Ace Your Relationships With Your Fiverr Customers
Have you used Fiverr before? If not, let me give a quick little intro. Fiverr is a platform where you can offer jobs or buy services starting at $5 . If you are on a budget, it's both a great place to earn side income AND find some cool stuff for your website or blog. (Like logo design.)
You can read my quickie-guide to Fiverr for more information. Today, let's talk about selling work on Fiverr, and how to deal with Fiverr customers (buyers).
First off, don't listen to the other Fiverr members who have an angsty, "them-against-us" mindset. Fiverr isn't sellers vs. buyers.
It's a job market, and just like any job market, you deal with all sorts of people. Not all of them will be fun to work with, but you will love your good buyers!
If you are just starting out, or are thinking of trying Fiverr, here are some useful tips for dealing with both the good and bad buyers.
1. Add a "Message Me First" Message
The one thing you can do to make your whole experience on Fiverr better? Put a clear message on each gig description and ask that potential buyers message you for details BEFORE they order.
This gives both of you a chance to chat back and forth and see whether or not you are the perfect match for each other.
It won't always work. Sometimes you might have a gig that clearly states something like:
"I will write a 500 word post about natural home remedies for your blog"
And someone will order the gig and send you instructions to write a 1000 words on football statistics.
With luck, you and the buyer can mutually cancel, and it won't effect your ranking.
Having a clear description about what you will and won't do, as well as a note to the buyers to message you before ordering, can help if you have to contact Fiverr about a bad customer.
2. Don't Apologize For Your Pricing
Once get some experience, you get a boost as a seller and you can start charging extra money for your gigs. For example, your base price might be "300 words" for $5.
Then you might charge an extra $5 for every 300 words after that. If you want, you can also raise the price for faster delivery or customized orders.
Because the site pretty much screams "Get stuff here for $5!", you will get a few buyers that try argue about the price.
You really don't have to apologize. Just remind them that the rates are comparable (and they should be) with other sellers on Fiverr.
You can also drop a quick list of what they will be getting for the price.
(Typically, higher price means better quality, extra revisions, etc.)
3. You Can Say No
If you are new to Fiverr, you may think you have to say yes to everyone. Yes makes things easy, right? Yes is still income, correct?
Honestly, saying no to a $5 job that time consuming, or not your area of expertise is just good business sense. If you have to go teach yourself something new in just a couple of days so you can fill an order, then you seriously diluted your hourly income.
You could be spending that time earning money doing stuff you are already skilled at.
Of course, saying no too often, and canceling those orders from outrageous buyers, can hurt you a bit in the rankings. Or at least they say it can.
Before I paused my gigs last year, I had something like 12 orders come in wanting me to do false reviews on Amazon. The buyer didn't ask if I would do these (which I won't, btw, so don't ask), he just ordered them.
That set my clock ticking, and I couldn't get him to mutually cancel at first. He finally cancelled after I let the orders go past deadline. It did not effect my rank that I could see, and I still had orders coming in every week.
So, you know, feel free to say no. Even if the job has been ordered already. If it's something you don't feel right about doing, or don't want to do because it's too much work for the price...say no.
4. But Do Say Something!
Responding quickly to messages earns you some sort of invisible head pats from Fiverr. You want to keep your response rate high, because that tells buyers that you are present and ready to communicate.
Also, people are a lot more willing to do an amicable cancellation if you respond immediately. (and politely!)
It only takes a second and it is like gold-plating for your seller reputation.
5. Ask for a Link
If someone sends you something to write, or rewrite, and the topic or wording sounds sketchy, ask for a link to their blog or website so you can look around.
This is a pretty good practice for any job since it allows you to get a feel for the tone of the site, what people are liking, and so forth. (you can write some pretty impressive custom posts by doing this!)
It can also help you decide whether or not the buyer is legitimate, or someone trying to pay you to rewrite stolen content. Yikes!
Hint: You don't want to be associated with that kind of work.
6. Have Some Sample Pieces Handy
It really helps (and saves time) if you keep at least 3-5 samples of your work handy for showing buyers. Make sure these are samples that are relevant to the gig you are posting. (Don't share your graphic design examples if someone wants to buy your proofreading services, etc.)
It doesn't happen often, but occasionally you will attract a buyer who only wants to pay $5, but they want you to jump through hoops to prove you are worthy for their site.
From my experience, these people tend to be "huff and blow". That is, they want to sound super important and professional, but they won't turn you down as long as you show them something good that you've done.
7. Always Be Polite
I mentioned this above. But it is so important. Whether you work full-time or part time on Fiverr, consider it a business. Your buyers deserve diplomacy and the benefit of the doubt.
It does no good to get into a fight with them or bash them on the community boards. If the relationship isn't working, part ways and let it go.
The benefits of being polite are well-worth it though!
I had one buyer who tended to be a bit snippy while I was working on an order for him. We went back and forth several times on the word count vs. the price, the tone of voice he wanted (he changed his mind twice), and so forth.
But when I was done, he not only approved the order almost immediately, he gave me a high rating, great feedback and a biiiiig tip.
And he came back to me when he needed the piece updated with new information. So it was well worth the cost of not being snarky. (I was tempted a time or two, I admit.)
Note: Polite is not the same as "doormat". I didn't back down on my fee. But I was cheerfully stubborn.
8. Promise Less, Deliver More
The one trick to getting people to order from again? Surprise them by going above and beyond.
It doesn't have to be a lot. If you promise 500 words, write 650. If you say it will be done in 6 days, do it in four. Do a little extra research, and throw in some relevant links for them to add if they want.
Whatever you offer, there is always a fairly quick and easy little tidbit you can throw in for a bonus.
5 minutes of time could earn you hundreds or even thousands of dollars over the next few months if they return.
Even if they don't, you have a good shot at positive feedback, which helps lead other buyers to your gig.
Get Your Hustle On With Fiverr
Fiverr is far from perfect, but unlike some microtask sites, it gives you a lot of freedom. It's a great place to hustle up some side income (or even full-time income for some people), and introduce you to tons of pretty cool people.
You might not enjoy all of your customers, but you can make your jobs a lot easier by building up a good reputation as being honest, fair, fast, and professional. If you stick to your own rules, it will get easier and easier to shrug off bad buyers, and gain tons of clients you'll love.