Poll: How quickly do you answer your clients' requests? Thread poster: ProZ.com Staff
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| depends on client | Sep 4, 2008 |
The clients who pay punctually get more immediate attention than the others!
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Miranda Joubioux (X) 
Local time: 10:57
French to English
| Honestly, whenever I check | Sep 4, 2008 |
I started by wanting to put every 10 minutes, but that would not be honest. I have my mail configured to drop into my mail box every 5 minutes, but if I'm working on a project that requires concentration I don't necessarily look at my email. In addition to that, I'm not always in the office. I have meetings, etc.
However, this said, I consider myself to be pretty quick off the mark when I'm available.
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| depends on the request | Sep 4, 2008 |
I generally receive request for quotes, so the answer depends on the files format, quantity, word count and type of job (translation, proofreading). The more to analyze, the later the answer. And finally, it depends on the time I receive the request, as sometimes is so late I answer the next day.
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neilmac
Spain
Local time: 10:57
Spanish to English
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... unless they are slow payers, non-acknowledgers of received jobs etc in which case I like to make them suffer a little. Spain is like that ....
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| As soon as possible | Sep 4, 2008 |
We usually reply e-mails within less than 30 minutes, or faster if possible.
Sometimes it is just and acknowledgment, stating we will get back later after analysing the issue. Other times it is an immediate refusal to a job, which clients appreciate since it saves them time and uncertainty.
This type of continuous quick replies convey a feeling of "I'm here for you". We have experienced this over and over again from different clients that say: "Thank you for your prompt repl... See more We usually reply e-mails within less than 30 minutes, or faster if possible.
Sometimes it is just and acknowledgment, stating we will get back later after analysing the issue. Other times it is an immediate refusal to a job, which clients appreciate since it saves them time and uncertainty.
This type of continuous quick replies convey a feeling of "I'm here for you". We have experienced this over and over again from different clients that say: "Thank you for your prompt reply".
Have a nice one,
Andrés
PS: We also like colleagues that answer quickly when we consult them for availability!
[Edited at 2008-09-05 02:51] ▲ Collapse
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Reed James
Chile
Local time: 04:57
Member (2005)
Spanish to English
| Within 10 minutes | Sep 4, 2008 |
I answer as soon as I can but not sooner than I can think out my answer. It is a good business practice to answer all business-related e-mail ASAP.
However, care must be taken when answering issues such as deadlines and rates. You don't want to lock yourself into a situation before you've thought it over.
I have never practiced a two-tiered system in my business. Unless I think that the e-mail message is a scam, I answer all business-related e-mail as soon as I can. You... See more I answer as soon as I can but not sooner than I can think out my answer. It is a good business practice to answer all business-related e-mail ASAP.
However, care must be taken when answering issues such as deadlines and rates. You don't want to lock yourself into a situation before you've thought it over.
I have never practiced a two-tiered system in my business. Unless I think that the e-mail message is a scam, I answer all business-related e-mail as soon as I can. You never know what your good service will reward you with down the line. ▲ Collapse
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Amy Duncan (X)
Brazil
Local time: 05:57
Portuguese to English
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I'm usually working at the computer, so I get e-mail alerts and answer the e-mails right away. If I'm away from the computer I can still hear my Blackberry telling me I have a message.
Amy
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Daniela Koleva
Netherlands
Local time: 10:57
English to Bulgarian
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I would say immediately after I get the request. Which of course involves 'as soon as I check my e-mail' sometimes. If the request is sent in normal business hours and I am in front of the computer it means that I would reply immediately but only after I have well considered the request and my reply, of course. And if I'm not in front of the computer - it means whenever I get access to the Internet again.
Most of my regular clients tend to call me after sending the materials for tr... See more I would say immediately after I get the request. Which of course involves 'as soon as I check my e-mail' sometimes. If the request is sent in normal business hours and I am in front of the computer it means that I would reply immediately but only after I have well considered the request and my reply, of course. And if I'm not in front of the computer - it means whenever I get access to the Internet again.
Most of my regular clients tend to call me after sending the materials for translation as to check whether I have received the e-mail or whether I confirm it.
So far I don't remember to have seen a request after the deadline, for example. Or I don't remember I've left a client without an answer - positive or negative.
I think, that with odd clients it makes good impression if one replies immediately. ▲ Collapse
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lillkakan
Local time: 10:57
English to Swedish
Totally depends on the client, situation, the request, time of day, workload ...
I have almost instant email alerts and I'm almost always at my computer so I receive and read messages within 5-10 minutes. Whether I reply totally depends on what they want.
I used to do the "acknowledgement" email, but I stopped because 1) it stole too much time, I might as well make a "proper" reply and save time in the long run and 2) my brain ticked off the email as "replied" (as did m... See more Totally depends on the client, situation, the request, time of day, workload ...
I have almost instant email alerts and I'm almost always at my computer so I receive and read messages within 5-10 minutes. Whether I reply totally depends on what they want.
I used to do the "acknowledgement" email, but I stopped because 1) it stole too much time, I might as well make a "proper" reply and save time in the long run and 2) my brain ticked off the email as "replied" (as did my email client) and then I would forget to go back. Now I tag all my email (in bright colours I might add) so that doesn't happen as often, but I still consider it a risk. So.. yeah. If the client usually responds quickly - so do I. The ones who hardly ever replies or replies very late... they're not so lucky.
See, it's all context dependent, just like translation ;D ▲ Collapse
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savaria (X)
Hungary
Local time: 10:57
English to Hungarian
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I always try to answer my clients' requests ASAP.
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| What do you mean by 'request'? | Sep 4, 2008 |
Is a request a request for quote? Or is it any kind of request, like a question about a term another team member is trying to figure out? I don't handle the different types of requests the same way, especially when I'm working with diva clients who write me an e-mail each 15 minutes and mess up my productivity.
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Nicole Schnell
United States
Local time: 01:57
English to German
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In memoriam | If it's related to a current job, right away - any other inquiries or messages have to wait a bit. | Sep 5, 2008 |
Why? Because I want to finish the paragraph / the page that I am working on / I don't want to lose my train of thought. Work comes first.
Courtesy, politeness, etiquette - perfect. I just can't be front-desk lady, office manager / accountant, technical help desk and what not at the same time. Oh, I nearly forgot: translator.
I call it time management or simply discipline. At times this doesn't work out and I get to focus on my own work in the late afternoon after the p... See more Why? Because I want to finish the paragraph / the page that I am working on / I don't want to lose my train of thought. Work comes first.
Courtesy, politeness, etiquette - perfect. I just can't be front-desk lady, office manager / accountant, technical help desk and what not at the same time. Oh, I nearly forgot: translator.
I call it time management or simply discipline. At times this doesn't work out and I get to focus on my own work in the late afternoon after the phone has finally quieted down and the mailbox stopped saying "Ping!" every other minute. Guess, who is working late hours then.
My clients know that and - if it's really urgent - will give me a call instead. This saves time. ▲ Collapse
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