Do What The Customers Want, Not What You Think They Want

Do What The Customers Want, Not What You Think They Want

They say: "Smart people learn from their own mistakes. Wise people learn from other people's mistakes."

As much as I'd like to think that I'm smart, or want to believe I could be also wise one day (just lack that 10,000 hours of meditation in the depths of some cave in Tibetan mountains), sometimes it doesn't work out.

You know when you are deep in a big-big project, lots of "moving parts" as they say, and somehow you miss to see one important client request. 

What translation services buyers really want

Your customers will either tap you, or crush you 🙂

You keep them in the palm of your hand (or, for that matter they keep you there) but you are so busy doing your ting, that you forget to fix all the details...

Which in our case was a miscommunicated case of whether we are to provide a native editor for the translation, or they will.

It wasn't the end of the world, and we soon realised this mistake and were able to still fix it (read: find a suitable colleague who can do the job), but I hated the feeling.

And I hated it that a small mistake like this can break the trust of your customers, and have them reconsider if you and your company is reliable enough for bigger projects.

An unhappy customer is no child's game.

All because of one information that was skipped.

These are the moments when You realise something in your process has to be changed.

Improved.

Fixed.

And the best way to start is to create good communication channels.

Why is this important?

My personal experience shows that Sharing information often is easy, but it is tricky.

We know that it is important, and you are on alert: you get an important mail, you read it, try to remember it, and try to also remember to send it to your colleagues.

And then comes the tricky part:

Having those information SEEN is much more important.

And by sending only a short e-mail about it, especially if you deal with more than three projects, could lead to the information to be skipped, forgotten, deleted, misplaced, turned off, marked as read, archived.

Especially on Friday when your colleagues are already in the Bar in their minds, while their bodies are still glued to the wrong chair in the office.

Is there a problem with your colleagues? Translators? Vendors?

Of course NOT.

The problem is the e-mail correspondence.

You're getting e-mails from 20,000 places daily, and they are all important and urgent and great (like the mails from MiniTPMS, khm!), but it's just so easy to skip over it and leave it in oblivion.

Because another one comes and it's even more important. "Importanter".

Solution?

This might sound to you like a broken record, but the solution is to put this information into miniTPMS:

  • Either as special instructions.
  • Or as a discussion on the project page.
  • Or as an uploaded file.
  • Or as something else... 

Because once it is there, it is visible, and all the parties involved are able to see what needs to be seen!

Oh and, did you just realise it totally eliminates the need to write another 54 e-mails to your colleagues, vendors, clients, etc? All the people involved in the same project will automatically see this.

How's that for saving you time (and electrons)?

You wanna it? You-can-have-it for peanuts now:

http://minitpms.com/promo/

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