Forgive me, dear reader, as I recycle an article I just wrote on LinkedIn. I feel it actually relevant over here (and even considered restructuring it to ONLY live over here) but, as I am trying to build my brand, it’s important that I post weekly on my BUSINESS LINKEDIN PROFILE – If you use LinkedIn at all, please consider “following” me there! And we can most definitely connect on my individual profile as well!
My love for creative & content writing is once again blooming, and I have several new updates to share with you! However, I must get into the practice I once had of dedicating time to actually writing. So, please accept this compromise and read my latest public share; I promise you will get Custom-Content-Only-Found-Here in the near, upcoming future!
One aspect of running a Voice Over Business that is not often discussed, is customer service. I wanted to briefly illustrate what I mean with a personal anecdote:
I received an email from my client yesterday, thanking me immensely for my assistance:
“Oh my gosh! You are AMAZING!
Thank you SOOO much! I am so impressed and blown away!
I will let the clients know and thank you for being so thorough on this! Wow!”
– Client Identity kept anonymous deliberately
You see, they needed a rushed project completed as soon as possible to retain their client. The issue? I received the email after my standard studio hours had ended.
To explain further, I often work for Production Companies who book client projects (Commercials, eLearning presentations, etc.). Those clients then select my voice from the Production Company’s roster, so their client becomes my client.
Now, I do not always have the capability to drop what I am working on to assist with an immediate response, but luckily in this case I was able to and returned 3 takes in just under an hour.
As you saw from the genuine response above, it was much appreciated.
I have nurtured such an amazing relationship, that my clients feel comfortable bringing their voiceover questions to me. For example, one of my clients had their client who was adamant about a script remaining as-is. The trouble was, they wanted it to fit in a certain time length that was just not possible.
I was not the selected talent for this project but the talent who was selected could not manage to fit the script into the allotted time. Therefore, the client approached me for my advice and opinion.
I was more than happy to assist; I like the challenge! I produced samples for my client to use to show their client what it would sound like if their script as-is fit in the time allotted – I did not use any “speed-up” modification. Instead, I manually erased the minute breaks between the natural spoken word, so that my speech remained organic but the speed was, quite literally, impossible to actually achieve. I then provided my advice that there was one sentence that seemed redundant to me and provided an example read without that sentence. It certainly helps to have experience both as a Marketing Manager and as a Script Writer, so I feel acutely tuned-in to the importance of each word and the overall story that is being told.
The point wasn’t to try to “steal” the project from essentially my VO-Teammate. But rather assist in illustrating what the client’s options were, in a way that could be easily digestible.
This client has also similarly brought to me a script that another VO talent could not read within the time limit, and I was able to do so with ease. Without hearing the other talent’s attempt, I was able to determine what the issue might be based solely on the script, and I provided a “VO-to-VO” bit of advice to give to the other talent, so they could see an alternative way of providing a read; I also allowed my client to share my rendition with the selected VO talent, so they could have a sample of how to do it.
While some might find these actions a “waste of time” or even chide me for doing “free work”, I whole-heartedly disagree.
I am dedicated to each and every one of my clients. I attribute my amazing work ethic to my father, Fred Favole, a self-employed entrepreneur himself, who is not only the Founder & President of Strategic Purchasing Services but has also now developed Food and Bids which, very relevantly, is designed with the customer in mind.
After all, the 101 Business-practice motto is: A Loyal Customer is a Returning Customer.
I would much rather continually earn my client’s trust than be paid for every minute I step foot in my studio. I knew going into this business that my hours aren’t set in stone as “8a-6p” and sometimes, late nights are needed. But nothing brings me more satisfaction than a happy client and an amazing project completed! (even if it wasn’t mine to work on).
As my sister, Christine Favole, (who is a writer, editor, and a document control manager) reminded me, “by helping your VO teammate and client be the best they can be, you ensure the customer thinks positively of the client and VO talent in general.” This is crucial because one of the biggest obstacles Voiceover talent has to overcome, is explaining their worth and charging acceptable rates. If the end-client isn’t satisfied, they may feel they can just do their next project ‘in-house’ for the same outcome (even if that is not accurate) or go with the lowest-cost option, regardless of experience or professionalism. This is a battle everyone within the VO Industry must fight together, and amazing service with a team-attitude can do wonders for the cause.
So often, I read VO Community posts of fellow talent discussing (in general terms, of course!) pay rates, payment scheduling, how to tell the client you will only do one revision, etc. But no one discusses how to retain that client in a long-term, continuing partnership.
The client I spoke about in this article has been tremendously supportive of me, as well. In fact, I joke that I’ve worked with them longer than I have some of my office jobs! I’ve indirectly helped “train” new representatives on the lingo when speaking to talent and I’ve connected with the representatives who moved on, via LinkedIn.
Clients are people and people want to know they are being heard and respected. If you build a “team mentality”, you will find shelter when you need it.
Okay, reader, give it too me straight – was the ending line too cheesy? I wanted a poignant analogy to stick with the audience but I feel I might have gone too far. In full honesty, I wrote this while I waited for a house-maintenance associate to finish his ministrations, so I was distracted and itching to enter my studio to get some work done; I’m an addict, what can I say!