The recession has not only brought about an economic gloom, it has also brought a stagnation in the exchange of business and interaction among the client and service providers. Most businesses are losing a lot of clients, and the translation agencies
are no exception to it. In this period of financial instability and loss of business, it has become very necessary to hold on to the existing clients, as well as create a good reputation and good will in the market to net in more customers. To create a good reputation it is very necessary to keep your existing customers happy, as most of the time, the reputation of a company is spread by word of the mouth. Any business exists just because of its customers. It is therefore of prime importance that any agency keeps its customers satisfied and make them return to them time and again.
To make a customer happy we have to extend not only a good service, but also address all the major concerns of the client. The question, which arises, is how do we define good services. In translation industry
we always tend to translate our client’s documents to the last word, with correct spellings, right words, perfect grammar usage, and so on. After all that is said has been done, we think that we have done a good job, and are extending exemplary services to our clients. What we however fail to see is that we aren’t doing anything special. We are just doing what is expected of us. The customer is overjoyed, when he gets something more than what he has expected, and something more than what he actually is paying for. How do we do that? Well here are some ideas to take your business miles ahead.
First of all communicate well. Communication is the key to understanding the customer expectation, and what his needs exactly are. After you have gauged his expectations completely, make sure that you fully satisfy them. Next address his specific needs, and try to take a step further in that particular need. For instance, if you are translating
a document to French, which your client wishes to submit to a French connoisseur of literature, then a few relevant words quoted from Paul Arene would probably add to the virtue of the document.
Next be Confident. Anybody would like to get services from clear headed people. Would you outsource your work to people who are not sure of what they are doing? Even if you have a set of fresher in your office, just let your client feel that everything will be taken care of with utmost diligence.
The next mantra to effective client handling is to know that the customer is always right. So listen to the client and remember what he says is the ultimate truth of the universe while you are working for him.
When you do the above things, you are already following the next idea. That is you are building Customer Confidence. Your ability to deliver more than what was expected, added with the conviction with which you communicate will re-instate customer faith and confidence that his job is in safe and capable hands. When you have one happy client, you are on the pathway to good reputation, and reputation is what brings you more clients.
So get set to take good care of you clients and have your business growing!