Not communicating outside labeled "Unreliable"

[keltonpeter]

I advised a prospective client that we do not communicate outside the Upwork Message System. I instructed her on using the in-house telephone on the message page. I also told her my personal policy is that communications concerning writing should be in writing, the medium we use, and not verbal.

Her Upwork Success Manager, **Edited for Community Guidelines**, advised her to seek another free-lance writer because of apparent “unreliable” communication.

I don’t feel Upwork employees should be telling prospective clients that our writers are “unreliable.” Such phrases may be taken out of context and spread on the internet and through Social Media, damaging Upwork’s reputation. I’ve been writing successfully for more than 68 years, including 2,800 hours via Upwork with a current satisfaction rating of 99% for more than 100 clients. I resent being allegedly “unreliable.” – Peter Kelton

Upwork Success Manager

**Edited for Community Guidelines**

[lizablau]

Bizarre! I've never heard of "Upwork Success Managers." And we need answers why this one interfered in the hiring process. You did nothing wrong.

Can you post this in the announcement thread about the change of rules? Hopefully, it will get the attention it deserves:  https://community.upwork.com/t5/Announcements/Frequently-Asked-Questions-on-TOS-changes-regarding-in...

[colettelewis]

Mixed messages too. Upwork has said expressly that no outside communication is now allowed until a contract is in place. So does this mean Upwork "success" managers can overrule this new regulation? 

Peter, I have flagged your post. I think we would all like an answer to this question. Although I daresay Upwork will refuse to share the answer. 

[lysis10]

From what I can tell, OP refused to have a voice call and that's normal for enterprise clients. That's why the Upwork person told the client to move on to someone who will do a voice call.

[tlbp]

OP seems to imply that his preferred medium should be the client's as well. Which I understand, I don't always want to take voice calls. But, people who are not writers often prefer to communicate by other means. 

[kochubei_valeria]

Hi Peter and others,

Thanks for bringing this to our attention. I checked and it looks like Upwork Success Manager who was assisting the client with finding talent for their Featured Job, was not aware that the client was referring to doing a call with Peter outside of Upwork. I will not be able to further discuss the client's conversation with their Success Manager and had to edit the content of a private message from Peter's post as it's against our Guidelines. 

That said, I will flag this case to the team and they will review the communication between the client and their Success Manager as well as the client's request to do the interview call with Peter outside of Upwork (which is against Upwork TOS).

[sjbercot]

Hi Valeria, what exactly is an Upwork Success Manager? What do they do for clients? Do all clients have one?

[petra_r]

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Sarah B wrote:

Hi Valeria, what exactly is an Upwork Success Manager? What do they do for clients? Do all clients have one?

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My guess (pure guess, mind...) is that they are repurposed/relabled/rebranded "talent specialists"...

Ah. Yes. Look: Clients who pay for featured jobs get a renamed Talent Specialist.

Par for the course, in other words. A talent specialist by any other name will smell as.... (Apologies to Shakespeare)

[joansands]

Peter - I never heard of Upwork Success Managers - but it sounds like maybe that client should seek a different Success Manager because the communication with the first one was unreliable.