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Poll: Do you contact your customers after delivery to see whether they are satisfied with the job?
Thread poster: ProZ.com Staff
ProZ.com Staff
Local time: 12:17
SITE STAFF
Jul 5, 2006

This forum topic is for the discussion of the poll question "Do you contact your customers after delivery to see whether they are satisfied with the job?".

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A forum topic will appear each time a new poll is run. For more information, see: http://proz.com/topic/33629


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Lawyer-Linguist  Identity Verified
Portugal
Local time: 20:17
Dutch to English
+ ...
Repeat Business Jul 5, 2006

I simply add a standard paragraph to each delivery e-mail to ensure clients I am available should they have any queries/feedback and leave it at that.

I think agencies and PM's are generally too overworked to be dealing with those type of requests afterwards - possibly a follow-up call or e-mail after a first job - or for a direct client - but I think in translation (as in many other industries) client satisfaction is gauged mostly by repeat business. If that stops from a regular client, it's time to be pro-active and find out why.

Obviously if there are issues in the source text and it's necessary to point them out, there may be a need for follow-up/feedback but that's not the same as finding out whether clients are generally satisfied with your work. Asking that on a continuous basis does suggest insecurity IMO.

I mean how often does your doctor phone afterwards to find out whether you were happy with his/her diagnosis?

My view, anyhow
D

[Edited at 2006-07-05 20:02]


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Nesrin  Identity Verified
United Kingdom
Local time: 20:17
English to Arabic
+ ...
Always?? Jul 5, 2006

I'd be interested to hear from the 10% (so far) who replied "always". Doesn't that betray an insecurity with regard to the quality of your work?

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Language Aide Pvt. Ltd. - Translation & Interpreting Agency
India
Local time: 00:47
English to Hindi
+ ...
Do we really need? Jul 5, 2006

The clients/customers do contact us if there is any modification/addition they require in the translated documents.

If they do not contact us again for any particular job done, we consider that the work was done upto their satisfaction level in 99.99% cases.

Rarely are the chances when client DO NOT contact the translators/translator agencies if s/he finds the translation to be not up-to-his/her-mark.

Do we still need to contact our customers after delivery to see whether they are satisfied with the job?"

Vivek


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Elías Sauza  Identity Verified
Mexico
Local time: 14:17
Member (2002)
English to Spanish
+ ...
Agree with Nesrin Jul 5, 2006

No need when you are 100% sure about the quality of your work.

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M. Anna Kańduła  Identity Verified
United Kingdom
Local time: 20:17
English to Polish
Never Jul 5, 2006

Deborah do Carmo wrote:

I simply add a standard paragraph to each delivery e-mail to ensure clients I am available should they have any queries/feedback and leave it at that.

That's what I do too.

Anni


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Parrot  Identity Verified
Spain
Local time: 21:17
Member (2002)
Spanish to English
+ ...
Only in case of doubt Jul 5, 2006

to warn about ambiguous readings, give an option for each reading, etc.. Not all originals are perfect, and I've had clients who adjusted them to the translation, so as to be clearer.

[Edited at 2006-07-05 15:38]


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xxxCSsys
Hungary
Local time: 21:17
English to Hungarian
+ ...
¤¤¤¤agree with Deborah¤¤¤¤ Jul 5, 2006

fully agree with Deborah's point of view

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David Brown  Identity Verified
Spain
Local time: 21:17
Spanish to English
Always Jul 5, 2006

Nesrin wrote:

I'd be interested to hear from the 10% (so far) who replied "always". Doesn't that betray an insecurity with regard to the quality of your work?


It does not cost anything to ask your clients this question. Of course being paid and receiving more work is seen as an indication of satisfaction with the job, but.......when I send the invoice for the work done, I always include in the e-mail text "I assume you are satisfied with the translated document. Attached is the invoice for ..........."


