| Pages in topic: [1 2] > | Error in my translation! Thread poster: LucyPatterso (X)
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I just got some feedback from an agency - the client is not happy because a legal term was translated incorrectly. The client is right: I mixed up two similar-sounding terms and unfortunately did not pick up on it when proofreading as it seemed to make sense in the context.
It's one mistake in 6000 words but of course completely unacceptable. I am not happy with myself at the moment!!!
Should I offer them a discount, do you think - and how much?
| | | | | A discount is the proper thing to do. | Jul 17, 2012 |
When a client complaints, I automatically give him a discount; “To get it out of the way” (1 to 10%, depending on the amount). I have found that is better than starting a long discussion and sending e-mails back and forth. And it usually gives me a satisfied customer, people understands that mistakes happens, but if you start arguing it just gives a bad relationship.
In this case, if it really, really is only one error, I would give 5%. The end customer will probably never see ... See more When a client complaints, I automatically give him a discount; “To get it out of the way” (1 to 10%, depending on the amount). I have found that is better than starting a long discussion and sending e-mails back and forth. And it usually gives me a satisfied customer, people understands that mistakes happens, but if you start arguing it just gives a bad relationship.
In this case, if it really, really is only one error, I would give 5%. The end customer will probably never see this discount, but that is not your concern.
The customer is not always right, but he is always the customer. I’d rather have return business, then winning an argument with a customer about the magnitude of the error.
[Edited at 2012-07-17 12:06 GMT] ▲ Collapse
| | | | | small discount to show you care | Jul 17, 2012 |
LucyPatterson wrote:
Should I offer them a discount, do you think - and how much?
A discount will also imply that mistakes are few and far between enough for you to "afford" to grant a discount.
As a matter of fact, it happened to me not long ago, and without them asking, I offered a 10% discount... On a 350-euro bill, it didn't harm much, and this client has always been accommodating when I have money claims (such as fee too low for actual time spent, etc.)
Also, a bit of self-whipping can keep you awake and sharp at all times. Nothing is ever definite, and such moves can secure a fair and balanced relation.
Now, if your client has always been a pain in the neck, renegociating deadlines, fees, paying late and expecting you to be theirs at all times, I'd just send a sorry note and wish I would be more careful next time.
Philippe
| | | | Tom in London
United Kingdom
Local time: 09:11
Member (2008)
Italian to English
| The outsourcer's role | Jul 17, 2012 |
It all depends on whether or not you expect the outsourcer to act as a final checker. Ideally they would be able to read through your translation without ever finding any mistakes, but in the real world, mistakes do slip through from time to time.
A civilised outsourcer with whom you have a good relationship might point out errors and ask you to correct them, but if this is a rare occurrence I don't see why a whopping discount should be conceded, especially since in this case it's ... See more It all depends on whether or not you expect the outsourcer to act as a final checker. Ideally they would be able to read through your translation without ever finding any mistakes, but in the real world, mistakes do slip through from time to time.
A civilised outsourcer with whom you have a good relationship might point out errors and ask you to correct them, but if this is a rare occurrence I don't see why a whopping discount should be conceded, especially since in this case it's only *for a single mistake*.
Conceding discounts for unavoidable errors that do happen from time to time is like an open invitation to outsourcers to look for "errors" in all your future translations.
BTW Lucy - your language pair is given as "English". Can that be correct?
[Edited at 2012-07-17 12:36 GMT] ▲ Collapse
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Diana Coada (X) 
United Kingdom
Local time: 09:11
Portuguese to English
+ ...
| One mistake - no discount | Jul 17, 2012 |
I have a statement on my invoices and in my T&Cs:
''The Client has 7 days from receipt of the final translation to inform the Translator of any errors or omissions contained in the translation. The necessary corrections will be made free of charge. Errors/complaints must be submitted in a manner that accurately demonstrates their nature. Their submission shall under no circumstances discharge the client from his duty to payment.''
| | | | Tom in London
United Kingdom
Local time: 09:11
Member (2008)
Italian to English
Diana Coada wrote:
I have a statement on my invoices and in my T&Cs:
''The Client has 7 days from receipt of the final translation to inform the Translator of any errors or omissions contained in the translation. The necessary corrections will be made free of charge. Errors/complaints must be submitted in a manner that accurately demonstrates their nature. Their submission shall under no circumstances discharge the client from his duty to payment.''
I wouldn't ever admit in writing, up-front, that any of my future work might contain mistakes. It sets the wrong tone.
[Edited at 2012-07-17 12:33 GMT]
| | | | | No discount - why should you, they did not do their job | Jul 17, 2012 |
LucyPatterson wrote:
I just got some feedback from an agency - the client is not happy because a legal term was translated incorrectly. The client is right:
IMO the agency is to be blamed here, it seems that they delivered a translation with an error to their end client. What kind of QA did they run on your translation?
It is ok that the agency gets back to you with some feedback, but it is their task to catch your error before they deliver the translation to the end client.
Translating is team work and each memeber is responsible if the end product is not error free.
| | | | Tom in London
United Kingdom
Local time: 09:11
Member (2008)
Italian to English
Siegfried Armbruster wrote:
...... it is their task to catch your error before they deliver the translation to the end client.
Translating is team work and each member is responsible if the end product is not error free.
Well said, Siegfried - I completely agree.
