I changed my bank accounts – moved to another bank. There I was, at my new bank, signing the endless sheets of contract papers while the manager was explaining how they worked using banking jargon. Besides feeling extremely mad I was losing precious working hours because the manager did not have everything ready, as she said she would, I felt lost a couple of times because I did not understand the specific terms she used. And I felt embarrassed for having to ask her what they meant. When I finally understood, I started asking myself why she wouldn’t use another term, a more commonly-used one with exactly the same meaning.
I struggle to understand financial and banking operations. Whenever I have to deal with related matters, I postpone it to the last possible minute. And when I finally have to take the bulls by the horn, I feel bored and petrified I might do something wrong I may regret later. So why make my life easier and use lay terms if they can show off their banking expertise, right?
I use every single experience as a customer to learn how to deal with my own clients. If I like something, I try to adapt it to my translation business. If not, I reflect to see if I do the same with my clients and, if so, I immediately try to change it.
Do I want my client to feel the way I feel when I have to deal with things I don’t understand?
We should always keep in mind that if a client is coming to us it means they want their problem solved. It doesn’t matter how we do it and the terms we use to describe it. In order to win the client, we need to be as straightforward and clear as possible, and make them feel relieved their problem will be solved according to their needs, so they can go on and worry about other things. We should try to make their lives as easier as possible.
On this note, is it really that important that the client knows the difference between a translation and an interpreting service? Will it really change your entire life to “teach” the client that you are an interpreter, not a translator, for Pete’s sake? In Portuguese, we have different terms for translation into our mother tongue and into our B language (the latter is called versão). Do my Brazilian clients need to know this difference?
Let’s leave our ego aside for a moment and take the focus off us and make it on the client.
First and foremost, we are the language experts – the main reason we should be the ones to speak our client’s language, not the opposite. Secondly, we will be the ones to handle their (written/spoken) words – another reason we should be the ones to speak their language, not the opposite. Thirdly, don’t you just love when, as a client, the service provider truly understands you and doesn’t vomit jargons you don’t understand?
Listen to your client, instead of focusing on “educating” them or “teaching” them. Try to truly understand their needs and talk to them in a language they understand. Do your homework and research more information about them to get to know them even further and understand their language and their world. Always remember the client is king/queen.