Below is the transcription for Fiverrcast Episode 2: What is Good Customer Service?Hello everyone and welcome to Fiverrcast, the official Fiverr podcast for sellers by sellers. My name is Redd, AKA Reddhorrocks.I’m Adam, AKA twistedweb123, and this week we’re joined by a guest host.Hi, everyone. I am Ryan, AKA customdrumloops on Fiverr®, and since I am a guest host, I’ll introduce myself a little bit more. I have been on Fiverr for a little over three years and I sell both jingles and explainer videos and combinations of the two.Redd: Actually Ryan, you made our jingle didn’t you.Ryan: That’s correct.Adam: It’s great to have you on board. As you’re the guest host, I think we’ll let you start. What topic will you be covering this week?Ryan: We’re going to be addressing a few things this week, the main being talking about good experiences we’ve had while shopping and how that’s helped our business, both as a seller and a buyer.Redd: Do any of you guys also buy on Fiverr? I know you two are some awesome sellers, but are you also buyers?Adam: I’ve bought a couple of times on Fiverr. Probably the biggest thing I’ve purchased was actually for my wedding proposal which was featured recently by the Fiverr blog where I hired a fantastic cartoonist on Fiverr to design a comic book for me.Redd: That’s really cool. So she said yes, right?Adam: Oh yeah, yeah.Redd: That would have been really awkward if not.Adam: If not, the artwork stood alone as a good book.Redd: Excellent , and what about you, Ryan, do you buy much?Ryan: I do actually buy frequently on Fiverr, both for Fiverr projects and then also for side projects. For example, my wife has a gem, and actually her logo and all of her graphics were purchased on Fiverr which is a pretty cool thing because, you know, a few years ago that wasn’t possible.Adam: And I bet it keeps the costs down of a startup as well.Ryan: Oh definitely.Redd: Yeah, that is certainly one good thing. I mean, we talk about it all the time, the services on Fiverr you can find anything here and usually it’s at a really, really good rate.Adam: Not only that but I find that Fiverr’s such a great place to go when you’re starting up, not for just the lower prices but also knowing where everything is. So, for example, if I start up a new business, I need an explainer video and a voiceover and a jingle, without Fiverr, I don’t think I’d actually know where to be looking. I don’t know where I would go to hire someone to do that.Redd: Yeah, you would probably have to start with the Google and then just cry from there.Adam: Pretty much and hope I find someone or more than one person. But with Fiverr it’s all in one place so you can easily just go from there.Redd: So for you guys what is a really amazing example of fantastic customer service that you’ve received that really sticks out in your head, something that other people who are trying to build reputation and build brand awareness could really be inspired by?Adam: For me I think it’s when you’re actually treated as a person, as a customer especially nowadays. The issue I find mostly is when you speak to a seller from customer service or you go somewhere else. They don’t treat you as a person. They don’t reference your first name. They treat you as an entity or number they’re dealing with. So I actually love it when I will work with someone and they will reference me by first name or I’ll reference them by first name, and you just engage with them, not so much on an informal level but just on a personal level as opposed to just being another order or another number.Ryan: Yeah, I think adding to what Adam said, communication is huge when it comes to that, not only addressing people by name but communicating what’s going on with the order, if there’s a revision or something like that, giving a timeframe on return and not just ignoring the request. I think all of that little personalized attention makes for great customer service.Redd: Definitely.Adam: So what would you say has been one of the best customer service experiences you’ve experienced?Redd: I think—I buy on Fiverr occasionally—I have a couple of people that I buy from more regularly and then I’ll do a few one-shots here and there, but then just in general, it’s a lot of the same thing. I think there’s something to be said for having a level of professionalism within your communications from both sides. So for me communicating as a seller and then from buyers communicating with me, I like the level of formality sometimes. I love people when people use my name, and I love to do the same thing. At the same time, there’s a level of informality that can almost be a little too much for me. So I like it when people are courteous, when people are professional, when people are not terse which is preferable for me. So I think a lot of it is the same as you said. It’s being treated as though you’re human and having the same experiences reciprocated back to other people. It’s all about communication and sport and humanity, and we’re all people and all that good stuff.Adam: That actually just reminded me, when it came to purchasing my out work for my book from the Fiverr seller who was called alyssaerin, I remember she had three different