Article Why client experience also matters for translators

You’re brilliant at what you do. Your linguistic skills are second to none, and when you get a translation, subtitling or interpreting (or whatever it may be) job from a client, you always deliver the best quality.

But the thing is, you’re not just a linguist.

As a freelance one-person show, you’re also a business owner. And while it would sometimes be nice just to focus on the work itself, the fact is, you can’t neglect all the other aspects of keeping said business on the road if you want it to be sustainable.

There’s so much to consider, and lots of us place the biggest focus on our marketing. Which makes sense, because a thriving business needs to attract clients, right?

But it’s important not to fall into the trap of neglecting another super important thing about your business because you’re so busy frantically marketing yourself.

That thing is the client experience you’re offering.

Why should offering a good client experience be a priority for you?

A good client experience means better client retention.

And anyone who’s been running a business for a while knows it’s far better (and takes far less effort) to get repeat business from the clients you’ve already worked with than it is to work with clients on a one-off basis, constantly going back out and trawling for new ones, week after week.

Sure, some clients will genuinely only need your services once. But even then, giving them the best client experience is still 100% in your interests.

Because if someone is happy with not only the work you’ve provided but also the way they’ve been treated, then they’re far more likely to recommend and refer you to others if the occasion arises.

They might not be able to refer you next week. They might never refer you at all (you’ll never know who will and who won’t). But if you rolled out the red carpet for them, they’ll remember you, even a few years down the line.

Need more motivation? Getting your hands on quality client testimonials is another big motivator for providing the best experience, as they’re incredibly useful for your marketing, your website copy, and so much more.

Convinced? Let’s think about how you can actually go about creating this unforgettable client experience.

How can you improve the client experience of people who come to you for translations?

Before we get started: You’re probably already doing a lot of these, and some of them might feel glaringly obvious. Because, after all, you’re a nice, responsible, committed person, and you know that treating your clients well is a good idea. It isn’t rocket science!

But consciously treating all these things as part of the client experience package you offer can help you remember to tick all the boxes methodically and deliver consistency without it feeling overwhelming.

1. Remember, the client experience starts earlier than you might think

The experience you’re giving your clients starts from the very first moment they come across you, whether that’s through your website, your LinkedIn profile, a comment on a LinkedIn post, in-person or over email.

Things like sending a thoughtfully written LinkedIn DM when you first express interest in a project, or putting together a detailed initial proposal reflecting everything mentioned in the project description, will get your relationship off to the best start.

Not to mention the fact that it’ll make it far, far more likely you’ll actually get the job!

2. Get a set onboarding flow in place

That new-client feeling is always wonderful, but it can also be a little bit overwhelming. You want to make the best possible impression and lay strong foundations for this new (and who knows, maybe lasting) relationship.

The best thing you can do, both for the client experience and for your peace of mind, is to create a set onboarding checklist to follow every time.

It doesn’t have to be complex. It’s just a clear guide that makes it easy to remember everything that needs to be covered and discussed (like sending a proposal, asking for their invoicing details and sending over your contract), so you’re not carrying that information around in your head and worrying about forgetting things.

That will make the whole process a smooth one, and leave your client feeling like they’re in experienced hands.

3. And a set process for wrapping up with a client

A project coming to an end is another opportunity. Make it a standard part of your process to reach out after a week (or two weeks, or whatever feels right to you) to check in on the project, and ask for a testimonial.

Again, having a set time frame to stick to will help preserve the impression that your business is a well-oiled machine, and mean it’s easier for you to remember to actually do this, rather than getting distracted by the next project.

4. Ask for a deposit up front

Asking for a deposit up front, especially when you’re working with a new client, is obviously sensible from a financial point of view. But it can also mean your clients take you more seriously as a professional, which is great news for your client experience.

5. Make sure your terms of service are solid

Not got a terms of service or terms and conditions contract? Now’s the time to get one sorted.

These are to cover your back and give you a legal leg to stand on if a client doesn’t pay or goes back on your agreement in whatever way. But, just like asking for a deposit, sending over your contract for a new client to sign also makes them feel like they’re on solid ground.

Once you’ve got your terms of service ready to go, make them a central part of the onboarding flow we talked about above, so you never forget to send them over when you’re in a rush to get stuck in.

6. Establish the scope of your project from the word go

Your client experience will largely hinge on your clients’ expectations. Because if they’re expecting apples and they get oranges, they’re not going to be happy, no matter how tasty said oranges are.

During the back and forth before you get started, or in your proposal, make sure you lay out all the details of what’s included, so you both know where you stand. Don’t be afraid to err on the side of what feels like stating the obvious in the name of total clarity.

7. Be flexible and accommodating

That being said, it’s important to show willingness, and be flexible and accommodating - to a certain extent. If they need a little extra help with something that goes beyond the original scope, or if you can go the extra mile in small but meaningful ways, then that’s a wonderful opportunity to leave them extra satisfied with the service you’re providing.

Over your years as a freelancer, you’ll learn to draw the line between chances to go above and beyond, and things that are inching into scope creep territory.

If the client does start to push the boundaries, then the fact that you clearly defined the scope of the project at the beginning will be your saviour. You can gently remind them of your agreement and let them know you’ll have to charge for these extras, without souring the relationship.

8. Take a deep breath

It’s a fact of freelance life that no matter how good you are at what you do, you’ll sometimes have unhappy clients.

When you get those inevitable emails with bad feedback or complaints, take a deep breath before you respond. Never respond to an email in the heat of the moment, but instead do whatever you need to calm down and process what they’ve said. We find a brisk walk always does the trick.

Be honest with yourself, and take ownership of any mistakes you did make (no one’s perfect!). But if you disagree with what they’ve got to say (those edits by their employee who speaks French miiight not be accurate), then respond in a calm, clear, friendly manner. You’re the professional, and they’re paying you for your insights and expertise.

If you respond to these kinds of situations in a constructive way, they might still walk away having had a positive experience overall, happy to recommend and refer you.

9. Get to know them

Just because this is a professional collaboration doesn’t mean you have to be stiff, formal and keep things strictly work-related.

Let your personality shine through in your emails. Ask them about their day and tell them about what’s going on with you.

If anything’s delayed on their end because they’ve been ill or something’s come up, be understanding, and let them know ASAP if life is doing its thing and you won’t be able to meet a deadline. We’re all human, so don’t be afraid to be honest.

10. Can’t help? Recommend a capable colleague

You don’t necessarily have to actually work with someone for them to have a good client experience with you, and even end up referring you or coming back to you at a later date.

If a project isn’t quite the right fit for you, point them in the direction of a colleague who’ll nail it.

Prioritise making a good impression and being persistently useful during your interaction, and you never know what could come of it, even if it’s just good karma.

11. Nudge them, helpfully

Keep your clients up to speed with the things they need to know about, like that three-week holiday you’re taking or that new service you’ve just unveiled (if it’s relevant to them!).

This is both helpful for them, as it allows them to plan ahead around your availability (great for client experience), but as a bonus, it’s also a great way to give them a subtle nudge, remind them that you’re there, and maybe even prompt them to send a new project your way.

12. Make managing projects and sending invoices easy

You’ve got a lot of projects to handle and different clients on your books, and sometimes juggling all that, along with everything else in life, can be tricky.

But making a mistake with a deadline or forgetting important information, like where to send your invoice, will never make a good impression on a client.

Rather than keeping all that information in your head, let LSP.expert do the heavy lifting for you. With our platform, designed specifically for translators, managing your projects, sending your invoices and keeping everything operating smoothly is delightfully straightforward.

Discover how it could make your life easier and help you keep your clients happy with our no-strings-attached 30-day free trial.