What to Do When a Client Wants to Cancel the Order
Lesson 49 from: Fiverr Pro BootcampScott Lancaster
What to Do When a Client Wants to Cancel the Order
Lesson 49 from: Fiverr Pro BootcampScott Lancaster
Lesson Info
49. What to Do When a Client Wants to Cancel the Order
Lessons
Fiverr Pro Bootcamp
1Introduction to the Program
06:52 2Fiverr Seller Levels
11:17 3Pros & Cons of Fiverr
09:41 4Follow These Rules or Get Banned on Fiverr
07:02 5How to Attract High-Quality Clients
14:49 6How to Spot Nightmare Clients
13:31 7Keeping Your Response Time Low
03:42Using Promoted Gigs on Fiverr
05:42 9Overview of the Fiverr Dashboard
08:51 10Taking a Break from Fiverr
03:46 11Seller Plus Program - Is It Worth It?
02:04 12Fiverr Analytics
03:39 13Getting Your First Fiverr Sale
04:23 14The Perfect Profile Picture
03:04 15Service Provider vs. Helpful Doctor
05:46 16Profile Description
02:43 17Sharing Skills on Your Profile
02:01 18Linking to Other Accounts
02:33 19Showcasing Your Education
02:56 20Niching Down as a Freelancer
01:55 21Strategically Deciding Which Services You Will Offer
04:06 22How Long Do You Have to Wait to Apply for Fiverr Pro
02:25 23Preparing to Apply for Fiverr Pro
05:35 24The Fiverr Pro Application Process
04:54 25What Happens Once You're Accepted onto Fiverr Pro
02:12 26Dealing with Anxiety as a Freelancer
06:34 27Handling Imposter Syndrome as a Freelancer
04:36 28How to Not Get Stressed with Managing Lots of Projects
05:19 29Creating the Perfect Gig Title
01:57 30Writing the Perfect Gig Description
02:48 31Creating the Perfect Gig Video
02:25 32Creating the Perfect Gig Thumbnail
02:01 33Pricing Your Packages with Anchor Pricing
04:27 34Finding the Perfect Gig Tags
01:55 35Showcasing Your Work as Part of Your Portfolio
01:51 36Custom Gigs
04:41 37Milestone Gigs
02:47 38Setting Up Requirements Properly
03:56 39Manage Clients Like a Fiverr Pro
03:46 40How to Have a Successful Sales Call
08:32 41Setting Up Quick Responses
05:30 42Linking Up Calendly with Your Fiverr Profile
04:54 43Using Positive Reviews to Get More High-Quality Clients
04:54 44How to Tackle Negative Reviews and Turn Them into Positive Ones
13:55 45How to Encourage Clients to Write Long Positive Reviews About You on Fiverr
07:30 46Balancing Quality with Quantity
03:43 47How to Sell Services on Fiverr at a Premium
05:24 48What to Do When a Client Doesn't Reply
06:31 49What to Do When a Client Wants to Cancel the Order
08:18 50The Snowballing Method - Keeping Orders in Queue
04:38 51How to Get Favorites on Fiverr
01:28 52Upselling, Cross-Selling and Building Long-Term Client Relationships
04:42 53Brand & Portfolio Building
04:00 54Creating a Professional Email Template
01:23 55Project Management Made Easy with Notion
07:30 56How to Stay Focused While Working Remotely
06:51 57How to Travel While Freelancing
05:42 58Tracking & Growing Your Net Worth
02:04 59My Personal Journey Becoming a Freelancer
11:46 60When to Go Full-Time as a Freelancer
06:25 61Investment Strategies for Each Stage of Your Freelance Journey
04:50 62The Legal Side (NDAs, Contracts and Licenses)
02:59 63Final Thoughts
02:01Introduction to the Program
Lesson Info
What to Do When a Client Wants to Cancel the Order
So what do you do when a client tries to cancel an order? Well, I've had a few instances and situations where a client has wanted to cancel the order. And to be honest, it isn't the best experience in the world. I wouldn't really, you know, advise it for anyone, but it is definitely something that you need to learn how to manage and you also need to make sure that you manage it with care and with professionalism. So when a client is either not happy with the process or they're just not, you know, quite feeling that you're the right fit for each other. They will ultimately request via the gig to cancel the order. Now you'll get a notification which will ultimately alert you to this situation and you can either accept it or reject it. Now, the client will tell you why they want to cancel the order and in all fairness out of the 50 orders, I think that have canceled over the past six years of me actually being on the fiber platform, some have been from clients just literally, you know, or...
