Client Relationships

Fiction Audiobook Narrator Award: Readers Favorite: We Won!!

November 25, 2024 by Laura Schreiber

Winning Silver

While I am still glowing from an incredible weekend at the Readers Favorite awards event celebrating our win of the Silver for the best Fiction Audiobook for the Girl in the Toile Wallpaper by Mary K. Savarese, I figured I would put pen to paper and try to capture the joy of the experience because it really was truly special! When Mary let me know that she had submitted our audiobook and that we won, I was simply elated. We work so hard on these books and put so much of ourselves into them. When you have a passion for what you do, there is simply no other way. Then, to have someone you work with submit is thrilling and to actually have your work recognized and honored amongst such other great talents is extremely meaningful and is not something I take lightly or for granted.

Sharing the Win with Mary

When Mary, the author, informed me that we won for our audiobook I was so excited! She actually lives in Florida and invited me to come down and stay with her to share the win at the Readers Favorite awards ceremony in Miami. I thought about it for about 30 seconds before logging into United Airlines and buying a ticket! As Mary put it, we could attend the weekend festivities together and celebrate as a team. What could be better?

Why it was Meaningful: A Great Collaboration

As I reflect on my experience not just this weekend but in working as the audiobook narrator on the Girl in the Toile Wallpaper in general, this acknowledgment was so meaningful because of the relationship that Mary and I built as professionals collaborating together. Each step of the way we listened to each other, made time for each other, and were responsive to the other’s meaningful feedback. It was the picture of what collaboration should be and the work that resulted was something that we are both so proud of!

The Riders Favorite Experience:

Upon my arrival in Florida, Mary drove us down to Miami for the Book Fair. Readers Favorite had their own tent where all the winning author’s books were for sale for ten dollars and the money was a contribution to St. Jude’s Children’s Hospital! The tent also served as a central gathering place for the Readers Favorite community to stop by and get to know one another and see our books on display. It also happened to be a glorious, sunny day and we all enjoyed our time there.

Mary and I met many of the other authors both at the tent and at the evening “Meet and Greet.” Everyone was so lovely and down to earth. It was thrilling to hear people’s stories and learn about what motivated them to write their stories. Honestly, it was refreshing to not talk politics and that not a single person mentioned AI the entire time! I was thrilled.

A common theme that came up repeatedly over the weekend was not to wait to share or write. If you have something that you want to say or do, do it. It is amazing how many different people said this in different ways. I also was delighted to see how many working moms were inspired to make a difference and set an example for their children. One woman even had her medal put on her son’s neck and shared she would not have had the strength to write without him. It was one of the many touching and poignant moments of the weekend.

Gratitude

In life I always have an attitude of gratitude, but this whole weekend there were so many moments big and small that I appreciate! I was so thankful just to be there. I was so thankful that I recorded the book in the first place. I was so thankful for Mary and her husband Vinny’s hospitality and warmth. I was so thankful to meet so many kind and interesting people. I was so thankful I was able to arrange to go and that my husband could watch our dogs. I was so thankful that in a world with so many super talented narrators our audiobook won!!! I was so thankful that my flights were on time and there was no travel drama. The list goes on and on, but the sum total of all of these little moments is an overall experience that left me filled with joy and with memories to hold onto for years to come!

Next, Mary and I will be collaborating on the next booking her trilogy, the Starwriters Club, in the spring of 2025, so do look out for that!

Scheduling Tips to Book Like a Pro

October 15, 2024 by Laura Schreiber

Having a Schedule Matters

As full time, professional voice actors, it can often seem like there is not enough time in the day. I can’t tell you how often my to do list carries over from one day to the next, with priority given to booked work, live sessions, and coaching students. There is always a difference between what has to be done and what can wait, and essential items like booked work typically can never wait. Some might say to higher a VA, but as someone who has never had great luck with a VA, I am always striving to improve my time management skills. Over the years the have improved. My children have also gotten older. The combination has enabled me to improve my scheduling so that I can book more work. Here are some scheduling tips to help you book more work:

Google Calendar

I switched to google calendar a few years back and this was life changing. This enabled my calendar to sink on all my devices all the time, everyone. It has several features that I love:

I love that I can block out chunks of time in different color
I love that when I am going somewhere (like a VO conference) I can add locations and ticket attachments as a PDF. For those of us juggling way to many balls this is amazing
I love that I can send calendar invites to guests also sharing an event.
I love that it integrates seamlessly with other apps like Apollo, Evernote, and Calendly!
I love that if an event or task changes it is easy to edit.

