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deadline is tom, but client not responding.

prestonhunter
Community Guru
Preston H Member Since: Nov 24, 2014
11 of 29

re: "why can't freelancers flag such clients' profiles and those profiles must be banned forever so that others won't get such unreasonable clients."

 

You have some good ideas... MANY freelancers have asked that Upwork post information about how many times a client has received refunds or asked for refunds... It WOULD be useful information to freelancers!

 

re: "I sincerely request to Upwork team that, JSS must not hit just because of one clients' feedback that too when he is asking a refund after using services. this protocol needs some amendments I believe."

 

Technically... Upwork DOES STATE that when clients show a pattern of leaving negative feedback, their feedback will be excluded from JSS calculations. But Upwork does not reveal details about this.

gurjeetkalsi
Community Leader
Gurjeet S Member Since: May 18, 2020
12 of 29

re "MANY freelancers have asked that Upwork post information about how many times a client has received refunds or asked for refunds... It WOULD be useful information to freelancers!"

yes, that would be great and indeed this will know many other clients that they can't get away just like that. Also if we can have some algorithms for new/fresh clients with no contract history, their negative feedback must not impact equivalent to old clients with at least more than 5 or 10 contracts.

A client with zero contract history should be less dangerous with his feedback... his impact of feedback must be done on the basis of his experience/history on Upwork.

petra_r
Community Guru
Petra R Member Since: Aug 3, 2011
13 of 29

To be honest, new clients just need proper handling and managing and a bit more hand-holding.

 

Your mistake was that you accepted a contract before getting all the info you needed to avoid having to create 19 designs with no proper idea what the client wants.

 

 Had you pushed for those details BEFORE accepting the contract, you'd have found out that the client has no idea and is prone to irrational behaviour. Then you could have simply wished him the best of luck and declined the offer.


Your success on Upwork, your JSS and your sanity are secured more by the contracts and clients you decline than those you actually accept.

gurjeetkalsi
Community Leader
Gurjeet S Member Since: May 18, 2020
14 of 29

re "Had you pushed for those details BEFORE accepting the contract, you'd have found out that the client has no idea and is prone to irrational behavior. Then you could have simply wished him the best of luck and declined the offer."

yes that was my mistake, I should have asked him details before that...now even when I read the 'job posting' it has only two lines

("Preferred Unique Designs. 2 color preference is a must.
")

nothing else, and now this will be a lesson learned for me...

but my JSS... Smiley Sad

petra_r
Community Guru
Petra R Member Since: Aug 3, 2011
15 of 29

Gurjeet S wrote:


nothing else, and now this will be a lesson learned for me...

but my JSS... Smiley Sad


Well, that ship has sailed. The client left their feedback, the impact on your JSS is already done, you'll see it on Sunday.

 

That said, you do lots of contracts, so even if you WERE to dip below 90%, which is by no means certain that you will, you'll soon build it up again. You need to learn to vet your clients and jobs more carefully.

 

Otherwise this will happen again.

gurjeetkalsi
Community Leader
Gurjeet S Member Since: May 18, 2020
16 of 29

Hey Petra,

 

THIS HAPPENED AFTER FIlLING A DISPUTE:

the client came back on chat and now saying sorry for ending the contract and asking me not to go for dispute further... he said he will also reverse his feedback... will that be any help for my JSS?

what should I do here?

gurjeetkalsi
Community Leader
Gurjeet S Member Since: May 18, 2020
17 of 29

THIS HAPPENED AFTER FIlLING A DISPUTE:

the client came back on chat and now saying sorry for ending the contract and asking me not to go for dispute further... he said he will also reverse his feedback... will that be any help for my JSS ? 

what should I do here?

petra_r
Community Guru
Petra R Member Since: Aug 3, 2011
18 of 29

Gurjeet S wrote:


I sincerely request to Upwork team that, JSS must not hit just because of one clients' feedback that too when he is asking a refund after using services. 


Look at it sensibly and unemotionally:

 

Here is how Upwork define the JSS:

 

great client experience.png

 

Would you say the contract resulted in a "great client experience?"


The client closed the contract when you demanded to change the previously agreed contract terms. Most clients would react negatively to that. You could have talked the client down from that situation before demanding an hourly contract frrom an already upset client. 

 

When I read that I expected the client to end the contract and the whole thing to end badly. This was entirely preventable and absolutely as expected.

 

gurjeetkalsi
Community Leader
Gurjeet S Member Since: May 18, 2020
19 of 29

offering a new contract could be my mistake,

but I have supplied ample options ( 19 to be precise, with no mood-board given) that too in just two days on his demand and if still, he is not able to get a single element that we can use to move further, I believe he may have less idea about working in the creative domain, and hence I may not be able to satisfy him ever.

I asked him to come to upwork audio call, or share something that I can approach you for detail discussion, and he did not, never.

all of my clients, when I asked them to have call for detailed understanding, they all reply with yes, sometimes on skype or sometimes on WhatsApp... that is kinds check also that client is serious about working with us.

and at last, I can only say, that we cannot please all clients, sometimes we get unresponsive clients in real life also and if something does not work, we refund the money.. but that is a very very rare case..

I sincerely want, that JSS needs some amendments, it should hit if the feedback is negative but at the same time clinets' history and freelancers' history both should be taken care before JJS hitting the profile

petra_r
Community Guru
Petra R Member Since: Aug 3, 2011
20 of 29

Gurjeet S wrote:


but I have supplied ample options ( 19 to be precise, with no mood-board given) that too in just two days on his demand and if still, he is not able to get a single element that we can use to move further, I believe he may have less idea about working in the creative domain, and hence I may not be able to satisfy him ever.


Indeed. This is why you need to sniff out such clients BEFORE you accept their contract...

 

I can only say, that we cannot please all clients, sometimes we get unresponsive clients in real life also and if something does not work, we refund the money.

Indeed, which is why the expectation to always have a 100% JSS is unrealistic.


If there were any more mitigating factors everyone would have a 100% or close to 100% JSS and it would become as pointless as the star system.

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