Answering customers reviews

[moonstaredits]

Hello! I wanted to know something.

You know you can always answer buyer review with your side of the story in the gig page after the place it.

I had 2 buyers that were really bad (they straight up broke what the offer said: one was hurrying me when I was delivering on time and the other was giving modifications one by one when sending a draft, which ending up causing more revisions than what it was stipulated).

I should have left a good rant about them in the answer, but decided not to because I thought it will look unprofessional to do it.

At the end of the day, the first impression your potential customers get is from your gig page and I’m pretty sure everyone reads the reviews first. If I have a customer giving 3 stars in seller communication and then I go and reply with a rant, who is looking more unprofessional? Buyers tend to side with buyers, and they don’t see the whole process of the client being pedantic, so they will only get a bad impression of me as a seller because they probably think that 3 star rate was justified (and I continue to reinforce that idea with the vendetta reply with a rant).

As a seller I have my boundaries, and can’t let a customer cross them, but my main goal is to keep things professional. A buyer can be pedantic, but it is my job to remain polite, as long as they don’t cross the line.

So the question here is, I am I allowed to answer the review with my opinion of the experience and complain about the customer? Would you consider it unprofessional or just an honest opinion? How ranty am I allowed to be without being considered rude by future sellers that may visit my gig and scare them from buying from me?

[leannelrivers]

Ah, drip feeding revision notes. The best!!

If you have a criticism about the buyer, I would put this in your review to them. Staying professional of course.

I had one 3 star review a while back that was completely unfair and made me really angry because I went above and beyond. He’d sent me an example of a voiceover and asked me to copy the tone exactly. It was very serious with no emotion. So I copied it. He requested a revision and said he couldn’t understand why I’d copied the tone of his example. Er, okaaaay.
He needed a second revision because he’d rewritten the script. I got onto it and had it back within 30 minutes. He then sent me his final video and asked if I thought it was ready. I said that I thought it looked and sounded professional but that I couldn’t really say if it was ready as it wasn’t my project. From beginning to end it all took less than 24 hours on an order with a 3 day turnaround agreement.

He left me a 3 star review - “Would have been nice if the seller could have given 100%.” I wasn’t happy at all but I kept my reply professional. Something like “I’m sorry you feel you didn’t get the service you expected, I delivered this, this and this, plus revisions which you didn’t pay for and within one day. Thank you.”

OK, it was a bit edgy but not unprofessional or inappropriate. Anyone can see from that that he was probably just a pain in the a**, which he was, and trusted the 200+ 5 star reviews instead.

[moonstaredits]

Ah, drip feeding revision notes. The best!!

If you have a criticism about the buyer, I would put this in your review to them. Staying professional of course.

I had one 3 star review a while back that was completely unfair and made me really angry because I went above and beyond. He’d sent me an example of a voiceover and asked me to copy the tone exactly. It was very serious with no emotion. So I copied it. He requested a revision and said he couldn’t understand why I’d copied the tone of his example. Er, okaaaay.

He needed a second revision because he’d rewritten the script. I got onto it and had it back within 30 minutes. He then sent me his final video and asked if I thought it was ready. I said that I thought it looked and sounded professional but that I couldn’t really say if it was ready as it wasn’t my project. From beginning to end it all took less than 24 hours on an order with a 3 day turnaround agreement.

He left me a 3 star review - “Would have been nice if the seller could have given 100%.” I wasn’t happy at all but I kept my reply professional. Something like “I’m sorry you feel you didn’t get the service you expected, I delivered this, this and this, plus revisions which you didn’t pay for and within one day. Thank you.”

OK, it was a bit edgy but not unprofessional or inappropriate. Anyone can see from that that he was probably just a pain in the a**, which he was, and trusted the 200+ 5 star reviews instead.

Ah, drip feeding revision notes. The best!!

And revising something in the last draft that was already there in the preliminar draft, when you’re about to send final delivery 🤡

“Would have been nice if the seller could have given 100%.” I

He wanted your soul or something 😂

OK, it was a bit edgy but not unprofessional or inappropriate. Anyone can see from that that he was probably just a pain in the a**, which he was, and trusted the 200+ 5 star reviews instead.