price tags. She had a normal standard quick drawing for, I think, was five dollars, a shaded drawing for fifteen dollars, or a fully-colored shaded drawing for twenty-five dollars, and I wanted I think it was either twelve or thirteen drawings from her. From a buyer’s point of view, that’s quite a risk to take, having not worked with this one before, knowing what their style is like or what their turn-around time is like. So what I really loved about working with her was she initially spent may ten or fifteen minutes just talking with me before I even placed an order just to understand what I was looking for and to see if she was suitable, and before I actually placed the order, she offered to mock up two of the main characters as quick sketches to send through and see if I liked them, see if it was the style I was looking for which she did for me. From that I actually loved the work she did, and I think she secured a 300-dollar order on the spot because she took that extra time just to go through with me and treat my case as an actual case and not just another number.Redd: Especially since it was such a monumental thing that you were ordering. That’s probably extremely good because—Adam: [inaudible 0:05:59.0] guarantee that the person cares what you’re going for. So someone who actually cares about the whole reason you’re ordering is a really great trait to have because you could say to someone oh, this is just for my startup. It’s really important. It’s fantastic. I really need to get off the ground. It’s a million-dollar right there, but the person you’re hiring isn’t necessarily actually going to care. When you find the seller or the person who does, or if you train people to actually care about the project, you will instantly secure a buyer for a very long time. It won’t be a one-off relationship.Ryan: I think you should look for that as a buyer. You should look for somebody who understands your needs and is not just going to quote you a price. They went out of their way to make sure you knew you were getting before you ordered. I think doing that is what builds the return business and builds the trust in the relationship moving forward in the future which benefits both parties.Adam: Exactly. Now if I want any graphics in that way done I will hire her, and it’s not just because her work is good but it’s because that relationship has been formed because if I went to go hire someone else, I’d have to explain all of that all over again and try to get that connection again. Even though you might find cheaper options available or other alternatives, she has secured me as a customer for that line of work because of the initial way she treated my project and handled me.Redd: That brings me to a really interesting question for you two. You’re both amazing sellers, you’re both pretty busy. How much of a percentage would you say your customers are repeat buyers?Ryan: That’s a tricky question. I don’t think I have monitored it exactly to give you an exact number, but if I had to guess, I would say twenty percent.Redd: Do you think a lot of that is based on your particular skills tend to be more like a one-shot thing? You don’t tend to get people who come back to you needing the same thing again and again?Ryan: Well, the thing is that number could be way off. That’s just a guess because I said I haven’t monitored this exactly, but I know I do have a lot of people that return and buy numerous projects which could again be the percentage. So I have a lot of buyers who come back and buy all the time.Adam: So that’s quite interesting. If there’s one thing we’re going to learn doing these podcasts and then being there frequently, is that I am all about analytics so when you ask me an analytical question I can give you the percentage because I’m a little bit too obsessed with that I think, and I was very surprised because I was very much like Ryan where I wasn’t sure. I would maybe put it at around twenty percent and I’d think Oh okay, people come back. I actually did track the amount, and I found that my amount of return buyers, repeat buyers was over forty percent. That absolutely shocked me because I had no idea it was so high, and when I realized how important it is to keep those customers because if I didn’t have the customer service there or I didn’t keep it up with repeat buyers, I could potentially drop forty percent of my business.Ryan: Coming next week Ryan’s exact percentage.Redd: Well that’s—Adam: I overanalyze so I wouldn’t feel bad if you don’t analyze it. I analyze too much.Redd: I think there’s something to be said for that, though, forty percent of your business, that’s really pretty huge. I haven’t tracked my analytics because I’m not good with numbers. That’s why I just talk all the time, and I think mine is probably above 50 percent of my clients. When I look at orders in my queue, the names I recognize is usually half of those. So there’s something to be said for that initial thing that let’s go ahead and win this business. Let’s do what we can to secure the proposal and all of that good stuff, but there’s also a level of communication, trust, and respect that you build up with your regular clients. That can be monumental for your