This picture in my daughter’s room was the inspiration for Robert’s journal in Chapter 20:
Remember that poster Little Rock had on her bedroom door—“Don’t forget to be awesome!” That’s another thing I find up here…it’s that amazing sense of awe…And do you recall when Jenny first saw that poster, she didn’t even know what that word meant but she had to have it because she loved the colours and then after we hung it, she asked us what “awesome” was? Do you remember what you told her?
I don’t remember it word for word but it was something like this: you said Awe is something we find…or something we can create…and…if we live being awe-some then somehow it touches who we really are—because then we find all these little bits of ourselves—for each time you feel, touch or see anything that actually awes you, you will then feel a reason to exist!…And then you said to her that feeling awe is just like…feeling real love. Well, Monique, then you should know…you are all awe to me!
The ART of Getting and Responding to Customer Reviews
As freelancers, we all know how important customer reviews are and how hard it is to get them, especially those positive ones and when we first started. We know that online customer reviews are influential and necessary for us to stay competitive as they are social proof that attracts more clients. Online reviews can be the first thing a potential customer goes to before deciding to buy something or not.
We know building and managing our online reputation is
essential for our success. But clients don’t
automatically leave their reviews after they receive the product or service we
provide. The fact is that most people don’t actually
want to write reviews for the products or services they purchased unless we give
them a reason to do so.
I’ve received over 1,100 five-star reviews on fiverr.com where I provide PDF form design service. I’ve created this guide to help improve your chance of getting reviews and to save you time and headaches in replying to them. You will find tips and samples on how to encourage clients to write reviews. You will also learn how to respond to their reviews so that you raise your portfolio’s visibility and attract more buyers on the platform you are working. You will get ready-made templates to use for different scenarios.
Each time you complete an order and the client is satisfied, ask him/her to rate and write a
review about the timeliness and quality of your work. The review will become part of your portfolio, and future clients will find it much easier to trust you knowing that someone who has worked with you is
happy with the results.
The client rates your performance that reflects his/her overall experience. When you ask properly, your clients will likely write a review for you if you have provided an excellent product or service and communicated positively. When I complete an order, I always let my client know that I appreciate his/her business and that I am there for him/her. My clients always rate and review when I ask them.
Here are a few samples you can use in your delivery message:
I really enjoyed working with you on this project.
Would you please rate and review the order for me? By letting others know about the quality and timely service you received, you are also helping me build my profile on [platform].
Thank you, and I look forward to continuing working with you on future projects.
Thank you for the opportunity to work with you. I am thrilled that you are pleased with the result!
Would you mind taking a few minutes to write a review about the quality and timely service you received? Your comments help others know what to expect when they’re looking for the service I offer.
Thank you, and I look forward to future opportunities with you.
I am glad to hear that you are pleased with the result.
[platform] takes customers’ opinions seriously and your review would really help to raise my seller profile. Would you please write a short review about the quality and timely service you received?
Thank you very much, and I hope you’d consider my service for your next project.
While customer reviews help you, they are intended to help potential buyers in their decision-making process. Don’t ask for positive reviews or offer incentives to get them because reviews are supposed to be truthful, unbiased, and uninfluenced. It may also be against the platform’s policies for sellers to solicit feedback changes from clients in exchange for refunds, discounts, upgrades, or any other type of additional benefit.
After a client leaves a
review, you have an opportunity to comment. Use this often overlooked and under-utilized feature
to market your products or services and increase their search rankings.
As your responses will
be read by potential customers over the future months and years, they
deserve your time and careful thoughts. When it is done correctly, responding
to a review is a great marketing tool to grow your reputation and your business.
Respond to every review; it is an excellent
opportunity to publish public relations content.
In this chapter, I will show you how to use my ART model to respond to reviews. Using this model, you will be able to respond effectively to positive and negative reviews with ease.
There are three parts in the ART model:
A = Acknowledge
R = Recite
T = Tell
The
first part of your response is about expressing your feelings. Use this part to
acknowledge your client by conveying your appreciation or showing your
understanding of the situation.
The
second part is about you or your service. Use this portion to recite facts,
the benefits or terms of your service, or details about your process. This is where you’ll want to highlight your
values, expertise, and professionalism through your response.
The third
part is about your availability. Use this section
to tell all clients that you are always available, willing, and ready to
work with them to create solutions or resolve issues.
