how to provide better customer service in the voice over industry
No matter your profession, customer service is a part of doing business. But, in an extremely competitive and global market, it’s a crucial element to your success. Every interaction you have with customers, especially online, can be cataloged and recalled at any time in the form of public-facing reviews. Ensuring positive experiences for customers, and attaining good reviews for your business, will demonstrate that you are trustworthy and dependable as a service provider.
With voice acting in particular, we tend to work very closely with our clients to achieve our creative aim. As such, we really have to be on our best behavior and create memorable narration service experiences. To provide better customer service in the voice over industry, consider the following tips:
don’t ignore repeat clients in favor of new ones
While we all love getting new clients, and work hard to secure their business, it can be easy to forget about your regular clients and let their projects sit on the back burner. Don’t do this. The way to keep customers loyal and secure repeat business is to treat your existing customers well. Reach out to them with enthusiasm and nurture those professional relationships. Offer them perks, discounts, or whatever other benefits you feel are necessary to keep them feeling appreciated. Quickly respond to their messages, and make them feel heard.
up your communication speed and frequency
Effective communication is at the heart of what we do in the voiceover world. Quickly delivering quotes, audition samples, and answers to client inquiries can help you secure more business. If you don’t respond quickly, someone else will, so don’t drop the ball on this.
Oftentimes, it’s not even the quality of your audition that lands you the job. Instead, it’s being first to respond. If you’re the type to send in auditions to your agent right before the deadline, I would encourage you to change your tactics. Be the FIRST to respond with an audition sample, and see how that works for you.
I know this can be easier said than done, especially if you’re not a full-time voiceover talent, but aim to respond immediately to inquiries if you can. Check your email frequently. Enable push notifications for your email and any other communication channel where you might receive an inquiry. It helps to be connected, if you want to win jobs.
under-promise and over-deliver
This one is my favorite. It leads to customer loyalty, and helps everyone involved manage expectations and deliverables. If a client tells you they have a job for you, and they’d like a three-day turnaround on their project, aim to deliver the work in 1-2 days tops. If it’s a short read, give them multiple takes to choose from (even if they only ask for one). That way, you allow some wiggle room for the unexpected. You also have the added benefit of exceeding your customer’s expectations, which often makes them very happy.
Properly executing this strategy relies on two extremely important factors:
Your training/talent as a voice over actor. By having the skills needed to quickly turn around projects with world-class quality, you can stand out to your customers.
Your ability to understand customer deadlines, needs, and overall expectations for a project. Listen to your customers, understand the requirements they’ve shared with you, and then exceed those requirements if you can.
be a better listener
Aside from being great life advice, being a better listener can also improve the quality of your business relationships. If you’re ever unsure as to the client’s requirements for a job, or if there’s a question that arises as you read through the script, ask your client for more info and listen to what they share with you.
Save yourself the time and trouble, and get the information directly from the source. Oftentimes I see other voice actors ask questions in Facebook groups and forums regarding their ongoing projects. “My client said XYZ, but the script is giving me ABC. What do I do?” I’ll tell you what to do: give your client a call and hash out the details. It’s pretty simple.
That’s not to say that consulting peers is a bad thing to do; I often recommend it when it comes to technical questions (file types, delivery methods, best practices) and even run a Facebook group for this very purpose as part of my coaching efforts. It’s just important to know when this type of consultation is appropriate. Your customer is, nine times out of then, the best source of information about your project.
conclusion
Remember, treating your customers well is the essence of good business. Take care of your repeat customers as you work to obtain new ones. Be available, and communicate often with your customers regarding their projects with you. Exceed expectations whenever possible by delivering early, providing multiple takes, and generally going the extra mile. And finally, LISTEN to your customers. The best information is often found right at the source.