Calendly

Calnedly client Dashboard — This is what clients see when they log into Calendly,

Years ago I decided I needed to make my scheduling life easier, and Calendly was the answer to all of my prayers. Are you ever tired of the constant back and forth about when to schedule a zoom and how to accommodate your clients or industry friends? I sure was? Calendly put an instant end to all of that. Different types of calls and zooms are available. I have it as a drop down tab on my website. If someone needs to change a time, no problem, they go back in and reschedule. The best part of all is that this syncs seamlessly with Google Calendar which of course syncs with all my various devices.

Calendly User dashboard — This is what I see as the user when I log in. Notice all the functionality options at the left to set my settings.

Without Calendly, I would almost certainly need a VA to schedule my appointments at this point in my career. I simply do not have time for the back and forth conversations and to coordinate between coaching students and voice over clients. Often peoples’ schedules change. I also do not have time to have repeated conversations about the same session. Calendly makes all of this seamless.

Let’s say you never want to work Thursday afternoons because you have a prior commitment. No problem, so set that up in your availability settings. Perhaps your accountability group meets every Wednesday night. That’s fine too, just block the time. Calendly let’s you make yourself available when you are and carve out the time when you are not and you no longer have to explain it!

Planoly

I confess I have a love/hate relationship with Planoly. Her my many years in business, sometimes I am super focussed on it, sometimes I can’t bear to use it, and I think it simply depends on how much I have to say, how much is happening in my personal life, and how much is happening in the studio. With that caveat aside, Planoly allows you to pre-plan and line up your social media posts on sites like Instagram, LinkedIn, Facebook, and X. You can line them up a month (or more, I think) in advance and they will automatically post for you. You can even pre-plan stories, which I find to be mind-blowing.

There are several pros to this. Planoly allows you to sit down in one fell swoop and make sure, in just a few hours, that posts will happen and you will indeed have a social media presence. Whether you do it or a VA does it, it will get done and those posts will go up! You will have a chance to build great branded content and can cleverly weave themes throughout which is quite nice.

There are cons as well with Planoly. Let’s say there is a natural disaster or terrible, tragic event, whether it be in your personal life or on a national scale. But now, you have used Planoly, and regardless of what is going on in the world, you have a post going up at 3:10 PM on all fronts that is all glitter and hearts. This may not be idea. It may go with your brand but yikes, it may be all kinds of wrong. You need to make sure that wherever you are in the world you can stop or block such.a post in the event of an unforeseen emergency.

Paper Lists

Weekly Planner — I am obsessed with this weekly planner!

Yes, I confess, I am still a woman of a certain age and even though I could do it all with Google tasks and phone apps, there is something about having a paper list and seeing it in front of me. I confess I use several different paper items because I love them so much. I use a paper weekly planner for on-going brain storming so my ideas don’t get lost, I use 3 x 5 cards because I love the size and feel, and I use paper “to do” lists because a girl who has a love of lists can never have too many lists. I’m not kidding, I actually love the paper products and I make no apologies for it.

Hiccups

Nothing is perfect. In VO, a lot of my work books very last minute. Many of my commercials which require Source Connect sessions come in same day and then require that something be moved. It just happens. The other problem is that I am, at the end of the day a human and a working mom and I mess up. Sometimes I schedule everything I’m doing on google for the 1st of the month and then nothing gets blocked an I am double booked. That really stinks. Try not to do that! It is apparently google’s default. I also apparently often put actual religious holidays on the wrong day. I am Jewish and observe a lot of holidays, especially in the fall. We actually go to synagogue, so I cannot take bookings those days, and this year I accidentally left the second day of Rosh Hashanah open. Oops! Basically, you can make mistakes with all of this and the only way to catch it is to inconvenience people and it is very, very annoying. Some people will be kind and others will make snide remarks.

