Client feedback is essential for freelance writing success. Even though we may not want to receive constructive criticism, not to do so could mean the end of our business. Look at it this way, even negative feedback offers the opportunity for improvement. Soliciting feedback from clients is just good customer service. Some freelancers aren’t sure how to take criticism, or what to say to a client who offers unsolicited advice. What follows are some tips for receiving feedback from your freelance writing clients.
1. Say “thank you”
When your clients offer feedback, say “thank you.” Don’t take issue, don’t take offense, and don’t fire off an angry email in return. Keep the relationship respectful, even if you disagree. Your client isn’t dropping you. He’s saying, “here’s a few things you could have done better.” That’s never a bad thing. It’s an opportunity waiting to happen.
2. Take everything into consideration
Both good and bad feedback should be given the same consideration. You want to think about the things you do right and how you can apply them to your business, and, also, what you can do to improve. Feedback is valuable because our clients tell us the things we may not see on our own. Thinking about negative feedback and making necessary adjustments might mean more business.
3. Ask questions
Your client is reaching out to you and telling you he either liked something or that there was something about your service that was lacking. Ask questions about what you did right, what you did wrong, and what you can do to improve.
4. Poll a variety of clients
Sometimes a client can be a little difficult. If you’re not sure how to take your client’s feedback, poll a variety of clients to see if they have the same experiences. If they do, you’ll have a lot to think about and a lot of decisions to make.
5. It’s Nothing personal
If you have a good relationship with your client he’s not offering criticism because he wants to make you feel bad. It’s because he values your business and wants to keep you on. By offering suggestions for improvement he’s letting you know the steps you can take to keep him as a client. He’s giving you a second chance.
6. Take action
If you receive negative feedback, take action. Put your customer service skills to good use. Offer a discount or a freebie in order to get back into your client’s good graces. Make the necessary improvements.Your clients will appreciate your going the extra mile.
What do you do when a client gives feedback?