How Did I Manage to Mis-Quote the Client
For the first time in my five years as a full time voice over actor I mis-quoted a client. In truth, I was extremely tense about the election results so if I did not make a mistake here I could have made one some where else. A new client found me on LinkedIn for a toy project. I have a tight NDA, but I can say that it’s a toy and right away my voice seemed like the perfect fit for this project.
The first mistake that I made was that I opened the script on my phone. I was in my booth doing an eLearning job. I think we all feel that sense of urgency to reply promptly so that the client doesn’t go to another option, and I had so many screens open in my booth, that it seemed easier at the time to look at this on my phone. The client sent an excel spread sheet. At the top of the spread sheet were four highlighted very short sentences. I looked at the spreadsheet several times, did not see any other content, and each time I checked it was on my phone. It was my understanding that these highlighted lines were the entire script.
To be clear, I am often sent very small scripts in different genres, so this in no way seemed odd. I do a lot of commercial work, and there are a lot of short, 15 second, commercials. Even in eLearning, sometimes I am cast for one short role in a module, so this short script for the toy in no way seemed unusual. When I replied to the client, I was very clear to outline my standard toy rates, my toy revision rates, and what my quote would be for this job given how short the script was. I explained that I would provide two versions and the audio would be in what ever form they needed, fully edited, and ready for use. The client responded that they would be moving forward in the coming days.
How I Realized My Error
When the client had their final script, they emailed me an NDA and a contract. Then they emailed me the finalized script which was again an excel spreadsheet. In the email they confirmed the initial rate. To my horror, I realized immediately that I had under-quoted the client significantly. The script was not 4 lines, It was 154 lines. Further, they needed the files split which was also not included in the initial bid. My heart sank. I never want to disappoint a client or to make their job harder. I genuinely thought the job was the first four lines. I am not clear whether or not the client was also questioning if the bid covered the full scope of the project by the way their email was written, but I still had to re-quote. With all the work I had, I would be spending a good deal of time on this and could not do the job for the rate I had initially quoted. I felt, though, like a buffoon.
How did I Decide How to Handle My Mistake
Immediately I messaged my accountability group with whom I speak to all the time, every day. I trust these women more than anyone to lead me in the right direction. When they did not respond within minutes, I called them. Two of them were actually together at that moment, and they helped me draft a thoughtful and sincere email to address my error and revise the quote. It began with “I do apologize but…” I felt awful about doing it but I also could not live with myself if I did not. Interestingly, it was the opinion of two of the others in the group that the error was mine and I should do the job at the lower rate. They pointed out that I risked both losing the client and that if this client knows other clients I risked tarnishing my reputation. I weighed my options and sent the email with the revised quote.
What I would do Differently Next Time
- I would open the email on my iMac.
- I would not be in such a rush to reply. The few minutes could save a lot of aggravation later.
- If I was unclear about the scope of work I would call the client.
- I would ask more questions before doing the quote.
- I would give a tiered quote (which I often due) that covers different lengths of work so that I am covered either way.
How it Worked Out
The client was not pleased when she got the email with the revised quote she had to go back to both her team and to the clients for approval. The next day I heard that they were ready to move forward. I ended up having to call the client. When I downloaded the excel spreadsheet, I had some formatting issues as a Mac user. I called the client and they were extremely helpful. It was actually great to speak with them and have yet another opportunity to apologize and let them know that I genuinely did not intend to make things difficult for them. Our chat went very well and I am extremely thankful to have laid what I hope is the foundation of a good working relationship.
As a professional voice over actor, I can say I interact with industry contacts as just that, as a professional. I get auditions, I submit auditions. It is non-emotional. It’s business. When I connect with people on Facebook or LinkedIn, it’s business. I’m delighted, but still, it’s a business contact. Yet, there is a degree of trust that we must assume when we interact with clients and new contacts alike in the voiceover industry, right? Voice actors like myself often send recorded audio to people, whether they be clients or prospects, that we actually know very little about, and when we do this we trust that the audio we send is being used under the agreed upon terms. We trust that it is not manipulated. We trust them with our contact information. There is a lot of trust going on. For those of us who are working mothers, who have a family at home, we have a lot invested in the businesses we have built, and this trust is no joking matter.
I posted in the “Voice-Over Mamas” Facebook Group asking other working moms in voice over whether they use PO Boxes and their phone numbers. Their were quite a few established talents who do use PO Boxes, but less for safety and more for making sure that clients who pay by check always get the checks to them. It seems that everyone in the group used their real mobile phone.
Besides feeling shaken, I have not changed my setup yet. I have lots of questions. I think more than changing what how I am set up, this icky feeling (for lack of a better word) will stick with me. This feeling of vulnerability is not a pleasant one and I think that when future contact behave in a way that is outside the norm I will simply pass on the opportunity. I am not desperate for work, I am established in my career. I would rather forgo something that does not seem right than expose myself and my family to potential harm.
As a working mom, when I heard that there was a voice over conference with a focus on “the business of the business” right here at home in NYC, I did not hesitate to sign up, especially when I learned that Carin Gilfrey and Jamie Muffett were running it! From the start, VOcation was extremely well conceived. There is something so special about a conference run by voice actors for voice actors. It goes beyond the over all vibe. From the little details like having talents sign up to announce the speakers, to the clever swag they gave away, this dynamic duo thought of everything.
Any solopreneur can tell you that marketing is essential to maintaining client relationships and growth, and the VOcation team sure had this in mind when they planned key sessions as well. I very much enjoyed Tracy Lindley, Joe Davis, Brad Newman, and Tom Dheere. I have heard Tracy, a LinkedIn expert, speak at other conferences too. To her credit, she always speaks about something different. This time she focussed on strategies for effective messaging. I hung on her every word and ate it up: it’s as if she knew just what I needed and was talking to me! Thank you, Tracy! Joe Davis of voice actor websites spoke about best ways to optimize your website for SEO. Joe’s team has been doing my website since 2015, so I enjoyed getting the most up to date tips from him. Like Tracy, Joe exudes a passion and genuine eagerness to help others, which makes him a true joy to be in the same room with. Good choice again, Carin and Jamie! I confess that I did not get to attend Brad’s break out session but to plan to attend at WoVoCon. I have the slides and they are incredible. Brad is super smart and I trust his business instinct any day of the week. He has been doing my hosting for years and I can’t wait to hear him speak. Last but certainly not least, was Tom Dheere. I was so excited to meet Tom and learn from him. I have a few industry friends who have been coached by Tom. I see why they all like working with him. Tom’s organized approach to Direct marketing would teach any new talent how to build a strong foundation. The marketing components of the conference were great!
Lastly, I have heard from friends who were not at the conference that they had friends who complained about the venue and the picnic lunches. My response is that they need awareness about NYC. There will never be a shuttle in NYC. It is not that kind of city. I heard someone complained it was near the subway. In New York, it is a luxury to be near the subway, so having the venue directly across from the express subway line was very, very smart of Carin and Jamie. Further, space and food are extremely costly in New York. Options for talent were either to go out to eat on their own as I did or the provided lunch. There is always a choice, you just have to understand your options. For those who are not local, perhaps a better approach might be to reach out to one of us in advance next time, I’d be happy to go out for lunch and go shopping:)
