Importance Of Reputation In The Translations
Industry
In this article I am considering reputation in the
translations industry. These aspects are often intrinsically
linked with customer services. But customer service is only a
part of what makes a reputation.
I would argue that your personal reputation is one of the most
valuable things that we will own regardless of where we are of
what we do. It is something that is with you always, affects
parts of your daily life and is very difficult to change.
Unfortunately nothing sticks to a reputation quicker or longer
then mud (negative’s). So it is important to avoid such
potential instance as much as possible and if possible quash
any such occurrences irrevocably.
A) Reputation of a Translation Agency with its Clients – Like
all businesses, without your clients you don’t have a business.
A translation agency must ensure it creates a good reputation
with its clients. This can be achieved by:
1) Quality of Translation – Using only qualified and
experienced translators working into their mother-tongue.
Proofreading of the translation. Testing translators and
auditing of their translation work. Sticking with the tried and
tested translation professionals
One way quality is sometimes lost is through subcontracting.
The translation agency has lost control of the translation and
is therefore not in control of the quality.
2) Quality of Service – Quick response and general customer
care.
3) Management of the Clients Expectations – A translation
professional cannot always expect someone who is not working in
the industry to understand what is required. This particularly
applies to deadlines.
In such cases it is better to offer options with the
translation quotation rather then promises that you cannot
keep. For instance: The options might be ‘later delivery v no
proofreading’
The general rule has to be that you only commit to what you can
achieve.
B) Reputation of a Translation Agency with Freelance
Translators – Most agencies use a mixture of both employed and
freelance translators. The freelancer only assists as and when
required against won projects. A good freelance translator is
pretty much like a good translation agency: ‘They provide good
quality of work and they work to mutually agreed
deadlines’.
Having freelancers that you can rely on is part of being a good
translation company and an integral part therefore of keeping
the reputation of the agency with its clients.
You can most easily manage your translations agencies
reputation with freelancers by:
1) Prompt Payment – It seems that the translation industry is a
minefield full of late paying translation agencies that need
chasing repeatedly. Its completely bizarre to me as this takes
additional resources of the agency to manage the late payments.
After all, if payments of £25 make a difference to your
business, you may wish to address this matter through other
means.
Paying your translator early or on time can therefore standout.
They will feel good about the agency and be more willing to go
that extra mile in quality and working hours to look after the
translation agencies interests.
2) Agreement before commencement – It is best that as many
variables as possible are agreed in writing before the project
commences. Ensure that in writing the translators has been
informed of: i) Language Combination and Direction ii) Types of
translation – Is it medical for instance iii) Type of source
document e.g. PDF iv) Format the translation is to be returned
in. e.g. MS Word v) Translation Deadline vi) Fee or rate to be
applied vii) Wordcount. (In some cases it is possible and
necessary to send a copy of the translation in advance to the
translators. But this is often restricted as prior to having a
full agreement with the translator this could be deemed a
breach of your clients confidentiality).
At this point the translation agency should require feedback
from the translator. A written confirmation that they are
capable of fulfilling the requirements set-out.
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