First, the DOs:

• DO — We do require that you indicate to the client how to request an editor. You can write your own text for this, or you can use or adapt the following text: If you wish to request me for a future order, you can do this during the order process after uploading your document. There is a text box at the bottom of the order page that says "Editor Code (Optional)". Just type my editor code, XXXX, in this space. When you place your order, the system will automatically send your request to me. If for some reason you do not wish this client to request you in the future, you can leave out your specific EM number in the explanatory text that you provide to the client.

• 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 them 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, he or she may get confused and frustrated, which often leads to a complaint.

• DON'T — Send messages intended for Customer Service, Accounts, HR, or any other department via the EditorWorks™ Notes system. The 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 some 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.

• 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