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Archive for May, 2012

What is a mistake

Tuesday, May 29th, 2012

A mistake is an error or a blunder not necessarily made because someone is stupid. Mistakes happen and the smartest people on earth make mistake as well. It’s more important to identify a mistake and fix it.

Fix Mistakes

If mistakes occur, fix them. In a dream world, no mistakes would occur, but in reality, you may have to deal with them. If you do make a mistake.fix it!
Do it quickly and with a smile and an apology. Whether a project is delayed or there are quality issues. Fix it!

Your client will understand the mistake. If you fix the problem quickly and painlessly, the customer will remember the lengths you went to for his business.

There will be times when you cannot fix a problem, like say missing a crucial deadline. What do you do then? Well, offer a discount on the next project or do what you can to salvage the relationship. If this is your first mistake, I am sure the client will understand and continue working with you.

If you fix your problems promptly or make a genuine effort at the least, your customers will return again and again.
Staying organized and communicating clearly with production clearly will avoid a lot of
mistakes.

Preventative maintenance is the best road to take, but occasionally you may find a bump in the road. If so, repair it and continue to move forward to gain customer loyalty.

Help Customers Fix Mistakes.

Well let’s not be hard on ourselves. Customers make mistakes too. If your client makes a mistake, help them fix it.

Clients might give you the wrong information, wrong language pair, dialect, deadline, key layout details, etc. No matter what the customer causes, help him fix it as painlessly as possible. This is where your people skills will come in.

Explain what you think without pointing the client’s mistakes. Don’t make the customer feel bad or act like it’s “not your problem.”

Your client’s problem is always your problem.

This is your opportunity to solidify an existing relationship. Suggest how you can fix the problem, the cost that they will incur, the turnaround time that this will require and the production details.

You can always charge accordingly, but remember you do want to keep him as a client.

REMEMBER, A CUSTOMER IS ALWAYS RIGHT!

 


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Differences in Normal and Rush turnaround time for translation projects

Wednesday, May 23rd, 2012

It is very common in my job, that I receive a request to have some documents translated as soon as possible. In addition to the translation request, many times the client also requests 2 different turnaround times; a normal one and one based on a Rush basis. What do we as a Translation Agency have to do to meet the client´s request and how might this affect the quality of the translation?

In order to understand how the Translation Industry works, here are some important numbers to give you a good idea of what translators, editors and proofreaders can achieve per business day; a translator can translate on average about 2,500 words in one business day. An editor can edit (compare the translated text with the source text) around 5,000 words and a proofreader can do a final proofing of a translated document of around 10,000 words in 1 business day.

The translation process here at Trusted Translations, http://www.trustedtranslations.com/ is made up of our 3-step translation process: translation, editing and proofreading. This is used for a normal turnaround time, as well as to ensure the highest quality translation. In some cases, when we have clients who require to have their document translated faster than the normal turnaround time, we call this translation project a Rush translation project. What happens here is that more translators and editors need to be  involved, in order to be able to process a higher word volume in a shorter time period. The risk in this process is inconsistency,as the more translators and/or editors involved in one single project, the higher the chances of inconsistent use of terminology / style, since each one of them has their own personal sytle.

What did we learn regarding the big difference between normal and rush turnaround? The quality of a translation can be secured when offering a normal turnaround time, whereas when we need to shorten the turnaround in order to meet the client´s deadline, the quality of the translation will suffer. Please always make that very clear to your client, when he or she requests a rush turnaround.

 

 

 

 

 

 

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Persistence is my middle name

Monday, May 7th, 2012

Thomas Edison once said: “Many of life’s failures are people who did not realize how close they were to success when they gave up.”

Today, people lack persistence and motivation. They often give up too easily. So how do we learn to persevere? How do we find persistence and harness its power? How do we find the motivation to stay the course against all odds? Do you know what motivates you?

Persistence is the ability to hold on, hanging on when you just don’t think you have the strength for one moment longer. Distract yourself from giving up and quitting. Have a clear understanding of your goals, your dreams and have confidence in your abilities.

One of my mentors had once commented, “There are no problems, just challenges”.

So I say to you, challenge yourself. And grow as a person and as a true professional.

A true humbling experience in sales is working in retail. It is a long tedious process and the end results are not necessarily rewarding. You work late, you work weekends, and you stack and stack shelves. But it does have its merits; you meet a broad spectrum of clients. They challenge you mentally, grill you and make you think outside the box. You cannot earn this sitting in a cubicle.

This is where I had to reach down deep inside and find the self-discipline and courage needed to solve a problem.

This is exactly what we do here at Trusted Translations, Inc. We keep digging till we find the perfect solution for our clients.

The ability to solve problems is what separates us from our competitors. We perceive the problem as a challenge and focus on solutions.

That is what persistence is – sticking it out – not giving up – trying consistently, till we get it right.

Keep trying just ONE MORE TIME!!!

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“Tips of how to Anticipate your Clients’ Needs”

Wednesday, May 2nd, 2012

Clients generally contact Translation Agencies when they need a document translated as soon as possible for a business meeting or transaction. In other words, the nature of the Translation business is very re-active, as to being pro-active. I will give you a few tips of how you can change that situation as an Account Manager and on top of that improve your client´s relationship and Customer Service’s Quality.

First of all, it is very important to stay in regular contact with you clients through e-mails, telephone, Messenger or even Skype. The more contact you actually have, the more you will learn about their needs. A good way of planning out the times you contact your clients is marking them down in a calendar or memos. Once you have a well thought out system by knowing when you should be contacting your clients, it is only a matter of following up on your game plan and being consistent about it. You will see that over the long-term it will pay off and will improve the relationship with your client.

In order to forecast your client´s translation needs as accurate as possible, go check your CRM (customer relationship management) System, which is a Sales Software Program which includes all of these features such as: sales-force automation, marketing campaigns, customer support, collaboration, Mobile CRM, Social CRM and reporting. All you need to do is go into the client´s Sales performance of the past year, to see if there is any sort of Sales pattern. Once you know the History of your client´s Sales numbers, you will be able to make the appropriate Sales decisions.

Another tool is to use and e-mail Campaign offering a certain discount or send a monthly Newsletter with updates and interesting information of your Services. You may send this to your most loyal and recurrent clients or also to your long lost clients, who haven´t bought from you in a long time. Results range from 1 – 5% of your clients responding to the e-mail Campaign and this is also good additional tool to find out about your client´s translation needs.

 

 

 

 

 

 

 

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