Dos and Don'ts for Client Notes
Dos and Don'ts for Client Notes
First, the DOs:
DO — Please be encouraging and polite in all your notes, but DON'T use the same phrases over and over again ("Interesting paper!"), as repeat customers will regard the comments as cynical or insincere.
DO — In the Editor Notes, briefly summarize for the client what you've done and point to the How Do I . . . ? FAQ for information on how to accept/reject changes or to find out why they might not have received red ink on a file, etc.
DO — Try to imagine what the client at the other end must be thinking or feeling and try to create a positive customer experience for them. If YOU were a potential language services client, what would make you come back to Scribendi again and again and further encourage you to recommend Scribendi to your friends and colleagues?
Now, the DON'Ts:
DON'T — Send personal contact information to the client, under any circumstance.
DON'T — Use phrases like "See comment #7" in notes and comments. Some programs and some versions of Word do not use numbered comments; if a client can't easily discern what you're referring to in your comment, they may get confused and frustrated, which often leads to a complaint.
DON'T — Send messages intended for Customer Service, Accounts, HR, or any other Scribendi department via the Editor Notes system. The Editor Notes section on the order return page goes directly to the client.
DON'T — Let the client know if they are likely to receive a partial refund because they overestimated word count or for any other reason. It may take several days for the client's card-issuing bank to process a refund after we initiate it. We don't want to cause clients anxiety by suggesting something is immediately forthcoming. Plus other factors could affect payment, so communication should be left to Customer Service.
DON'T — Get overly chatty with the client, make assumptions about their nationality, gender, or location, or address them by their first name. Keep it friendly but professional.
We've got one more big DON'T, but it's an important one:
DON'T — Interject your personal opinions (religious, political, or otherwise) into your notes.
Last Updated: 09/09/2022