On Fiverr, your words matter just as much as your work.
Sure, you can deliver a flawless design, an impressive script, or the most polished marketing plan ever, but if your communication with clients falls flat, it can have an impact on your Success Score, how clients perceive you, and ultimately, how much business you get.
With all that at stake, great communication isn’t optional, it’s the backbone of every thriving freelance business.
Here are some dos and don’ts for effective communication with your clients:
Don’t leave clients guessing | Do keep them in the loop
If your client has to chase you down for an update, you may have already lost points.
Instead, beat them to it. Share progress even before they ask. For shorter projects, you can send daily check-ins, and if you’re working on a longer-term project, you can send updates whenever you’ve made some progress on the project. Even a simple, “Just wanted to let you know I’m working on the first draft and will send it on Wednesday,” can help build trust and show professionalism.
Don’t be vague | Do be clear and detailed
When it comes to client communication, “less is more” doesn’t apply. It’s always better to over-explain than under-explain.
When you get an order, thank the client and recap the scope, deliverables, and timeline in your own words. Not only does this set a professional tone, but it also gives clients a chance to clarify or correct any misunderstandings early, before they become bigger problems.
Keep that same level of detail throughout with every message: spell out next steps, explain expectations, and avoid one-word or vague replies. Fiverr’s system (and your clients) notice when your communication is weak, so try not to cut corners here.
Don’t sound like a robot | Do add personality and personalization
Here’s the truth: people want to work with real people, not just faceless freelancers so it’s important to do your best to connect with your clients.
Templates and Quick Responses can help streamline communication, but avoid copying and pasting the same generic messages to every client. Instead, personalize your messages by using the client’s name, referencing their project, and letting a little of you shine through.
And remember, professional doesn’t mean stiff. If you’re designing a cookbook, for example, it’s perfectly fine to say, “This project is extra fun for me. I love cooking!” That tiny detail makes your message feel real, not canned.
Don’t rush to move orders along | Do make sure you and your client are on the same page
It’s tempting to accept every order that comes your way, but rushing into a project without alignment can lead to cancellations, frustrated clients, and damaged metrics. Before you hit “accept,” ask clarifying questions to confirm:
- Do your skills and capabilities align with the client’s goals?
- Are expectations clear and realistic?
If something feels off or if you need more clarity on something, address it early. And, if it’s not a fit, don’t be afraid to politely part ways.
Don’t mirror difficult buyers | Do stay calm and polite
Even if a client comes across as demanding, impatient, or downright complicated, resist the urge to mirror that energy. Matching frustration with frustration may only escalate things further.
Instead, keep your tone professional and solution-focused. Often, this approach can de-escalate tension and open the door to finding a workable solution. And if resolution isn’t possible, you always have the option to involve Customer Support for mediation. Either way, staying composed protects both your metrics and your reputation.
At the end of the day, communication is your secret weapon. It’s not just about avoiding cancellations or keeping metrics high, it’s also about building relationships and leaving clients with a great experience.
