If you’re angry or upset, it’s highly unlikely that you’ll handle this dispute in the right way.
Here Are Some Other Dispute Resolution Tips That May Help You during the Course of Your Career –
When you first receive initial contact from your dissatisfied or angry client, the best thing to do initially is absolutely nothing. That’s right! If you’re angry or upset, it’s highly unlikely that you’ll handle this dispute in the right way. You must wait until such time as you’ve had a chance to cool off, and you’ve been able to study the complaint and determine if it is indeed justified. Now it’s time to compose your response, but don’t send it just yet. Let it sit for an hour or so, then reread it from your client’s perspective. Have you acknowledged your client’s complaint? Have you apologised for the inconvenience caused? In your response, have you included your thoughts on how this matter can be resolved? If you were the unhappy translation client, would this letter restore your faith in the translator, and is your compensation suggestion sufficient?
When it comes to quality issues, always ask your client for specific examples. Sometimes it’s impossible to know what the client is complaining about. Maybe they feel that the terminology wasn’t appropriate for their audience, or the tone wasn’t what they were looking for, and so on. Ask your client for specific examples of the issues your client is referring to, or an edited version of your translation.
Don’t be tempted to write a lengthy explanation (or excuse) in response to your client’s complaint. Your response should be concise and respectful; admitting to what has occurred. Perhaps you need to apologise for not fully complying with their style sheet. Maybe you’ll say that you agree with the changes that the client made to your document, and you wish to offer your assurance that you will be more meticulous in the future. Whatever words you use, keep in mind that this is your translation business and there’s a lot at stake, so you must always be professional, honest, and respectful. Save your ranting and raving for your trusted colleagues and friends!
Don’t wait until after the fact to complain about your client’s requirements. Let’s say your client fully expected you to comply with an arduous QA process, in your own time, for a simple 1000-word project. Alternatively, they may send you a 10-page style guide for a short translation project. Whatever the issue, the time to lodge your objection is prior to commencing the project – not after-the-fact!
Don’t take client complaints personally. Obviously this is an easy statement to make, and it’s a very difficult emotional thing to do. But, this is a business issue so you need to remain professional and businesslike. Stay polite and stay calm, and above all try to see things from your client’s perspective. Some business relationships start out awkwardly (or negatively) due to a lack of communication between the parties concerned, but once these issues have been sorted out these relationships can often turn into very productive and financially rewarding relationships.
Once the client’s complaint has been resolved to their satisfaction it’s time to take a step back and determine whether you believe this client is a good fit for you. Perhaps you feel that this client’s complaint reflects what you previously felt - that their work style and yours are not in sync. If that’s the way you feel, then that’s perfectly okay. There’s so much translation work available out there for you, and perhaps this client would be better suited looking for someone else. Alternatively, you may believe that this was just a small hiccup and you believe you can work well with this client into the future.
