Hello, all. I’ve had experiences with two different customers in recent weeks that’s left me scratching my head. I hold the philosophy the customer is always right. But, where do you draw the line and prevent being taken for a ride? Let me explain.
The first incident happened last month. I had a customer in Switzerland buy a 200-word voiceover gig. I delivered on time. A couple of days later, the client sent me a message saying the voiceover was unprofessional and I pronounced “all” of my words wrong. I was very confused and asked for him to elaborate on some words he felt I voiced incorrectly. I told him I’d happily make revisions. It wasn’t until a few days later he messaged and said it wasn’t actually “all” of the words, but “several.” But, he still wouldn’t provide me a list of the words. After further pressing, he said it was technically just “one” word he had a problem with. I never argued. I made the revision- being careful to look at the dictionary, even, to make 100% sure I was speaking this particular basic word correctly. But again, he didn’t like the newest version- though when I inquired, he wouldn’t tell me how he thought the word should be pronounced. After some similar back-and-forth exchange, it became obvious it wasn’t going to work out. Frustrated and fearing a bad review, I requested a cancellation and he agreed to it- my first and only cancellation in my few months on Fiverr.
My second, similar incident happened last week. I had a different customer from overseas order a gig, and I recorded and delivered it. The customer never marked the order as complete; the system did it automatically. Several days later, the client came back with a list of revisions. These had to do with him being dissatisfied with the length of my pauses between some words in the script. These were natrual milisecond pauses, but I happily re-recorded/re-submitted. He was still unhappy. For the next revision, I went in and edited-out every last bit of pause between these words. It was to the point everything sounded strung together and there were no spaces left whatsoever. But, the customer claimed the pauses were still too long…even though in the new file no such pauses existed. He then came back with a list of additional “pause too long” revision requests which he never mentioned to begin with. These back and forth re-records and resubmits went on for an hour to no avail. I finally apologized and stated it was becoming obvious I was unable to deliver what he needed. I offered to contact Customer Service to help us get it worked out. His responses stopped.
Has anyone else had experiences like these? I do my best to go above and beyond to deliver perfection to my clients. But, in these two instances, I felt I was being played like a game and something was “off.” I would love to hear your thoughts!