude and unprofessional. Instead, try to communicate with him as calmly as possible. Politically admit your mistake. This will help you understand exactly where the client's problem is. It is often the case that something new can be learned from the client's dissociation. So, considering all aspects, it can be said without any doubt, it is better not to talk to the client with warm head. So take some time before talking to the client, it will be possible to communicate effectively.
I think it is necessary to talk about another issue just to talk about effective communication. That is, there are many freelancers who do not want to discuss in detail with their unsatisfied clients exactly where the problem is with the service they provide. This is a big mistake. Because if you do not discuss with the client in detail, but at the end of the day you will not be able to provide better service. That's why you should always try phone-calls, video calls or e-mails - whichever way you communicate, discuss exactly where the problem is and where it needs to be revised.
After talking to the client and when it is clear that the service provided to him is exactly where the revision is needed, start working accordingly. In this case, if you do revision work without additional fee, then you can do it. There are many freelancers who do revision work for the services they provide without any additional fees. If you have provided the service yourself, you can revise and re-deliver according to the client's demand without any additional fee.
But if it happens that the work will be much more complicated to give the revision as per the demand of the client or you do not do the revision work without additional fee, then inform the client about it in advance. So that he is aware of making this extra payment. It is best if you can do this through a return document. You can also inform the client by e-mail or phone call.
Then don't forget to take feedback from the client by revising and delivering as per the demand. Always remember, feedback is very important in freelancing. Just as positive feedback helps increase work motivation, so too can negative feedback. So you must take feedback from the client
I would like to say one thing about dealing with unsatisfied clients.
That is, once the client has been revised and the service has been re-delivered, but if the client repeatedly asks for a revision, then it should be fairly certain that he is not interested in taking the service in any way. In that case, if you want, you can refund a part of his payment if it is in your freelancing business policy. And if the amount paid is non-refundable, you must also inform the client. This will not create any misunderstanding and the matter will end without any hassle.
So that was today's discussion about handling unsatisfied clients. I would like to say to the new and old two types of freelancers, if you face this kind of situation, never question your skills or feel less skilled than other freelancers. Remember, people make mistakes. And you can learn something new from every mistake. They are successful in life who can learn something from their mistakes. So if the client is not happy with the quality of your service, consider it as a learning opportunity. Try to develop yourself more. You will see that as your skills develop at the end of the day, you will also be able to increase the growth of your business.