I want you to consider the following scenario:
You’ve auditioned for a voice over job. They loved your audition and think you’re perfect for the gig. After some communication back and forth to iron out some of the details, you have the final script in hand and you’re ready to start recording.
On account of the client loving your audition, you proceed to record using the same tone and delivery. When it’s complete, you post the file for their final approval.
Later that day, or maybe the next, they reply. “We enjoyed the recording you sent, but it’s not exactly what we’re looking for. We’ve provided a fresh copy of the script marked with direction notes for you. We’re hoping you can record the voice over again.”
What do you do?
I’ve presented this scenario to a couple different voice talents in the past, curious about how they’d react. Interested to see if their response would be the same as mine. In each case, I received one of two responses.
The Wrong Response
The wrong way to reply to this client is to tell them “NO!” This would also include making a remark such as, “maybe you should have provided clear direction the first time.” Also in this category would be, “sure I’ll re-record your script. But I’m billing you extra for it as well.” Telling the client that you’ll get back to them, and then waiting a couple days to record their audio as punishment, also not a wise reaction.
Responding to your client in any negative fashion is simply not the right thing to do. It’s bad business. It’s even worse customer service.
Consider this; you’re at a restaurant and you’ve ordered a steak dinner with a side of mashed potatoes. When the waitress arrives at your table with your dish you notice that you have baked potato. Not quite what you ordered. You mention this to your waitress who apologizes for the mixup and retreats to the kitchen to make it right.
A few minutes later she returns to your table looking a little surprised and concerned. She states, “I spoke with the chef and explained that your order wasn’t quite right. He told me to return to your table and tell you, tough luck. Eat it and enjoy it!”
Absurd, isn’t it?
The Correct Response
If you want to keep this client, remain in business, and do the right thing, without hesitation you’ll get back to the booth!
Just as you’d expect the chef to correct your order if it wasn’t exactly what you were looking for, it’s our responsibility as professional voice talents to extend the same level of commitment and service to our clients.
Would it have been helpful to have received the script with direction notes the first time? Sure it would. Did you read over the original script and ask for any clarity or direction before you recorded the first time? If the answer is no, guess what. You’re just as much at fault for the mixup as the client. That’s why it’s your job to make it right.
Don’t Take It Personal
In doing some research for this post, the most significant fact I walked away with was simply this, don’t take it personal. When a client asks you for a pickup, a correction, or an entire re-read, the worst thing you can do is get ticked off.
Remind yourself, you already have the job! That means they chose you and want to work with you. You are part of their vision for this completed project. Them asking you to give it another shot isn’t a rejection. It’s not a shot at your talent, skill or ability. It’s just a request to help them realize their vision.
Commitment To Excellence
I live by the motto “Happy customers are repeat customers.” You’ll hear me say this all the time. And it’s true. Think of the businesses, products and brands you’re loyal to. Is it because you’ve had repeated bad experiences with them? Obviously not! The better your experience, the higher your level of satisfaction, the more likely you are to return, commit and develop loyalty.
Never be afraid to go that extra mile to provide excellent customer service. It’s one investment you can make in your business that will always have an incredible ROI!
QUESTION: How would you handle this situation? Do you have a different approach?