[Edited at 2012-07-17 12:47 GMT]
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Diana Coada (X)
United Kingdom
Local time: 09:11
Portuguese to English
+ ...
Tom in London wrote:
I wouldn't ever admit in writing, up-front, that any of my future work might contain mistakes. It sets the wrong tone.
[Edited at 2012-07-17 12:33 GMT]
That's not what this is. T&Cs have to cover for every scenario in a business. Following your reasoning, a product that has a return policy is admittedly faulty.
Anyway, it's time we all realised many agencies do not proofread our translations and that is why I state my rates as follows:
x/word (incl proofreding)
x/word (no proofreading included)
| | | | Tom in London
United Kingdom
Local time: 09:11
Member (2008)
Italian to English
Diana Coada wrote: Tom in London wrote:
I wouldn't ever admit in writing, up-front, that any of my future work might contain mistakes. It sets the wrong tone.
[Edited at 2012-07-17 12:33 GMT] That's not what this is. T&Cs have to cover for every scenario in a business. Following your reasoning, a product that has a return policy is admittedly faulty. Anyway, it's time we all realised many agencies do not proofread our translations and that is why I state my rates as follows: x/word (incl proofreding) x/word (no proofreading included)
T&Cs are really offputting. I have none. Personally I prefer to build warm, friendly relationships of trust, with a few reliable clients - but of course that would not work if you're constantly dealing with people you don't trust or with whom you've never collaborated before.
[Edited at 2012-07-17 13:04 GMT]
| | | | neilmac
Spain
Local time: 10:11
Spanish to English
+ ...
Siegfried Armbruster wrote:
IMO the agency is to be blamed here, it seems that they delivered a translation with an error to their end client. What kind of QA did they run on your translation?
It is ok that the agency gets back to you with some feedback, but it is their task to catch your error before they deliver the translation to the end client.
Translating is team work and each memeber is responsible if the end product is not error free.
I agree. Agencies are supposed to have proofreaders who check the outsourced translations, and if the mistake was only one word or term out of 6000 - and "two similar-sounding terms" as described - I don't think it's a mortal sin. Certainly not worth a 10% discount. Nobody's perfect.
[Edited at 2012-07-17 13:06 GMT]
| | | | Phil Hand
China
Local time: 16:11
Chinese to English
I'm with the majority here. It's just not feasible to go offering discounts every time you make a mistake. Translators are human. Errors are bound to happen sooner or later. A client who pays full price for translation + proofreading is less likely to get errors. But there is no contract and no sum of money in the world that can give you a 100% guarantee of zero mistakes.
An apology is appropriate; an explanation, if necessary. But there's no need for discounts, and it sets a bad preceden... See more I'm with the majority here. It's just not feasible to go offering discounts every time you make a mistake. Translators are human. Errors are bound to happen sooner or later. A client who pays full price for translation + proofreading is less likely to get errors. But there is no contract and no sum of money in the world that can give you a 100% guarantee of zero mistakes.
An apology is appropriate; an explanation, if necessary. But there's no need for discounts, and it sets a bad precedent, in my view. ▲ Collapse
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LucyPatterso (X)
English
TOPIC STARTER | They have more complaints | Jul 17, 2012 |
Oh well, I offered a 5% discount to the agency since I felt so bad, and now apparently the client is complaining that the contract is translated too "literally" and is too vague. They have asked me to check through it again. What exactly am I meant to check if they give no actual examples and just vague comments?
I know this is nonsense as I specialise in contracts, have translated 100s of the things, have repeat clients and no one has ever given me this kind of feedback before.
... See more Oh well, I offered a 5% discount to the agency since I felt so bad, and now apparently the client is complaining that the contract is translated too "literally" and is too vague. They have asked me to check through it again. What exactly am I meant to check if they give no actual examples and just vague comments?
I know this is nonsense as I specialise in contracts, have translated 100s of the things, have repeat clients and no one has ever given me this kind of feedback before.
Sounds like they are just one of those "difficult" clients ... ▲ Collapse
| | | | | Business arrangements | Jul 17, 2012 |
Siegfried Armbruster wrote:
IMO the agency is to be blamed here, it seems that they delivered a translation with an error to their end client. What kind of QA did they run on your translation?
Whether the translation is revised at the agency or not is secondary. No translator should ever fail to convey the meaning, even crippled with formal mistakes. If the agency/client detects a mistake worth mentioning, it means the work delivered is not up to what they expect.
Of course we're all humans and mistakes happen, but they should never alter the original meaning, even when you know your translation will be edited. Such mistakes deserve the appropriate treatment and I'd feel awkward to reply "well it happens, sorry" if I translated "red pig" instead of "pink deer".
By the same token, when I get a half-cold main course in a restaurant, I'm usually offered a coffee or a night cap, and I would hardly accept a "well, it happens" or "it's the cook fault" reply. It doesn't cost that much, and it leaves a good impression.
Maybe Lucy could grant a discount on the next job as an incentive.
I don't believe in setting a precedent or sending the wrong signal. At least with reasonable parties.
Philippe
| | | | | How can it be | Jul 17, 2012 |
"too literally and too vague" at the same time? Isn't this a contradiction?
Maybe you want to ask them for more details.
Good luck with this, Lucy.
[Bearbeitet am 2012-07-17 15:00 GMT]
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