I have seen a lot of discussion on overdelivering. Most take a much different view of this concept than I do.
Here are my Do’s and Don’ts.
First the Don’ts -
- Don’t ever deliver more than what is in the gig description
- Don’t offer bulk discounts - Everything on Fiverr is already discounted!
- Don’t let it pass when a customer asks for the services defined in the Gig Extra without ordering it
- Don’t agree to perform services that are different than what is described in the gig just to win business
- Don’t allow the buyer to start the clock until they have provided the true requirements
- Don’t allow the buyer to change the requirements after delivery and redo the work
So where does the overdelivering come in? The Do’s -
- Do contact the vendor within an hour of their order (or within minutes if possible) to let them know you have their order and appreciate their business and what the next step will be and when
- Do have excellent and persistent communication
- Do ask clarifying questions and ask for reference material so you can provide exactly what the buyer is looking for
- Do provide a draft and allow the buyer to give you feedback before providing the final product
- Do show enthusiasm for the buyer’s project and let them know how much you appreciate their business
- Most importantly, do provide quality, within the gig description, that is indistinguishable from the quality they would receive at regular market prices
Why do I take this approach? Because my goal is repeat customers that respect the value of my work. If I start off by discounting the value of my work, then I may get that repeat customer. But they will expect the same discounted work into the future. I don’t want that kind of repeat customer. I want the kind that values what I am providing each and every time they order. And what they get back is great communication, great service, and great quality. That is ovedelivering.