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Client’s Feedback on Price Quotes: The Right Fit

Tuesday, September 25th, 2012

We receive many requests for a price quote on any given day, which of course require a good deal of effort on both the prospective client’s end, from the account managers, as well as from the back-office.  The three parties involved have one thing in common: we are all collaborating together in order to produce a translation/interpretation project that is the right fit – in terms of price, quality, and time – for the client.  Since the price quote is only the first step, it’s important that it be done correctly. It is equally important for step two, client’s feedback, to be received and taken into account.

The main take-away idea of this post, which I cannot stress enough, is for the account manager and the client to actively participate after the price quote has been sent.  This implies following-up and giving feedback on the price quote, as price and time are major aspects that we are able to modify. As an account manager, many times I have quoted an interesting project believing that a client’s main concern was turn-around time, when in fact it was price (the same case applies vice-versa).  Of course, the client – who probably thought that the price quote was set in stone – decided to go with another company, without ever having given any feedback.  When we receive feedback, it helps us to tailor the project to your needs, whether that means modifying the price, the turn-around time, or any other aspects.

I’m convinced that we can deliver the right product at the right price; but I am not convinced that price quotes are always 100% spot-on the first-time around.  That requires work, and it requires feedback.  When the client wants or expects something else, I urge them to let us know this before moving on.  That way, we can see what modifications can be done, so that as mentioned earlier, we all collaborate on a project that is the right fit.


How to Benefit from Client Feedback

Thursday, April 26th, 2012

One of the most common expressions, at least where I come from in The United States, is that “Ignorance is Bliss”.

As I sometimes do agree this way of thinking may be beneficial when attempting to find my “spiritual center” in my personal life, I absolutely do NOT agree this particular mindset belongs in a professional work atmosphere especially from a sales perspective.

Below are 3 different classes of feedback for when a sales representative or account manager may come across the opportunity to receive and benefit from both positive and negative feedback from clientele.

  1. Initial Feedback – During the first interaction, whether it is via email, fax, phone or in person, the client will start providing feedback both directly and indirectly. It is extremely important that you, working as the service provider, take notice of this initial information as it will set the standard for the rest of the business relationship. Examples of this type of feedback include identifying project driver, preferred correspondence channels, working time zones, overall business attitude and more.
  2. Ongoing Feedback – As you establish a continuous network, the relationship with your client base will evolve and go through its ups-and-downs. Do not be afraid as this process, particularly in the sales world, is in fact normal. The sooner you accept this theory and constructive criticism as it comes, you then need adjust accordingly which will in turn increase the quality of life for all parties involved.
  3. Post Delivery Feedback – In my opinion, all categories of evaluation are to be taken seriously and acted upon in some way. If you are lucky enough to pass through the entire sales process and receive a response after the first delivery then you are lucky my friend because you now have the chance to sell again and again and again.



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