In 1912 L.L. Bean launched his newly formed clothing company with his Golden Rule: "Sell good merchandise at a reasonable profit; treat your customers like human beings and they will come back for more."
Sounds simple, "treat your customers like human beings", but in today's world of email and workflow systems it's not always as easy as it looks and unless a company has a relentless drive for service, satisfaction and experience is sure to suffer.
As a service providers, translation companies live and die based on clients' satisfaction. There is a lot of advice out there but much of it isn't appropriate. So I was pleasantly surprised to see the following list of 5 Things To Make Clients Love You over at The Marketing Mix:
1. Blend creative passion with an understanding of business goals. Present your ideas with passion but also the ability to explain how it achieves their objectives.I totally agree with these tips and would add a 6th tip specifically for translation providers:
2. Don't be flaky. Be reliable instead.
3. Don't say no. Say, "yes, but..." instead. Find a solution and don't be a diva.
4. No surprise invoices. Instead, let clients know regularly where they are in their budget.
5. Show that you care -- about their business, about their goals and about making them look good.
6. Don't change Project Managers on your client. Sometimes this is in the best interest of a client but generally clients hate that kind of change.What do you think? Do these tips encapsulated good customer service? What's your Golden Rule?
ForeignExchange provides specialized medical translation services to the world's leading medical device and pharmaceutical companies.