Guys and gals, Virtual Superman here! (My first post actually, I’ll make it short).
I’d like to share a story with you. I usually have great customers that are satisfied with my delivery (99%), but you know, it’s simply not possible to please everyone.
I recently dealt with a buyer who wasn’t satisfied with my delivery as he did not read the description carefully. I didn’t tell him: “well, it’s your fault, (dork), read the description carefully next time”.
Instead, I did this after the first delivery:
- I offered to give him a gig extra that he needed for a great price OR a full refund - he chose the gig extra
- When I delivered the gig extra, he wasn’t satisfied either
- I offered a full refund again, he did not agree so number #4
- I gave him another gig extra, just for free to make him satisfied
The total price of the gigs I delivered was $80, he paid $50. I gave him 2 free bonuses + Tips, Tricks & Hacks that are worth well more than $80. I was asking him constantly if he is satisfied with the service - in the case he is not, I’m ready to fully refund him. He did not respond. One hour later, he left a 3-star review (satisfactory experience).
I immediately contacted him and described politely what I delivered, why the reviews are so crucial to my Fiverr business and asked him if he doesn’t mind if I cancel the order and refund him. Honestly, I don’t care if I lose 40 bucks or even more. I don’t want the money of customers that are not 100% satisfied and I accept only 5-star reviews. That is a must. He immediately sent me a message saying that he wants to change the feedback and finally, he gave me 5 stars.
The thing is that some buyers just don’t know that 5-star reviews are crucial to our business. It’s better to lose some bucks now than have reviews that suck in a long run. Anyway, if you receive a negative feedback and do not want to refund the buyer, just do not comment with hate, make a fun of that. If I couldn’t change the feedback, I would give him 5 stars and my comment would be:
“Agreed to deliver gigs that cost $80 for $50, got satisfactory review - I love that guy anyway :D”
I hope it may be helpful, take care guys!