Keeping the Client Happy
Posted by admin at 14:37 | Filed In Customer Service Tools
For any company keeping the client happy is fundamental to the future of the company.
Translation companies rely on their clients to keep returning to them with their translation requirements and there are key factors which ensure they do so, even when often they could find a cheaper translation company elsewhere.
Customer Service
This is probably the most important aspect of keeping the client happy. Nobody likes poor service and if youve experienced it, youre very unlikely to return with further business. Poor customer service can be anything from someone answering the telephone in a brusque manner and not sounding interested in your inquiry to your order not being delivered on time. The customer service department of any company are client facing and represent the company. If you dont get this right you could lose business based on one single telephone call and the wrong impression being given to a potential client.
Once you have actually spoken to a potential client and received the go ahead on an order, the next most important factor is to ensure you deliver it on time.
Quality
As well as delivering on time, the other important factor is the quality of what is delivered. With regards to translations this is obviously very important. The original meaning has to be conveyed in the translation and it should be grammatically correct without typos. This can be achieved by choosing a suitably qualified professional translator who only translate into their own mother tongue and is familiar with the subject matter. A second native speaking translator should proofread it and it then should go back to the original translator to be finalised. Many translation companies then carry out a third quality assurance check in-house before the final translated document is sent to their client.
Dealing with complaints
Even if you have followed all of the above steps, there will inevitably be occasions when youre your client is not happy with what has been delivered. When translations are involved it can often be related to just a difference in style preferences and it is important that you work together with the client to achieve a version which is acceptable to them. It is how you deal with their complaint which will ultimately determine whether you keep the client happy and they come back to you with further translation work. If you ignore the complaint you are very likely to lose your client and they will also mention this to other potential clients.
Client Feedback
You should have a system in place where you can follow up with the client to get feedback on the experience they have had with your company. Otherwise you wont be aware of anything that they might have been unhappy with. Was your online ordering system easy to use, were you responsive and did you keep them informed of the status of their project, did you deliver on time and did you handle any complaints quickly and effectively?
Hopefully by considering the above you will keep the client happy and have a successful business relationship for many years.
Sue Copas is the Account Manager of Lingo24 translation agency London, a leading provider of translation services.
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