Lessons

Over the years I have learned that trying things and learning from other industry friends is generally a help! Be adventurous, test things out, and see what works for you! You will have opinions and will like some things and really dislike other things, but you won’t know until you try.

Case Study in Good Customer Service: Trader Joe’s and What Can Be Learned

February 13, 2024 by Laura Schreiber

The Text

Yesterday morning my husband and I woke up to a text from our daughter Emma. Emma is a sophomore in college a small liberal arts school in central Pennsylvania called Elizabthethtown College. She texted us this photo of gluten free donut holes. She said she urgently needed us to go to Trader Joe’s right away to get them for her. She was concerned that they would sell out immediately. Even though Emma has a car, there is no Trader Joes near her school so she was very much hoping we could help her out with this.

Our Mission

Harlan had to travel for work yesterday, so tasked with our highly sensitive and urgent message, as soon as the store opened I went to Trader Joe’s, armed with my iPhone so that if need be I had the photo. First, I did two laps myself, looking in the logical places I thought they would be. No dice, the donut holes were no where to be found.

The Rescue Team

Not wanting to disappoint me super sweet kid, both because she is super sweet and because I am totally Type A and could not leave without the donut holes, I sought assistance. The first guy was working on oranges. He went to where he thought they’d be. They were not there. He pulled in another gal who then pulled in a third woman from the bakery who then pulled in a fourth woman, a manager. So yes, I had FOUR people helping me look for the donut holes. We worked hard and were thorough. Two of them were positive they had been in the store.

Ultimately, the manager took to the computer. She discovered that the highly coveted donut holes needed to be special ordered. They placed an order and told me to call tomorrow morning and that they would set some aside for us. I felt so valued and was so appreciative of the help. Then, as if that was not enough, they let me take a lollipop even though I had not located the stuffed turtle hidden somewhere in the store. I’m not kidding.

Customer Service Takeaways

If Trader Joe’s was being ranked as a business or a super marked or for what kind of human beings they were, basically on every single lever, they deserve an A plus plus. As voice actors, we can all learn a lot from their behavior and over all mentality so let’s take a moment to dissect what happened at Trader Joes:

They were a shining example of team work. One person did not need to steal the show. They worked together to accomplish a common goal. In voice over some of us have the opportunity to work as a team. Whether we are demo producers and have partners, or work on a multi-talent cast, or are at a conference and are on a panel with industry friends, sometimes we are fortunate enough to work with others. This is our moment to take a note and lift everyone up. It goes back to the old falcon saying, “the rising tide lifts all the ships in the harbor.” This has always been my experience in VO, and it was for sure my experience at Trader Joe’s. I am quite sure this is why the store is packed as soon as the doors open on a Monday morning, and if you want your voice over business to be booming, this is a great lesson to learn!
In this incidence, the price tag didn’t matter. I did not go in saying I needed 100 boxes of donut holes. I was not some prized Trader Joe’s client. Yet each member of the team treated me like I was the most important sale of the day. I will confess that this is an area where even I need to do some re-thinking. I do not treat all of my clients the same. I certainly will treat a national spot differently than a $200 one-off gig. Perhaps this needs to be re-thought. It made me feel really good to be helped and values, period.
At Trader Joe’s the employees bent over backwards to help. I do always try to do this. Whether I have a voice over client, a demo client, or a coaching client, I want their experience working with me to leave them feeling exceedingly happy. In a business like VO where clients have an abundance of choice on all fronts, I am extremely appreciative of their trust in me and in return I ben over backwards to work as hard as I can to do a good job.
At Trader Joe’s the entire experience, from beginning to end, with the lolly pop, was extra. I try to do this! I am always reachable. I have helped get students on rosters of clients and agents. I have redone their resumes. I audit their auditions. But being extra is typically not something that is asked of you, it’s just something you bring. So my friends, bring it!!
Most importantly, my recent shopping experience left me, the, client feeling valued. When it comes time to go back… where will I go? That’s right. And that is how we want each and every one of our voice over clients to feel.

