June 27, 2015 at 18:06Customer Relations
Of course, it happens that the work is done, but the result of the customer is not satisfied. This can happen to anyone. In this case, whether you are a beginner or an experienced freelancer, you should not immediately take everything into your own account.
As part of the care of freelancers, we offer some recommendations on how to stay in touch with the customer. To many lovers of criticism, they may seem commonplace, yes ... they are commonplace, but they work. We hope they will help many protect themselves from unnecessary worries, avoid conflict situations and maintain a reputation.
Be calm and steady.After receiving a notice from the customer that the work done does not suit him, take a deep breath, exhale ... and do not rush to answer him anything! He is interested in the result, and not you, perhaps agreeing, you did not understand each other correctly. Set aside the answer for 15-20 minutes. Emotions will recede, and you can figure it out and agree calmly.
It is pointless to argue. As well as proving their case. And this is also not of interest to the customer, because he believes that "he (the Client) is always right." If you want to ruin the relationship, start to sort it out. Communicate in the language of a professional, demonstrating competence. Do not lose your temper due to someone else's temper. Offer the customer also to be restrained and calmly explain what is not suitable. People are different, but you have an exclusively business relationship.
Find out the reasons for dissatisfaction. Remaining polite and calm, figure out what exactly is wrong for your opponent and what he would like to change. To prevent this situation from happening again, find out in detail the form in which the final result will satisfy its high requirements. In the future, negotiate and solve everything to the smallest detail “on the shore”. Well, it’s understandable, you shouldn’t get angry when the client asks you to redo the work.
Correct - reputation is more expensive. Since your understanding of the final result was not achieved immediately, then be prepared to spend a little more time on alterations so as not to lose credibility and reputation. It makes no sense to look for the extreme, it will lead to nothing. Show how well you can communicate and find an approach to people. Working alone, psychological skillsjust necessary. By redoing, you will only once again demonstrate your high level of professionalism.
Learn a lesson from everything. Any situation is an experience. Next time, prepare all the necessary questions in advance. The goals of creating the material, what needs to be emphasized, etc., try not to miss every detail. They all should help you maximize your understanding of what result will satisfy the customer so that you do not have to redo the work done. Thus, you save your nerves and save time for yourself, as well as for the customer.
Be careful in advance.To learn, you do not have to make mistakes. In the work of a freelancer, as in any other type of activity, there are risks. Listen, look closely, notice, try to find out from others, determine for yourself how the customer may not be reliable and not respectable. Protect yourself in advance.
Do not undertake to carry out test tasks. Yes, almost every freelancer goes through test tasks. But why do this if for example a servicethrough which you work, verified you and provides an opportunity to place portfolio and materials from previous works in your profile? This allows anyone to get acquainted with these materials and determine for themselves whether your style is suitable for him, the topics in which you work, and more. If, despite this, you are asked to do something as a test, then you should not agree and waste your time and nerves.
Specify dates and volumes in advance.All the features and details of the order, the moments associated with its implementation, of course, must be discussed and clarified before you begin work. Perhaps, you need to prepare a brief in advance, and first ask the customer to fill it out, and then, additionally discuss together, which is the ideal end result. Speak the volume of work and the timing of their implementation. Get specific dates, not abstract frames. This will allow you to plan your time and structure your work. And the customer himself will know when he will definitely get the result.
Ask for a prepayment. Nothing bad if that is your prerequisite. Prepayment can be either full or partial. Depending on which project, it can be divided into parts ( Scrum) Moreover, the traditional payment scheme for each iteration is 50% before and 50% after. And without receiving payment for the sprint - do not proceed to the next. If the customer is a responsible and decent person, is interested in cooperating with you, then unlike a fraudster, he will agree. Having a good reputation is an occasion to accept your terms.
Do not show the source. The customer may ask to see the material in order to coordinate the working moments, this is normal. But if, without paying for the order, he asks for the source, then this is a signal that you are being cunning and trying to deceive. Answer politely that you can send the source only after paying for the order, as agreed.
Appreciate yourself.Regardless of whether you are an experienced freelancer or a beginner, you have every right to agree to work under those conditions under which there will be no fraud. Adhere to your established criteria by which you agree to cooperate. Sometimes you can give up the principles, but only with trusted customers who have proven themselves from good sides. To risk or not, you choose. Understand everyone - and be successful!