business, and that comes from the customer service that you provide consistently to them. I know that there have been times when I have gone beyond the extra mile for some of my regular clients because I know that they are spending really good money with me, and that’s really important. In case you didn’t know, there is a way to take a look at how many of your clients are coming back. If you go into your Fiverr contacts, you can see how many of your clients you have. So for me I have completed more than twelve thousand orders. I have six thousand clients, six thousand [inaudible 0:10:03.7] so that’s how I can tell how many I have.Ryan: So let me ask you both a question. Do you think the nature of your Gig should determine how many repeat buyers you have? For example, Red, you do voiceovers. Do you think that people are more likely to get voiceovers on a regular basis vs. something like I offer explainer videos. A company might not get a 250-dollar explainer video every week.Redd: I think that I will definitely get more repeat buyers than you, but I think you would get more customer referrals than I would.Ryan: Yeah, so I think the nature of the Gig is really going to determine a lot of those things. So I don’t know if there’s a normal percentage. What do you think?Redd: I don’t think there is at all, but I think that if you are looking at how many repeat buyers you have, that’s a really great example of how well you’re performing at your customer service.Ryan: I agree.Adam: I think it depends on what your Gig is to some degree, though, because at the moment we’re focusing on the service aspect of it, but Fiverr also does handle things such as products so there’s a buyer called Dietmad who has had over a thousand sales on his premade product, but I highly doubt he would get any repeat customers from that because he only sells the product once.Redd: Mm-hmm.Adam: The interesting question with that is do you still treat customers as if you expect them to be long-term customers?Redd: Mm-hmm.Ryan: I think you have to.Redd: Yeah, I agree. I think customer service is so key, and we haven’t even started talking about reviews yet.Do you guys have a special way from a customer service perspective that you might handle a buyer who is unhappy with what they did, and how would you provide better customer service for them if they didn’t like what you were giving them?Adam: So from my point of view, a lot of people would say you should just refund the customer if they aren’t happy from that point in time. Now what I would normally do is I weigh up there and then to the degree they aren’t happy to the refund value. So if they aren’t happy for something that’s going to take me five minutes to fix and it’s a five-dollar order, I would probably go ahead and fix it or say two or three minutes to fix. I would go ahead and fix it and work with them. If it were, say, a massive thing to fix like a thirty-minute thing to fix, but it was a five-dollar order, I would probably refund them so that they’re happy and satisfied because although I would be missing out of money at that point in time, it would actually cost me more time to fix the issue than it would to actually help the buyer, and the buyer at that point may not be so much worth it but we may not match up very well as a buyer to seller relationship for what they want. So if they aren’t happy and I’m not reviewing the numerous ways I’d usually go about fixing the problem if they’ve got a direct issue would be to tackle that work on that direct issue, or if they’re unhappy for another reason that’s maybe not directly related to what I’ve provided, I would maybe then work with them or take the time to see how I could maybe correct their grievance. That might be a case of throwing in a freebie, maybe one of my extras [inaudible 0:12:52.4] for no additional charge or just basically taking the time to see what their grievance is and let them know that I am putting measures in place. So, for example, I had a buyer who had a grievance before who said he wasn’t happy that I hadn’t messaged him until twenty-four hours before delivery, but as I received so many orders, usually I send them a message about twenty-four hours before I deliver, just let them know okay, your order has been received. It’s going to be with you within twenty-four hours. This buyer wasn’t happy about that, and he preferred me to contact him earlier on so having spoken to him about that, I let him know that for my normal processes I have now put a measure in place to contact you straight after the order has been place to let them know that they’re in the queue and they’ll be dealt with in X amount of days with a follow-up in x amount of days to come.Redd: That’s really great. I mean, that’s really good that you were able to take that feedback and—Adam: He seems very happy, not so much that I’ve implemented what he wanted, but I listened. I have been able to take his criticism or his feedback and implement it.Redd: Excellent! How about you, Ryan?Ryan: To me, a refund is the last resort, and out of respect for the customer, they’ve taken the time to research a Gig and they’ve taken the time to place their order. Sometimes they’ve waited over a