Here are 5 tips to deal with negative client feedback as a freelancer.

Don’t react immediately

Firstly, don’t react immediately.

What you first read may need further review and assessment before you can internalize and take in what is being communicated. Give yourself time to take emotion out of the equation and look at the feedback objectively.

Don’t take it personally, either. It’s not a reflection on you as a person. It just means that the client is dissatisfied with some aspect of the work. While you may feel disappointed or emotionally triggered, make sure you are calm and composed when you respond to ensure you come across as professional.

Respond promptly, but make sure you’ve taken any negative reaction out of your response. In other words, don’t be reactive. It’s better to offer a simple apology (even if you feel you are not at fault) so the client understands that you are taking their concerns seriously and want to resolve the issue to their satisfaction.

Read or listen to the feedback carefully

What you perceive as negative feedback might be constructive criticism and an excellent opportunity to learn and grow. 

Reframe any feedback as a tool for growth. 

Don’t allow perceived negative feedback on one aspect of your work to cloud the rest. It might just need a quick tweak rather than a full-blown overhaul. 

View the feedback from your client’s perspective. What is really being communicated here? Do they have a valid point? Is there some other part of the project that has had an impact (such as an unclear brief or misunderstanding of terms)? What is the real problem here?

Identifying the root cause of the problem is key to understanding and resolving the issue.

Get on a call and go through each point

If you can, it’s a good idea to get on a call to go through each point.  

For example, if you are a copywriter, you could go through the copy together to get further feedback and direction on specific points. Ask questions. It might be simply a change in tone or overall message that is needed. 

Make good notes of all the issues raised and communicate how you will address them and when. The key here is to keep open communication with your client and resolve the issue as promptly and professionally as possible.

Be proactive and take action.

Look at it objectively and learn from it

Most freelancers experience negative client feedback at some point or another or, at the very least, are asked for revisions to their work (assuming they offer revisions). It’s all part of the learning path and, if taken on board and used effectively, can be an excellent tool for personal and business growth.

You’ll also be in a better position to put in processes to mitigate it happening in the future.

At the end of the day, if you feel really strongly that the client is wrong, you can only give your professional advice.

It’s up to the client what they do with it.

Prevent it from happening in the future

You can aim to prevent this kind of feedback by ensuring both parties know what to expect before the project commences by detailing it in your freelance written client proposal and client agreements.

You should also go through your processes with your client as part of your client onboarding, which should also iron out any potential misunderstandings.

Take a look at your marketing communications; for example, on your website, are you signalling that you can do something that’s not really in your wheelhouse and, therefore, unwittingly setting unrealistic client expectations?

Finally, acting on and resolving negative client feedback that goes beyond client satisfaction is an excellent way to build trust and retain long-term and recurring clients.

All the above should go toward your client satisfaction protocols to ensure future projects run smoothly and to everyone’s satisfaction.

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