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Poll: Have you ever contacted end clients directly?
Thread poster: ProZ.com Staff
ProZ.com Staff
Local time: 13:33
SITE STAFF
Jun 14, 2012

This forum topic is for the discussion of the poll question "Have you ever contacted end clients directly?".

This poll was originally submitted by Ennio Delle Piane. View the poll results »



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Mary Worby  Identity Verified
United Kingdom
Local time: 21:33
Member
German to English
+ ...
Yes Jun 14, 2012

But only when asked to do so by the agency. Sometimes it's easier to liaise directly with the end client on terminology, etc. On other occasions, time has been so tight I've been asked to deliver straight to the client.

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Susana González Tuya
Spain
Local time: 22:33
Member (2010)
English to Spanish
+ ...
??? Jun 14, 2012

I think I misunderstood the question...

I though it was meant as in offering your services and work directly with them, but then I guess it would have said direct clients???


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Oliver Lawrence  Identity Verified
Italy
Local time: 22:33
Partial member (2008)
Italian to English
+ ...
Yes Jun 14, 2012

Mary Worby wrote:

But only when asked to do so by the agency. Sometimes it's easier to liaise directly with the end client on terminology, etc.


Indeed. Although the agency probably shouldn't "give up" like this.


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Oliver Lawrence  Identity Verified
Italy
Local time: 22:33
Partial member (2008)
Italian to English
+ ...
I think the question is talking about Jun 14, 2012

by-passing the agency, when an agency is involved. Implicitly, the "end client" is not your immediate client.

Susana González Tuya wrote:

I think I misunderstood the question...

I though it was meant as in offering your services and work directly with them, but then I guess it would have said direct clients???


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Veronica Lupascu  Identity Verified
Netherlands
Local time: 22:33
Dutch to Romanian
+ ...
Yes and no Jun 14, 2012

Depending on my relationship with the end client and depending on the instructions.

Yes: I had a project where the agency PM put me and a representative of the end client in touch, because it was a job that needed to be done partially on an online platform of the end client.

Yes: I have a client that happens to be my former employer as well. While I was working in-house for them, I got to meet their clients personally and have really good and friendly relationships with most of them. Usually my client just informs me that there is a project to be done for his client X and then we communicate directly.

No: If there are no instructions to do so, I would never contact an end-client for any reason. Sometimes this is specified in NDA's or other agreements, but even with no NDA signed, I don't see any logical and fair reason to contact an end client. It doesn't matter what kind of issue you have, the only person to contact is your client. In fact I believe that such actions could be easily considered as unfair competition practices.


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xxxInterlangue
Angola
Local time: 22:33
English to French
+ ...
Ditto Jun 14, 2012

Mary Worby wrote:

But only when asked to do so by the agency. Sometimes it's easier to liaise directly with the end client on terminology, etc. On other occasions, time has been so tight I've been asked to deliver straight to the client.


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Paula Hernández
United Kingdom
Local time: 21:33
English to Spanish
+ ...
Me too Jun 14, 2012

Susana González Tuya wrote:

I think I misunderstood the question...

I though it was meant as in offering your services and work directly with them, but then I guess it would have said direct clients???


That's what I understood too. So I answered yes.


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Pascale Pluton  Identity Verified
Netherlands
Local time: 22:33
Member (2005)
English to French
+ ...
Misunderstood too.... Jun 14, 2012

Paula Hernández wrote:

Susana González Tuya wrote:

I think I misunderstood the question...

I though it was meant as in offering your services and work directly with them, but then I guess it would have said direct clients???


That's what I understood too. So I answered yes.




Besides, I would not contact the end client unless the agency agrees with it.


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Michael Harris  Identity Verified
Germany
Local time: 22:33
Member (2006)
German to English
Same here Jun 14, 2012

Mary Worby wrote:

But only when asked to do so by the agency. Sometimes it's easier to liaise directly with the end client on terminology, etc. On other occasions, time has been so tight I've been asked to deliver straight to the client.


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patriciacharnet  Identity Verified
United Kingdom
Local time: 21:33
English to French
+ ...
No Jun 14, 2012

It's usually the agency who is contacted by the end client. I've got my own clients. I don't mind going through the agency.

The problem arises when the client wishes to contact you directly. That opens a can of worms so I'm happy to transit via the agency.

Everything is clear cut and no messing because your professionalism and reputation is at stake then.

Too dangerous to deal directly with the client I think. Unless there a solid trust with the agency but even though I see it as a dangerous situation in my opinion.


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Teresa Borges
Portugal
Local time: 21:33
Member (2007)
English to Portuguese
+ ...
Once Jun 14, 2012

I was asked by the PM to contact the client directly about a terminology issue...

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Gallagy
Ireland
Local time: 21:33
Member (2010)
French to English
+ ...
always via the agency Jun 14, 2012

On rare occasions a PM will ask for direct contact with end client about terminology, especially where in-house terms are used. Otherwise I would never contact an end client without the agency's agreement and knowledge.

Teresa Borges wrote:

I was asked by the PM to contact the client directly about a terminology issue...


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Christine Andersen  Identity Verified
Denmark
Local time: 22:33
Member (2003)
Danish to English
+ ...
Yes, many times Jun 14, 2012

Oliver Lawrence wrote:

Mary Worby wrote:

But only when asked to do so by the agency. Sometimes it's easier to liaise directly with the end client on terminology, etc.


Indeed. Although the agency probably shouldn't "give up" like this.


I have contacted end clients by agreement with the agency on numerous occasions.

I don't regard it as 'giving up'. Often it has cleared up the issue fast, because when I could talk to the right person on the phone, we could give each other extra details and check the finer points. Unless the question is very simple, going back and forth by mail through a PM would simply cloud the issue and waste everybody's time.

On other occasions I have talked to the client in answer to a query or 'complaint', when the translation was not as expected, especially when we are sure it is not an error!

Again, it is often far easier to explain on the phone, although it is a usually a good idea to send a mail afterwards with a summary of the results set out in logical order. The personal touch should ensure that the client does not lose face. If we can tell them something they did not know and showcase our expertise, then they don't rush off to another agency next time!

Doing it the right way reassures the client, and good communications are what translation is all about after all!


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Marlene Blanshay  Identity Verified
Canada
Local time: 16:33
Member (2009)
French to English
+ ...
not so far Jun 14, 2012

I would only do so if given the ok by the client, but it hasn't come up as an issue. I usually ask the agency if there are any questions for the client and that works. THere hasn't really been the need to contact a client directly.
The only time I did that was because of a scammer. I tried to contact an end client to see if I could get some kind of payment...another victim of this scammer told me she'd done so and had gotten partial payment because they didn't know she was a scammer. However, in my case, they never returned my emails and I had to write it off as a bad payer.


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