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This post is about the Effective Communication indicator.  

Recently, I had to place a couple of orders. 

I was a bit surprised to see the same pattern in different fields, so I decided to share a couple of things. 

Disclaimer: I am happy with the results I received, but I am a seller, and I have been on Fiverr since 2014, so I know how the platform works. New buyers and customers from different fields expect some attention and care. Many of them are scared to pay for something virtual. Many of them simply don't understand how everything works. 

So, how do you think what happened after I placed several orders?

In all cases, I received this canned response:

No name (Fiverr shows our names), no questions, no delivery time, no explanation of the process. 

Once again, as a seller, I know how it works. I prepared detailed technical requirements, but still. 

 When you get a new order, prepare a relatively long message: Thank your buyer for placing the order, use their name instead of the username, tell them about the estimated delivery time, confirm that you have everything you need to start the order, and say something good. 

 Your communication is analyzed by AI. So, the more useful information you add, the friendlier and effective you are. In addition, you work with people. These days, people evaluate experience. They won't complain. They will just leave you and never buy anything again. 

Here's the next question: How many updates have I received before the delivery?

Even though my requests were pretty complicated, I enjoyed the silence for several days in a row.

 When you get an order, check the requirements section. 

When I get the order, I always confirm the task:

“Just to confirm, you ordered English subtitles for your video in Russian. You will receive a video with burned-in captions and an SRT file. Let me know if this is correct."

Especially when your buyer is new to the platform, you need to show them some care and attention. 

 When your buyer reviews the order, he or she will see this window. If they are not ready to choose Exceptional, you are going to suffer 😆

For one of the orders, I received my first draft as a delivery, so I had to request a revision immediately. In my opinion, this is a huge mistake because it hits the Conflict-Free Orders indicator. 

 If you need 3 days to complete a task, set the delivery time to 5-6 days, send a message with the draft on the 3rd day, and don't move the order to the Revision Stage.

When I make a custom offer, I usually say:

“Your project will take 3 days, and I am adding 3 more days for any revisions or adjustments you might have later.”

 When your order jumps between DELIVERED and IN REVISION and stays in the REVISION state for a long time, it may affect your Success Score.

I received a short message stating: “Here's your delivery, let me know if you’d like any revisions.”

 Write a long message: Start with a greeting, explain what can be found in the attachment, thank them for this opportunity to work together, explain the adjustment process (if needed), and politely ask them to give you some honest feedback and fill out ALL the surveys that FIverr is going to send them. 

 You may have 100 amazing 5-star reviews, but if none of your buyers fill out the private review form, your Success Score won't change. Private reviews have more weight than public ones, especially from new customers. 

 If you see that your buyer is satisfied but they don't leave a review, you may send them a polite reminder and explain the importance of their feedback.  

“Creating valuable content for your business is my key priority, and your feedback is essential since it helps me to provide services of the highest quality!”

 You need private reviews to change your Success Score. Without them, it's going to stall. 

Many sellers keep all their communication within the inbox. This is totally wrong because the Success Score takes ONLY the order page into account. So, if the order page is empty, you have 0 communication skills (according to AI) 😄

 Currently, Fiverr is rolling out the combined Inbox-Order Page, so this may become irrelevant soon. However, until it's fully implemented, FORGET ABOUT THE INBOX! 

Even if you have already discussed everything, thank your buyer for the order, confirm the details of your project, add the estimated delivery date, and say something good. 

Update your buyers (especially new ones). Like: 

“Good morning! It's just an update. I am working on your task, and everything is going great. I plan to send everything tomorrow. Have an amazing day!”

Write a long delivery message, explain the content of your delivery, and ask for feedback. I also thank my buyers for another chance to work with them. Being polite always helps. 

Within 3 days, ask for honest feedback once again (but only if you are sure that the honesty of your buyer won't result in a glowing 3-star review 😄). Use your guts to feel the buyer.

All communication stays on the order page. In the worst case, you can send 2 messages at once. Never keep your order page empty. 

These tips helped me to get rid of the RED effective communication indicator for several of my gigs, as well as to improve the overall Success Score. 

The next post will be much shorter, and I will share my point of view on the Delivery Time indicator and how to deal with it.  

The mystery of the Success Score. My ways of dealing with red indicators. Effective communication.

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