Tag: Client relationship

You Made a Mistake, What Do You Do?

You need to act immediately to salvage your client relationship and your good name. I have made mistakes. And when I ran a T&I agency, I received complaints about subcontractors. In both cases, here is what I learned  about resolving issues fairly.

Start by knowing the impact to your client.  A mistranslation in an evidentiary document may make that evidence inadmissible.  Delaying a deposition by arriving late costs both sides money and time. Interpretation errors change testimony and can alter the outcome of the case.

Be the first one to tell your agency scheduler or your direct client, if you think you have made a mistake. Be honest about the mistake. Avoid downplaying it or shifting the blame to anyone else. Offer to help resolve it. There is a possibility they will dismiss it as insignificant.

Neutralize your mistakes before they affect anyone else.

Translation errors.  Don’t just offer, go ahead and send the corrected document with a notice of revision along with your apology for the mistake. Do not charge for the correction.

Interpretation errors. These are corrected at the time they are made. In a deposition the interpreter should correct their English target language errors on the record, speaking in the third person. “The interpreter respectfully requests to change the interpretation from X to Y.” If asked for the source term, say it and spell it. I’ve never had an objection to this request; lawyers are more understanding of the honest approach to mistakes.

Mistakes in Business Conduct. The most common are being late and invoicing errors. These are quickly forgiven and forgotten if you admit and apologize. If you cost the client time or money- discount your fee. Call if you think you are going to be late, and apologize if you are late. Tell the agency you arrived late before you invoice them.

If you think you can get away with a lie; you won’t. I’ve heard some doozies.  A client called from a deposition saying the interpreter I had subcontracted hadn’t shown up. I confirmed the time and location with the client. I took a break from my job to call her but had to leave a message. The client called that she finally arrived (45 minutes late) and that she told them she had the wrong address. I discounted my fee to the client, apologized and he still hires me. Without returned my calls the interpreter invoiced me her full rate.  When I finally reached her, she claimed a train crossing the freeway made her late. I checked her route and saw trains don’t cross that freeway. She was busted lying to both of us. I never hired her again, refused to recommend her and I heard similar reports abut her from other attorneys. Her lying is an indelible stain.

Act quickly, honestly and be humble about your error. Even with high standards, we all make mistakes in this field. Then move forward to an even more successful career.

You made a mistake. What Happens Now?


You know that uneasy feeling that you may have made a mistake in your interpreting or legal translation ? You aren’t sure if anyone caught your mistake since you haven’t received a complaint…yet.  Maybe while you were interpreting in a deposition, an attorney objected and then asked to have a question and answer and your interpretation read back. Maybe it was an unfamiliar phrase repeated throughout a translation and every time you saw it, something bothered you about the term you were using. But you made the deadline and it is already in the hands of the client. In both cases, the more you think about it, the more you feel that you made a mistake. At this point, your conscious won’t leave you alone.

That sense is a good thing. It means you care about your work product.

When a mistake is discovered, here’s what’s probably going to happen on the client’s end.

If you were working for an agency, they will hear the complaint from their client.  A professional agency should give you a chance to tell your side, so they will contact you and ask you about the job. Some will tell you exactly what the client complained about. If you work with the agency to help them rectify the problem, then you help them keep their client. If they keep that client, you have a better chance of staying on with the agency. If they have to resolve the problem without your help, you could easily lose them as a client. Often the agency will need to discount or not charge their fee to keep the client.

Fact: The agency can replace you with another freelancer much easier than they can replace a paying client.

Fact: Legal translation offered as evidence can be objected to in court if errors are found. The client they may send back the translation and ask for a correction. If you are at fault, don’t charge them.

Fact: Most interpreters don’t realize the repercussions to the client of misinterpreted testimony.

Fact: Many Court Interpreter Regulatory bodies have grievance protocols that can result in certification suspension or termination.

Interpreters may not hear complaints about mistakes they make at all.  Lawyers are super busy and don’t like the task of questioning people about errors.  But they do  tell other lawyers about bad experiences with interpreters, which snowballs, and your reputation is shot. You will begin to notice that specific client doesn’t schedule you anymore. Then your overall work load drops off.

If your mistake affected their witness’s case, the firm has to act quickly and according to the rules of civil or criminal procedure. They may hire another interpreter to review the transcript and give an expert opinion on any errors. You won’t find out unless you are called to testify if a motion is made to throw out the transcript or statements in question.

Mistakes are made in your work or in your business performance too.

Being late and delaying a deposition costs both parties in time and money. Not making a deadline on a translation can set back the client’s production schedule. This is why clients react so strongly to mistakes we make.

Don’t spend time agonizing over a mistake. Instead take action to correct it and be honest  and fair with the client.

When you work to resolve it, you will learn how to never make that mistake again.

Let’s go down Resolution Road together. Look for two more posts: what you can do to resolve a mistake and what to do when the client wrongly claims that you made a mistake.

Skip These Seven Hassles for a Serenely Successful 2017

 

 

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  1. Skip the stressful “offer “ of  insulting rates and oppressive terms .

Introduce yourself with you rates and  terms backed up with your certification and training. If being offered an assignment , ask for acknowledgement and acceptance in writing of your rates and terms  Add a dose of manners by offering to answer any questions they may have.

 Stress Buster : Develop a couple of templates of polite  responses for  when unacceptably low     rates are offered. Save them in your drafts and you will avoid the irritation felt when  writing a new one every time.

   2  Skip the embarrassment of being taken advantage of.

Research the market and  match your experience and qualifications for equal ranking of pay.

  1. Skip the stress of hearing that the prospective client that wants you won’t pay what you’re worth.

Look up their website and see how they promote themselves to the market If they claim to have the lowest rates then how do you think they make a profit.

Inquire from colleagues on professional forums, on both Linked In and Face Book , what kind of an experience  anyone has had with said a client. Share your experience in return.

  1. Skip the stress of a job with terminology and procedures that stump you.

Don’t accept an assignment you have never done before until you have observed the interpreted proceeding in person or reviewed a few source and target translations of the same subject matter. Do this until you are comfortable that you can perform quality work.

  1. Skip the stress of hassles caused by a client uneducated in your work.

Look for the red flags waving: when translator and interpreter is used interchangeably, when your availability is asked without  identification of the proceeding, whenever a translation has no word count or deadline…  And my favorite when you are asked to be at a location over 100 miles away in a half an hour.  Decide the value of your time required in “babysitting” this kind of client.

  1. Skip the embarrassment of being labeled as unqualified and unprofessional.

Research the market and  match your experience and qualifications for equal ranking of pay.

  1. Skip the stress of payment disputes.

Send your rates and terms ( learn what these are) in writing and ask for acknowledgement and acceptance in writing.  Add a dose of manners by offering to answer any questions they may have.

Inquire from colleagues on professional forums, on both Linked In and Face Book , what kind of an experience  anyone has had with said a client. Share your experience in return.

Assess the client agency by their reputation among their employees and contractors. Listen and weigh both the accolades and the complaints. Complaints reflect poor management and instability and that leads to non-payment of freelancer’s invoices .