How do you handle a client complaint?
Listen to the whole of it, write down what they said, and decide what you’ll do within two days. Answer in writing with what happened, what you’ll do and by when. Most complaints are about not being heard. A fast, specific answer settles more of them than a refund does.
- Step 1
Listen to the end.
Don’t explain while they’re still telling you. You’ll get a chance.
- Step 2
Write it down.
Their words, the date, what they want. A complaint you can’t describe later can’t be resolved.
- Step 3
Decide within two days.
Long enough to think, short enough that they know you took it seriously.
- Step 4
Answer in writing.
What happened, as you see it. What you’ll do: a new session, a partial refund, a change. And by when.
When to refund
When you got it wrong, or when the cost of arguing is more than the refund. A refund isn’t an admission. It’s a decision about where your time goes.
When you were right
Say so kindly, with the agreement they accepted beside you. “I understand why this is frustrating. The agreement we both accepted says sessions inside 24 hours are charged, so I’m keeping the fee.”
Checked 2026-10-11.