Thanks for your comment. I love what you said – ultimately, the client is paying you and you need to do it to their satisfaction.” Great quote – and a good reminder.

By not taking it personally, you can try to resolve the issues with a measure of clarity. If you can’t help yourself and you take it personally, beware of your retort.

Your suggestion about making the changes immediately and getting them a second version to review can go a long way toward turning an unhappy client into a client that will do business with you again in the future.

Thanks for your comment. I’m glad it all worked out in the end.

One of the toughest blows I took was when a lawyer said to me on a conference call with our entire group, “No offense, but this writing is fluffy sh*t.” Why on earth would I be offended? Basically, he wanted a website that was found for keywords, but that didn’t include those terms in the copy … except for in a spammy footer that he saw on other websites. Since we were not in the business of creating spammy websites, we had to work for some time to reach a compromise (since the sales team did not want to lose him as a client). In the end, I documented every change he requested and our response to it, which proved to be our saving grace when he later claimed we never explained SEO copywriting to him.

It was definitely a learning experience.

Thanks for the article!

It’s true that people make mistakes…and things happen. What’s almost more important that the mistake (other than trying not to make it again!) is how it’s handled. Being proactive and saying, “I’ll take care of it” can be a powerful way to help a client feel at ease..

Thanks for your post!