As part of the care of freelancers, we offer some recommendations on how to stay in touch with the customer. To many lovers of criticism, they may seem commonplace, yes ... they are commonplace, but they work. We hope they will help many protect themselves from unnecessary worries, avoid conflict situations and maintain a reputation.
Be calm and steady.After receiving a notice from the customer that the work done does not suit him, take a deep breath, exhale ... and do not rush to answer him anything! He is interested in the result, and not you, perhaps agreeing, you did not understand each other correctly. Set aside the answer for 15-20 minutes. Emotions will recede, and you can figure it out and agree calmly.
It is pointless to argue. As well as proving their case. And this is also not of interest to the customer, because he believes that "he (the Client) is always right." If you want to ruin the relationship, start to sort it out. Communicate in the language of a professional, demonstrating competence. Do not lose your temper due to someone else's temper. Offer the customer also to be restrained and calmly explain what is not suitable. People are different, but you have an exclusively business relationship.
Find out the reasons for dissatisfaction. Remaining polite and calm, figure out what exactly is wrong for your opponent and what he would like to change. To prevent this situation from happening again, find out in detail the form in which the final result will satisfy its high requirements. In the future, negotiate and solve everything to the smallest detail “on the shore”. Well, it’s understandable, you shouldn’t get angry when the client asks you to redo the work.
Correct - reputation is more expensive. Since your understanding of the final result was not achieved immediately, then be prepared to spend a little more time on alterations so as not to lose credibility and reputation. It makes no sense to look for the extreme, it will lead to nothing. Show how well you can communicate and find an approach to people. Working alone, psychological skillsjust necessary. By redoing, you will only once again demonstrate your high level of professionalism.
Learn a lesson from everything. Any situation is an experience. Next time, prepare all the necessary questions in advance. The goals of creating the material, what needs to be emphasized, etc., try not to miss every detail. They all should help you maximize your understanding of what result will satisfy the customer so that you do not have to redo the work done. Thus, you save your nerves and save time for yourself, as well as for the customer.
Be careful in advance.To learn, you do not have to make mistakes. In the work of a freelancer, as in any other type of activity, there are risks. Listen, look closely, notice, try to find out from others, determine for yourself how the customer may not be reliable and not respectable. Protect yourself in advance.
Do not undertake to carry out test tasks. Yes, almost every freelancer goes through test tasks. But why do this if for example a servicethrough which you work, verified you and provides an opportunity to place portfolio and materials from previous works in your profile? This allows anyone to get acquainted with these materials and determine for themselves whether your style is suitable for him, the topics in which you work, and more. If, despite this, you are asked to do something as a test, then you should not agree and waste your time and nerves.
Specify dates and volumes in advance.All the features and details of the order, the moments associated with its implementation, of course, must be discussed and clarified before you begin work. Perhaps, you need to prepare a brief in advance, and first ask the customer to fill it out, and then, additionally discuss together, which is the ideal end result. Speak the volume of work and the timing of their implementation. Get specific dates, not abstract frames. This will allow you to plan your time and structure your work. And the customer himself will know when he will definitely get the result.
Ask for a prepayment. Nothing bad if that is your prerequisite. Prepayment can be either full or partial. Depending on which project, it can be divided into parts ( Scrum) Moreover, the traditional payment scheme for each iteration is 50% before and 50% after. And without receiving payment for the sprint - do not proceed to the next. If the customer is a responsible and decent person, is interested in cooperating with you, then unlike a fraudster, he will agree. Having a good reputation is an occasion to accept your terms.
Do not show the source. The customer may ask to see the material in order to coordinate the working moments, this is normal. But if, without paying for the order, he asks for the source, then this is a signal that you are being cunning and trying to deceive. Answer politely that you can send the source only after paying for the order, as agreed.
Appreciate yourself.Regardless of whether you are an experienced freelancer or a beginner, you have every right to agree to work under those conditions under which there will be no fraud. Adhere to your established criteria by which you agree to cooperate. Sometimes you can give up the principles, but only with trusted customers who have proven themselves from good sides. To risk or not, you choose. Understand everyone - and be successful!