How human are you?
It's true that Artificial Intelligence (AI) is changing (improving?) our workflows. Should we let it affect how we connect with those around us, particularly our clients?
I truly believe that now, more than ever, it's crucial that we interact directly with our clients. It fosters mutual trust and respect, making it possible to achieve the desired output: a quality output and a long-term relationship.
In this issue, I invite you to consider the importance of understanding our client's needs and expectations to devise solutions and deliver quality work that is fit for their purpose.
But, first things first:
We are more than just translators.
We are:
Market access consultants: Our role extends beyond mere translation. We assist clients in understanding and navigating new markets, ensuring that their message is not just translated but, above all, culturally and contextually adapted.
Specialists in our field: Our deep expertise in specific domains allows us to provide insights that go beyond language. Our specialized knowledge ensures accuracy and relevance.
Original content reviewers: Often, the source material itself needs refinement. We act as editors and reviewers, enhancing the quality of the original content to better meet the client's objectives.
With this in mind, why are we struggling to communicate our value? It's not just the noise surrounding the AI hype that is keeping us from getting the message across.
The truth is that, more often than not, we don't speak our client's language (and I'm not talking about their native language here!).
So, how do you make the switch?
STEP 1: Understand your client
Engage with your clients through meaningful conversations. Pick up the phone and call them, invite them to a quick virtual meeting. You'll discover more about their needs and expectations and needs in a 10-minute chat than in a carefully crafted email exchange.
Offer solutions that are not only cost-effective but also fit your client's specific context and purpose. This might involve providing different service packages or customized solutions.
Ask the right questions that help you deliver the best possible outcome.
STEP 2: Build trust
Take the time to explain your process, share examples from previous projects, and present tailored options.
Set realistic expectations and be open about potential challenges and limitations.
Implement strict confidentiality policies, such as non-disclosure agreements and secure storage systems, to reassure your clients that their sensitive information is protected.
STEP 3: Deliver quality
Ensure that the final product meets the intended purpose through review and validation processes to guarantee accuracy and relevance.
Respond promptly to queries and keep your clients informed with regular updates and clear communication throughout the project lifecycle.
Moving from "You had me at 'Hello'..." to "You had me BEFORE 'Hello'..."
You need to connect with clients who truly value collaboration rather than simply outsourcing tasks. These clients appreciate the deeper level of engagement and the understanding that we bring to the table.
You win the client even before the initial contact. You are constantly working towards the next project – whether from the same client or a new one.
Building trust before the first interaction and continuously working towards future projects should be your philosophy:
Develop strong portfolios and case studies that showcase your expertise and successful projects.
Collect testimonials and act on client feedback to improve your services and build credibility.
Invest in ongoing learning and networking at client-side events to stay current with industry trends, provide high-quality services, and stay on top of your clients' minds (both existing and potential).
In an era when AI continues to revolutionize our workflows, it's the human touch – our intelligence, empathy, and engagement – that truly sets us apart.
Understand your clients' needs, build trust, and deliver quality – that's how you ensure lasting relationships and exceptional outcomes.
