Last updated on Jul 25, 2024

Your client is unhappy with the translated content. How can you address their dissatisfaction tactfully?

Discovering that a client is unhappy with the translated content you've provided can be disheartening, but it is crucial to address their concerns with tact and professionalism. Translation is not just about converting words from one language to another; it involves capturing the essence, tone, and nuances of the original text. When a discrepancy arises, it often points to a deeper issue, be it a misunderstanding of the client's needs or a misinterpretation of the source material. The key to resolving such issues lies in effective communication, a willingness to understand the client's perspective, and a commitment to delivering a satisfactory outcome.

1 Listen First

When faced with dissatisfaction, your first step should be to listen actively to your client's concerns. This means giving them the floor to express their issues without interruption. By doing so, you not only show respect for their opinion but also gain valuable insight into where the translation may have missed the mark. Listening attentively can help you pinpoint specific areas of discontent, whether it's a matter of tone, terminology, or cultural nuances that weren't properly conveyed.

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Benjamin Bühl

Übersetzungen ohne Fehler! Dolmetschereinsätze vor Ort - Online - Hybrid
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Wenn ein Kunde unzufrieden ist, ist es entscheidend, zuerst zuzuhören. Nehmt euch die Zeit, seine Bedenken vollständig zu verstehen, ohne sofort in die Verteidigung zu gehen. Stellt offene Fragen, um die genauen Probleme und Erwartungen zu klären. Zeigt Empathie und Verständnis, um zu signalisieren, dass ihr seine Meinung ernst nehmt. Ein aufmerksames Zuhören kann oft schon dazu beitragen, die Situation zu entschärfen und eine Basis für die weitere Problemlösung zu schaffen.

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2 Clarify Issues

Once you've understood the client's concerns, it's essential to clarify any misunderstandings. Ask questions to ensure you fully grasp their perspective and the specific issues they have with the translation. This step is about bridging the gap between expectation and delivery. It's possible that certain nuances or industry-specific jargon were lost in translation, and clarifying these points can lead to a more targeted resolution.

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MB Traduções e Revisões Language Consulting

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Sim, esse alinhamento com o cliente é imprescindível. E o ideal é que o tradutorctenha aberturaxe acesso para fazer isso durante a tradução, ainda que com um intermediário. A tradução construída em função dos esclarecimentos do cliente é sempre melhor, e o resultado agrada mais.

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3 Offer Solutions

After pinpointing the exact issues, it's time to offer solutions that can rectify the situation. This could involve revising the translated content, consulting with another translator for a second opinion, or even starting from scratch if necessary. Your goal should be to provide options that align with the client's needs while ensuring the integrity of the translation. It's crucial to convey your commitment to achieving a result that the client is satisfied with.

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4 Set Expectations

It's important to set realistic expectations for the revised translation process. Ensure your client understands the timeline and what steps will be taken to address their concerns. This might involve a detailed discussion of the translation methodology or the qualifications of the translator. Transparency at this stage helps build trust and demonstrates your dedication to delivering high-quality work.

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5 Follow Through

Once a plan of action is agreed upon, it's imperative to follow through with the promised solutions. This means delivering revised content on time and keeping the client updated throughout the process. If additional revisions are needed, be prompt and professional in handling them. Your reliability in this phase can help restore the client's confidence in your services.

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6 Learn and Improve

Finally, use this experience as a learning opportunity to improve your translation services. Reflect on what went wrong and why the client was dissatisfied to prevent similar situations in the future. This could lead to implementing new quality control measures or enhancing your communication strategies. Continuous improvement is key to maintaining high standards in your translation work.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Natasha F.
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This is my favourite part of the translation process because it allows for the professional linguist and client to develop a closer rapport. Firstly, it's a great opportunity for the client to understand the challenges that professional linguists encounter when translating e.g. nuances in language. Secondly, it's an excellent time to discuss ways to avoid issues like this from occurring again with the client e.g. create a glossary and termbase. Lastly, it forces professional linguists to 'prove their mettle' when handling feedback - Can they take feedback (bad and good)? Can they provide professional and constructive responses when commenting on feedback? Can they establish boundaries and standards with the client at this point?

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Your client is unhappy with the translated content. How can you address their dissatisfaction tactfully?

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1 Listen First

2 Clarify Issues

3 Offer Solutions

4 Set Expectations

5 Follow Through

6 Learn and Improve

7 Here’s what else to consider

Translation

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