Have you ever been in a situation where a client was not exactly happy with your work? It may be a difficult thing to approach, but nonetheless, it is important to know how to handle this.
Having Humility
Listen, we are all humans, and none of us are perfect by any means. This also means that we are bound to make mistakes here and there which is something that we all need to learn to comfortably deal with. Making mistakes and having humility within ourselves as business owners or service providers is the first step in handling unsatisfied clients.
We’re all human, and mistakes happen. Maybe you missed a small detail, or perhaps the final look didn’t align with the client’s vision. That’s okay! The important thing is to approach the situation with humility and a willingness to improve. Clients appreciate when you acknowledge that perfection isn’t always possible and that you’re committed to making it right.
Handling Feedback and Criticism
With humility, you have to be able to take feedback and criticism well. Not every client is going to love your work or have the same opinion of it. Taking feedback and criticism with pride will show your clients that you're willing to improve and willing to listen to the people who pay for our services.
I find that the easiest way to open up to feedback and criticism is to simply ask for it. At the end of each interaction with a client, whether that be through email or in person, I always ask what they think. Some clients are definitely bolder, and more honest in their responses than others, but it is extremely helpful to have a variety of opinions. You could even create a short survey to send to clients after an interaction to get more raw feedback since the client is not pressured to do it face-to-face.
This simple practice not only reassures the client that their satisfaction is my top priority, but it also gives me a chance to address any concerns immediately. By being open to feedback, I show that I value their opinion and am willing to collaborate to ensure they’re happy.
Following Through
So, now that we have talked about making mistakes and handling criticism the next step is to follow through. What are you going to do next to show the client that you care? How are you going to “fix” their concerns if any at all?
When a client expresses dissatisfaction, one of the most important things you can do is to follow through on any promises to make things right. Whether it’s offering a touch-up, providing additional support, or simply ensuring their next experience is exceptional, demonstrating care goes a long way in repairing trust and loyalty.
Clients will ALWAYS remember how you made them feel—even after a mishap. If you handle their concerns with kindness and professionalism, you’re far more likely to turn an unhappy client into a loyal advocate for your business.
When To Draw The Line
Obviously, we all need to handle unsatisfied clients with professionalism and integrity, but at the end of the day, we are still business professionals working to make a living. While accommodating clients and their requests we also need to know where to draw the line and set boundaries.
I always like to keep a pretty firm boundary on my pricing policies and any sort of deadlines that my clients must meet to ensure that for one I get paid for my services, but so that I also have the proper time and resources to prepare for each client I book.
Overall you need to decide for yourself and for your business what boundaries you need to draw and when. Create a plan of action on what to do when these boundaries are being pushed as well. Think of how you can approach your client by either offering another compensation or simply just saying “No, I cannot go against my policies on this for reason [X, Y, Z].”