In the next two sections: Responses to positive reviews and Responses to negative reviews, you will see all the sample statements
organized based on the three parts of the ART model. Each statement can be
used as is or modified to suit the situation and your personality. For
each response, you can use one or more statements
in different order, and it is best to use
one statement from each part and in this
order (except those marked with an asterisk which can be used alone):
Acknowledge: Include statements that show your genuine interest in working with other people toward their success. You want to let potential buyers know that they will enjoy working with you through your interactions with your previous clients.
Recite: Include statements that show you have the expertise and skills to deliver solutions. You want to demonstrate that you are capable of providing value and taking care of problems. You want all buyers to know that they can count on you for what they need.
Tell: Include statements to show that you are approachable and eager. You want to let all buyers know that you will be there whenever they need you.
Where there are square brackets, select the appropriate choice or replace with wording that applies to your situation. Replace “service” with the service or task that you provided to the client. For example, I will use “fillable PDF form design,” “Adobe fillable PDF forms,” or “form design service” for my service. Inserting keywords like that helps bring more of the right kind of buyers to your portfolio’s page. These keywords increase your chance of being discovered by search engines as people use them in their searches.
For example, if I were to respond to a positive review and I pick numbers 2 under Acknowledge, 14 under Recite, and 51 under Tell in the Responses to positive reviews section:
2. It
was [my pleasure / always a great joy / honour]
14. I work hard to [please my clients / help my
clients build successful business / make sure all my clients receive the best
work possible].
51. If
you need any additional [service]
work in the future, I would be [happy / honoured]
to assist!
Then my responses may look like these:
It was my pleasure working with you. I work hard to help my clients build a successful business. If you need any additional Adobe fillable PDF forms in the future, I would be happy to assist!
It was always a great joy to serve you. I work hard to make sure all my clients receive the best work possible. If you need any additional Adobefillable PDF forms in the future, I would be honoured to assist!
If I were to respond to a negative review where a client has unrealistic expectations, and I pick numbers 52 under Acknowledge, 64 under Recite, and 74 under Tell in the Responses to negative reviews section:
52. I am [sorry / disappointed][you
feel that way / to see such a low review that doesn’t match the work delivered
/ that you believe my work was only satisfactory / that you are unhappy / you
didn’t receive the service that you expected / that I couldn’t be more
helpful].
64. Unfortunately, there is a limit to the
work that I can do [with such a low amount / for dollar amount].
74. I invite you to come back to show you that
[I’m serious about good customer
service / I provide the best value for
Then my response may look like this:
I am sorry you feel that way. Unfortunately, there is a limit to the work that I can do with such a low amount. I invite you to come back to show that I provide the best value for fillable PDF formdesign.
Imagine you are a
potential buyer, would the previous response be more helpful with your buying
decision than the following?
Seriously? Just like those greedy people, you expected the world in return for such measly amount!!! Why didn’t you go somewhere else then? It is not fair that you gave me a poor review!
Use the sample
statements to create a document with the responses that you’d likely use. Copy
and paste the appropriate responses when
you want to use, but avoid using the same response
to several subsequent reviews.
Responding to good reviews is a way to distinguish you as a
caring and friendly freelancer. You get to elaborate on the great things that
the client has mentioned and to thank him/her publicly when he/she has
expressed kind words about you.
I am [glad / happy / thrilled] that I was able to [help / impress you with my service and professionalism / could be of service / exceed your expectations / provide the kind of work you needed / provide the options to help you build your business / be of assistance / be of such valued service to your business / be part of your project / improve upon those previous bad experiences you had / remove some of the confusion and uncertainty for you / offer a successful, memorable experience / lend my skills and talents to your project / find the perfect solution that matches your business needs / assist you in building your business / that you enjoyed the outcome].
It was [my pleasure / always a great joy / honour] [working with you / to serve you].
I am [glad / happy / thrilled] that I delivered [exactly what you were looking for / more than you were expecting].
I’m humbled [by your review / to have played a small part in this project]!
I am [glad / happy / thrilled] to hear [that I impressed you / how happy you are with the [service] work that I delivered / that your experience with me was so exceptional / the work I provided was helpful to your business]!
It is an honour to be considered one of the best [service].
I’m [glad / happy / thrilled] to see that my [service] work is [exactly what you were looking for / so close to what you were envisioning / helpful to you and your business].
