How do I talk to a client when there’s a conflict?

First ask what exactly the client isn’t happy with, and respond to that, not to the tone. Most disputes start from different understandings of the scope, not from bad faith.

What helps

• Write the key points you agree on in the messages. Messages can’t be edited or deleted, so they’re evidence for both sides.
• More or less work than in the offer? Propose a change on the platform. The price doesn’t change without the client’s consent, and rejecting a proposal isn’t a violation on their side.
• Show the “before” and “after” photos. They often end a discussion faster than words.
• Fix your own defective work. Someone else is responsible for the state of the walls, old pipes and other people’s mistakes, and you can calmly explain that too.

When you can’t agree

From the choice until the contract is confirmed, either party can open a dispute. A staff member reviews it based on the messages, photos and explanations. They decide the contract status and your commission, but not who owes whom money.

You can report offensive behaviour or harassment and block the other person. It works both ways: your own profanity and threats are violations too.