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Lesson 10: Service quality for translators: working with SMEs

Posted by Marta Stelmaszak on Oct 19, 2011 in Business School for Translators

Meet John. John runs a successful local vintage clothes store and he wants to invest in his business. One of the steps John wants to take is to translate his online store and precious product descriptions into several languages. John doesn’t want to give this job to an agency, that’s why he tries to find reliable freelancers to work with. As a pro-active and business-minded person, John came up with a list of service quality points he expects translators to meet.

1. Time

Dear translator, I know that you are a busy person, but you can’t really expect me to wait a week or two for 1,000 words. I’m not asking you to work all evening, you can simply tell me you are not able to take this project on. We’re all in business and TIME is the only thing we can’t buy. Be prompt and timely, as my company needs to act fast.

2. Completeness

If I do clothes, I do clothes, I don’t know anything about languages and I don’t have time to sort out some linguistic problems. You are the expert here, so use your expertise and make decisions to deliver a complete service. I’m not asking my clients what sort of strings I should use in their dress.

3. Courtesy

Just be nice! Our B2B relations need both of us to be kind and courteous. Don’t just get angry or irritated, don’t treat me like an idiot just because I sell clothes and you’ve translated a thesis on quantum physics.

4. Consistency

My business would die if I my dresses had an on-and-off relationship with quality. I am expecting you to be always good, no excuses.

5. Accessibility and convenience

I need you to be available: online, on skype, via e-mail, over the phone. You can’t just lock yourself in your office and stop replying to my e-mails. I have to know what’s going on with my texts and if everything’s ok.

6. Accuracy

I care about my business and everything has to be just perfect. I can’t read Spanish, French or German, that’s why I expect you to be accurate and faultless.

Could you do business with John? Do you have these steps incorporated in your freelance business strategy?

Marta Stelmaszak

Google+ Polish - English translator and interpreter specialising in IT, media, marketing, and business. Marta also translates from French, Norwegian, and Slovakian into her native Polish. She runs Business School for Translators, a blog full of invaluable tips on doing business in translation.