How to effectively handle delayed deliveries

[sultanarizia]

Thanks for the helpful tips! Clear communication and setting realistic expectations are so important in managing client relationships—really appreciate these reminders! 😊

[usmantariq301]

Hi @Kesha,

I hope you’re all doing well. I have a couple of questions regarding client communication and delivery that I’d love your insights on.

1. Client Unresponsiveness: I often complete my projects, but there are times when clients go offline and don’t respond for weeks. For example, I recently had a client who was offline for three weeks. I submitted an extension request, which was automatically approved, but this has happened several times. Eventually, I delivered the work with a note inviting any changes, but the client still hasn’t responded. This situation is quite frustrating. How should I approach clients who are unresponsive, especially when delays are on their end?

2. Managing Revisions: I usually wait to deliver my work until the client is satisfied. I share updates and incorporate their feedback, but sometimes clients request multiple changes, asking for the same adjustments several times or reverting to previous versions. This can be overwhelming. Should I submit the work for delivery once I believe it meets their expectations and let them request revisions afterward, or continue with my current approach?

I appreciate any guidance you can offer!

Thank you!

[wiki00]

In niches like graphic design and branding, projects are often completed in structured phases to allow for detailed revisions and client approvals, especially when it comes to elements like logos and brand assets. For this project, we’ll be following a phased approach to ensure each component is finalized to your satisfaction before moving forward.

1. Phase 1: We’ll begin with the logo design, which I’ll deliver first. At this stage, I’ll be looking forward to your feedback, so we can make any needed adjustments and finalize the logo.
2. Subsequent Phases: Once the logo is approved, we’ll proceed with creating the other design elements or files in line with the established branding.

To comply with Fiverr’s delivery standards,  how can you explain this?
is this a right way to deliver logo first in delivery and after approval we deliver logo along with other assets in final delivery based on the finalized logo?

 

[Kesha]

On 10/29/2024 at 8:38 PM, usmantariq301 said:

Hi @Kesha,

I hope you’re all doing well. I have a couple of questions regarding client communication and delivery that I’d love your insights on.

1. Client Unresponsiveness: I often complete my projects, but there are times when clients go offline and don’t respond for weeks. For example, I recently had a client who was offline for three weeks. I submitted an extension request, which was automatically approved, but this has happened several times. Eventually, I delivered the work with a note inviting any changes, but the client still hasn’t responded. This situation is quite frustrating. How should I approach clients who are unresponsive, especially when delays are on their end?

2. Managing Revisions: I usually wait to deliver my work until the client is satisfied. I share updates and incorporate their feedback, but sometimes clients request multiple changes, asking for the same adjustments several times or reverting to previous versions. This can be overwhelming. Should I submit the work for delivery once I believe it meets their expectations and let them request revisions afterward, or continue with my current approach?

I appreciate any guidance you can offer!

Thank you!

Hi! 

Thanks for your questions. 

When it comes to client unresponsiveness, Unfortunately, the best thing to do is to wait it out and see if you can reach the buyer.  We recognize that this is a pain point for many sellers, and we are actively working to improve this system.

In the meantime, if the project is in a good place, you can submit the final delivery, and the order will auto-complete if the client does not respond within three days. If an order auto-completes and the buyer later requests a revision, it is up to you whether you want to honor additional requests on a completed order, as you will not be obligated to. 

When it comes to managing revisions, I recommend clearly stating how many revisions you’re willing to provide based on the package purchased in the very beginning. Once you feel the order meets their expectations, go ahead and deliver. If the client requests revisions after delivery,  you should make the edits as long as they fall within the agreed-upon revisions. Once the client has used all their revisions, you can either inform them of the additional cost for another revision or decline further revisions. Remember, delivering a final product that satisfies the client is essential for maintaining a happy customer and good metrics, so use discretion in handling revision requests.

[logoflow]

On 11/5/2024 at 2:46 AM, Kesha said:

Hi! 

Thanks for your questions. 

When it comes to client unresponsiveness, Unfortunately, the best thing to do is to wait it out and see if you can reach the buyer.  We recognize that this is a pain point for many sellers, and we are actively working to improve this system.

In the meantime, if the project is in a good place, you can submit the final delivery, and the order will auto-complete if the client does not respond within three days. If an order auto-completes and the buyer later requests a revision, it is up to you whether you want to honor additional requests on a completed order, as you will not be obligated to. 

