Internal operating system
The Fiverr Client Communication Playbook
The single source of truth for client communication, pricing, process, and judgment calls - how we protect the brand on every single order.
Every order is a step in one loop - qualify, deliver, guide, expand, retain.
Jump to the tools you use most
New VA OnboardingStart here - the guided path for your first week on the team.Find the Right MoveAnswer a couple questions, get the exact play for any client situation.Services & PricingEvery tier, rate, package, and the full quick-reference table.Before You Quote: The GateSee the files. Get references. Ask everything upfront.Templates LibraryEvery copy-paste message in one place.The Client Expansion SystemTurn a $500 order into a $3,000+ relationship. The offensive playbook.Quick ReferenceDecision tables, checklists, word-count and currency conversions.Difficult SituationsCancellations, review threats, walking away positively.
The Non-Negotiables
When in doubt, default to these. Read before any client reply.
- 1Client's genuine satisfaction before the close.
- 2Always positive, warm, collaborative - never groveling.
- 3Chat-preview-first whenever possible.
- 4Itemize every recap; mirror the client's words.
- 5Always instruct "click Request Revision" on housekeeping submissions.
- 6Never over-follow-up. One gentle nudge maximum.
- 7Flag scope, copyright, and missing assets honestly upfront.
- 8Never promise outcomes you don't control.
- 9Verify the correct file before every delivery.
- 10Think LTV, not the single order.
- 11Protect the three 10-rated gigs; nurse the 8 and the 9s.
- 12Don't ask "are you 100% satisfied?" after explicit approval.