Freelancers want to keep clients. It’s a lot easier to retain clients than to find a new one. Unfortunately some just turn into a bad client and you need to get rid.
Though sometimes clients are just angry and you just need to develop a strategy to deal with this.
In this blog, you’ll learn how to deal with angry clients and the 5 signs of bad clients that you should be aware of.
How To Handle An Angry Client
There will be times when you get clients that’s just downright angry. Unfortunately, this is just part and parcel of running a freelance business. Here are some tips on how you can handle an angry clients.
- Acknowledge their anger
- Show that you’re taking their anger seriously
- Have patience whilst they are expressing why they’re angry
- Ask questions to get down to the root of their anger
- Start talking about solutions to the problem at hand
- Agree on a workable timeframe the solution can be done in
- Make it clear how you will ensure that the issue doesn’t arise again so they’re left with confidence in you
When talking to angry clients, a lot of what they are saying is just them venting. In this process of them venting they can say hurtful things.
Here are some of the things that you don’t want to be saying.
What To Not Say To An Angry Clients
At times over your freelance career, you will get angry clients. There are many reasons why, but you should not be focusing so much here. Instead, focus on resolving the issue at hand.
So here is what you shouldn’t say and avoid any further distress.
- Can you wait a moment?
- Sorry, but…
- Calm down
- It wasn’t my fault
- To be honest
Saying anything from the list above will just further antagonize them. Instead, listen to them and suggest to do something different or fix whatever is wrong.
Fix whatever wrong at no further cost and in a good timeframe that’ll please clients.
5 Signs To Look Out For In Bad Clients
As a freelancer you want to be hanging to clients for as long as possible as it’s harder to get new clients than to retain an existing clients.
Acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.
Although, here are 5 signs you should start thinking of firing a bad client.
1 You’re silently suffering and creating an exit plan
A big red warning light should be flashing when you’re feeling like this.
You have a client who at the start you loved working with. But now you’re not enjoying the work and dreading each time you get an email from them with more work to do.
If you’re feeling like this, it’s not because they’re a bad client but the relationship has met its end at your side.
So you can end the relationship amicably, recommend another freelancer to take over.
#2 Client is costing you money
When you start a project everything is agreed but then this happens. They just need this extra bit added to the project.
Even though you’re just adding a little bit, it becomes a slippery slope.
Eventually, the client is adding a bit here, and there constantly. Resulting in this extra bit is costing you more time
You now have a bad client on your hands and you have to resolve this issue promptly. Explaining why they have to stick to the agreed scope of work and not keep adding to it.
#3 Client isn’t showing you respect for your time
As a freelancer working online you’re able to work with clients from all across the globe.
Although with this comes the issue of not being in the same time zone.
If you don’t arrange times at the start of when you’re free for phone calls and emails this can result in a bad client.
#4 You don’t want to do the work
Sometimes you can get a client who you start off doing a specific task. But then the client assumes you can automatically adapt that skill to something else.
Yes, you can adapt. But you need to undertake some sort of training so you can deliver the results.
Although a bad client would expect you to deliver results like you’ve been doing it for years.
#5 Client doesn’t respect the scope of the project
Not respecting the amount of time and support you need to get the project done.
Sometimes, you can get a client that wants a project done in a fraction of the time it would normally take.
In A Nutshell,
Freelancers find it easier to retain clients than to find a new one. But if you find yourself with a bad apple, then these are the clear signs you should get rid. Though if they are just angry you can just diffuse the situation and reclaim your happy client.