When it comes to managing revisions, I recommend clearly stating how many revisions you’re willing to provide based on the package purchased in the very beginning. Once you feel the order meets their expectations, go ahead and deliver. If the client requests revisions after delivery,  you should make the edits as long as they fall within the agreed-upon revisions. Once the client has used all their revisions, you can either inform them of the additional cost for another revision or decline further revisions. Remember, delivering a final product that satisfies the client is essential for maintaining a happy customer and good metrics, so use discretion in handling revision requests.

Thank you so much for your valuable advice to all sellers, including myself.

Having been a part of Fiverr for many years, I’ve had the opportunity to experience various challenges. One ongoing issue that I've observed is the unresponsiveness from clients, especially after they request revisions. In many cases, sellers continue following up without receiving any replies. Clients may be online, read the messages, but choose not to respond which often leaves the seller in a state of uncertainty. There are also instances where clients remain unresponsive for weeks or even months.

I believe Fiverr could help address this issue, and I would like to share a suggestion for improving the process:

Proposed Solution:
If Fiverr's system could allow clients to keep a revision request open for a specific period, for example, a maximum of one month and then automatically mark the order as complete, even if it’s still "in revisions," it could help both sellers and clients. Fiverr could notify clients in advance, just as it currently does before auto-completion after delivery, to encourage them to respond within the given timeframe.

This would have several benefits:

1. Client Engagement: Clients would be more likely to stay active and engaged if they know the order will be auto-completed after a certain period even if it's in revision.
2. Sellers' Payment: Sellers would not have to wait indefinitely for a response, and could receive their payment for completed work once the order is auto-completed.
3. Fairer Process: If a client hasn’t been active for a long time (e.g., weeks or months), the order could be automatically completed, allowing the seller to be compensated for their effort.
4. CS Team Relief: Sellers should not have to repeatedly contact the customer support team to follow up with unresponsive clients on their behalf.

I understand that clients might open a revision request close to the auto-completion deadline, but I believe this system would be an improvement over the current one, benefiting both sellers and buyers. The deadline could be flexible, whether it's 15 days, 30 days, or another suitable time frame, based on Fiverr’s preferences.

This is just my personal suggestion, and I believe it could be a positive change for both parties. If you find it helpful, feel free to forward it to the relevant team for further consideration.

Thank you for taking the time to read my message, and I appreciate your ongoing efforts to enhance sellers' performance by providing effective solutions for various situations.

[rakib_999]

Thanks for sharing such insightful information.

[jobair_security]

Thanks For sharing.

[wajeehaarooj249]

Thank you for sharing these valuable insights! Delivering on time is definitely crucial for maintaining client trust and strong Fiverr metrics. Life can be unpredictable, but it’s great to know there are professional ways to handle delays effectively.

One thing I’ve found super helpful is proactive communication. As soon as I sense a potential delay, I notify the client, provide a clear explanation (without too many details), and offer a realistic new timeline. Clients usually appreciate the honesty and the effort to keep them informed.

Another strategy I use is offering partial deliverables when possible. For example, delivering a draft or initial version can help reduce the impact of a delay and show the client that progress is still being made.

What about you? Have you tried setting buffer times for your deadlines to handle unexpected delays? Or perhaps you’ve used specific messaging templates to communicate with clients effectively? I’d love to hear what’s worked for others!

Also, how do you approach maintaining a positive tone in difficult conversations with clients? Let’s share some tips to help everyone navigate such situations better!

[ninaschulz]

On 10/24/2024 at 9:37 AM, Kesha said:

 Hi! A delivery will not be regarded as late if you send even the initial delivery by the due date. 

If I do that I will get a warning about "Partial Delivery". Am I wrong?

[Kesha]

On 11/25/2024 at 7:50 AM, ninaschulz said:

If I do that I will get a warning about "Partial Delivery". Am I wrong?

Hi! I'd be happy to clarify.

If you submit an incomplete project to stop the clock, then yes, it will be considered a partial delivery. 

However, if you send a complete initial delivery, it won't be considered late, even if the customer requests revisions before considering it a final. 

[muhib115]

Thanks a lot @Kesha That helps a lot.

[pavelt123456]

Thank you so much