We want to do our very best in voice over always. Well often times being and doing our best has nothing to do with our sound and our audio. A lot of the time it has to do with who we are, how we treat others, and the services we provide that go beyond our voice.

Often the voice over is the last piece of the puzzle. Video producers and others who are casting may come to you very close to the deadline and need help to make their project incredible. We have an opportunity to take their time of stress, take them by the hand, and turn it into something wonderful. As someone who also coaches and does demos, it’s the same thing. I can use this as a defining moment in someone career to help make it memorable. My experience in Trader Joe’s can only be described as excellent. I only want to leave my clients feeling this way.

Pickups and Revisions: What’s Your Policy?

January 31, 2022 by Laura Schreiber

Why Voice Actors Need a Policy for Pickups and Revisions

As a full-time, professional voice actor, I love working with repeat clients. I love delivering finished audio I can be proud of, and over the years I’ve come up with a few strategies to reduce the number of pickups I have to do. It is important to understand the difference between pickups and revisions, and how live sessions come into play.

Just What is a Pickup

A pickup implies that you, the voice over talent, have made an error, and typically any and all performance errors are covered by the actor regardless of the size of the job’s budget. This could mean that you misread the script, it could mean that there is an odd noise in the recording and it is obscuring your work, or it could be a performance error. Perhaps you were meant to sound calm and relaxed and the client feels you give off an agitated vibe. Any of this constitutes a pickup. When I book a job, I do ask clients to give me the courtesy of asking for pickups and deliveries within 48 hours of when I give them the finished audio. Most do. Some don’t. How flexible you want to be is up to you, and makes a difference in how you feel about your relationship with the client.

What is a Revision

A revision is different than a pickup. A revision implies that the client has changed the script. Typically this means that they got your VoiceOver audio back, reviewed it, and then decided to make tweaks. For me, for jobs over $250, I include one round of minor revisions which I define as less than 20% of the script within 48 hours of delivery. If it is after 48 hours or more than 20% I charge $75 per 30-minute revision session. If the revisions are more than 40 percent of the script I adjust the rate. If the script starts to look more than 3/4 different and it is a long narration, then it becomes a new job, and negotiations begin. This is not common. In all my years as a VO talent and coach, the two times this has happened, the clients were upfront about the revisions and offered me a new rate before I even had to start worrying. If you are noticing, they are noticing. In terms of the turnaround with revisions, again, you have to decide what you can live with. For example, I work with some eLearning companies that take quite a while to review their work. For me, this is not a problem and I am happy to wait.

Throwing a Live Session into the Mix

So you have a session for Source Connect, Zoom, or Skype. Wonderful. What should your pickup policy be? Audio from a live session is always final delivery. Period. The session should not end until the clients have what they need. This is the industry standard. If the client comes back after a life session and wants a re-record, you are entitled to a fee for an entirely new booking. Basically, you have made yourself available to however many people from their team are on the call, from the producer, to the creative director, to the folks from the brand. They have plenty of time to give direction, chat, and get all that they need from you. You are not in any hurry. If, after the spot is produced, they decide to take the work in a different direction, that’s fine. They can pay you for another session.

Tips to Avoid Pickups and Revisions

In the end, here are some tips I have come up with that leave me having to do very little pickups.

On jobs under three and a half or four minutes, I deliver at least two takes. If a client has options, they are less likely to come back to you wanting more.
I deliver wilds of the end. If there is a talk line, give them lots of options of the end as you would in a live session.
If there is something that may have an unusual or unexpected pronunciation, either try to call the company and hear how they say it, or fine it on YouTube and avoid having to do the retake for that. If you can’t find it, give them wilds of the word or sentence with different pronunciations.
Try to review your audio several times before you submit it. If you are new to VoiceOver, this is a reminder that you need to do your editing for correctness to script before adding EQ/Compression/Effect stack.
If you have a long narration, I actually edit page by page. I go through each page twice before moving on to the next one. I catch my errors and it gives my voice a break.

