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| [two towers wtih bridge*] |
As a freelance translator for some 20 years now, I have succeeded in
retaining numerous customers over the years as well as losing a few. I began knowing
almost nothing how to run a small business, even in basic matters such as
pricing. Over the years, through the heuristic process, an elegant word for
trial and error, I have acquired a solid if not complete picture of how to
differentiate myself from others. Since I am also a purchaser of services, I
now pay attention to those traits that distinguish the better providers. I seek
providers that ask questions, strive for perfection, price their service with
self-respect, are honest about time and quality and treat me as important.
Asking – Translators, even those with the narrowest of the niches, cannot know
everything. Furthermore, customers do not pay us to be 90% sure. Thus,
translation by definition involves questioning and confirming our knowledge if
there is the slightest doubt. When I hire any service, such as moving or
packing, I prefer those providers that ask me questions to confirm details in
order to eliminate any confusion or errors. I do not view this “doubt” as
weakness but as a marker of professionalism.
Search for perfection – As a specialist, it is natural to fuss over small
details that no customer would notice. Translators can spend an hour considering which word is the best choice knowing full well that this
insistence is for their conscience, not the customer’s satisfaction in most cases.
Most service providers can reach a satisfactory level of achievement. However, only
those that insist on considering all potential issues are outstanding. In
short, I seek service providers that strive for the best even at the cost of
extra time instead of merely good enough.
Price – The connection between work and money is rather direct. When I
perceive myself as being well paid, I am more motivated to go the extra mile
when I know that the customer is properly compensating me. While low price does
not necessarily mean low quality, high price is far more effective in aligning the quality expectations of the service buyer and provider. If quality is important
and the budget is sufficient, I feel more confident confiding the task to a
freelancer with a higher bid.
Time/price relationship – High quality results take time. If necessary, it is
possible to produce a satisfactory translation in a rush most of the time (but
not always). However, producing a seamless translation, one that does not
sound like a translation, requires rigorous QA and time between drafts in order
to clear the mind and see the actual copy. Likewise, in most tasks, hurrying
leads to sloppiness and errors. It is often unfair to ask someone to be fast
and accurate. As customers, we need to recognize this fact (as inconvenient as
it may be) and decide which is more important. If we require a top-notch job,
the service provider must demand and receive sufficient time.
Personal treatment – I work with numerous translation buyers. My customers know
it but they still wish to be treated as my most important client regardless
of the actual invoice amount. I view these relationships as long-term with my
emphasis being increasing the number of steady customers, ones that I do not
need to sell myself. While the current project may be small, I do not know when
a large project from the same customer may arrive in my inbox. Thus, I communicate
with all customers in the same way. Likewise, most service jobs I hire are
rather small by nature but I still insist on being treated as important. My value
is not the amount of my current order but instead potentially much higher in the future whether through my orders
or through the recommendations I give. I desire respect and choose service
providers that respect me.
Running a service business has honed my sense of identifying appropriate
service providers. I seek those that ask questions, strive for perfection,
respect themselves in their price, are realistic about time and make me feel
like a valuable customer. That is what I attempt to do with my own customers
and expect from those providers whose services I hire.
* Picture captions help the blind fully access the Internet.
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