Freelancers are more prone to making a mistake much like anybody else on a job — but, since you don’t have a boss to check your work, a mistake could result in either losing a client or even poor feedback about your work on social media.
Maybe you missed a deadline or forgot part of an assignment. Regardless of the scope of the damage, you need to take immediate corrective action to prevent and curb any ill feelings arising out of a mistake that could have embarrassed a client, or worse, hindered the client’s project.
Here are 10 things to do to keep the client:
1. Apologize
Now that you have messed up, the best way to approach the situation is to be professional in handling the grievances of the client.
The first step is to deliver an authentic apology. This is only bound to work if it is sincere and has humility associated with it.
Most likely, the client will have no interest in any excuses and just wants the problem fixed immediately. However, begin explaining your case with neutral phrases and avoid the use of any inflammatory language to offend the client any further.
2. Own it
This step comes with a lesson in responsibility. Once you hold yourself responsible for the project, you will naturally tend to take the steps to fix the mess.
Being a freelancer means that some leadership qualities currently exist or will begin to sprout within you. Moreover, it takes an act of courage to own a situation that has gone south.
It can be terrifying to admit that you were wrong since it makes you vulnerable and exposes you to anger and resentment. But go ahead and do it anyways, the client will expect it and it will cement your position as a professional.
3. Make corrections
If the problem is tangible, go right into fixing it without any further delay. For example, if you have made mistakes in the writing, rework it, if you have missed a deadline then burn the midnight oil to ensure that you can get the assignment to the client immediately.
On the other hand, if the problem is more complicated, you might have to find a way to work around it. For example, if you have inadvertently hurt someone’s belief system or feelings, it will be a trickier fix.
In such cases, it is best to communicate in the sincerest manner with heartfelt apologies using an inoffensive and caring tone. Also, don’t be scared to ask the client what you can do to make the situation right.
4. Compromise
If you have committed a mistake that has actually affected the client’s business in some way, it is a severe matter and needs to be addressed immediately. For example, if they missed the product launch or the client demo was a failure, they have all the reasons to be angry with you.
The best approach would be to refund their money. This should not be in lieu of doing the work. If you intend to gain back the client’s confidence in you, go ahead and complete the work or re-do it if necessary.
If you have messed up badly, working for free, in this case, may actually work to your advantage. It might save you from losing your reputation and help in restoring the relationship with the client.
5. Manage Expectations
Managing client expectations is vital to keeping the client, for present as well as future work. It is best to clearly communicate what you can deliver currently, what can be re-worked and what are the things that need a time extension.
If the client is making an unreasonable request as a way for you to cover up your mistake, let them know about your limits and the scope of work.
At all times, be compassionate so as to understand the client requirements and offer feasible solutions. Always be transparent to strike the balance between their expectations and your capacity to deliver.
6. Have open communication
Freelancers often face the brunt of the situation when the mistake has affected the client adversely. In this case, be open to communication and allow the human being on the other end to vent, yell, shout and scream to get rid of their frustration.
After the dust has settled, aim at making peace with your client. Actively listen to what they are saying and work on building trust and mutual understanding.
Listening is a critical skill. Make it a practice to repeat, summarize and ask questions for clarifications to ensure that everyone is on the same page. Always put the client first and ask them what they want from you to rectify the situation.
7. Keep them informed
Now that you have been charged with being guilty, the best way to keep the client calm is by regular and effective communication that keeps them in the loop.
If the issue hasn’t been rectified as yet, keep the client posted with an assurance that you are working on it.
If you have identified the cause and have assessed the time needed to fix it, send them an email letting them know what steps you will be taking and the estimated time for completing each task.
In the event that your mistake is affecting your network, let other clients know about the issue. This might be tough, but it is better that it comes from you, instead of a bunch of angry clients complaining on a social network.
8. Learn from your mistakes
Apart from a few common mistakes that every new freelancer is bound to make, there could be the chance of a bigger occasional blunder.
However, growth will occur only when you have learned from your mistakes. Build on the lessons learned by implementing corrective actions in the future.
It is best to manage and organize projects by creating lists and then slowly building on these lists to constantly improve workflow. This will reduce the probability of an error creeping into your work.
Ensure that all communication is documented and keep regular backups of your work, preferably in an external hard drive or on the cloud.
9. Deliver beyond the agreement
Under promise and over deliver — that is the key to customer satisfaction and delight. Even if you were only partially responsible for the mess, the client still went through a situation that they didn’t bargain for.
As part of the damage control aim to do something that is beyond the normal working agreement. Anything you do above and beyond what was agreed upon will project you as someone who has dedication and will show that the client’s business means more to you than just the paycheck.
At times, you could have a client who is highly demanding and wants compensated work for the mistake made by you. In any event, always put the customer first. Make a genuine attempt to understand the solution desired by the client. This will help you come up with a plan of action and strategy to help them to achieve the end result.
10. Relax, you’ve done your best
Once you have followed through all the above steps, you have done all that you can to best resolve the situation at hand.
This calls for you to resume your freelancer attitude. If the client persists to be unhappy, you might want to consider terminating the relationship after all contractual agreements have been completed.
Move on and let it go. Sure, your confidence might have taken a hit, so take time to sit back and breathe and then start afresh.
You can rest assured that you did everything you could to better the situation. Take this experience as a learning lesson of not making the same mistake twice.
Perseverance is the key to freelancing
Mistakes do happen and more often than not are unintentional and unavoidable. Don’t beat yourself up over it. Follow the above steps to rectify the situation by keeping the client’s best interest in mind.
If you tackle your slip-up with compassion and grace you’ll be surprised to find that the most furious client will be willing to forgive and forget.
Everyone is prone to making a mistake, whether it’s a simple overlook or a drastic blunder. Remember to always double check your work, due dates and workload requirements.
Have you, as a freelancer, ever made a mistake when working with a client? How did you handle it?