Ultimately Why Pickups and Revision Policies Matter

In the end, we want our clients to have a great experience working with us. We want them to come back to us over and over again. If we lay out our policies clearly, and there is no room for ambiguities, communication should be seamless. Expectations should be clear. Relationships are built on trust, and when policies are consistent, because there is, in fact, an actual policy, it is much easier for a client to understand what they are being charged for and why.

Client Communications Checklist: How to Best Communicate with a Voice Over Client

October 19, 2021 by Laura Schreiber

By Laura Schreiber & Voice123’s The Booth

This article is sponsored by Voice123.

You nailed the audition! Your voice is exactly what the client wanted and it’s that project you had a special feeling about. Now comes the difficult part; maintaining successful client communications throughout each stage of the project.

It might seem easy since you already landed the job, but keep in mind that clients need to see value to continue the relationship or work with you again in the future. So when working with clients, whether it’s an audition, a direct booking, a booking from an audition, or a repeat client, you only have one chance to get that first communication right! When they reach out to you, it is up to you as the voice talent, to set the tone for how the communications will go. A warm, friendly, helpful response goes a long way in every scenario and helps to build the foundation for a great talent-client relationship.

Do your best to make them happy every single time!

Common miscommunications when working with clients

Miscommunication issues can take many shapes and forms. Messages can be taken out of context by cultural differences and delays can creep in if both parties are in a different time zone.

I have worked with international clients and had some miscommunication issues, so often the more information that you can spell out at the start of work, the easier it is for everyone.

Worse-case scenarios: A client gets offended, gets the wrong impression, or pulls out of the project. Or a voice actor could jump the gun, miss a deadline, or drop the ball altogether by missing an important project requirement.

How can these negative situations be avoided?

From the first communication with a client, it is best to understand the intentions behind the project. If you can, ask questions about the tone of the project and specifically what they are looking for. Knowing the answers to these and other vital questions in advance of doing the work leads to successful client communications and also confirms that a booking is a booking.

To help you with this, here’s a checklist of vital points that you need to go through beforehand.

Ask the client if they have a scratch track.
Ask if they know what music they are going to use. (This helps me understand the tone and the pace of the voice over.)
Confirm the file format. WAV, MP3, or both?
Confirm if the client needs raw or edited audio.
Confirm whom, where and when to invoice.
Confirm your service agreement, payment, and revisions policy.

A key takeaway for clients, in this case, is to contribute to a faster process by responding in a timely manner, being transparent about project details, and keeping a voice actor in the loop regarding any changes or delays.

How to manage client expectations

In general, all back and forth client communications should be prompt. If you are replying to an audition request, it is to your advantage to submit on the early side. Personally, as soon as I get an audition that looks appealing, I try to submit it. If you can be in the first ten submissions, that is ideal. Sometimes it is hard because of differences in time zones, or the demands of another project, but early submission is the key to getting booked. Once the client hears what they need, they will cast the job. They also would rather work with a talent who is responsive.

When replying to emails, whether for an audition or for a booking, being available makes you easy to work with. If you reply quickly and are transparent in your business practices, you are far more likely to gain a client. Timing matters. If a client has a deadline, you do not want to be the reason why they have to push their deadline. Instead, make it easy for them to get what they need by both responding promptly and submitting promptly.

Make all replies personal so that the client feels heard. Be sure to respond to all of their asks in your email and cover all bases. This also includes your turnaround time, pickup/revision policy, and payment terms.

Do’s and Don’ts for setting the right expectations

Don’t feel shy or afraid to outline your terms. Clear and transparent client communications benefit everyone.
Do find out the client’s intentions behind the project. Are they trying to increase sales, or drive more traffic to their website? And what is their target audience?
Do ask about the tone of the project. Often, the client has a specific sound; a voice in their head that they’re trying to match. Asking for an example such as a celebrity, similar sound, or even one of your samples could point you in the right direction.

But how does this translate into a written message when working with clients? Here are some specific templates that can be copied and tweaked to suit your needs.

