When a client doesn’t like your work and gives you negative feedback.
Overview
Negative client feedback is never easy. Don’t take it personally and realize it’s most likely due to miscommunication. Expectations were not aligned. It’s your job to clearly understand what the client is looking for and figure out how to come up with a solution.
Hi <Client>,
Thank you for your honesty. Your direct feedback will help us get on the right track.
I have every intention to solve our miscommunication and create something you’ll be thrilled with.
Let me confirm a few things:
<list each client comment>
Based on your comments, I intend to move forward with the following:
<respond to each comment and explain how you plan to proceed>
I also have a few clarifying questions:
<list any questions you have regarding each comment>
I’m looking forward to making these changes and getting us back on track.
<You>
Notes & Strategy
Never respond immediately to a client who gives you negative feedback.
Wait at least 24 hours—this gives you enough time to respond with clarity and a level head.
The real problem, in most cases, is miscommunication.
Before you start revising, go back to the client and get a clear understanding of what they’re looking for and why you veered off track.
Everything should be in writing, so both parties can be review what was said.
Record and transcribe any video chats or phone calls.
If the client returns again and is still not satisfied, evaluate whether you’re the right fit for the project.