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 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.