Template 1: If you missed a client’s message

Hi, Name,

I am so sorry for the delay!

I had to ________, but I am definitely available now. I always aim for professional and fast communication so I really apologize for this.

If you’d still like to move forward with this, I’m more than happy to make it up to you by adding ____ free revisions instead of _____. And also willing to _________, as a gesture of good faith.

Let me know and once again, sincere apologies.

Check out the full list of free Client Communications Templates here.

To sum things up, successful client communications are all about knowing what to say, how to say it, and when to say it. Don’t leave anything to chance. Prepare your communications ahead of time, follow the right format and tone, and always follow the 3 Ps when working with clients:

Professional, Punctual, and Polite.

But there’s so much more to communicating and working with clients. Read the complete Client Communications Checklist For Voice Actors in Voice123’s Voice Over Guide.

Turning a VO Booking into a VO Client

October 18, 2021 by Laura Schreiber

So You’ve Booked It!

Congrats, you’re a working voice over actor and you’ve booked a gig. Let’s say its a VO for a commercial, and let’s say for the sake of this blog that you booked this 30 second spot on your favorite pay-to-play. Your stoked not just because we are always pleased with every booking, but because it’s actually a rate you deserve. Yippee. So, how do you take this one-off and turn it into a client that keeps coming back over and over again for years?

The Platform Matters

In general, the platform you are on matters! Some pay-to-plays and even many rosters do not allow you direct interaction with the clients. The client belongs to them, not you. Their goal is for the client to come back to their site, to their platform. You, the paying talent, are only a means to that end. Other pay-to-plays, in contrast, let you interact directly with your client. Do your homework and start booking on those sites. Wouldn’t it be great if the next time the client needed you they just came directly to you, and you did not even need to audition? And wouldn’t it be great if that happened over and over with multiple clients? That’s how you build a business!

Bending Over Backwards

So let’s go back to this client that you’ve booked on this pay to play for a commercial that you can interact directly with. Let’s say this job comes in on a Saturday and it’s a “Rush” job. Do you actually have anything else going on? Did you really need to re-shuffle your life to accommodate them? To me, if the client is already paying a nice rate, I would rather dazzle them with my super fast turn-around time and ease of availability than nickel and dime them. After all, how does it make you feel when you are charged extra for every little thing by a service provider? Instead, make it easy for the client to get exactly what they need as soon as they need it. Do an awesome job right away. Do you know what will happen if you do your job well and quickly? The client will be happy.

Building a Relationship

In the course of your email discourse, try to start getting to know your client. You can start with the basics: ask them how they are and share a tidbit about your day or your week. If you live in a different region, chats about the weather can actually be riveting. I happen to be a working mom, so I love bringing that into the fold. Holidays and birthdays are also great ways to get to know people. Studio pets are also a wonderful conversation starter. Then, when you speak next, circle back to what you already know.

Express Grattitude

Every job matters. Clients have a choice when casting and we are lucky to book what we book. An attitude of gratitude goes a long way. At the very least, send a hand-written thank you card. If you have an international client, send a virtual card. Let them know that you appreciate their business and act as if you are part of their team, because you are! Wish them well when presenting the finished audio, and mention your next collaboration. And in thanks. Sometimes, for larger projects, a thank you gift is appropriate. From agents to project managers to video producers to creative directors, it depends who you are working with and what the project was, but I have sent gifts ranging from Starbucks gift cards to chocolate to giant containers of popcorn.

Keep in Touch

Make sure to maintain a relationship with your clients! You already know they like you, they already cast you once! So, don’t lose contact. Sometimes newsletters are great for reminding them that you are still available. More personal quarterly check-ins are, however, extremely important. You can share a tid-bit of wrk that might be relevant to them as well. You can check out their social media and new content and engage and comment on it. It’s really important to be genuine and actually have something to say, but it’s also important to simple stay top of mind. Your voice many not be perfect for every project, but you don’t want to miss out on a casting simply because the client has forgotten that you exist. Be present. Engage. Be the talent they are thrilled to hear from.