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Do You Really Know Who Your Customers Are?

Posted by in Blogging, Entrepreneurs


Do You Know Who Your Customers Are?

This sounds like a simple question right?

I thought so too, until I had an issue on Fiverr that got me thinking.

I’m sure you have heard of fiverr by now, but if not, it is a place you can sell or buy services of all kinds for $5 know-who-your-customers-are

I have been using Fiverr to buy gigs for over 3 years now and have been selling gigs for the past 8mnths for a case study idea I have.

I had sold a gig to someone recently and I did the gig exactly as I described it… yet he wasn’t happy because he assumed something I never mentioned in the gig or anywhere.

So he left me negative feedback that was completely ridiculous and not true.

So I reached out to Fiverr to have them look into the work I did and the feedback he left to see it was bullshit and to remove the feedback.

On fiverr your feedback is what makes or breaks your sales, similar to ratings on ebay.

Understand I have made over 120 sales for this gig and received ONE negative feedback before that I left in place and I fixed the buyers complaint.

You can’t make everyone happy, and I understand that.

This situation was different, he got what he paid for plus a bonus, but he assumed he deserved more.

So the feedback had to be removed.

Now fiverr was nice enough to look into it and they concluded it was a BS complaint and they did remove the feedback.

Problem fixed right?

NOPE, that would of been to easy. Instead of being done with this moron, he added the negative comment 2 times a day for the next 3 days. each time I reached out to fiverr and they did remove the comment each time.

The problem was that the fact that fiverr chose to remove the comment, means they agree it was a bullshit complaint, so letting him to continue to re-add it every day again made no sense to me.

If you fiverr remove the comment, why would you allow him to re add it daily?

Makes no sense right?

So here is where the question…

“Do you know who your customers are” comes into play.

Now fiverr needs sellers first, and second they need buyers to keep their sellers happy and their site up and running.

To me, fiverrs customers are the SELLERS, so that means they should be treated better and with more support.

Yes the buyers are important, but the buyers are the SELLERS customers, so the seller is the one to make their buyer happy.

In your business do you know who your customer is?

Are you offering them a higher level of support and service?

If Not Then You Have Work To Do!

Remember the old sales line:

“It is easier to sell to an existing customer then it is to sell to new people.”

Let me end this with this.

Fiverr is a great tool for anyone trying to make some extra money or needs to get services for their blog or small business.

This was an isolated issue that pissed me off and got me thinking about customer loyalty and thought I would share the experience to help you.

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  • http://www.razorsocial.com/ Ian Cleary

    Hey John Paul, I send a personal message to new subscribers on my blog and ask them 2 questions to find out what they are about. It’s getting more difficult to send the message as subscribers grows but it’s so valuable to get to understand my customers. I hope all is great! Ian

  • http://www.johnpaulaguiar.com/ John Paul

    Good idea Ian..all the good stuff takes work,, that’s why so little people take that extra step :)

  • http://www.callboxinc.co.uk/ Oliver Scott

    In the realm of business, maximizing profits and minimizing cost are the main objective of many business owners which is not precisely what matters. Customers loyalty are also keys to survival and profitability. And this can best be achieved through the use of an efficient expense-effective way of reaching out with them.

  • http://www.mecha-digital.com/ Jason@MechaDigital

    I just recently started using them. I’m definitely impressed with their customer service from your story!

  • http://www.johnpaulaguiar.com/ John Paul

    I agree Oliver.. but you first need to know who exactly are your customers. Once you know that, then your advice is 100%

  • http://www.johnpaulaguiar.com/ John Paul

    Hey Jason, thanks for your first comment here :) Yea Fiverr “normally” is great.. this was just one incident that they dropped the ball on.

  • http://keepupwiththeweb.com Sherryl Perry

    John Paul, I agree with you completely. You are Fiverr’s customer and the fact that you had made over 120 sales should have made that clear to them. They say that sometimes you need to “fire” a customer if it’s not a good fit (like costing you money to service them). In this case, Fiverr absolutely should have fired the buyer. Thanks for sharing.

  • http://www.johnpaulaguiar.com/ John Paul

    Exactly Sherryl.. it’s sad that I went back to them 4 times to remove the feedback,, and I finally just gave up and left the feedback there. Sad that as Fiverr customer, I had to just settle and live with a lower rating because I chose to not spend the next weeks or mnths constantly removing this morons feedback.