dering the gig wrong and then regretting it after before they've even spoken to me. Some have been from clients who have just basically not been willing to participate in the process and some have been from clients who have just not been happy with the work that was provided. This was obviously kind of 4 to 6 years ago when we first got started. But it is just a case of rolling with the punches and taking it day by day. But there's a very specific approach as to how to limit the amount of damage that a canceled order can do. Now, the first thing that you need to manage is your emotions. You know, if you've worked super hard on a particular project and then a client wants to cancel the order, it can knock the wind out of your sales a little bit. It can be a little bit disheartening. I remember personally when I was on a Zoom call with a client and, you know, he was extremely rude to me throughout the zoom call. And, you know, I try to be professional and I try to obviously be as nice as possible. But during the last 10 minutes of the Zoom call, he started really being heavy with being rude and not really being the nicest person to be dealing with. And I just said to him, listen, everything that we've worked on so far and we'd already been working a week on this project, by the way, everything that we've been working on. So far, this is not usable, this is our intellectual property. I'm going to cancel the order and I wish you the very best. And as soon as I said that he completely shifted his behavior and he started being a lot more polite and a lot more apologetic. But at that point, it comes down to how much you respect yourself and whether a client is counseling on you or you're counseling on a client, it doesn't really matter. You need to respect yourself and understand that you can't please everyone. Ok? And sometimes you have to bite the bullet and just cut ties and just move on because there's nothing worse than going to bed every night. At least for me personally. And you know, for a fine fact that a client in the morning is going to be waiting with their pitchforks trying to, you know, make your life a misery pretty much every single day. It's just not a nice place to be. So I think that in my personal situation, canceled orders are actually a little bit of a blessing. And at the end of the day, it is up to you in order to decide whether you want to reject or accept the cancellation. In my experience, you know, you are going to get the one star review if you do cancel the order. And I even think that fiver is allowing canceled orders to leave reviews now. So it doesn't really incentivize you to cancel the order. You might as well just get the one star review and then take the money if that makes sense. But it all depends on if you think it's a fair cancellation or not, if you think that the client is just taking advantage of the fact that you've put in all this work and then they don't really have a legitimate response and they've kind of, you know, wasted your time and they're not following your process or they're not giving you what you need, that's not really your fault. You have grounds to reject the cancellation and say, listen, this is the process that we follow to get you the result, we give you the process and we can guide you through that process. But if you can't give us what we need in order to get you the result, then we can't get you there. That's not our fault. And a really great question which I always ask in situations where the client isn't quite happy fully with the service is OK? What do you think's a reasonable resolution for this particular situation? Considering we've put in obviously a lot of time and effort into the project? But I understand that you're not 100 per cent happy. What do you think is going to be a reasonable solution? And at this point, you're going to get a little bit of an insight in regards to the client's mind and what they think is a reasonable solution to the problem. However, most of the time they may just say, you know, I'm not paying for something that I'm not going to use, et cetera, et cetera and that's just gonna get really ugly really fast. So if that happens, then, you know, just make a decision based on what you personally think is best. But one thing that I do want to say lastly is that you shouldn't ever lose hope. I have had situations where clients have been extremely unhappy during the last stage of the process. And I've said to them, listen, we've got two options here. We can either go our separate ways and, you know, obviously, you know, we've both lost a little bit of time but, you know, we will live and we'll move on or we've already came so far now, we know what we don't want to do. Let's try once more to get things right. And I don't know what it is about this particular approach, but it really drives home the fact that one you care about the clients. So they actually feel like they have your, you know, your, your time and energy to really find a solution. But secondly, it's kind of like the movie effect where it's like, ah, everything's filled up until now, but let's give it one last try. And, you know, the fact of the matter is it might seem a little bit cheesy or cliche, but it actually works I had a client around three years ago who had bought a website from us and they wanted the website built on wordpress. And, you know, we had kind of tried to build it on wordpress, but for the website that they wanted wordpress just had these design restrictions that were not the best. So I basically said to them, listen, the website doesn't look as good as we thought it was going to. That's a fact. We both know that if you give me two days, I'm gonna completely redesign this particular website and build it in webflow. And you are going to get the perfect website in a brand new platform, which is going to be a lot easier to manage. It has more design capabilities and it's going to be able to make you a ton more money because it's ultimately going to be providing a better experience for your visitors at this point. They were all in it cost them nothing more. And I'm just going to rebuild the entire website two days and it was going to look great. The problem was I'd never used webflow before and it was a very intense two days of youtube videos and forums and all that good stuff. The reality is I managed to figure out how to use webflow super fast because I was under that control pressure. So the way that I was thinking about it is this client is going to want to cancel anywhere or they're not going to be happy anywhere. So, let's use it as an exercise to learn a new skill. So let's learn webflow. Let's build a website and webflow in the very best circumstance. The client's going to love the website and everything's going to go well. And then obviously I'm going to get paid the final payment. And then I'm also going to have a new skill of building websites on web floor or at the very worst, the client's still going to be unhappy. I've completely screwed up, but I've still acquired the skill of being able to build a website on webflow. Thankfully, the client loved the website and they even used a referral link which I gave them for webflow, which ended up basically getting me an extra $ which was incredible for the two days of work. Now, this is something that I would really recommend for anyone to use bad situations as a kind of, you know, we can't really lose. We've already hit rock bottom. Why don't we just go the extra mile and just really try to revive this? It's completely up to you. You obviously need to make the decision. You're the captain of the ship, do whatever you think is best, but I hope you found this helpful. Thank you so much for your time and I will see you in the next lesson.