week to get it back depending on what Gig you offer, so to me out of respect, they want the revision. They want the project. They want their product to be finalized and something they’re happy with. I think Adam touched on it a little bit. Not everybody meshes from a business standpoint, but I think this is a small percentage. Generally I try to do everything I can to make the customer satisfied even if it means putting in a little bit more time than I should for what I’m getting paid. That could mean a return buyer. That could mean a return buyer. That could mean future business that was generated only from offering that good customer service.Redd: Do either of you ever get a sense from opening on the order —this happens to me sometimes where you know instantly that it’s just not going to work.Adam: I’ve had that feeling a couple of times where you open it up and you think okay, this is a bit different or out there. I can tell for some reason it’s not going to work, but I always will deliver because I don’t know the buyer’s expectations of me until they see what I’ve produced, and lots of times I will kind of undervalue what I think I’m producing. I think okay, this isn’t going to work. I don’t think they’re going to like this, and I send it back and at times they will accept it. They actually didn’t have high expectations. They were just clear in what they wanted and what we matched up is what I thought they wanted was actually a lot more than they wanted. Only a couple of times has it completely not worked where it’s kind of gone the other way, and I could see they weren’t happy. That’s where I then weigh up the sort of case of do I spend the extra time helping them or do I say okay, this just isn’t what you were looking for initially. Let’s refund you.Ryan: I encourage my buyers to message me before they order which creates more time spent answering messages but kind of filters out buyers like that. I generally like to create a kind of communication before the order is placed so we’re both on the same page before going into the order.Adam: I imagine that’s very important for your niche as well because what you’re producing is very customized to what the buyer wants or understands or needs. Whereas, from my side, what I produce a lot of my [inaudible 0:16:08.9] is more kind of predefined on the service I’m offering as opposed to what the buyer wants.Ryan: Right. Definitely. I mean especially with the explainer videos, people if they don’t understand looking at two explainer videos they can’t tell the difference between a ten thousand-dollar one done by an agency or a 200-dollar one done by me on Fiverr, so it’s like I need to make sure that boundary is set before. Okay, you do not get this level of customization for two hundred dollars as you would paying ten thousand dollars with an agency. So I think getting everybody on the same page going into the order prevents a lot of stuff that is unnecessary after the Gig is delivered.Redd: Well, today we have a special guest with us. Her name is Barbara. Hi, Barbara.Barbara: Hey guys, how are you doing today?Red: Great. Welcome and tell us a little bit about yourself, your username, and what you do on Fiverr?Barbara: Well, my name is Barbara AKA batchas85, and my main Gigs are just doing video Gigs. I do commercials or video testimonials on Fiverr. That’s what I’ve been doing for over three years, and it’s been great. I’ve done some voiceovers as well, but my main thing is doing videos for my clients.Redd: Very cool! So what do you think about this conversation we’re having today about customer service? To you what is great customer service?Barbara: Well, for me, customer service is all about having a good customer experience as a whole from beginning to end. For me as a seller, you know, I’ve always thought what would I want to experience if I go buy a product elsewhere in the world, a product on Fiverr, a service on Fiverr, what do I want? How would I want to be treated, and for me—and this is also what I do—first off is answer all the messages and acknowledge all the orders I get in a timely manner. Because of the nature of my Gig, I don’t get as many orders as you guys. I know you, Red, get hundreds of orders, and I can’t imagine you have the time to acknowledge every single order every time you get them, but for me acknowledging the order and—I think you guys touched a little bit about this—is important because, not only do you touch base with the customer when you’re acknowledging the order, but you know you’re letting them know hey, I got your order. I’m going to work on it. It also gives you a chance to be transparent on what they’re ordering because there are some cases where I get a fifty-dollar order with a bunch of extras, and all I get is a line with the script. So in that case, my job and duty is to tell the buyer hey, you know, I received your order. I noticed you have a fifty-dollar order. What are you ordering exactly? Then I kind of have to screen out some responses sometimes, but I want to make sure that my client tells me exactly what they want in order for me to give them what they want and what they’re looking for in the first try so when I deliver the first order, they’re