  • http://womeninbusinessradio.com Michele Price

    What two questions two you ask them Ian?

  • http://www.thewritedesignco.com/ Marcie_Hill

    This title attracted me because, after months of trying to determine a target market, I finally got it. And, I’m sorry to hear about your Fiverr experience. Is there any way to disable his ability to leave a rating for you?

  • http://www.johnpaulaguiar.com/ John Paul

    Happy to hear you nailed down your market Marcie. The Fiverr thing is dead, I just left his comment after dealing with it like 4 times. Good thing is new positive comments have been left and have pushed his down.

    The issue wasn’t that big a deal, I was more mad at Fiverr for how they handled it.

  • http://www.moneymakingmodes.com/ Anup Kayastha

    Hi John, thanks for sharing your experience. It was worth reading!

    Can I know what kind of gig were your offering and why was the buyer not happy?

    Cheers, Anup

  • http://www.johnpaulaguiar.com/ John Paul

    Happy to share Anup.. it was a tweet gig for my MyMoneyDummy account. He was mad that I didn’t tweet it to my main account “JohnAguiar”

    The gig never said my main account, but because he knew I had that account he ASSUMED I would tweet it to that account as well.

    He ignore what the gig said and went on his assumption.. not smart.

  • http://twitter.com/2createawebsite Lisa Irby

    Great article, JP! Just came by to see what goodness you had on your blog and found this. Thanks for sharing your Fiverr story.

  • http://www.johnpaulaguiar.com/ John Paul

    Thanks for visiting Lisa.. glad u liked the post. :)

  • Matt Forrest

    I don’t know what services or gigs you’re been buying or selling, but as a professional voice talent, I cringe when I see commercial voicework being offered for $5 a pop. If one is going to claim to be a ‘professional,’ then offering to do a job that would normally run anywhere from $50 – 300 for a mere five bucks cheapens that person’s image. After all, if I don’t place any value on my services, why should any of my customers see a value in my services? And as a business model, it makes no sense: I’d rather do one $200 gig than 40 $5 ones. It boils down to this: if you don’t want to deal with bottom-feeders, don’t sell to them.

  • http://www.johnpaulaguiar.com/ John Paul

    Matt your missing the point of selling on Fiverr. If done correctly, it isnt about the innitial offerign of $5.

    The initial offering works like a free ebook would, or a low cost front end product would.

    Now I wouldn’t offer a gig for $5 that I would normally charge 50 or 100 for, but if it is something can do under 10 min, then it is a great lead in opportunity.

    Find what you can do in under 15 min and up sell them with up graded choices that cost 20$ 50$.

    Fiverr is a ready made market place of customers, if you can find the right gig with the right follow up you can do very well.

  • Matt Forrest

    Thanks for the clarification, John. It doesn’t appear there is anything I can offer on Fiverr, then. A person who offers a :30 radio commercial read for $5 is, indeed, offering a $50 – $200 service at a ridiculously low price…and that IS a 15-minute project.

    Regarding upsells, I suppose if I voiced a commercial for only $5 I could offer a full production upgrade with processing and added music for an additional $195 – but I doubt that would be anything of interest to a person buying a $5 voiceover.

    And please understand, I’m not trying to sound like I’m arguing. If Fiverr works for some folks, more power to them. I just can’t see how such a small fee can translate into a respectable fee; most clients who want to pay $5 now aren’t going to want to pay what I’m worth two months from now.

  • http://www.johnpaulaguiar.com/ John Paul

    Matt.. didn’t take it as a an argument haha so no worries.

    Using Fiverr is not for all things. But for many things that are easy to do, Fiverr is a great place to get work and make money in the process.

    I will say this, from my own experience I have gotten clients that wanted something more substantial after the initial 5$ gig.

    On the other side, I have bought a 5$ gig and with add-ons I paid 35$. So the ability to up-sell is def there.

    Pretty much all top bloggers and marketers use Fiverr in some way to buy… so it is not just a place for newbies to go the get shit cheap.

    But again, this also depends on the niche.

    But I agree with you not wanting to cheapen your product or service.

    For you, maybe you can put together a simple but helpful ebook on voice overs and sell that at 5$ and once you get to next level you can up-sell something more for 20$ and 30$

    Just an idea.