dealing with angry clients – a step by step guide
TRANSCRIPT
W W W . F R E E L A N C E R M A P . C O M
on how to
STEP BY STEP GUIDE
DEAL WITHANGRY CLIENTS
Let ’s face i t : No matter who you are andhow great of a job you do, there wi l l a lwaysbe mistakes.
And there wil l always be people thatcomplain.
As a freelancer , this is something you wi l lhave to deal with and how you deal with i tcan determine whether or not you retainthese people as cl ients.
Here’s how to do it r ight – step by step
FREELANCER TIPS - DEALING WITH ANGRY CLIENTS
● W W W . F R E E L A N C E R M A P . C O M● I N F O @ F R E E L A N C E R M A P . C O M ● W W W . F R E E L A N C E R M A P . C O M● I N F O @ F R E E L A N C E R M A P . C O M ● M O R E F R E E L A N C E R T I P S
Staying calm is the f i rst and most importantthing about deal ing with angry customers.
You don’t want to ref lect back their anger ,since that is unl ikely to lead to a solut ionfor either side.
Don’t write a fur ious email r ight after yousee their complaint – take a breath andactual ly try to be helpful .
01 Take a breath
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FREELANCER TIPS - DEALING WITH ANGRY CLIENTS
You cannot solve a problem withoutknowing what the problem real ly is.
So don’t make assumptions about whatyour cl ients are trying to achieve or to tel lyou.
I f there’s something you don’t understand,just ask them about i t .
02 Pay attention to whatthey have to say
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FREELANCER TIPS - DEALING WITH ANGRY CLIENTS
As I said in the beginning, everybody makesmistake.It happens.
How you deal with them is what separatesthe successful freelancers from the rest.
So don’t try to blame a cl ient for somethingyou did wrong or didn’t explain when youshould have. Admit your mistakes.
03Admit mistakes
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FREELANCER TIPS - DEALING WITH ANGRY CLIENTS
Don’t waste your cl ients’ t ime with some loftyapologies or beating around the bush.
Nobody has t ime for that.
They have a problem and either expect you tof ix i t or to reassure them that i t ’s not goingto happen again in the future.
04Avoid clichés
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FREELANCER TIPS - DEALING WITH ANGRY CLIENTS
Once you’ve identif ied the problem, i t ’s t imeto look for solutions.
The best solut ions provide alternatives. Giveyour cl ients mult iple options for deal ing withthe issue at hand and let them chose one.
05Offer solutions
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FREELANCER TIPS - DEALING WITH ANGRY CLIENTS
Don’t just react to people when they’re angry– check up on them after a couple of weekshave passed to make sure that the issue theyhad was real ly solved.
This is how you win back their trust and showthem you real ly care.
06Check up on angry clientsafter a while
● W W W . F R E E L A N C E R M A P . C O M● I N F O @ F R E E L A N C E R M A P . C O M ● W W W . F R E E L A N C E R M A P . C O M● I N F O @ F R E E L A N C E R M A P . C O M ● M O R E F R E E L A N C E R T I P S
FREELANCER TIPS - DEALING WITH ANGRY CLIENTS
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● W W W . F R E E L A N C E R M A P . C O M● I N F O @ F R E E L A N C E R M A P . C O M ● W W W . F R E E L A N C E R M A P . C O M● I N F O @ F R E E L A N C E R M A P . C O M ● M O R E F R E E L A N C E R T I P S