happy. They know what they’re expecting and everyone’s happy in the end. Of course, you know delivering on time is a big thing. For me I try to deliver as early as I can, and you know, for customers, delivering early is a huge point towards customer service. Then there are times when you know you just can’t make it for XYZ reason, and it’s also good customer service practice to let your customer know what’s going on as Ryan was mentioning earlier, get in touch with your customer and let them know what’s going on. If you’re going to be late, let them know hey, I’ve run into some trouble. I got sick, or my computer is dead, whatever. Then your customer is going to be happy that you told them hey, I’m going to be late. Usually they’re always thankful that you are communicating. So communication is really, really big as Ryan was mentioning earlier. Also you talked about this, Red, professionalism, the way we write to our customers, treating them as human beings and not just another person who’s spending five bucks on you is really, really important. You want to make sure that they know that you care. You know, caring about the order, caring about the person who’s ordering from you is really, really important. All that leads to having repeat business or referrals which is essentially what we need to survive on Fiverr. Also, one thing I wanted to mention is with all of our regular clients, I know most of them, if not all of them depend on us if they’re repeat clients, and you know they’re ordering every week. Then sometimes you want to take a vacation, be it one week, two weeks. I had a time where I was away for about three weeks, and I made sure because I know that some of my buyers depend on me. I made sure I contacted them probably a month in advance just to let them know hey, by the way, I’m going to be gone this amount of time. If you have to order, make sure you order in advance, just letting them know what’s going on so that when they come to Fiverr and they don’t find me, they don’t freak out about it. So there are just so many things that you can do in regards to good customer service, very much apart from your actual service is because, of course, good quality product is going to bring back repeat customers, but good customer service in this case is really, really important to really keep your clients and get referrals as well.Adam: I just want to ask a question. You say that you try to deliver as soon as possible on every single order, and I actually tried to do that recently because I had quite a queue than normal. So what I would normally do is I would normally always aim to deliver about twenty-four hours before I actually state I do, but for this time I thought I’m just going to deliver when I can as soon as I can. What I actually found was I had one buyer who ordered from me and rather than delivering in five days, I delivered in two days both their orders, and then they came back a week later when I was busier, and by this point it got to four days out of five, their lead time, I had already let them know that I was more busy compared to the last time that they ordered. They were very unhappy that I wasn’t able to order as quickly as previously even though that wasn’t a promise or stated on my service. Has something like that ever happened with you where it fluctuates in your delivery time for those repeat buyers?Barbara: I’ve had a couple of instances where a buyer was super happy that I delivered in two days even though they didn’t order to express Gig extra that I have. Of course, they came back because I was so fast, and the next time it did take a little bit longer, and they were like so when’s the order going to be ready and everything? So what I do is I explain to them this is my set delivery time—currently I think it’s about seven days—I don’t work on weekends so let’s say if a buyer orders on a Thursday and they’re expecting it in one to two days or on the weekend, I tell them I don’t work weekends so I’m just going to get to it next week, or I let them know what position in my queue is so that they have an idea so that they don’t think I’m just brushing them off. Most of the time they are really understanding. I find that buyers are good people, and they will be happy with whatever you tell them as long as it’s something logical that you’re telling them and as long as you’re communicating with them. Again, we’re touching base on that, communication is really, really important with everything. As long as you’re talking to your buyer about what’s going on, answer them whenever they ask you a question during the order, they’re going to be happy. They’re going to be satisfied with your service, and they’re going to be understanding most of the time.Adam: I like the logical idea of letting them know the position in your queue because when I message this particular buyer, I simply try to explain that I was busier than the last time that they ordered, and it’s going to take a little while longer. I think if maybe I did share a number such as you’re 90th in line and it should be with you roughly at this time, I think they probably would have been happier with that.Ryan: I have the same problem that Adam had when I used to