I enjoyed working on your project.
I appreciate the [high ratings / raving review / kind words / generous tip / great recommendation]! It means a lot to me that [this is the result of the service I provide].
I’m [glad / happy / thrilled] that [we could get the project worked out, and that the final results were great / you chose me for your [service] needs].
I appreciate the opportunity, and I am grateful for your [thoughtful review / generous tip / fantastic recommendation].
Negative feedback not only affects your seller rating,
but it also affects potential sales and
your psyche. There are occasions when a client threatens to leave a negative
review for various reasons, such as a way to express their expectation or dissatisfaction,
an attempt to get additional work done, or simply
because he/she misunderstands how something is supposed to work.
I had this experience one time when a client was upset
after I delivered the work. The client said that he didn’t see all the changes
I had made on his form and he could have made
those changes that he saw himself. He was not happy!
When I first read the message, I was surprised because
our exchanges up to this point had been pleasant. Then I got upset too because
I had not only expedited the order at my client’s request, I’d also made many
changes for him without charge.
After taking a few minutes to calm down, I rechecked
the work I delivered to make sure it was the right file. I then made a quick screen video to show how to use
the form and where the changes were. I attached the video to a message to the
client explaining what I did. Instead of being defensive, I remained
respectful, courteous, and sincere. I asked him to review the video and get
back to me with any questions or concerns.
Shortly after, I received his reply apologizing for
his mistake and behaviour. Turned out he
had not followed the instructions I provided earlier and used a wrong program
to open the form. He left his first of many raving reviews and became one of my
happy repeat clients since.
I know that understanding and willing to work with clients do not always guarantee a positive outcome as life happens beyond anyone’s control—projects and budgets change, emergencies and crises ensue, and acts of nature occur. Also, that the more reviews you get, the more likely you are to get one or more bad reviews. So what do you do when you find yourself in this situation?
It is hard not to get disappointed or upset when you receive
a bad review, especially when you believe you did everything to please the
client. It is easy to feel hurt and respond in anger, but there’s no rush to
publish a rebuttal in emotional moments.
Fighting
back a bad review is not the best idea, even when you don’t agree or when the
reviewer behaves badly. When you argue
and use unkind words in trying to discredit or prove someone wrong, others will
see you as an immature individual and may not want to deal with you. Besides,
clients who left negative feedback are less likely coming back for more business, and they may not even see your
responses so focusing on the undesirable situation is counter-productive. It is
better to make the best out of a bad experience by focusing on how to enhance
or protect the image of your business.
A great response to a negative review can be effective at creating a positive impression for your business because it gives you an opportunity to demonstrate caring and correct facts.
A great response to a negative review can be effective at creating a positive impression for your business because it gives you an opportunity to demonstrate caring and correct facts.
When you receive a bad review, check it to see if there is anything within it that is actually truthful. If there is, let the client know quickly that you will do everything in your power to satisfy him/her. This may mean you need to spend more time to redo the work. Make the client feel that you care about him/her more than you do about the image of your business or your feelings.
I
learned that sometimes, owning up to your mistakes and thanking the customer
for taking the time to share their issues can go a long way. Sometimes a
client is not satisfied no matter what you do. In that case, respond to the
review with grace and respect. It’s okay to humanize the situation by admitting that you made a
mistake and apologize. Your future buyers understand that nobody is perfect.
But
if you receive a few bad reviews complaining about the same issue, you need to
look into the underlying problem. Consider describing and communicating your service
clearer or providing some supporting content for common concerns. You
may also have to do an honest assessment as to whether you have the right set
of skills to perform the service.
I am [sorry / disappointed][you feel that way / to see such a low review that doesn’t match the work delivered / that you believe my work was only satisfactory / that you are unhappy / you didn’t receive the service that you expected / that I couldn’t be more helpful].
I am [sorry / surprised] to hear [of your experience / you had a regretful experience].
I’m sorry to hear that the one [idea / option] didn’t quite fit what you were looking, but I am glad that the rest of your experience was good.
I apologize for this unfortunate experience.
I wish [things had turned out differently / I was able to do more for you].
I value your [helpful feedback / thoughtful comment / great suggestion] and made changes accordingly.
If I had more communication about your [expectations / requirements], I would have [fulfilled them for you].
If I were [made aware of any issues], I’d have been more than happy to [resolve them for you].
