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Commitment to Clients

betmar languages is committed to providing superior service. We continually strive for excellence in these areas:

Accessibility

Communication with betmar languages should be comfortable, easy and convenient for our clients at all times. We will respond immediately to all client communications.

Establishing a Relationship with an Agency

Initial

Consultation with the agency involving specific needs, expectations, etc.

Agency proposes plan to address client's needs.

(Agency offers the advantage of extreme flexibility)

Agency provides initial services thereby establishing claims of quality and reliability

Ongoing

Phone call, eMail, or FAX message alerting agency to current needs produces immediate response

Agency is able to handle current needs efficiently based on understanding of client operation and past experience

Client receives quick turnaround of new documentation and/or revisions to existing documentation.

Quick turn around time

betmar languages recognizes and deals daily with the extreme pressures faced by most of our clients to have projects turned around quickly. It is our policy to quote a project based on a comfortable, workable lead time. However, that time frame is always negotiable based on the client’s requirements.

Whenever clients have pressing needs for quick turn service betmar languages accommodates them, in almost all cases without charging rush fees. Exceptions to this are very rare. If exceptions occur, it may be due to special circumstances, such as holiday periods, exotic languages and the like.

Even in rush situations, betmar languages makes it a policy never to promise delivery on a project on an impossible schedule. Our clients are accustomed to on-time delivery with no surprises, excuses, or unexpected expenses. There are extremely rare occasions when circumstances beyond our control such as a sudden illness or emergency may cause us to fall short of this commitment.

On time delivery

Our policy is to commit to delivery schedules which are attainable. betmar languages does not routinely contact clients with news that delivery schedules cannot be met.

Meeting and exceeding expectations for quality

At betmar languages, we are committed to producing quality documents and providing superior service for our clients.

Commitment to cost control

betmar languages is committed to continued monitoring of costs, technological advancements, and any factors which will allow us to provide better pricing to our clients without sacrificing quality.

betmar languages would maintain a continued dialogue with Thermo King to provide cost effective service including:

Discounting for volume
Batching of projects to save on costs
Seeking cost saving measures

Providing a smooth working relationship

betmar languages works hard to provide our clients with reliable responsive service. We are able to customize our services to address the unique needs of clients as various projects arise.

Clients calling betmar languages during business hours always reach a staff member not a recording. That staff member will direct your call to the person you wish to speak with. If that person is unavailable, the entire staff is trained to assist you with your needs. Information regarding all projects is immediately available from our database.

How we interact with clients

Review project / assemble materials
At the start of a project an account representative reviews all details and aspects of the project with the client. Expectations for the final results of the project are clearly defined. Prices, specific requirements of the job, and a timeline are established at this point.

Any source materials necessary for the completion of the project including paper copies of the source text, copies of existing electronic files, copies of related materials for reference, etc. are assembled. Turn-time for completing all aspects of the project, including reviews, are agreed upon between the agency and the client.

Produce
The project is routed to the supervisor of the translation department who then assigns it to a specific project manager. Assignments are made based on project volume and the unique abilities of each project manager.

Project managers assemble the team of translators, editors, proofreaders and typesetters (typesetting is usually performed in-house). They are in constant contact with all workers on each project. All progress is recorded in our database. Any issues, challenges, or concerns and their subsequent resolution that arise are well documented.

Consistency
Use of careful record keeping and project tracking as well as translation aids such as TRADOS allow betmar languages to establish translation teams efficiently. During high volume periods, more teams are established. Various steps, including using team members from previous projects, are undertaken to ensure consistency and quality for each client’s projects.

This system allows us to manage the flow of work from high to low volume periods.

We meet agreed upon deadlines for all of our clients.

Employee education

Employee education is an ongoing commitment at betmar languages. Our staff is encouraged to further their knowledge of our industry through course work. We also offer periodic staff training in various software programs (i.e. TRADOS, FrameMaker).

Next : Types of services and languages

6260 Highway 65 NE, Suite 308; Minneapolis MN 55432
tel:763.572.9711; fax:763.571.3467; best@betmar.com