set my delivery time and deliver ahead of it. If I didn’t do it the second time, people said hey, what’s the deal? The first time you delivered in this many days, now it’s taking this long? So since then I’ve switched and never delivered before it’s due, and I’ve had no problems with it. I just say it’s not going to be a second past the quoted time, and I actually pride myself in over 5500 orders, I’ve never delivered an order that was past due which is kind of crazy to think about but I haven’t. So I just say it’s going to be back guaranteed before this time, but it probably won’t be earlier. Generally people expect that because like both of you said, if you communicate they appreciate it.Barbara: One thing I just remembered is every time I get an order, I have a prewritten acknowledgement message. So in that message I tell them I received your order. I thank you for ordering with me. I will get to your order as soon as your turn comes up. So at that line they understand okay, I’m in line. I’m sure she’s got other orders prior to this one so when my turn comes up, she’s going to get to my order. So I kind of plant the seed there ahead of time, and if they ask, of course I try to respond in a timely manner and let them know what’s going on and when I’m going to get to their order.Ryan: I think that’s great too because it lets them know you’re not the only person I’m dealing with, and generally when people know that, they understand. You’re talking to them even though you have all these other orders.Barbara: Correct.Adam: I think that’s a fantastic tip for sellers to have a prewritten acknowledgement statement that they could possibly save within the Fiverr messaging tools that we have at the moment, and just to basically state each time you receive that new order, use that prewritten statement they’ve already gotten saved. It will only take a couple of seconds to do, but it would reap a lot more benefits.Redd: Yep. Remember with the prewritten statements, it’s always a good idea. Like Barbara was saying, use either their first name or their username if they don’t write to you using their first name because otherwise you kind of sound like a robot tapping a canned response in this case and then just sending it off. You want to make sure they feel—Adam: So almost like a template, not something you’re going to send out as completely prewritten but a template way, maybe have their username, the Gig they’ve ordered, the order amount or something they actually can reference so it’s more personalized to them.Redd: Correct. Just even something as simple as just using their username or their name is really good.Ryan: It’s a modified template.Redd: Yeah.Ryan: So you have the set response and then you can add their name in at the beginning when you send it to them.Redd: Correct.Adam: Well, thank you so much, Barbara, for being on the show with us today. It’s been fantastic having you, and you’ve certainly given us some great information and insights into what great customer service means for you. So hopefully we will see you again soon on the show.Redd: Thank you, guys, for having me. Thanks, Barbara.Adam: All right.Ryan: Thanks, Barbara.Adam: So now we move on to the Q&A portion of the show where we answer questions directly from our community. This week we have three questions. The first one I’m going to throw over to Redd, and that is how do I search for people who may need services done? That’s from Annie Lotto.Red: This is always a great question because you’re always wanting to find ways to gain more business and ways to gain more traffic. There are a couple of really, really good tools that Fiverr has. I use one of them every single day. It’s an awesome little thing where people who haven’t been able to find the services they’re looking for can go ahead and enter in what they’re after. There are opportunities for sellers who already sell within that particular category to go ahead and pitch their business. So I actually do this every single day. It’s the second thing I do with my little admin work that I do every morning. I’ll go into buyer requests and for me it’s voiceovers. There will be a lot of stuff in there that I simply can’t help with. I can’t be a male German guy. I’ve tried but it doesn’t work. So as a general rule, I’ll go through and see which of these orders might apply to me, and I’ll go ahead and send them a link to my Gig. You have a limit of how many you can do per day. You can do ten per day, but it’s a great way to go ahead and generate some more business from people who are looking for something more specific. Sometimes there are things on there that I know I can do really, really well that wouldn’t necessarily come up in search terms for me. So it’s a good opportunity to expand and to gain business.Another really good place to find people who are looking for things is the forum. The forum community is huge and wonderful and consistently evolving, and we have a new forum coming soon which is very exciting. There are always people on there who are looking for work. So if you have the time and want to go through the forum to see if anyone’s got something they’re looking for you think you can help with them, go for it. You can