Translation and Client Feedback

 

Translation and Client Feedback

It’s important that you know how to handle client feedback correctly.

So, you’ve completed the translation and submitted it to your client, but what happens when the client requests alterations to the translation? Well, this is called client feedback, and it’s important that you know how to handle client feedback correctly. 

How to Interpret Client Feedback

Just like in other situations in life, just because someone requests alterations or changes (to anything; but in this case it’s your translation), it’s important that you don’t take this as a personal criticism. This is where communication between client and translator is very important: in fact, communication is the most important aspect of good translator–client relationships. It’s very important that you handle the issue of client feedback in a professional manner. 

Of course it’s only human nature that a translator’s pride might be affected by a request for changes to a translation; as if the translation was actually their creation and they are affronted by any request for alterations. Be careful to keep your perspective when any changes are requested by a client: how you handle this next stage of the service you’re providing your client could well determine whether you receive any future translation work from this client. Don’t be offended – just listen in a respectful manner to what the client is requesting. 

Receiving Client Feedback

If your client advises that they intend sending feedback on the work you’ve completed, and if it’s a client with experience in working with translators, then you can suggest how you would like the alterations sent to you. By this we mean that you should request that the alterations be as clear and detailed as possible. Obviously, at this point you will not be aware of what the alterations might be, so you deserve to receive a detailed description of what changes are being requested, and how they should be changed. For example, one option is to use the Track Changes tool in Word’s Review menu; alternatively in a .doc document the client might make comments using the Insert >Comment tool. 

It’s only human nature that a translator’s pride might be affected by a request for changes to a translation.

Incorporating Client Feedback

When you receive the file from your client with their comments, don’t work on that version: use this file as a reference. Look on your hard drive for the version you submitted to the client – create another copy and divide the screen so you can compare the file with the comments to the one you sent to the client. If you had worked with a Computer Assisted Translation tool and you have a Translation Memory, then use the bilingual version, make the alterations to your document and then into the translation memory, then save the new version of what you’ve completed so far – this is what was requested and approved by the client. You then clean the file and forward it to your client. 

What Should You Do If You Disagree with Your Client’s Alterations?

Well, that’s easy! The client is always right, and that’s just the rule! If you have a case whereby you’re faced with suggestions or comments that you know are incorrect for your translation, then this is where good communication comes in. You must contact your client and discuss these matters. And, remember to include in written form a detailed explanation of the reasons why you personally don’t recommend including these changes. If the client is still insistent that they prefer to have this or that term or expression used, even when you believe it’s incorrect, then of course you must follow your client’s instructions and incorporate the word or term. However, when submitting your final delivery you should also include your own personal comments reminding your client that that particular word or term is no longer your responsibility. 

You must always remember that, when a client initially comes to a translator, or translation agency, they are looking for your assistance or advice; but unfortunately there are many cases where clients look to a third party (usually a relative who is bilingual or speaks a little of both languages) for additional advice, and this third party might suggest ridiculous alterations that you personally would never recommend. 

There’s Always Something to Learn

On the other hand, if the changes are stylistic corrections, it’s you who ends up learning: meaning that you learn a little more about your client, their preferences and their tastes. Now you have a competitive advantage, and you’ve set yourself apart from your competition. 

It’s All About Good Communication

Remember that with translators and translation clients, just like any other relationship, communication is key, and when you have good communication with your client, there’s nothing that can’t be worked out. And of course, every communication you have with your client improves and strengthens your relationship.