This post was inspired by the thread I spotted on an online forum where a writer had been “fired” by a client and was asking whether to ask for her “job” back. The words “fired” and “job” have quotes around them because they don’t really apply in this situation. If you are a freelance writer, you are your own boss. You don’t have a job; you have assignments, and a client can’t fire you in the same way that an employer can.
Understand the Freelancer-Client dynamic
You’re a business owner! As a freelancer, you’re running your own business. This mindset shift is essential for handling client issues professionally. More so, you have assignments or gigs, not jobs. You’re contracted for specific projects or ongoing work, but these are not traditional employment arrangements.
Also, bear in mind that both parties can choose to end the working relationship at any time, ideally with proper notice and professionalism. If you have a freelance contract (which you should), the terms for termination should be clearly outlined, including the required notice period for both parties. This ensures that there is a mutual understanding and respect for each other’s time and effort. Having these terms in writing helps prevent misunderstandings and provides a clear course of action if either party decides to end the relationship.
(Read more: Client vs. Employer)
If you have received the “this isn’t working out” message from a client, you have choices.
The Easy Route: Gracefully Exit
You can do whatever you need to do to finish up the assignment, which includes thanking the client for their business to date, and move on. That would be the easier way to go. You can always find another client, right?
- Thank the client for the opportunity
- Complete any outstanding work professionally
- Wish them well and move on
Then again, the freelance landscape has changed dramatically over the years. Competition has never been this tough.
The Proactive Approach: Salvage and Improve
I would like to propose a better way to handle the situation, which may help you get back on track and keep the client. If it doesn’t, you can feel better knowing you did what you could to rectify the situation.
Treat it Like a Customer Service Issue
This is a customer service issue. There will be times when a client is not happy and feels that the best thing may be for the two of you to part ways. They aren’t going to suggest ways that you can keep their business— you need to do that.
The first thing you need to do is acknowledge the issue. No excuses; just let the client know you understand.
Now comes the challenging part: Apologize and offer concrete solutions to make it right.
If you go back to the client with an open-ended question like, “What can I do to get back on track?”, the easiest way for client to answer that question is to say, “Nothing” and walk away.
Part of what we do as freelancers is solve our clients’ problems. Here’s your chance to do that. Your client is not happy and is about to walk, and you can solve that problem by offering to do something like this:
- Edit/tweak/rewrite whatever the client has an issue with
- Offer to work on a small portion of the project and submit it to make sure you are both on the same page before tackling the whole thing
- Discuss the matter (email, phone, messaging—whichever is most convenient for your client)
- Put a cap on the fees for the project if the amount of time it’s taking is an issue
When you discuss the issue with the client, have a couple of solutions ready and offer a choice. You don’t approach the client with cap in hand, asking for your “job” back. The worst-case scenario is that the client still walks away, but you have handled things in a dignified, professional manner.
Let’s break that down step by step.
1. Acknowledge the Issue
Respond promptly to the client’s concerns and show that you understand their perspective. Avoid making excuses or becoming defensive.
Example: “I appreciate you bringing this to my attention. I understand that the work hasn’t met your expectations, and I take full responsibility for that.”
2. Apologize sincerely
A genuine apology can go a long way in mending relationships, both in your professional and personal life. In this case, remember to keep it brief and to the point. Don’t go on and on.
Example: “I sincerely apologize for not delivering the quality of work you expected. Your satisfaction is important to me, and I’d like to make this right.”
3. Offer concrete solutions
Takiing ownership of the issue and making a sincere apology is all well and good, but if you do not offer concrete solutions, you won’t really solve the problem. Instead of asking open-ended questions, propose specific solutions to address the client’s concerns. Some options include:
✅ Revisions and rewrites
- Offer to edit, tweak, or completely rewrite the problematic content
- Propose a timeline for these revisions
Example: “I’d like to offer a complete rewrite of the article, addressing all your concerns. I can have this to you within 48 hours for your review.”
✅ Collaborative approach
- Suggest working on a small portion of the project first
- Use this as a checkpoint to ensure alignment before proceeding
Example: “To ensure we’re on the same page, I propose rewriting the introduction and first section. Once you’re satisfied with the direction, we can apply that approach to the rest of the piece.”
✅ Enhanced communication
- Offer to discuss the project in more detail via phone, video call, or in-person meeting
- This can help clarify expectations and resolve misunderstandings
Example: “I believe a quick call could help us align on expectations. Are you available for a 15-minute Zoom meeting tomorrow to discuss the project in detail?”
✅ Financial considerations:
- If time or budget is an issue, propose a fee cap or adjusted rate
- Be careful not to undervalue your work, but show flexibility
Example: “I understand that the project has taken longer than expected. To address this, I’m willing to cap the total fee at X amount, ensuring you receive the quality work you need within your budget.”
4. Provide options
Present multiple solutions for the client to choose from. This demonstrates your problem-solving skills and commitment to their satisfaction
Example: “I’d like to propose three options for moving forward: 1) A complete rewrite within 48 hours, 2) A collaborative revision process starting with the introduction, or 3) A detailed phone call to realign our expectations before proceeding. Which of these would you prefer?”
5. Learn and improve
Regardless of the outcome, use this experience as a learning opportunity:
- Analyze what went wrong and how to prevent similar issues in the future
- Consider if you need to adjust your processes, communication style, or skills
- Implement changes in your business practices based on these insights
While facing client dissatisfaction can be challenging, it’s an inevitable part of running a freelance writing business. By approaching these situations with professionalism, empathy, and a problem-solving mindset, you can often turn potential “firings” into opportunities for growth and stronger client relationships. Your response to difficulties can set you apart in a competitive market and contribute to your long-term success as a freelance writer.
Set Yourself Up for Long-Term Success
Even if a client decides to end the relationship despite your best efforts, you can walk away knowing you handled the situation with dignity and professionalism. This approach not only leaves the door open for future opportunities but also reinforces your reputation as a committed and solutions-oriented professional in the freelance writing community.
Pro tip: Diversify your client base!
Don’t put your eggs in one basket. Avoid over-reliance on a single client, and continuously market your services to maintain a healthy pipeline of work.
Originally published July 2010; Updated July 2024
Featured image background credit: https://depositphotos.com/
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