A well-informed client

A well-informed client is a returning client, and if they don’t have any further projects, they will refer us to other clients or leave a positive review on our social media pages. A satisfied client is our best advertising. So we need to provide them with that customer service and satisfaction that will keep them coming back. As translators, it is our duty to obtain and provide all possible information about the project. This not only keeps our clients satisfied but also ensures we do a great job every time.

Get informed

First, we need to start by analysing the project and asking questions. Some translators, especially when they are at the beginning of their careers may feel a bit scared of asking questions. I know I did when I started. But it is actually part of our job and one of the clauses in our Code of Ethics. We must ensure we have all possible information about the project before we quote. What is it for, does it need certification, is there any pre-established deadline, etc.

Companies may even have their own glossaries with translations they want to use in all their documents. If we don’t ask we may not know about it.

Then inform your client

Once you get all the information about the project it is our time to provide information. It must be done in a very clear and simple way. The client must know everything about our services and if there are multiple options on offer, the client must know about all those options and pricing, so they can make an informed decision.

Sometimes, the client may require a translation that you know you may not be the right person to do. For example, in NSW, if you want to apply to convert your overseas driver licence into an NSW driver licence, you must use the services of a government agency. So, not all certified translators can do it. Only the ones that work with that particular agency. Providing that information to the client, not only shows your honest, transparent and professional conduct but will also spare them of having to pay for the same translation twice, since Services NSW won’t accept a translation that does not come from that agency, even if that translation was done by a NAATI certified translator.

The result

Asking all relevant questions will enable us to acquire all information about the project. That information will help to make an assessment of the project and provide all options to our clients. It will also help us provide great service because we are informed and know everything about the project.

The same happens with the client. If we provide them with all possible options and relevant information that will help them achieve their goals, they will be extremely satisfied with our service and more likely to return or recommend us to another client.

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