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On Feedback

During my first year working at Xerox, I worked part-time in the Quality Department monitoring our supplier's performance, and giving feedback when necessary. I loved it. I still find it fascinating to see how a supplier performs over time on different projects, but the most exciting part was always the answers I got to my emails. For most translators, their business is their own self, and that is why feedback can make or break someone's day.

The definition of constructive feedback I like the most is taken from a Harvard Business Review article:

Feedback is about telling people what we think of their performance and how they should do it better.

I use this definition, because this is the version I think is most widely used in the translation industry. Each client will have their own reference material for which suppliers working on the project should adhere to on every occasion. I would say that around 95% of the feedback I see from clients is in regards to their opinion on how good your translation is according to this reference material. The line dividing client's and supplier's power when it comes to feedback disagreement is quite often blurry, and varies depending on the partnership. Thus, I won't discuss it here in detail.

Reference Materials

I believe having some kind of reference material from the client is always useful. However, not all clients have got reference materials available, and some could be a bit confusing or way too complicated to decipher. So, what can a supplier do?

If you are confident the reference material is not useful, gather a few examples, and send your feedback to the client. It could be a risky move, but it might pay off if they assign you the task of improving or creating new materials for reference. On the other hand, many suppliers have got a list of resources (probably built over the years) that they will use as default on any project when a query arises. In order to create a solid foundation for your work, ensure your resources are legitimate, moderated, and updated periodically.

When disputing feedback, any of these points could be the first argument in your defence.

Use of Feedback

Naive 23 year-old Carmen would spend hours every day sending emails with feedback to different suppliers, trying her best to highlight the positive side of receiving feedback. Despite of her best efforts, there were always a few angry replies on her inbox the day after.

The truth is that a supplier working regularly for the same client is expected to learn from any feedback given, and be able to assimilate it in time for the next project. If the feedback is positive, they expect you to maintain that standard, and if the feedback is negative, they expect you to keep in mind the changes made to the translation.

Clients use feedback as a learning tool for suppliers and expect it to work. Unfortunately, this is usually a deal-breaker when it comes to partnerships, and the collaboration might be discontinued if feedback is not well received or there is no sign of improvement. On the other hand, regular positive feedback gives a supplier the reassurance of work well done, as well as helping build a long and fruitful partnership.

You can find more information on feedback here.


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