Potential new partner angry about first collaboration - how to answer email to close up this encounter in a graceful mannerH J
I'm a in-house translator at a company. We sometimes test new freelance translators to help us when we are short of in-house resources.
One of our criteria for collaborating is to have the same tool as we have.
Lately, a potential freelance who has a different tool insisted to be tested by us, telling that she would get the same as ours if she succeeds in the test. Thus, I made an exception, asking her for specific file-formats for delivery.
She delivered one file in the right format but in a very different way as the source format and could not deliver one other format. Thus, we can see/test the translation but we cannot use it and we need a lot of extra work to fix it (although we wanted to save time by outsourcing).
When I asked her to deliver another format, she criticised our recruitment process and was very angry that the technical aspects are as important to us. She will not send us the bill and doesn't want to hear from us any more.
I fear for the reputation of my company and mine. I want her to understand that the point is not only the technical aspect, but the manner she deals with us as a client (not helping to find a solution). How can I answer her mail in a professional way?
I simply want to close up this encounter in a graceful manner.
-
How much were they to be paid for this "test"? Standard rates? A discount? – Gregory Currie 8 hours ago
-
@Gregory Currie: standard rate – Amu 8 hours ago
-
see help/someone-answers – gnat 5 hours ago
-
But was the translation right even though the file format was not? – Mindwin 18 mins ago
-
@Mindwin Who cares? She has made it perfectly clear that there is no way the OP can work with her, even if she is the best translator in the world. – alephzero 3 mins ago
3 Answers
You allowed this person to be tested using a different tool. To me, that would mean that you wanted to evaluate the quality of the translation, not the format of the submission. Perhaps that person assumed the same and felt that her time was wasted.
In any case, this person got angry dissatisfied with your recruiting process, and I don't think that explaining that you didn't like her manners will make it any better. The best thing would be to apologise that the test didn't work out (even if you don't think an apology is due), and move on.
-
1thank you Dmirty. You're probably right. We said it's a misunderstanding. We will move on. – Amu 6 hours ago
-
You don't have to be sorry by admitting fault. Just say, "I am sorry to hear that we could not reach a solution together. Good luck with your translation tools." No need for explanations or anything. – Dan 1 hour ago
-
1Wouldn't this insincere apology be a nonpology? – Mindwin 21 mins ago
Dmitry is right in his answer in that you allowed the candidate to submit the sample work in a different format without knowing what the consequence of that change would be.
This is something that you need to be proactive in admitting is your problem.
You also need to point out why this has resulted in the rejection of this candidate.
For the purposes of this trial, you requested to use a tool that isn't standard for our organization. We allowed this in your case as we wished to see the standard of your work. Unfortunately, our process is particularly technology-assisted and the file format of your submission was too incompatible to adequately assess your translation. For this reason, we have regretfully had to reject your candidacy.
We admit that we unintentionally misled you regarding the format of the submission and didn't realize that the result would be unworkable for us. We apologize for the conflict this has caused. Naturally, you deserve payment for the work you have done for us. If you don't wish to receive payment yourself, please feel free to nominate a charity of your choice.
-
+1, I couldn't have phrased it better. – Dmitry Grigoryev 7 hours ago
-
1@Snow. This is a good answer. We did approximatively like this, explaining that the technical part is even more essential in this specific case as we are absolutely under pressure at the moment. – Amu 6 hours ago
-
@Amu usually recruiting under pressure is already a recipe for problems further down the line. – Mindwin 19 mins ago
You tested her and she failed, that’s it. Because she didn’t deliver what you needed, and because you can do without the drama.
You can reply that the technical aspects created you lots of costly extra work (that should explain to her why it is important to you), and that you will not be using her services in the future.
Or, you can go to your manager and ask them for advice. Your company’s reputation will not be negatively affected by this.
-
1+1 (so much) - from a Loc perspective; the technical aspects are 100% part of the job. A translator who isn't willing to take responsibility for delivering files in working condition, to the client's specification, are not fit for this industry. There is no reputation risk, and the company doesn't need to do anything other than pay and walk away. – Bilkokuya 6 hours ago
-
Thank you Bilkokuya. I completely agree with you. – Amu 6 hours ago