How to react to a client's objection when you are a freelancer? These may include comments on price, deadlines, or even requests for significant modifications to the work delivered.
But how can you respond effectively to these comments without compromising your performance or delaying your other projects? In this article, we give you all the keys to managing these situations with professionalism and serenity.
Understanding a customer's objection
Are you a freelancer and currently faced with an objection from a client and you don't know how to respond without offending them? Before trying to convince him, it is essential to understand his objection.
Contrary to what many people think, a customer objection is not a definitive “no”. Rather, it is a sign of interest, a request for clarification or reassurance. When a customer raises a blocking point, they are simply expressing doubt or a need to be better convinced of the value of your offer.
Handling objections is an integral part of the business relationship. It is a key skill that allows you to transform hesitation into an opportunity for dialogue. By responding attentively and methodically, you demonstrate your professionalism and strengthen the prospect’s confidence.
Objections can take different forms:
- The price is too expensive: undoubtedly the most common, because it often reflects a perception of insufficient value;
- The delay is too long: the customer has an urgent need and is looking for a quick solution;
- The objection regarding the quality of the work delivered: the client considers that the result does not correspond to his expectations;
- The objection on project modifications: the client makes a series of requests for project modifications;
Understanding the origin of a client objection is the first step to finding common ground and moving forward on your freelance project. By identifying the real motivation behind the “no” or “yes but,” you can adjust your argument and put value back at the center of the conversation. Let's now see in detail how to handle your client's objection depending on the subject of their request.
When a customer says “the price is too expensive”
The customer objection “the price is too expensive” is by far the most common. Your customers will often find your services too expensive. This is normal: they will always try to negotiate to obtain a better price. But be careful: systematically giving in can make you lose profitability and devalue your offer.
However, it's not always a question of budget: it's often a perception of value. He does not yet see clearly what he gets in exchange for what he pays. The treatment of this objection therefore consists of placing value at the center of the discussion. Show them concretely what your offer brings them: time savings, savings, results, peace of mind, support… The more the perceived value increases, the less the imposed budget becomes a brake.
By taking this approach, you turn the “it’s too expensive” objection into an opportunity to demonstrate your expertise and the unique value of your offering. But now let's look at concrete examples of requests that a customer can tell you in the event that your price is too expensive for him.
When a customer tells you “The price is too high, money is going to be an issue.”
If a customer tells you “The price is too expensive, money is going to be a problem“, first let him know that you understand his budgetary situation. But insist on the return on investment he will benefit from. If he knows that his expenditure will bring him money, he will be less likely to negotiate.
If possible, share with them the experience of a client who got a huge investment when they decided to hire your services. If necessary, put him in contact with the latter.
Hearing from a business with similar needs and background can give them the confidence and encouragement to make up their mind and take action.
“I have received other offers and your price is the highest”
Competitive bidding is a very well-known and proven technique among prospects. Whether it's true or not, they use it to lower your price. If this situation arises for you, explain why you set this price by emphasizing the value of your offer.
In case your customer is still not convinced, offer them something extra in your offer package to increase the perceived value without decreasing the real value of your initial offer.
“It’s too much money, call me back if you can come down”
It may happen that the client is sincere and really cannot afford your services. So there's no point in insisting, he won't sign. Find out why he thinks your price is expensive and give him more information based on his answers.
It's up to you to be understanding and do what you can, without cutting into your margins. Can you offer him a reduced offer? Or remove services? If so, try lowering your workload, along with your rate, to allow them to test your services.
If necessary, suggest that they contact you again later, when their budget is more suitable. This keeps the door open and avoids seeming pushy or intrusive, two things that diminish your negotiating power.
The objection to too long a delay
When your prospect mentions the fact that the deadline is too long, this reflects a natural concern: that your solution will not be delivered on time. Rather than seeing this as an obstacle, it is important to view it as an opportunity to show your professionalism and ability to manage the project carefully.
Value each stage of the project
To respond effectively to this customer objection, it is essential to explain clearly and transparently what each stage of the project entails. Describing the process, from planning to final delivery, allows the prospect to understand why this delay is necessary and to perceive the added value at each phase. By emphasizing that each step guarantees quality, personalization and reliability, you transform a deadline perceived as a constraint into a real asset.
Suggest alternatives
It is also possible to offer alternatives that respond to the emergency without compromising quality. For example, you can deliver certain parts of the project as a priority, or offer a test phase so that the customer starts using the product or service immediately. This approach demonstrates your flexibility and prospect orientation, while maintaining the integrity of your overall delivery.
In any case, regular communication with your prospect plays a key role in the perception of the deadline. Informing him of the progress of the project and setting milestones reinforces his confidence and gives him the feeling that the project is progressing in a constant and controlled manner.
The more involved and informed the customer feels, the less waiting time will seem long. Besides, find out how improve your customer management in case you are working on several projects simultaneously.
The objection on the quality of the work delivered
Even after signing a project, the prospect sometimes expresses doubts about the quality or the final result. This objection usually arises when he perceives a gap between what he expected and what was delivered. Sentences like “I thought it would be more professional” Or “I thought it would be more like what I wanted” often reflect a lack of clarity on expectations or a divergence in the perception of the result.
The first step to responding effectively is to listen carefully and rephrase the customer's concerns. Show that you understand how he feels and what he expects. For example : “I understand that you expected a different result. Can you tell me what seems least in line with your expectations?”
Then, offer concrete solutions to get closer to the desired result. This may involve targeted adjustments, revisions or support to clarify certain points of the deliverable. The goal is to show that you take their comments into account and are ready to take action to satisfy their needs.
Proactive communication also plays a key role. Clearly explain the choices you made, any technical constraints and possible options to improve the result. The more the client understands your approach and the reasons behind certain decisions, the less he will perceive a gap between his expectations and your work.
The objection on the modifications of the project
Once the project is finalized and sent or partially sent to the client for validation, the client may want to change elements or add new requests. For example, he can tell you “I would like to modify this part of the project, is this possible?” and the entire initial scope is called into question, which can generate additional costs, or even additional time.
To manage this situation, it is essential to listen while setting clear limits. Kindly explain that the initial scope of the project has been defined in advance and that any changes may impact the time or cost. This allows the prospect to understand that their additional requests require a re-evaluation of planning or a budget adjustment, while showing your professionalism.
You can also suggest prioritizing new requests or integrating them into the next phase of the project, so as not to slow down the work in progress. In this way, you show that you are looking for a solution to satisfy their request while maintaining the quality and profitability of your service.
You now know how to respond to a customer's objection, whatever its nature (the price is too expensive, the deadline is too long, etc.). Do not hesitate to apply our advice when the opportunity arises for your next projects.