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Caryl Swift  Identity Verified
Poland
Local time: 21:17
Polish to English
+ ...
Always Jul 5, 2006

I also add the 'if you have any queries' paragraph to the covering letter. And I also always contact them - but I NEVER ask if they're satified (I work on the assumption that they'd be quick enough to let me know if they weren't - and I certainly don't want to go suggesting to them that they might not be!).

I simply make a follow-up call to check that the work has arrived safely (in whatever form it was sent) - it takes a few seconds, shows concern on my part; it allows a moment of personal contact, puts a voice to the correspondence (and reminds them that they might like to use that voice for interpreting/voice over work etc.!).

That's all. So, which poll option should I have chosen?


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xxxIreneN
United States
Local time: 14:17
English to Russian
+ ...
My "some jobs" Jul 5, 2006

In my case "customers" mean either agency editors or agency owners/managers who are my personal friends. Oh, no, they are tough professionals and no friendship would save me in the event of a screwup or help to get the job I should not be doing in the first place (like I ask for those:-)) So once in a fairly rare while I would bug them in a phone conversation - in case of an especially challenging job that took a lot of me and I just want to be petted for it:-) or if a job was a shot for a new client. Every time I know it's not necessary:-):

1. "You know that if it was bad you would have heard about it by now":-)
2. They never fail to convey an especially pleasant feedback to me.

Resume - if not for personal chats when I can't refrain myself from squeezing in that question and hear something nice:-) I agree - in case of more distant relationship I would vote Never.

Next job or the lack of it says it all.


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Ali Beikian  Identity Verified
Iran
Local time: 22:47
English to Farsi (Persian)
+ ...
Never Jul 5, 2006

I just add this paragraph to each delivery mail:

Kindly let me know should you have any queries.


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Jennifer Gal  Identity Verified
Hungary
Local time: 21:17
Hungarian to English
+ ...
Why I picked 'always' Jul 5, 2006

I also voted "always", but what I really meant is that I always write or call to confirm that they received the translation, and to let them know I am available if they have additional needs/requests regarding the project.

When I directly ask for feedback, I wouldn't say it's motivated by insecurity. Rather, it's because I find client feedback useful to improving my work. The feedback I have received from clients - solicited or unsolicited - is often regarding something that had truly not occurred to me.

For instance, in a recent project I translated all the acronyms, and the client's voluntary feedback indicated they were very pleased about the research I had done in that regard. Soon thereafter, I did a similar translation for a similar client. So, I translated those acronyms as well. Then, when I asked for feedback on the translation, they indicated that I should have left the acronyms alone. Had I not asked, I would never have known - and they would have had a lingering dissatisfaction about that without telling me. This way, I was able to explain my rationale, which the client understood. Of course, in the future, I'll always ask about this instead of assuming.

In short, I think the feedback request provides a comfortable venue for the client to express even minor concerns (like the one above), and is an additional opportunity for me to improve my approach and/or work.

Jennifer Gal
Hu/Fre/En


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xxxBrandis
Local time: 21:17
English to German
+ ...
in case of end clients it is important... Jul 5, 2006

Hi!
Because are not linguists and stand there either doubting you or keep looking at you in an amazed manner, because for them sometimes it is inconceivable that a small translation could cost so much. So it is necessary to put that man at ease and be prepared for what may come after that. This kind of approach here is essential I find. For a Pm of a translation agency, job done is done, some of these are also equally human, and keep telling you about their cats and dogs or else, nothing wrong there either, they are probably just checking your reflexes about certain things. Their fight is to secure their jobs. So some interaction is necessary but overdoing wouldn´t help. Best Brandis


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Astrid Elke Witte  Identity Verified
Germany
Local time: 21:17
Member (2002)
German to English
+ ...
I can't ask for feedback from busy end clients Jul 5, 2006

I get repeat business from end clients, but I can't ask for feedback on a translation, because lawyers are extremely busy people and they would consider it a nuisance. I therefore usually write my invoice as soon as I get the automatic acknowledgement that the translation has arrived. Sometimes I get a personal acknowledgement as well, and sometimes I don't; it depends on how busy they are.

Astrid


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