How to Resolve a Client Dispute seamlessly

As a freelancer, you have most likely come across client disputes which can be a bit frustrating and tiring.

Even if you do really impeccably works on all projects, it is always bound to happen. There is always that one client that is unsatisfied and eager to fight/bring down your reputation.

In client disputes, you are either left with a bad taste in your mouth and a few sleepless nights; at worst you lose the client and take a hit to your reputation. There is a way to resolve client disputes in an amicable fashion. In fact, it is often possible to use a client dispute to improve your working relationship with a client.

However, it is important to read the signs and intervene before the dispute rise. This is the unofficial first step of dispute resolution- be proactive rather than reactive.

Through conversations with your client, you can already tell if there will be a problem- sometimes before commencing the project. You should not wait for them to voice their concerns before addressing it. A simple question “Are you happy with my work?” will uncover a lot.

If a client is unhappy, the fact that you brought the subject up before it came to “breaking point” will serve as a head start in resolving the issue.

1:  Don’t be reactive (once again)- Take a deep breath

Ensure communication is via email/messages. Let’s face it, if you are trying to resolve the dispute via a phone call and the client starts yelling, you may both end up regretting what you say in the heat of the moment. In the case of a heated email, you can take advantage of your ability to take a deep breath and walk away and there is a record of all conversations in the exact words.

Only respond to such emails when you are feeling relatively level-headed. Give yourself at least an hour to absorb the contents and process any immediate emotions that might otherwise be directed at the client in a rash response.

2: Assess the Complaint

It is human nature to react to a situation based upon your perspective. It is a good practice to view the issue from an alternative perspective, put yourself in the client’s shoes. View the issue from all angles, ask your friends for their opinion.

So take some time to access the issue. Why are they unhappy? Is it your fault or theirs? If it is their fault, why do they think it is your fault? Try to approach this situation from an objective standpoint.

3: Apologise (if you are in the wrong)

Admitting to being at fault, if you are, can be an extraordinarily powerful thing. But it goes beyond offering an apology.

If there is no apology to be made then you should move straight onto the next step.

4: Seek a resolution

You would only be truly forgiven when you make things right if there is a need to.

The true resolution of a dispute is to bring it to a conclusion that best benefits your business. That might require an acknowledgement of fault and an apology, an adjustment to the existing agreement, the increase in your scope of work, or a parting of ways. Whatever it may be, you must choose the appropriate outcome and work towards it.

5: Stick to the pressing issue(s) at hand

It is often easy during the course of a dispute to get sidetracked by largely irrelevant matters. All too often, email correspondence can devolve into petty point scoring without any real mention on either side of the truly salient matter(s) at hand.

Before you send an email, always ask yourself the following questions: Am I dealing with the current issue at hand and am I moving closer to a positive resolution? The answer to both questions must be yes before you hit Send.

6: Reach a conclusion and move on

Any dispute must be dealt with and resolved in full before you can continue to sustain a healthy relationship with a client.

Handling disputes in a professional manner and seeking to understand why a client is unhappy can help to improve a relationship. Rather than dreading disputes, see them as an opportunity to improve the way in which you do business.

Just make sure that every step you take in resolving a dispute is calculated and as free from emotion as possible. You are likely to regret any rash actions that you take in the heat of the moment — why not save yourself the regret and follow the process?