message them straight through the system and get more business that way. So it’s just keeping your eyes out and keeping your ear to the ground as to different venues, different avenues you can take to get more business.So the next question we have is can I share a completed order on Facebook after missing the pop-up and how? Ryan, do you want to take this one for us?Ryan: Absolutely. So just in case you haven’t ordered before, when you complete an order, there will be a pop-up that gives you the option to share what you have received on social media on Facebook or Twitter. If you miss that, what you can do—and this actually can work in your favor—say if you ordered a Twitter cover photo from Adam, what you can do is you can take that and share it directly on Facebook with the link to Adam’s Gig. So, not only does this give you exposure for what you’ve got which is probably going to be your business, but it makes you kind of a connector in a way. So if someone sees what you’ve got and they go and order from Adam and they say oh wow, this is fantastic, you’re going to be a trusted source for referrals on Fiverr. So I mean that’s a good way to build your business credibility and your personal for being a referral source to Gigs that can help grow your business.Redd: Excellent. Another question here, this is actually something that we wanted you to talk about a little bit because we get asked this sort of thing all the time, and I think Adam, our analytics guru, is the best for this because he knows all things of this, can you talk about Adam, what is legit?Adam: So this question gets asked a lot especially when there’s a new feature coming out which may coincide with it. Now what this often refers to is if someone has received an email or received a message or received something similar from the Fiverr system that is out of the norm, for a recent example of this is there was a beta test available, and it was sent out to buyers in the email, a lot of people asked is this email legitimate? What should I do? So there are a few ways to understand if communication from Fiverr is legitimate. So the first thing to realize is that no email from Fiverr customer support or any Fiverr employee will originate from a public domain. It would always be from @Fiverr.com. So if any message you receive in your email address is from Hotmail, outlook, Yahoo, Gmail or anything else along these lines, it is not a legitimate message. They only come from Fiverr.com.The next thing is the Fiverr team will never directly ask you for any personal information such as your PayPal email account, your password, or the security question on your account. The only thing that’s ever going to be referenced in a Fiverr email to you is your username. They’re never going to ask for any confidential details of your account. If you receive an email that you do believe is suspicious or something that isn’t quite right, don’t be afraid to report it immediately to the Fiverr customer support team. There is never a time where you may think you’re going to be bothering them or isn’t worth communicating that to someone. Even if you see a message that you know isn’t legitimate, for the security of the community it would be great if you could report that to the customer support team. If you do see an email and you aren’t quite sure if it’s legitimate or not and it has links into it to direct you somewhere that is seemingly on Fiverr or related to Fiverr, if you aren’t sure if it’s legitimate, don’t click those links and once again, contact customer support.Now in relation to on-site in regards to receiving messages on site in your Fiverr inbox, this sometimes happens as well from the Fiverr system, and there’s quite an easy way to see if it is legit. An easy way to do this is to basically click on the user profile that you’ve received the message from and at the top of the profile next to the username, if it’s a legitimate Fiverr admin or Fiverr member, it would have the tick. So for example, I’m sure they’ll link this along this video as a demonstration, but there is a Fiverr username called Fiverrbot which, on their profile they have to tick. If a profile doesn’t have a tick and it’s asking you to do something, pretending to be a Fiverr community service member, once again report that to the customer support.Redd: Very cool. I think that’s going to be all we have time for today.Hey, Adam, how’s that logo contest going?Adam: Well, we’ve received a lot of great submissions so far, but you can never receive enough. So please keep sending those submissions in, and you can read the details for the logo contest in the forum if you haven’t seen them already about designing the logo for this podcast.Red: Thanks for listening to Fiverrcast, the official Fiverr podcast for sellers by sellers. Be sure to join us next week when we talk about how to say no. Thanks very much to our guest host today, Ryan. You can find him on Fiverr as customdrumloops. He also composed our amazing jingle.We would also like to thank Barbara. You can find her as bachas85 for coming on and being our special guest. We’re edited today by landongrace. Thanks so much, and we’ll see you next week.Transcribed by: adnanjilani90
