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Whatever happened to “the customer is always right?”

Actually, believe it or not, the customer isn’t always right. Stores and businesses adopt that policy because complaints are a liability, and in the long run it’s more efficient in costs, reputation and time to accommodate complaints in the form of refunds, exchanges, etc.

That’s what the dude from Fiverr did a few days ago. I had put in an order for a voiceover for the podcast, and included a recording of myself giving the tone, pace, inflection, etc. that I wanted. Of course, no one can do it as well as I can, but having myself introduce myself is slightly narcissistic, so you hire someone else to do it.

I received a notification that the order was ready, so I logged into Fiverr and gave it a listen. The guy didn’t do a bad job, but he didn’t deliver what I asked, i.e. make it sound as close to the example I sent as possible. So I asked him nicely if he would listen to the example again and give it another shot. His reply was essentially that he had indeed nailed it, that it was really good and I should be grateful for his time. Maybe not exactly what he said, but that’s the gist of it.

Needless to say, we won’t be hearing this person’s voice on the podcast. We mutually agreed to cancel the order, I got a refund and there’s nothing more to be said about it.

The point is, you can be good at something, but if you don’t give the client what they asked for, you’re not exactly the brightest bulb on the scoreboard if you argue and say they’re wrong. Chalk it up to the subjective nature of art, but at the end of the day you’ve got to deliver what people ask for, and not be arrogant when it’s not to their liking.

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