In late 2021, I received a 2.5-star review that nearly derailed my confidence as a freelance Google Ads specialist. It was more than just a low rating, it was a painful and unexpected blow. I had completed the work, left a positive review for the client, and moved on. But sometime later, I was blindsided by accusations of unethical behavior, including being blamed for removing client access from their own Google Ads account, something I absolutely did not do.
When you're freelancing, your Upwork profile is your lifeline. Every review, every star, every word of feedback matters. Seeing my rating drop was hard to swallow. For a moment, I questioned everything: my approach, my professionalism, and even my future in freelancing.
The Turning Point
Instead of arguing or retaliating, I took a deep breath and chose to respond professionally. I didn’t have the option to revise my public response once the client had posted theirs, but I made a decision, I was going to let my future work speak louder than one client’s perspective.
That review wasn’t the end of my story, it became the turning point.
What I Learned
- Not every client will be fair or reasonable. But that doesn’t mean your work is bad.
- Overcommunication is better than assumptions. I started documenting everything, from onboarding to campaign access to delivery milestones.
- Your reputation can bounce back, if you’re consistent.
I took a hard look at my workflow. I improved my client onboarding process, made account access and roles more transparent, and ensured every engagement had clear boundaries and expectations. I shifted my focus to working with clients who valued strategic thinking, not just ad clicks.
The Comeback
Slowly but surely, I rebuilt. I prioritized overdelivering on new projects. I priced competitively, took on smaller yet high-value work, and ensured every client felt heard and taken care of. I gathered testimonials, built out my portfolio, and published case studies with real data and results.
Today, my Upwork profile reflects that growth. I’ve earned a 4.0+ rating, with multiple 5-star reviews from clients who appreciate my dedication, skill, and transparency. I’ve handled complex Google Merchant misrepresentation cases, improved campaign ROAS, and worked on accounts spending thousands of dollars monthly, with results that speak for themselves.
My Message to Fellow Freelancers
If you’ve ever been hit with a bad review, especially one you didn’t deserve, know this: your freelance career isn’t over. It’s just a test. Don’t let one moment define your entire journey. Let it sharpen you. Let it teach you where to improve. And most importantly, let it fuel your comeback.
Because setbacks are temporary. But the way you respond? That’s what builds a lasting reputation.
— Hanzel L.
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