Reply
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply

Re: Response to a client feedback

Community Leader
Luz H Member Since: Mar 20, 2017
1 of 17

Hello, everybody!

Hey, I just found out that one can respond to a feedback provided by a customer on our profile but I don't know how to do that.

I had a client who didn't provide me enough information to do what she asked for. The contract started about a few days before Christmas, last year, being the deadline fixed for December 28th. But (here comes the big BUT) she left on vacations holiday and never told me she would do that; which it means that I was never able to communicate with her during those days. I emailed several times and only had automatic responses emails back. Bottom-line, I was completely lost without knowing if what I was writing was what she was expecting for me to write, you know what I mean? Well, finally she did reappear on January 3th. All my SIX ARTICLES was written (+1000 words each) and told me to CHANGE AND REDUCE ALL OF THEM!!! IN THE NEXT 2 DAYS!!!

Well, I did it (I was not happy, but I did exactly what she asked) and guess what? SHE GAVE ME 4 STARS!!! This is so unfair, I think. I asked her why and she told me that my job "wasn't perfect and a 4-star review is a very good rate". Wow. I still feel mad at it.

Anyway, if there is a way for me to say that out loud, I want to do that. Any help?

Community Guru
Virginia F Member Since: Feb 15, 2016
BEST ANSWER
2 of 17

It's really not advisable to argue or discuss feedback with a client. And besides, 4 is not considered bad. Some clients do not like to leave a perfect 5 - it's best just to move on and not worry about it. 

 

If your client closed the job and left feedback, you should be able to leave feedback for her. Just make sure to be professional and polite - remember that other potential clients may read what you have to say.

 

ETA: If you're referring to the job "Spanish-Speaking Writers WANTED", your client didn't write anything bad about you, just left the 4 stars, so I would recommend you do the same in kind. You have plenty of good feedback that her's should not matter all that much.

Community Leader
Luz H Member Since: Mar 20, 2017
3 of 17

Thank you, Virginia. I see your point. I'll take your advice (but I'm still mad at her, hahahah!)

Highlighted
Community Guru
Petra R Member Since: Aug 3, 2011
4 of 17

I agree that in 9 cases out of 10 a response to feedback just draws attention to it and most of the ones I have seen do more harm than good.

 

The reason why you can't see the function to respond to the feedback is because you only have 4 weeks to do so, and that time ran out - probably just as well.

 

Smiley Happy

Community Leader
Luz H Member Since: Mar 20, 2017
5 of 17

Hello, Virginia.

 

Advice taken, thank you very much! I guess my Ego was hurt, but now I am learning to not pay attention to my big annoying Ego and learning to be much more humble. It's a slow process, hahahah!

 

Thank you again.

Active Member
Moulisree B Member Since: Sep 20, 2016
6 of 17

Hello Virginia,

 

I am in a similar but worse situation with a client feedback as the original post here. My client asked me to write articles on topics that bordered on promoting online digital piracy, even though the JD and interview discussions had never mentioned anything in that line, obviously. I am/was not ready to contribute in such activities and requested him to send different set of topics, which would not include such questionable motives. He declined. Then I requested him to terminate the hourly contract. That he promptly did and left me a terrible feedback (2 stars along with a long message full of untruthful allegations). Ironically, my client feedback was (submitted before I could see his remarks) only a "Thank You" with 4 stars as I did not want to end things bitterly.

 

Now I feel doubly slighted and would love to give him a piece of my mind. I was browsing the community forum in search of what others in my situation had done so far and came across your solution to Luz's problem. Would it really be a mistake on my part to respond to that feedback and address each issue he's mentioned there? I will most definitely not write anything inappropriate, nor would I throw the dirt back on him, as much as I would have liked to. But I feel like I should blow the whistle about the real story, if it wouldn't impact my future endeavors. What do you suggest?

 

I have another week to respond to that feedback, I think. But I will hold off till I see your response. Please advise.

 

Thanks,

Moulisree Bose.

Community Guru
Cheryl K Member Since: Jul 16, 2015
7 of 17

If you are top rated, ask for the feedback to be removed.  I hear you can do that once every few months.

Active Member
Moulisree B Member Since: Sep 20, 2016
8 of 17

Hi Cheryl,

 

I am new in Freelancing and in Upwork. I have just gotten my first JSS and am yet to attain the Top Rated label. Thanks for your practical suggestion and I will keep it in mind for future, though I pray to never be in a situation like this again.

 

Thanks,

Moulisree. 

Community Guru
Virginia F Member Since: Feb 15, 2016
9 of 17

My advice remains the same - keep it simple and professional ... and don't write it while you're angry. There's a saying: "the customer is always right" ... even when they're not. In freelancing it's best to grow a thick skin and move on from clients behaving badly.

 

Your JSS is already below 90%  -  remember that other clients will read what you write - and that's all I have to say on that.

 

Others may chime in with differing opinions.

Community Guru
Preston H Member Since: Nov 24, 2014
10 of 17

re: "Now I feel doubly slighted and would love to give him a piece of my mind."

 

That's not very mercenary.

 

I don't make money by giving clients a piece of my mind when I feel that they have slighted me.

TOP SOLUTION AUTHORS