Fiverr Community Forum

How do you handle a rude and irrational customer?

Not everyone is going to be happy with our services, and sometimes we come across rude and irrational buyers who just don’t understand that behind a computer is a human being just like them, and that we do put in the work to accomplish their task. So i wonder what has being your experience in handling rude and irrational buyers?

this will also help new sellers in similar situations.

3 Likes

I talk to them in a very nice way until they change their behavior, if they are still rude, I cancel the order and don’t work with them. I want to focus on the good customers.

10 Likes

I deal with them intuitively. Usually they are told that I won’t speak to them unless they are polite. I don’t get many of them at all. Understanding what makes them tick has really helped me a lot.

3 Likes

I’ve been having some pretty ridiculous customers lately.

1 Like

I act rude and irrationally back and tell them that I know where they live and that I’m coming for them.

Not really. :wink:

It always depends on the situation. I have an extraordinarily rude buyer at present whom I have a strange relationship with. They have insulted me in the past, accused me of plagiarism, and pulled out the "there are lots of other writers" card.

I wanted to block this person after their first order. I then planned to after their second order. However, then they ordered a third time and they have just ordered a fourth time. These are also $140 orders, so not exactly small change.

Now it seems like this buyer hates my guts but is very aware that I’m the best writer they can afford to hire by a long shot. In this case, they now just order and avoid communication with me and I’m kind of happy to keep working under these circumstances. (As long as $$$'s keep flowing in.)

This, though, is an exceptional circumstance. If it is a small $20 order, I now usually cancel when buyers start going postal. The way I see it, these people are determined to cancel or get me to work like a dog, and my reputation (that they can affect by leaving a review) is worth more than a maniac paying $20 for what is essentially just an opportunity to tarnish it.

If it is an order over $50, I try to appease manic buyers by just revising work to their specifications (if they have any), before redelivering without saying a word.

Then though, you have the rude buyers who act aggressively on purpose because they have always intended to try and get work for free by making you cancel. These people can simply not be satisfied. In this case, the first thing I do is try and determine if they are already using my work. If they are, I point this out and pen a pseudo "BTW, if you are doing what I think you are doing, I’m experienced in destroying businesses like yours by sending takedown requests with web hosts. In this case, FOC-off and try picking on another seller next time."
.
As I say, though, it is always different. My only universal approach is to hope that all such buyers come down with some kind of karmic flesh-eating disease.

6 Likes

Some customers think if we are going to pay $20 its mean we are gonna make the other person as our slave.

3 Likes

I don’t get too many of these types but when I do I stick to my guns. I can take a few negative reviews here and there if necessary. Usually though, when I do say something blunt and professional in response ie. “that’s not what you asked”, “that’s not what you paid for”, “I’m not going to do that because…”, they settle down and realize I’m not all that interested in their one review.

If I had 10 of these in a row then yeah, I would probably have to be more careful but as it is, I think experienced sellers with plenty of reviews should stand up to these types and perhaps give them something to think about.

6 Likes

have you had this happened where they changed their behavior? patience is key in your opinion then.

why, what’s happening can you share?

BTW, if you are doing what I think you are doing, I’m experienced in destroying businesses like yours by sending takedown requests with web hosts. In this case, FOC-off and try picking on another seller next time." jajaja this is a great answer, you know i had one of those buyers recently where i wanted to tell them f-off but i just though for a second that these people might want to get you to curse and do some crazy posts so that they can report you and get you banned. it’s ridiculous what we find as sellers here. I had another one that left me a 2 star saying some crazy stuff that didnt make any sense and then reported me when i try to get him to talk as to why he did what he did, he reported me saying i was manipulating him to change his review, is part of the business i understand that but it’s just crazy. Have you had any trouble sending this BTW post, or they just get scared??

so true. i have had that happened to me as well. how have you handled that situation?

totally agree, in my experience about 97 percent of buyers are great to work with. just those 3 percent think they can come in and do whatever they please with us sellers and im just like you, i will try to go above and beyond to make them satisfied, but to a certain point, i won’t put up with them anymore after that… great answer :+1:

1 Like

Just to add - I don’t engage after an unfair review is left, I just move on.
Further irritation and possibility of a warning just aren’t worth maybe feeling good about giving a snarky or harsh response. Make coffee/sangria and move on knowing that some people are just odd and will act in weird ways.

2 Likes

I have very few such experience luckily. My buyers wee very nice to me but that doesn’t mean i don’t have any cancellations. We have to face it being very patience and try to resolve the matter professionally.

1 Like

great answer, and you’re totally right. :slight_smile:

1 Like