Playbook/Expectations & Communication

Expectations & Communication

Follow-Up Cadence

When and how to chase a quiet client - before an order, during an active order, and against the auto-complete clock. The cadence is deliberate: enough to stay top of mind, never enough to read as pressure.

#Pre-Order (Conversation Stage)

  1. 24 hours after no responseFirst follow-up: "Hey [name], just checking in - any updates on [files/references/answers]?"
  2. 48-72 hours after first follow-upSecond follow-up: "Hi [name], wanted to follow up. Let me know when you're ready to move forward!"
  3. After second follow-upLet it rest. They'll come back when ready.

#Active Order (Client Hasn't Reviewed Delivery)

  1. Day 2"Hey [name], just checking in - have you had a chance to review?"
  2. Day 5"Hi [name], wanted to follow up on the delivery. Let me know your thoughts or any revisions!"
  3. Day 7+Follow up every 3-5 days. Keep messages short.

Document every follow-up. Your follow-up history is evidence that you were ready and waiting.

#Auto-Complete Deadlines

Racing the auto-complete clock
Racing the auto-complete clock

If delivery deadline is approaching and client hasn't responded:

#Auto-Complete Heads-Up

Template 
Quick heads up - the order has an auto-complete deadline of [date/time]. If you don't submit a revision request through the order page before then, Fiverr will automatically mark the order as complete. If that happens, no worries - I'm still committed to taking care of you. Just wanted you to be aware.

#Response Time & Urgency

Never promise a specific hour. Say "within 24-72 hours" or "by end of day tomorrow." Never say "in a few hours" or "this afternoon" unless you are literally about to hit send.

  • Don't let conversations go coldif you said "I'll send the quote ASAP," send it within 24 hours.
  • Quotes that drag kill conversionsmultiple clients in this inbox have been waiting 2-4 days for quotes that were promised.
  • If you say you'll send something, send itbroken promises compound. If you tell a client "I'll send the offer today" and don't, you've damaged trust. If something comes up, message them BEFORE the deadline passes, not after.
  • Give a specific timeframeif you can't send a quote right away: "I'll have this to you by tomorrow evening."
  • Don't make ready buyers waitclients who are ready to buy should not have to wait.

#Follow-Up Rhythm (the Shaheen Lesson)

Don't over-follow-upAfter a delivery, give the client room. Slow-responding clients (especially those juggling jobs/teams) will push back hard on aggressive pinging, and it dings the effective-communication metric.
One gentle nudge maximumAnd only when there's a real reason (approaching deadline, pending asset, auto-complete risk).
Stop after a housekeeping submissionOnce you've done a housekeeping submission, the timeline pressure is resolved - stop pinging and let them review.