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A few questions about handling clients..


lexwindle
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Hey all,

I was wondering how other sellers handle clients who want a TON of revisions after you've already delivered the files with the revisions that you've included in your quote? Do you just make them another offer for more revisions?

I was also wondering.. If they aren't happy with what they have AFTER the revisions, what's stopping them from cancelling the project after you've delivered the files an just keeping them? I'm sure others have wondered/solved this as well.

Thanks for the feedback ❤️

 

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5 minutes ago, lexwindle said:

Do you just make them another offer for more revisions?

I remind them in a kind yet firm manner about the revision policy and (if it applies) that the requested revision is beyond the inclusions of the order.

6 minutes ago, lexwindle said:

If they aren't happy with what they have AFTER the revisions, what's stopping them from cancelling the project after you've delivered the files an just keeping them? I'm sure others have wondered/solved this as well.

There will be more buyers who are fair and will leave their thoughts through a positive or negative review than buyers who will outright cancel just because they are unhappy. You deserve to get paid for what you did, unless you are scamming the buyer and did not deliver anything close to what was agreed on. Yes it is a tricky discussion as there are many ways to look at it, but I would generally say there are more non-headache buyers than headache buyers. 

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This has only happened a few times for me but what I would recommend is just send a quick message explaining that we have already gone through the revisions included in the gig price. I will ask them if they want another revision and explain that it will cost X amount. Only then will I send the offer for this amount. 2 of the times the buyers decided that actually they were happy with the delivered item and I redelivered it as it was. I guess they didn't want to pay anymore but were wanting to get extra work.

The only difficult buyer I had threatened to cancel if I didn't give him more revisions for free. I politely told him that he had confirmed multiple times he was okay with the design, that I had faithfully carried out the work promised, and that he had used the revisions he paid for. After not responding to me for a day he eventually just accepted the delivery.

I think the main thing you have to do when in a situation with a buyer is to be polite but firmly stand your ground. Even better, if you can try and avoid these situations in the first place that makes life a lot easier. I do this by updating the buyer throughout the process and getting their feedback to make sure that they are happy with how its going, but also so that they can't say they dislike it.

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25 minutes ago, lexwindle said:

Hey all,

I was wondering how other sellers handle clients who want a TON of revisions after you've already delivered the files with the revisions that you've included in your quote? Do you just make them another offer for more revisions?

I was also wondering.. If they aren't happy with what they have AFTER the revisions, what's stopping them from cancelling the project after you've delivered the files an just keeping them? I'm sure others have wondered/solved this as well.

Thanks for the feedback ❤️

 

It's such a delicate situation, especially considering how easy it is for lines to get blurred and for messages to get lost in translation when you're communicating exclusively via the order messenger. I know that I had a difficult time saying no to buyers in the beginning, but that's my "people-pleasing" nature anyway. That being said, I agree with @theratypist and @alexandamedia. You have to stand your ground. Put on your best customer service persona and remind them of terms of the buyer-seller arrangement. I've learned to spot the difference between a buyer that needs guidance and one that thinks they've got you by the ... well, you know. 

If anything, it might be wise to log the issue with customer support just so that they are aware of this buyer's behavior. I've had a few clients like this and I think it comes down to how they sign on with you in the first place. The "quick to click" types are usually a bag or problems. As soon as you receive a direct order, make sure you iron out everything that is included in the package that they've selected (just in case they missed it). I've created a PDF/presentation that I send to clients. It details the terms of service, number of revisions included, and fees for additional payments that they can make on Fiverr. It also lists all of my previous work and a few examples. 

When it comes down to it, some buyers don't know what they want out of a project, while others just try to take advantage of a situation. Stand firm. Be polite. Document everything and get in touch with CS if the matter persists. 

Best of luck!

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Some days ago I delivered an order of website which I made from scratch. The buyer didn't responded within 3 days and after 3 days first he said it is good. Today after 6 days he says that he wants a massive change in site and if he is not satisfied he will ask fiverr for refund and will leave a bad review. Is it possible now after 6 days? Can he be a threat to my account? What should I do now? Please someone help I am so tense.

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11 hours ago, syed_az said:

within 3 days and after 3 days first he said it is good.

You will have to explain to them about your revision policy and the changes requested are beyond the scope of the purchased order. The order is also closed meaning they accepted the order during the said time.

11 hours ago, syed_az said:

if he is not satisfied he will ask fiverr for refund and will leave a bad review.

Again just do as above, be kind and firm (stay professional) that the changes requested are beyond the price of the order and that it takes time and effort to do (state your revision policy, etc). 

11 hours ago, syed_az said:

Is it possible now after 6 days?

Sometimes I have repeat buyers who ask for very very very minor changes or assistance after a few days and I am fine with doing it. I have not had a buyer request significant changes beyond delivery, and if I did they usually offer to make another order. If it takes time to do the requested changes, consider it another order. Your time is precious.

11 hours ago, syed_az said:

Can he be a threat to my account? What should I do now? Please someone help I am so tense.

I would still explain to him accordingly and bring up to Customer Support if you aren't able to settle it with them. Show Customer Support screenshots of the conversation especially the part where the buyer indicated it was good and delivery was accepted. 

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