Definitely. You give what they’re paying for in an objective way, this much of this item, this much of this another. You are not the one at blame if they think it doesn’t meet their expectations from a subjective standpoint. I should try this if one bad unfair review happens again (almost all of my negative reviews are, as I said they misunderstood the contract that is an order and I can’t do anything about it. I may as well send a ticket to customer support to cancel the orders if I wanted to and they would be on my side)

[psykkopatte]

Of course, answer the review in a professional way.
I sometimes check reviews of top rated sellers in my niche, they often answer bad reviews professionally in showing clearly that the problem came from the buyer, often not providing good video clip and expecting a pro render with low quality files, examples like this.

[moonstaredits]

Of course, answer the review in a professional way.

I sometimes check reviews of top rated sellers in my niche, they often answer bad reviews professionally in showing clearly that the problem came from the buyer, often not providing good video clip and expecting a pro render with low quality files, examples like this.

I see, I will have to give it a try. I just thanked them and moved on, no matter how bad the experience with them or the rating was.

[psykkopatte]

I see, I will have to give it a try. I just thanked them and moved on, no matter how bad the experience with them or the rating was.

This man has around 1000 reviews on his profile, full 5/4 stars review and 26 reviews under 4 stars and this is how he answer bad reviews

Sans titre831×542 50.9 KB

[psykkopatte]

About the green screen I would be mad and tilted too because he just makes editing just like me and clips are made by buyers, not doing light enough in a green screen ruins the video quality footage, so nothing he could do about it and still he got a bad review

[moonstaredits]

This man has around 1000 reviews on his profile, full 5/4 stars review and 26 reviews under 4 stars and this is how he answer bad reviews

😂 And as an editor myself, yes, last buyer sent vertical photos and wanted to make kind of a slideshow with the book info of writer and friends FOR A BOOKTRAILER, gave me no context of who appeared in the pictures and then expected me to figure it was important including those friends of the writer. At least he didn’t left a review and hope he doesn’t asks for a refund because he is not happy and even told me so through inbox, even though I delivered EXACTLY what he wanted (but with a better quality and sense of design than the half-assed piece of garbage he sent).

People need to understand that graphic designers and editors can’t make magic. Poor quality footage = poor quality end product, don’t know why they think they can make high end videos using cellphone cameras and bad illumination.

[psykkopatte]

Oof, it was really edgy. The “Haha” part killed me 😂 And as an editor myself, yes, last buyer sent vertical photos and wanted to make kind of a slideshow with the book info of writer and friends FOR A BOOKTRAILER, gave me no context of who appeared in the pictures and then expected me to figure it was important including those friends of the writer. At least he didn’t left a review and hope he doesn’t asks for a refund because he is not happy and even told me so through inbox, even though I delivered EXACTLY what he wanted (but with a better quality and sense of design than the half-assed piece of garbage he sent).

People need to understand that graphic designers and editors can’t make magic. Poor quality footage = poor quality end product, don’t know why they think they can make high end videos using cellphone cameras and bad illumination.

Yes, they are completly dellusional, I haven’t got anyone complaining about quality yet, but some people maybe don’t know anything about video production so they expect to have the same render they see from a video made in a studio with HQ cameras, steady cam, lighting, decor, sounds and voice recorded in audio studio, so this is why I ask buyers to contact me before ordering, thing i have written in my package and then i ask to see fooages first and give a first impression so there isn’t any surprise at all.

[moonstaredits]

Yes, they are completly dellusional, I haven’t got anyone complaining about quality yet, but some people maybe don’t know anything about video production so they expect to have the same render they see from a video made in a studio with HQ cameras, steady cam, lighting, decor, sounds and voice recorded in audio studio, so this is why I ask buyers to contact me before ordering, thing i have written in my package and then i ask to see fooages first and give a first impression so there isn’t any surprise at all.

Same here. I ask them to inbox first, so they don’t lose their money and put their feet on the ground.

And yes, a lot of people here place orders because it’s supposed they can’t make what they’re ordering for. Then they try to talk to you like they’re experts and not valuing enough your professional input: If I say that I can’t write a whole essay and make it appear in your booktrailer, go and cut the god-damned script to make it more summarized. If I say using pictures will bore the viewers, take my advise. If I say I can’t use vertical videos for a horizontal video, don’t make me do the impossible. Why hiring me in first place? Just diy your way out if you’re happy with half-assed looking products and are asking me to do one even when I’m able to do better and that’s what you’re paying for.