Learning from customer experience

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As translators/interpreters, we are service providers. All companies/brands that sell services/products also provide an experience to their customers, and this experience starts from the very beginning, even before prospects contact us, when they try to find us or someone who can provide what they need. And it ends way after the product/service is delivered, but it doesn’t necessarily need to, that’s also the point.

As a customer, I love great experiences! I easily become loyal to brands that go beyond and provide me the best service possible. Likewise, I easily let go of brands who let me down somehow. And when there is reasonable competition, even the smallest detail can make a difference. As customers, we have a lot to learn also as entrepreneurs. After all, learning from mistakes (and successes) of others is better than making our own, right?

When we need something, a service or a product, we are vulnerable (or at least control freaks like me are). Leaving our comfort zones is not easy. We have to look for someone who can provide us something we need with quality, a reasonable price, reliability, and, most of the times, we do not have a clue as to what this means. If the service provider makes us feel at ease, comfortable and happy with their service, then we can easily trust them. If, on the other hand, they make our lives even more difficult than they already are, the entire experience becomes a nightmare.

Here are three real-life scenarios that I’ve been through and from which I learned a lot!

Scenario 1: Post office

Important fact: here in Brazil, mailmen usually don’t work on Sundays.

Another important fact: as you might all be aware, Brazil is not exactly a safe country. And I live by myself at a house, as opposed to an apartment, that is usually safer.

At 9 a.m. on a Sunday, the doorbell rings. I was still sleeping, because I had gone out the night before and arrived really late. I answer the intercom. A man on the other side identifies himself as the mailman. Still sleepy, I think, “The mailman, on a Sunday?” I ask him whom the package is for (something I always do, to check the person is indeed the mailman and the package is indeed intended for me, since other people have lived in my house before and their mail still keep coming). He confirms my name, in a rather impatient voice, probably noticing I’m reluctant. I think, “Ok, that is information people can easily get ahold of. This is still weird.” I tell him I find that strange, “I’m sorry, sir, but what guarantee do I have you are indeed the mailman, on a Sunday morning?” He becomes quite mad, goes away and leaves me speaking to myself over the intercom.

Later on, I find out they had been working on Sundays because they were late on deliveries. But I learned this from someone else, because the mailman himself didn’t even care to try to explain that to me.

I tried to track the package and see where it had been taken to, with no success. I got yelled at over the phone and hung up on a couple of times, so I just gave up.

Of course mailmen know they don’t usually work on Sundays. The guy was probably so pissed he had to work on a Sunday morning that he simply didn’t care. No empathy at all, no trying to understand my position, no respect, just plain rudeness.

Takeaway: We often complain that clients say “translator,” when they mean “interpreter,” or that they want everything for yesterday, and so on. And many of us are even rude or have no patience at all with people that are not from our area and that have misleading ideas about it. How would they know? It’s our role to be patient and try to explain, in a way they understand, how things work. Whining, complaining and having lack of patience with people are not the solution.

Scenario 2: Landline technical support

My landline was silent. I had no signal to make calls, but I ran some quick and simple tests and found out it was probably the device itself, not the connection. I took it to a place specialized in technical phone support. The girl ran not one, but several tests, in different power supplies, using different wires, until she found what the problem was.

This is it, plain and simple, right? You are probably thinking, “C’mon, that’s her job.” Yes, it is, I agree. However, unfortunately, people simply don’t do their jobs anymore. They simply don’t care. What I expected: her trying once or twice, at the most, and giving up, saying it was broken and that I needed to buy a new device. Instead, I was really impressed at how much she cared and tried to find what the problem was.

Takeaway: Are we doing our jobs? My clients are frequently ecstatic with me for just doing my job: delivering on time, sometimes, if possible, even earlier, doing a good job, etc. Basic things we are expected to do, but that, apparently, most translators don’t. Is the competition fierce? Are there a lot of translators out there? Yes and yes. However, what’s the quality of the service they provide? Delivering on time is Translation 101, Lesson 1. If, apart from that, you go a bit beyond and try to deliver earlier whenever you can, believe me, you win the client. Go the extra mile. Be the solution your client needs and, if you can’t solve their problem yourself, be proactive and try to find someone who can. Clients usually don’t have a clue about the translation world. We do.

Scenario 3: Nike store

I love Nike products. In my opinion, they are high-quality and worth every penny. I still wear clothes that are more than five years old and that are still in good shape. Ok, so I am already a fan of the brand, fine.

They have a cool store in São Paulo (I live in a town about two hours from the big city). The last time I went there I was amazed! As I was taking a look at the store and choosing what I would try on, the salesperson was preparing the dressing room with other suggestions of things I could like based on my choices. When I arrived in the dressing room, they had even written my name one the door! Maybe you wouldn’t care less about it, but I do. Who doesn’t like to feel special?

Takeaway: Each client is special in their own way and should be treated accordingly. We should make our clients feel they are unique, because they are. Pamper them whenever and however you can. I send personalized handwritten Christmas cards with a branded little something every end of the year to all my clients. I also send branded handwritten Thank You notes to clients and partners or whomever I feel like thanking. Whatever you do, make sure all your clients feel that you care about each of them and that they are special to you. This simple attitude may be what differentiates you from other equally great translators and what makes your clients not even think twice before requesting your services.

A key aspect to a successful customer experience (and to everything in life, let’s face it) is empathy. Wearing our customers’ shoes is essential to understanding their needs and providing the best service possible. It’s like that old saying by Confucius goes, “Don’t do unto others what you don’t want others to do unto you.” And vice-versa. It’s as simple as that. No need to overcomplicate or overthink things. No secret formula. No million-dollar strategy.

What have you learned from your own customer experiences?

2 thoughts on “Learning from customer experience

  1. Both as a customer and service provider, I get much further with kindness and patience. I get it that we all have good and bad days, but taking a deep breath before our interactions goes a long way. A smile can get things done far more easily. I was recently happily surprised by a store clerk who called me to let me know a product I wanted but could not find anywhere had finally arrived at her store — I left my biz card there 2 months ago. She remembered me, she kept me in mind, she called me. It was great! As a service provider, I try going above and beyond to not just meet my client’s demand for translations but to explain how the work is done, making myself available even after the job has been delivered should any adjustments be necessary. I say treat your clients like you like being treated as a customer.

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