Between stressing about algorithms and impressions to competing for briefs in a sea of other freelancers, constantly trying to secure the next best client on Fiverr can feel overwhelming. Instead of spending all your time and energy chasing new customers, why not focus on retaining the ones already secured? When done correctly, this approach can help you build a loyal clientele that consistently provides you with repeat business.
Before we get into the nitty-gritty of what it takes to retain clients, let’s address the most critical factor: delivering quality services. Regardless of how polite and professional you are, no client will be eager to work with you again if you fail to meet their expectations. Quality service is first and foremost.
That said, delivering quality service is merely the foundation when it comes to gaining customer loyalty. If you want to retain your clients and secure your place as their go-to freelancer, add “a cherry on top” of your already excellent skills.
Create a personalized experience
For starters, you want to treat each order as a personalized experience, rather than a merely transactional one. One great way to do this is to use personalized responses to messages. Instead of generic greetings such as “Dear” or “Ma’am/Sir”, address clients by name.
Also, show your buyer that you’ve fully read and understood their message, and express genuine interest in working on their project. For example, if a client mentions their project is for a business launch event, instead of replying with a generic “Thanks for reaching out, I can help you with this project.” you could say: “Congratulations on the new endeavor. It sounds like an exciting event, and I’d be honored to help you launch your new business.”
Asking tailored follow-up questions is another great way to personalize your replies. Avoid sending generic questions irrelevant to their project or that may have already been answered in their brief/initial message. Each question should be intentional and show that you understand their needs well.
Communicate
Further, you want to take your clients on the journey with you by communicating with them along the way. Think about it: building rapport is one of the keys to securing repeat clients, but that’s hard to do if you and your client barely speak.
Always promptly respond to their messages and questions. Share progress updates to keep them in the loop, and send early drafts for their input. All this helps to show you’re invested in their project.
Under promise, over-deliver
Another surefire way to leave a lasting impression is to look for ways to provide additional value. This doesn’t have to be some grand gesture, where you over-extend yourself or offer free services. You can offer something simple, like expert advice on maximizing your product's use. Or, if you’re a logo designer, you can include a PNG file with a transparent background as a bonus so they can easily adjust the background color later.
Simple touches like these won’t take too much effort, but can significantly enhance your client’s experience.
Strategically follow up
After you’ve wowed your client with your skills and provided consistent yet personalized communication, along with some thoughtful extra touches, you should wrap up your efforts by sending a follow-up message. Sending a message a few days or weeks after the order is completed shows genuine care and keeps the connection alive.
Using the example from earlier, you can ask how the launch event went and if they had photos they’d like to share. Alternatively, you can specifically ask about their experience with your order such as “Is the website easy to use?” or “Have you been getting good feedback from the UGC I provided?”
Once you’ve nurtured that rapport, it’s the perfect time to identify and suggest opportunities for further collaboration. Cross-sell an adjacent service they might need, or you can offer a repeat buyer coupon to encourage them to return.
In summary, if you want to ensure that your clients keep returning, you want to prioritize relationships over transactions. While it’s true that some buyers may be only interested in a one-time service for a quick project, you never know which of your orders can lead to a lucrative, long-term business relationship. Nurture each of your new clients with the tips above, and you’ll be able to convert some into loyal customers who value your work and trust you as their go-to Fiverr freelancer.
