A client will pay for quality if you know what to do.
August 15, 2017 § 7 Comments
A few months ago I was contacted by a prospective client who I knew nothing about. He was an attorney and was requesting my services for a settlement conference. He explained that his client had been involved in some “out of the ordinary” financial situation and did not speak English.
I was supposed to interpret everything that was said at the conference so he could discuss the proposals with his client afterwards. The conference was to be held during an entire morning in short sessions of about ten to fifteen minutes each, with sometimes as much as an hour between. I was told that the non-English speaker would be present, listening to all parties involved in the potential settlement, but other than a few brief private conversations with his attorney to assess the negotiation, he would not speak at the conference.
After listening to the attorney, and based on my professional experience, I informed him he was requesting a simultaneous interpretation service during the exchanges with the other parties. I explained that the conversations between him and his client would be interpreted consecutively as they would involve a question or two every time they needed to talk. I also asked him to estimate the length of these exchanges.
Once again, he assured me that the settlement conference would be held in approximately ten minute segments, there would probably be three or four, and that after each session, the attorneys for the other party would leave the room and discuss the offer in private for about thirty minutes or even more. I clarified that simultaneous interpreting is a job for an interpreter team of at least two professionals when it lasts over thirty minutes. I also clarified that consecutive interpreting during the question and answer conferences with his client must be brief and kept to a minimum unless he would retain a second interpreter.
He looked extremely surprised. In his words, he had been “using interpreters for this type of work for years” and “…nobody ever mentioned the need for two interpreters…” at that point during the conversation I informed him of my fees and payment policy with new clients. He was not expecting that professional fee.
Sometimes life has a way to teach us all a lesson and this was this attorney’s lucky day. I have no doubts that under normal circumstances he would have turned me down and look for another interpreter, but this was a unique situation. The other parties had flown in from out of town for the settlement conference and his “regular” interpreter (who never brought up team interpreting and obviously charged a lot less for her services) was out of town. The case was complex and he had to concentrate in the settlement; he had no time to shop around for an interpreter.
Later that week we had the settlement conference. I arrived early (before the attorney who hired me) and noticed that an individual was nervously pacing up and down the hall of this gigantic penthouse law office. I approached him and learned this was the person I would interpret for.
I explained who I was and how we would proceed during the settlement conference and during the brief private encounters he would have with his attorney. I then showed him my simultaneous interpreting portable equipment I use for these services, explained how to operate it, and tested it for volume and comfort. It was then that the attorney arrived.
Before we started the conference, all attorneys present were very surprised that I had brought equipment for the simultaneous rendition. They all agreed this was the first time they saw anything like this. The non-English speaker individual remarked that he loved the equipment because he could hear everything without being distracted by the English speakers. At the end, my attorney client loved the equipment. He remarked on how unobtrusive it was and how it allowed for a better flow during the exchange as the attorneys did not lose concentration by the constant interpretation in the background. We also used the equipment for the attorney portion of the private client-attorney conversations, leaving the consecutive mode just for the client’s remarks.
After the assignment was over, the attorney congratulated me for my professional services, he wondered why nobody else had ever used interpretation equipment for these conferences before, and he told me it was now clear why I had been so “picky” at the beginning. “…I see why you are more expensive. You provide another level of service. I think that I will call you from now on…” I thanked him for his words, gave him his fee receipt for the check he gave me right after the service (as previously agreed) and told him that I would love to work with him again provided that I had any availability.
As I was leaving the law firm, I thought about how many of my colleagues let opportunities like this one go to waste because they do not take the time to explain their services to the client, and because they do not try to do something that will set them aside from the rest. In my case, a little innovation for this law firm, and a determination to seize the moment once that the attorney had no choice but to hire me, landed me a new direct client that knows my fees, working requirements, and payment policy, and can hardly wait to hire me again.
Please share with the rest of us any similar stories you may have where your tenacity and business mentality helped you prove that you are a professional and got you a new good client.