If I had more information about [you / your business…], I could [provide the level of service excellence I stand for].
I wished [you had opted for a refund instead of having to write this review].
I wished you had [explained what would make you happy] so that I had a chance to do so.
Unfortunately, there is a limit to the work that I can do [with such a low amount / for dollar amount].
Unfortunately, I was only able to [deliver work based upon the details you shared with me / do the amount of work based on the amount you paid / within the terms and conditions for my service].
Unfortunately, I do not offer free [revisions / work / advice / rework].
I wanted to assure you that your order was [completed in the order it was received / completed with care].
I am normally known for [my exceptional attention to detail / analytical skill], and I regret that I missed the mark this time.
I’ve always [provided exceptional service / communicated actively]; however, I understand that you are entitled to your opinion.
It may be possible that you’ve left this review for the wrong order since [I don’t offer this [service]].*
Since this review [violates the Terms of Service / is inappropriate], it has been reported.*
An objective customer review has more impact than advertising,
tweeting or direct mailing because it matters more what others say about you
than what you say about your business.
Getting reviews is a part of running your freelancing
business. The success of your business depends significantly
on reviews so encouraging clients to leave them is a skill you’ll need to
master.
Bad reviews don’t always affect your business, but how you handle a negative situation can. Listen to and address clients’ feedback immediately before they leave a negative review. You may have a chance to turn an unhappy client into a happy repeat client. Sometimes a client is not satisfied no matter what you do, and you end up with a bad review. Handle negative reviews with grace and consider them an opportunity to improve.
The best path to having great reviews is to offer a
great product or service along with an impressive
customer experience. If you’re doing all you can to create a remarkable
experience for your clients, there’s no reason not to remind them about the
importance of sharing their reviews.
Potential buyers want to know whether to invest money with you when they
are reading your reviews. Since reviews directly influence the critical moment
of the buying decision process, creating a great impression with your responses
is one of the most influential marketing activities you can do for your freelancing
business.
All the best with your freelancing business and may you get all the reviews you want.
Disclaimer: The general information provided in this book may not apply to your specific situation. The information is accurate as of the publication date and it is subject to change. All links to websites, companies and service providers are provided for your convenience only. Please consult individual websites for current information regarding their practice, policies and pricing, etc.
The author is neither an attorney nor an accountant. Please consult with the appropriate personnel or agencies in your country for advice on legal and taxation matters.
My 16-year-old daughter has been using
this PANEL test that
I taught her every time she’s tempted to spend money. This test saves her money
while helping her become responsible and sensible. You can use it too to help you make better choices and prevent impulsive purchases:
P = Positive
A = Affordable
N = Now
E = Essential
L = Long-term
Imagine you have a panel
of personal advisors who would ask you these questions every single time you are about to make a purchase:
Does it have a POSITIVE value?
Can you AFFORD it?
Do you need it NOW?
Is it ESSENTIAL?
Does it provide LONG-TERM value?
Or the questions can be summarized as: Is this an essential purchase with
long-term positive value that
you need now and can afford?
Pay attention to the underlined words. You’d want to ensure
that what you are about to buy is essential that satisfies your need, not want, and the
timing is now and not later. If you can wait, you will have
a chance to delay
the purchase and put it through the PANEL test again.
The purchase has to bring positive value to your life for a long term, not just a temporary thrill. Value is not only determined by the
price of the product or service, but also measured in terms
of happiness, health and personal improvement. It could be about
preventing or solving a problem too. Consider how this purchase will
affect your
overall financial situation.
Affordability means that you can pay for the purchase with your cash not already designated for something else. If you have to use your
education fund to pay for a car, you can’t afford the purchase. You should also consider associated
costs, time commitment, and lifestyle changes. Look beyond the price tag— many things have hidden or unexpected
costs. My mother often points out that buying a new shirt may lead to buying a new pair of
pants, a new pair of shoes to match, and so on. If your purchase
requires maintenance, know what the expected cost is (including storage rental if needed), how
much time and energy it requires and how it affects you and others. For example, if you were to
get a pet, there will be ongoing costs and time needed to care
for it. Will you have time left to enjoy the companionship and be able to
provide the affection your pet needs?
