By Liz Jones
One of the most exciting things about freelancing, but also one of the hardest, is that feeling that the buck stops with you. You’re in control of the work you do, keeping the business going. You’re entirely responsible. On a good day, this can be exhilarating. It’s a buzz to win a new contract or client. There’s nothing quite like sending off a massive invoice for a job well done – a direct and tangible result of your efforts. And it’s a real kick to be praised for excellent work.
The flip side of this is that we also need to be prepared for feedback that isn’t so good. We’re all human, and sometimes we have off days, and we miss things, or misunderstand an aspect of a brief. Sometimes there’s a distance between what the client expects and what we think they want. Or maybe a document is just in such bad shape that it’s all we can do to make it better, and it’s still not going to be immaculate – at least, not in that timeframe, with that budget. Perfection is never a helpful aim.
How we deal with criticism of our work matters. Bad feedback can take a huge mental toll if we’re not careful. It’s not simply a question of avoiding it entirely, as it’s bound to happen sooner or later, no matter how careful we are. But there are strategies that can help us cope with it more effectively, and perhaps even turn it into a positive experience (eventually).
I tweeted about this recently: https://twitter.com/ljedit/status/1217800318932656129
My Twitter thread was in response to a client having commented on some things I’d missed in a proofread, some of which were debatable, but several of which were not – in an ideal world I would have caught them. My response to the client, after sleeping on it (and yes, after initially getting indignant and defensive, and stomping around the kitchen), was a succinct acknowledgement of the things I’d missed, while also drawing attention to the fact that it had been a heavily corrected set of proofs; no proofreader can catch everything. I also thanked them for their feedback. Later I received a positive response from the client, and more work. I think as a result of our exchange both sides felt heard, and also reassured that our good working relationship was intact.
I shared the experience on Twitter because receiving bad feedback can be such a lonely experience, but probably a fairly universal one in our profession. It received quite a few likes and shares, and some responses indicating that I wasn’t alone. So, based on my own experiences of responding to criticism in the past 12 years (let’s just say I’ve improved over time), plus conversations with colleagues, here are some tips for managing in this situation.
- Dissociate yourself. It can be incredibly painful to have work criticised. It may even feel like a personal attack – but it (generally) isn’t. Remember that you are not your work. Even if it’s fallen short in some way, it doesn’t mean you have.
- Don’t panic! Your first reaction might be to assume that you’ve messed things up completely and lost a valuable client. But feedback, even if it’s negative, is generally a good sign. It means the client is interested in an ongoing working relationship and building a dialogue with you. They don’t want to lose you, they just want to keep lines of communication open so you understand better what they need in future.
- Give yourself time. Your instinct might be to write back immediately, to try to sort everything out right away. However, my advice would be to give yourself as much time to reply as you reasonably can. Sleep on it if possible. The more quickly you write back, the more defensive you’re likely to be, and the situation won’t be helped by heaping it under a load of excuses.
- Assess the criticism. As I said, criticism is painful, and it’s even more painful to look it directly in the eye. But this is important: you need to understand what you did wrong. This means acknowledging to yourself as well as the client that you made silly mistakes, or were distracted for some reason, or were trying to do too many things at once.
- You need to address the criticism, of course. It’s good to deal with all the points raised, even if only to say ‘yes, I should have caught that’. Own your mistakes; apologise briefly if necessary. Try to avoid lengthy justifications. Do stick up for yourself if you feel the client is being unfair, but don’t bang on about it, or retaliate with accusations about unreasonable expectations. This is not the point at which to try to renegotiate the contract.
- If you honestly didn’t know how to do something before, don’t just stumble on in ignorance, hoping you’ll get away with it again in future. Take the opportunity to plug the gaps in your knowledge.
How far should you go to fix things?
This can be tricky. It might be your instinct, because you’re a nice person, to ask for the files back to go over them again. You might want to make the new corrections yourself. You might even think you should charge the client less than agreed. But don’t be too hasty; the client probably isn’t expecting any of this. Don’t over-compensate for something fairly minor. Reassure the client that you will look out for the points they’ve raised in future work, and make sure you don’t make the same mistake(s) again.
Red flags and abusive relationships
Although I wrote that criticism of work is not generally a personal attack, it’s worth remembering that on rare occasions, it is. I’ve been in situations, and I know many other editors have too, where criticism is not warranted, or is out of all proportion to the supposed misdemeanour. Most clients are entirely professional in their dealings, but a tiny minority are unscrupulous, even abusive. If you reach a point where everything you do for a client is criticised, and your professionalism is being called into question (even after you’ve conducted an honest appraisal of your work), or you’re made to put in more work than you’re being paid for to ‘atone’ for a string of supposed infractions, then it’s time to walk away.
As freelancers who often work alone, we can be vulnerable to a particular kind of toxic power struggle where we are made to feel useful, needed, part of a team – and as a result end up giving a client far more than they are paying us for. This can happen quite insidiously, so we should be vigilant in our setting and maintaining of boundaries in working relationships.
Liz Jones has been an editor since 1998, freelance since 2008. She works for a number of non-fiction publishers, agencies and individuals, and specialises in highly illustrated books on architecture, art and culture, as well as tech and electronics.
Editor and Client: building a professional relationship is an CIEP guide that aims to help freelancers understand the needs of their clients, and to give clients a clear awareness of freelancers’ requirements to do a good professional job.
Picture credits: Girl with head in hands – Caleb Woods; And breathe – Max van den Oetelaar, both on Unsplash
Proofread by Joanne Heath, Entry-Level Member.
Posted by Abi Saffrey, CIEP blog coordinator.
The views expressed here do not necessarily reflect those of the CIEP.