A few days ago I decided that I wanted a new business card for the up and coming new year. I headed straight to Fiverr, and browsed through some of the graphic designers who offered their services for five dollars or more. After a few minutes, my choice was made: I decided to use the designer with more than a hundred of 5-star positive ratings, and literally no negative reviews at all.
Of course, the gig didn’t really cost five dollars. I added $10 to receive the source file as well, $5 for the design of a double-sided business card, and $5 for a “more professional work”, as the designer put it. Along with other bits, the gig cost $30 altogether, which is still a good price to pay for a well-designed card.
Then the troubles began.
I received the design in 24 hours. It was, simply put, nowhere near what I expected. The fonts were all wrong, the colors were messed up, and worst of all – the key graphical element in front of the card was not centralized properly, which indicates to me a lack of attention to details that is outright unprofessional. So I asked for a modification, which was implemented within a day. It was not much better than the original. At which point I thanked the designer, and concluded the gig with a review of her work. I gave her a rating of generally three stars – possibly more than I felt that her skills warrant, and wrote a review applauding her effort to fix things, but also mentioned that I was not satisfied with the final result.
An hour later, the designer sent me a special plea. She asked me, practically in virtual tears, to remove my review, telling me that we can cancel the order and go to our separate ways. She told me that her livelihood depends on Fiverr, and without high ratings, she would not be approached by other buyers in the future.
I knew that my money would not actually be returned to me, since Fiverr only deposits the return in your Fiverr account for the next gigs you will purchase from them.But seeing a maiden so distraught, and me having an admittedly soft heart, I decided to play the gallant knight and deleted my negative review.
And so, I betrayed the community, and added to the myth of Fiverr.
Lessons for the No-Managers Workplace
In December 2011, the management guru Gary Hamel published an intriguing piece in the Harvard Business Review called “First, Let’s Fire All the Managers”. In the article, Hamel described a wildly successful company – The Morning Star Company – based on a model that makes managers unnecessary. The workers regulate themselves, criticize each other’s work, and deliberate together on the course of action their department should take. Simply put, everyone is a manager in Morning Star, and no one is.
You should read the article if this interests you (and it should), but just to sum up – Morning Star has some 400 workers, so it’s not a small start-up, and the model it’s using could definitely be scaled-up for much larger companies. However, Hamel included a few admonishments, the first of which was the need for accountability: the employees in Morning Star must “deliver a strong message to colleagues who don’t meet expectations,” wrote Hamel. Otherwise, “self-management can become a conspiracy of mediocrity.”
The employees in Morning Star receive special training to make sure they understand how important it is that they provide criticism and feedback to other employees, and that they actually hurt all the other employees if such feedback is not provided and made public. Apparently the training works, since Morning Star has been steadily growing over the past few decades, while leaving its competitors far behind. In fact, today “Morning Star is the world’s largest tomato processor, handling between 25% and 30% of the tomatoes processed each year in the United States.”
Morning Star is a shining example for a no-managers workplace which actually works in a competitive market, since each person in the firm makes sure that others are doing their jobs properly.
But what happens in Fiverr?
Is Fiverr Broken?
I have no idea how many service providers on Fiverr beg their customers for high ratings. I have a feeling that it happens much more frequently than it should, and that soft-hearted customers like me (and probably you too) can become at least somewhat swayed by such passionate requests. The result is that some service providers on Fiverr will enjoy a much higher rating than they deserve – which will in effect deceive all their future potential customers.
Fiverr could easily take care of this issue, by banning such requests for high rating, and setting an algorithm that screens all the messages between the client and the service provider to identify such requests. But why should Fiverr do that? Fiverr profits from having the seemingly best designers on the web, with an average of a five stars rating! Moreover, even in cases where the customer is extremely ticked off, all that will happen is that the service provider won’t get paid. Fiverr keeps the actual money, and only provides recompensation by virtual currency that stays in the Fiverr system. This is a system, in short, in which nobody is happy, except for Fiverr: the customer loses money and time, and the service provider loses money occasionally and gets no incentive or real feedback that will make him or her improve in the long run.
As I wrote earlier, Fiverr could easily handle this issue. Since they do not, I rather suspect they like the way things work right now. However, I believe that sooner or later they will find out that they have garnered themselves a bad reputation, which will keep future customers away from their site. We know that great start-ups that have received a large amount of funding and hype, like Quirky, have toppled before because of inherent problems in their structures. I hope Fiverr would not fail in a similar fashion, simply because it doesn’t bother to winnow the bad apples from its orchard.