Remember too, that the cost is much higher than the sticker price when you buy with credit and don’t pay in full on time. If you make a minimum payment of $60 per month on your credit card balance of $3,000 at 20% interest rate, it will take you over 9 years to pay it off and the total of all payments will be around $6,500. So a $3,000 home theater system or wedding dress actually costs $6,500! You can use this calculator that compares three different payment options to pay off your credit card balance. Also, as long as you are still paying for an item, it isn’t really yours.
If you live in a place where buying on credit is socially acceptable and encouraged, be sure your spending behaviour does not get you locked into a chain of debt misery.
Credit cards are useful if you know how to use them to your advantage and don’t treat them as your unlimited source of money. Credit cards provide security, convenience, and benefits. They are often the best (or only) payment option for certain transactions, such as car rental or vacation booking. If the card has no annual fee and you pay the balance in full within the grace period, you earn the free use of the money while building up your credit and you enjoy the benefits your card offers, such as reward points and cash back.
Credit card companies may also provide extra protection when something goes wrong with a product or service paid for with your credit card. For example, for a faulty
product, you can file a claim directly with the credit card company when the supplier has gone out of business or has no money to reimburse you.
Debt trouble begins when
a person underestimates his/her spending and overestimates his/her ability to pay back. It is the ease of whipping out a
piece of plastic to exchange for something tangible that gets many people into heavy debts. Credit-card spending doesn’t
feel like real money and only
when the statement comes do we realize how quickly purchases add up. Many of us don’t account for the long-term costs of interest and fees despite plenty of information, advice and even legislation attempting to warn us. Do you know exactly how much you pay in a
year for fees,
interest and other charges for using your credit card? If you knew you’d end up
paying an extra $200 for a $500 product, would you still want to buy
it?
Credit companies are in the business to make money. From their side, the longer
and higher debt you carry,
the more money they will make. Credit companies thrive on minimum payments and they make it easy for you to see that on
your statement. The simple rule is: Don’t use your credit card unless
you have the cash to
pay the balance when the statement is due.
It is often easier to
buy than sell. Don’t buy something assuming you can sell it if you change your mind. Your brand new $20,000 car will lose at least $5,000 in value the minute you drive off the dealership’s driveway.
You can download the PANEL test card here. Print a copy, put it close to your credit cards, and use it as a good reminder every time you are about to make a purchase.
The PANEL test has many possible combinations. If any of your answers is “No”,
ask yourself the following self-reflecting questions to get insights into you and your
spending habits. Be honest with yourself and
talk to someone or seek help when you need it.
If the purchase has no POSITIVE
value:
Why do I want it?
Am I being influenced by something or someone?
Is there something else I can do or get instead?
What could be the worst thing if I go through with this?
If you can’t AFFORD the purchase:
Have I considered other options?
Can I negotiate more effectively?
Am I living based on my standards?
Is this worth going into debt for?
If you don’t need the purchase NOW:
Am I being impulsive?
Am I feeling depressed?
Am I feeling pressured?
Am I feeling entitled?
If the purchase is not ESSENTIAL:
Am I wanting too much?
Am I trying to get validation or
approval?
Am I trying to impress or please someone?
Am I competing with someone?
If
the purchase does not provide LONG-TERM value:
Am I a trend chaser?
Am I after instant gratification?
Am I being impractical?
Am I being wasteful?
Even if you answer “Yes”
to all the questions, think about whether it is a smart buy, for
example, can you buy it cheaper at a different time or place? If the purchase you want to make fails the PANEL test, it is likely a fleeting desire and it is sensible for you to walk away from it, especially when the cost is high. If you are in doubt, it’s better
not to buy unless it’s a rare item that can’t be easily purchased elsewhere. Ultimately, you are the decision maker on how to spend your money. The thought process does not completely stop you from making purchases you might later regret, but it helps you become more conscious of your spending habits, which will result in fewer
slips. We all experience weak moments. Lifestyle changes come only with patience, tenacity, and practice.
If you have a family, share your dreams and plans with your loved ones so you all can work together towards them. Ask for help and encouragement from people you love. Tell them you’re trying to trim your spending and you want their suggestions and support.
Disclaimer: The general information provided in this book may not apply to your specific situation. The information is accurate as of the publication date and it is subject to change. All links to websites, companies and service providers are provided for your convenience only. Please consult individual websites for current information regarding their practice, policies and pricing, etc.
The author is neither an attorney nor an accountant. Please consult with the appropriate personnel or agencies in your country for advice on legal and taxation matters.
