Setting expectations and delivering quality services

Meet (and exceed) buyer expectations by ensuring that your service is immediately understandable. Keep your buyers updated throughout the order—right up until delivery. To establish yourself as a preferred seller, and maintain a favorable reputation, use the tips below.

Describe your Gig clearly

Use a clear title and a detailed description to explain your service. If you think it's worthwhile, include the aspects that you don’t offer. Avoid misunderstandings with buyers by defining specific details and setting the number of revisions in advance.   

Define the details

Communicate with your buyer before, and during the order to confirm the type of file (design files, wireframes, prototypes, functioning websites, etc.) your buyer wants to get, and that you’re able to provide it. For example, if you’re in logo design, make it clear to your buyers what they can expect to get: A full branding package with mockups or a single vector file. If you’re providing 3D design services, let your buyer know if they will get a 3D model or only the final rendering images. Share the design (or other) programs you use to further align buyer expectations. Remember that different details apply to the various services and categories.

Ask for the details you need

Be sure to ask for everything you need to get the job done.
Recommendation: Create a template of a detailed brief in advance. This should include all the fields for the information you need, for your buyers to complete. The more you understand your buyer’s needs, the better your chance is of meeting them.
Remember: Buyers may not understand technical terms so this brief can be useful to bridge the knowledge gap. If you don’t understand their responses—ask questions to learn more. Your efforts to understand their needs not only result in quality delivery but also show buyers that you’re aiming to deliver exactly what they want. 

Be transparent

Avoid any potential surprises by sending updates to your buyers. These updates can be in the form of sketches or drafts and give your buyers an idea of what they will get at the end of the order. Be sure to ask for any changes needed—give your buyers a say in the process to improve your chances of delivering something they love. One of the great ways to achieve this is by using the Milestone workflow to create clear and defined milestones with your buyers. When you add milestones directly to your Gig, buyers can see your workflow, and pricing before they make an order. This can help buyers understand your work process as you will show buyers what exactly they can expect—and by when.

Define your limits

Make it clear to your buyer how many revisions you provide for the Gig and avoid any potential misunderstandings or negative buyer experiences. If there is a lot of back and forth, a buyer may become impatient when defining delivery details with you. This is not an optimal experience for you or your buyers so be sure to be clear and set expectations from the start of each order. 

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