Mistakes, misunderstandings, and miscommunications can happen between professionals. Fiverr has a Resolution Center to help address these issues, but sorting through project conflicts is more than using an online tool. You'll reach the best possible outcome if you understand how to approach the conflict resolution process and how to correct misaligned expectations. Here's what to do.
The 4 Steps Towards Project Conflict Resolution
1. Assess the problem
You've noticed a problem with the latest delivery of your project – it's not what you wanted. Begin by determining the source of the problem.
Has the Fiverr doer done the work outlined in the gig? Does the work match up with all prior communications? Can you see a point where a misunderstanding may have occurred? Did you clearly list all your requirements?
This review process may address the problem or help you see the unexpected outcome in a new and more positive light. Move on to a conversation with the doer if you feel confident that it will lead to better results for your overall project goals.
2. Address the problem
Whatever the problem or mistake, it's important to try to assume good intentions. Fiverr doers are professionals who are not out to cheat buyers. Their reputations are just as important to them as the finished product is to you. Approach the problem with professionalism and without accusation. Avoid blame suggested by phrases like, “You didn't do this", or, “You missed that." Try beginning with, “My understanding was this," or, “I don't see that reflected in the result." Cite the problem, how it does or does not match what was previously discussed, and note why it doesn't match up with your stated requirements.
Once you've sent the message, be patient. Allow time not only for the doer to get to your message among the tasks and messages from their other clients, but also for them to sincerely consider your problem and think of a fair way to resolve it.
3. Collaborate on a resolution
The doer should offer a response that reflects their expertise and perspective on the issue. That may help you reach a happy resolution, but if you still see a problem, it's time to get serious about collaborating to solve the issue. Although the exact sequence of events in the Resolution Center will vary on a case-by-case basis, here's a helpful guide for what to expect:
If the gig task list or prior communication shows that the problem was due to an established requirement not being met, the doer should resolve it without additional charge. The additional work will take additional time.
If the problem was not due to a requirement not being met, the doer might resolve it free of charge with an additional revision. If this happens, consider providing a tip after the job is complete, and allow extra time for the revision to be delivered.
Depending on the magnitude of the fix or the additional time required, the doer may create a new custom gig for the sole purpose of resolving the issue. This will require additional pay and time, but it is also a clear commitment to delivering your specifications.
Once you agree to a resolution, stick to it. Backing out of a mutually agreed-upon resolution will further complicate your relationship.
4. Move past the problem
After resolving the issue, leave your review of the Fiverr doer's service. Remember that a positive conflict outcome is a healthy part of a business relationship, and should affect your rating favorably.
Approach the review honestly. If the result ultimately did not meet your requirements, stick to professional, non-accusatory wording about what didn't work out. Incorporate any positives from the experience.
If your issue was resolved, consider hiring the doer again in future. Rather than dwelling on what went wrong with this project, think about what you learned from it and use that to have better experiences in the future.
Have you successfully worked through conflict with a Fiverr doer? Was the problem caused by miscommunication, or something else? How did you work together to resolve it? Please share your experiences in the comments below.