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Customer wants revisions but is too vague. Help!

Hello! I’m a pretty new seller and I need some help.

My gig is about logo design. I had this customer come to me and first request a discount on the premium package (ends up being $20 instead of $30) because I want to get a larger customer base. The package includes 3 concepts and 5 revisions.

When I was designing the logos, the customer was fine in choosing a concept he liked and even provided an example to what he wants. Later, after showing him the logo I have so far, he always finds something he wants to change, so I do it.

The problem is this always has happened when I fix the logo and he’s too vague about what he wants. He says things like “make it unique” and “be creative.” It always turns out that what he requested isn’t what he wants. When I ask for details, he only responds hours after I ask and at night (despite our time zones being close to each other).

I delivered the logo after asking for his final input (I made sure to clarify this was his final input). Then I see a message saying he doesn’t like a little detail and he wants me to revise it. He also says he wants “something to fit with the design” and to “be creative.”

This revision would be his sixth (over the five revision limit). Also the digital program I’m using keeps crashing so I can’t fix it either. What should I do?

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I would stick to what you said. Let him know nicely but firmly that he has used up all of his revisions, and if he requires more, he will need to purchase a new order for the new work (if you are okay with working with him more). If he objects, maybe reinforce the importance of giving CLEAR and THOROUGH feedback to avoid having to purchace more revisions (You might also ask him to send examples of what he’s looking for).

You deserve to be paid for your work. It’s not your job to work endlessly trying to figure out what the buyer wants when they don’t know what they want themselves.

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Oh, boy. Sounds like a rough day for you. I hope for you to get it sorted before it starts affecting your business. Good luck! :wink:

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Hey! Okay first off - so I don’t know much about logo design but wooow, that’s a lot of work you’re offering there for $20. I completely understand the need to build a larger customer base, but giving out 3 unique concepts and 5 revisions on top of that doesn’t seem quite proportional (your time & effort) vs what you’re going to be making from this sale (i.e., $16 dollars as 20% of every $5 goes to the platform).

The reason I’m saying this, is because you might find buyers who might exploit ‘the 5 revision’ provision and your willingness to go above and beyond for them - the buyer evidenced above seems to kind of resemble one in that category.

Also, if he’s too vague about his feedback, I would probably suggest drawing up a revision questionnaire of sorts that he can fill out/tick to help you understand his requirements better. Lots of buyers aren’t too skilled in exactly explaining what it is they’re looking for, so one option could be to try finding out what exactly it is they need.

Secondly, do politely inform them that they’ve exceeded their revision limits because if you’d don’t tell them, this is going to be an eternal loop for you (especially with buyers who are nitpicky). So do try laying down some ground rules and hopefully, you’ll soon find a collection of wonderful buyers who respect your boundaries and are more communicative regarding what they require. Good luck!

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Thanks so much for your reply! Your advice really helps me out!

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Can you use different software to complete it or a more stable version of the same software?

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Unfortunately no, at least not without spending a lot of money that I don’t have.

Which software are you using? Maybe we can give you an alternative that you are not aware of.

Add at least one 0 to your pricing and most of these issues will disappear. You will have to accept fewer buyers at first as you step out of the $5 cesspit but as you are realizing those who don’t pay enough, don’t pay enough attention to what they are doing to get a result worth anything. Money focuses people like little else, sad but true.

I would:

  1. Step aside and check that the work you are doing is at least on-par with the work on your offer/portfolio and something you would be proud to buy. If not, take the hit and do it right.
  2. If you have done a Great job then go back over the whole conversation and see if you are missing something that the buyer meant but possibly got buried under miscommunication (and the emotion it raises).
  3. If you found nothing, then you have fulfilled your end of the bargain and more so. Advise the client that you are happy to go on, at $20 per round of re-work, until they are finding what they need. Be nice, they may have a process of random luck based on their religion or something. My bet tho is they will pull up real fast.
  4. Probably they will get nasty. Report all of this immediately as you deliver the closest version to their Brief and again offer your willingness to find their desired outcome (for $20 per round). Stick at it until they cave as if your work is fitting, they cannot cancel under an “I don’t like it” (see TOS).
  5. If they give a poor Star rating, Respond nicely pointing out how you were happy to keep going but not being given a clear direction after the allocated 5 revisions let “the process” down.
  6. Put your prices up and offer a service worthy of that i.e. with clear Brief/Scope discussions to understand their buyers and what they need to know about this business followed by intense time at Inkscape (not Wix Logomaker).

:slight_smile:

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Thank you for your response. I checked the terms of service since you mentioned it and I did find a line that said the buyer can’t abuse the request revisions button to get additional services than what they paid for. I thought I might have to just cancel the order and not get paid, but I don’t have to do that thanks to your advice.

Also, I’d like to increase the prices but unfortunately since I’m new (this is only my second gig) I wanted to get some positive reviews first.

Lastly, thank you for mentioning Inkscape. I didn’t know other free vector art programs existed! (I currently use Adobe Illustrator Draw)

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I recently bought Affinity Designer; it’s pretty darn good for the price, and it’s nice since it’s a one time payment and not a subscription like Adobe Illustrator. :+1:

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I get that. I really do but I must say that taking $15 jobs for things that should be $150 and getting 5* for them has not helped me make any more sales at any price anywhere. $15 people are and almost always remain $15 people with $15 thinking. Many can’t even (or don’t want to) see the difference between $5 work and $5,000 work. They will argue that it is all the same. That sort of broken thinking is not useful for either side of the fence.

Better to get one $500 client for $500 work as that job says to $500 buyers that you are their level. Doing $500 for $5 or even free as a favor simply says you are worthless. I know the dilemma as I show $500 Mixes but still have some Dudly Do Nothing send insults that I do not know how to do it properly based on some rule they made up. These people are not worth anything, even to themselves.

It is a terrible time for specialist work seeing everyone watches 30 secs of a YouTube vid, declares they are an expert and therefore anyone charging more than $5 is a rip off. The sense of craft & collaboration is totally destroyed right now. I wish I knew how to say go here to find genuine people wanting genuine work
:slight_smile:

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I think before starting the order, seller should tell the buyer to write requirements in the form of list for agreement.
in this way, time of both buyer and seller will be saved.

Can you improve your requirements to help people who are not sure what they want?
I’ve ordered a couple logo gigs, and the sellers were pretty specific, asking for things like colours, style, a certain number of links to logos I like, and such already on the gig requirement page. There were some minor adjustments I had to ask for in some cases, but nothing dramatic.

If your requirements already are specific enough, perhaps you could develop a template for such customers, by giving pointers as to how you need them to specify things like “unique”, “creative”, and such.

Ultimately, though, the customer should take responsibility if their requests are really vague. I’ve also ordered gigs based on liking what I saw in a seller’s portfolio, and gave them free reign - in which case, I’d take the result, even if I didn’t like it much, and be more specific next time, or order from someone else.

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Sorry about off-topic, but how do you plan to deliver new orders if you can’t use the software?

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For a while, I’ll be turning off my gig since I’m so busy lately.