In light of our new ratings and review system, let’s discuss the dos and don'ts of soliciting reviews from your customers. Understanding the importance of positive reviews in achieving success on Fiverr, it's crucial to consistently provide an excellent experience for your buyers. This involves effective communication, upholding professionalism, and delivering top-notch work—all of which can lead to better reviews.
Beyond these dedicated efforts in the order process, sometimes, a buyer won’t leave a review, and it may also be necessary to actively ask and encourage buyers to leave one to ensure you get the credit due. When asking for feedback, it’s important to adhere to our Terms of Service and avoid the following:
- Feedback manipulation- This is defined as using manipulative language to influence favorable reviews. Tactics such as bribing, coaching, or guilt-tripping customers are not acceptable. Examples include:
- “Please leave me a good review.” Or, “If you had a good experience, please leave a review".
- “I won’t be able to feed my family if you leave me a bad review.”
- “If you leave me a good review I will deliver something a little extra for you.”
- Threats- Steer clear of any actions that imply negative repercussions for customers leaving unfavorable reviews. Examples include:
- “I will ruin your website if you don’t leave me a good review ”
- “I will report you if you don’t leave a good review.”
When in doubt, simply asking for an honest review could go a long way. Once submitted, unless it violates our Terms of Service, a review can only be changed or removed by Customer Support. If you disagree with or require further clarification on a review, you may politely inquire without being confrontational. For instance, you could say, "Hi, I noticed your recent review and would appreciate any feedback on how I could improve." In cases where a buyer unintentionally leaves a low rating, tactfully seeking clarification may prompt them to want to correct the review.
If your buyer mentions the low rating was an accident, you can coach them through the process of revising the review by reaching out to Customer Support. Keep in mind that before changing the review, Support will examine the conversation to ensure no manipulation took place. Use phrases like, “if you’d like” or “no pressure” to ensure your messages are not interpreted as manipulation.
Remember, maintaining an impartial tone when discussing feedback with customers is essential. Avoid placing undue pressure on them to rate you in a specific way. This approach not only ensures customer satisfaction but also safeguards you from warnings or potential bans, ultimately preserving your long-term success on the platform.
