Dispute with a Client: What Can You Do?
<p><em>Whether you are an entrepreneur or a freelancer, there are strong chances that you work with several clients. Some are likely extraordinary, while others know how to play on your nerves. What can you do if you experience a dispute with a client? Although you may want to avoid this situation as much as possible, here are a few tips on how to face this unpleasant situation like a pro.</em></p>
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<h3>What can you do when a conflicting situation occurs?</h3>
<p>Conflicting situations are often impossible to avoid, even if you work hard. It can be about payment, a misunderstanding regarding the target date, or what is included. Whatever the reason, facing a dispute with a client is never easy, especially if you are self-employed. We fear for our professional reputation. </p>
<p>Therefore, what can you do? Should you apply the old saying stating that the customer is always right? According to us, not necessarily. When a dispute shows up, start by taking a deep breath. Remaining calm is essential to avoid feeling intimidated by the situation. Let us give you a few tips regarding this.</p>
<p>Important: even if you know you are right, mentioning your client's name on social media is not recommended. It could be seen as defamation and could worsen the situation. </p>
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<h3>Conflicting situation with a client: you have a contract of service</h3>
<p>If you are facing a dispute with one of your clients, your first reflex should be to grab your <a href="https://www.momenteo.com/blog/the-importance-of-having-a-good-contract-of-services" target="_blank">contract of service</a>. It is the basis of your business relationship, and this document covers all the essential points like service delivery, terms of payment, and intellectual property. If you have thought about everything or it was written by a professional, there are great chances that the conflict’s source is mentioned. Consequently, read it carefully. Since it is a legal document, you can use it to prepare your arguments. </p>
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<h3>Conflicting situation with a client: you do not have a contract of service</h3>
<p>What can you do if you do not have a contract of service? First, do not panic. All written documents can be considered as a form of agreement between two parties. Thus, if your client sent you emails or text messages, it can be a good place to look. The first step would be to read all the past communications and note the ones related to the current dispute. </p>
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<h3>Try to find common ground</h3>
<p>Once you read all that was agreed upon, it is the moment to try to find common ground or at least to improve the situation.</p>
<p>To start with, take the time to confirm what is the dispute source. Often, we can be slightly off the mark and assume what is wrong. In sum, note down what your client exactly wants.</p>
<p>Then, ask yourself what you wish. Is it the opposite of what your client wants? How much do you care? Are you ready to demonstrate some openness? If the bond of trust is not broken, many entrepreneurs choose an amicable solution to avoid losing the client. Regarding this, do you wish to work again with this person in the future?</p>
<p>Build your argument by using the points raised in your contract of service or different messages. Here is another tip: clients often like it when you offer a solution. Finally, remain professional from start to finish.</p>
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<h3>Here is an example of a conflictual situation lived by a freelancer:</h3>
<p>Katia is a photographer. She recently took photos for a wedding. Her basic package does not include the travel fees, which are clearly stated in her contract. Mary used Katia’s services for her celebration. She is surprised to see an extra for gas on her invoice. Mary says she has already paid a lot for her pictures and does not want to pay this fee since she believes it should be included.</p>
<p>Katia is puzzled. What can she do? She contacts Mary and reminds her that it is noted down in the contract she signed, mentioning the page and article. Katia then offers Mary to remove four photos from the package to cover the travel expenses if she cannot pay. Mary finally agreed to pay the fees since it was written in the contract.</p>
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<h3>When should you take legal action?</h3>
<p>If the trust bond is broken or there is no agreement, it could be relevant to take legal action. What exactly do we mean by legal action?</p>
<p>There is no need to go to court; start the process by sending a <a href="https://www.momenteo.com/blog/how-to-send-a-formal-legal-notice" target="_blank">formal legal notice</a>. You can even decide to write and send it yourself. It is a way to show that you are serious and determined to get justice. Of course, regarding any legal action process, we strongly recommend you meet a business lawyer to help you. Remember that it will take time, and it will not be free; you are the one deciding if it is worth it.</p>
<p>In conclusion, we know a dispute is never easy, but keep in mind that it will not last forever. Consequently, take a deep breath and use both professionalism and resilience. Freelancers and entrepreneurs can choose their contracts and projects; therefore, it is always possible to <a href="https://www.momenteo.com/blog/how-to-fire-bad-clients-when-you-are-a-freelancer" target="_blank">fire bad clients</a> if it does not work. Good luck!</p>
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