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.
I have been blessed to have three precious dogs in my life, and each of them has brought me immeasurable joy. I had no idea, however, that when we got our Labrador Retriever Daisy, in addition to being super sweet and super smart, she would also be super challenging to walk without the right training. A neighbor with two Great Dane pups introduced me to the dog training books by the Monks of New Skete, who have been training dogs since the 1970s. We made the choice to send Daisy for a board and stay training program, and I learned from the brothers that there were a few keys essential to Daisy’s success. We needed to be consistent with her obedience every day and maintain her routine. She would need structured daily exercise. We needed to plan everything- even her walks, to set her up for success. As a small business owner, I realized that in voice over all the lessons that would lead to success for Daisy also hold true to maintaining a successful professional voiceover career.
Now back from New Skete, every day Daisy has to run through her exercises, from leave it and heal to place. Similarly, working on my craft is essential every day. From warm up exercises to practicing cold reading, this is part of my daily routine. I recently reflected on this in my blog about the class that I am taking with Kim Handysides, but in order to stay strong in the reads that I submit both as auditions and as booked work, this daily work is essential to my success.
Just as Daisy needs her purposeful walk, I need a certain amount of daily exercise to stay in shape for voice over, I walk four to five miles a day. I do pilates three times a week. All of that is in addition to my vocal warm ups. When your body is your instrument, you have to maintain your instrument every single day.
In the same way that communicating well with Daisy strengthens our family bonds, doing all of the above plus communicating well with clients strengthens our connections with them. As they can rely on our work being consistently good and being there when they need it, they will be able to trust us for their clients, and in the end that trust is what matters most. As a professional talent, a new booking is great, but when that new booking comes back, it’s almost as good as when Daisy comes galloping towards me.
Kramer is so excited to make a deal that he doesn’t hesitate to jump at 25%. I think this happens a lot in voiceover, especially with newbies, and especially when times are slow. You have to know your value and you have to know and more importantly understand industry standard rates. First the client asked me for a quote. We had a back and forth that went like this:
Here, Mr. Seinfeld did not appreciate the value that Kramer was bringing to the table. His perspective was very one-sided. Often clients need to be educated. When Mr. Seinfeld is in the kitchen talking to Mrs. Seinfeld, they only see the value of their product, they show little understanding of the service that Kramer is providing them with his knowledge of the marketplace. In voice over, some clients do not understand why usage matters. This is why it is always important to invoice for both usage and your session fee on your invoice Every. Single. Time. I have other clients who understand perfectly why it matters and what they are paying for but think that if they are in a very small local area or if their client has a smaller budget then none of that matters. In some instances, for folks who are new to casting voice over actors, they do not understand that they are casting professionals with thousands of dollars in equipment, years of coaching, broadcast ready home studios, and all that we have invested in our businesses. So, as a voice talent, you have to decide what you can live with and what you can’t.
Kramer got good, solid feedback from George. Kramer listened to George. He was inspired by George to go back to Mr. Seinfeld and talk about the terms again. In George, he had a friend he could count on. Who are your industry friends? This is extremely important in voice over. This is no small thing. This is why conferences, holiday parties, and Uncle Roy’s annual BBQ all matter! When I have these negotiation issues I can talk to my accountability group, the ladies of the “VO Powerhouse” as we call ourselves or I reach out to Maria Pendolino and you can actually schedule consultations with Maria to help you bid. I like talking it through with friends because sometimes I need the right words so that I don’t seem like a crazy person. After all, do you want to seem like Kramer when you go back to your clients to “educate”them? I don’t think so.
Both Kramer and Mr. Seinfeld wanted to renegotiate. But there is a right way to say something and a wrong way, and these two, well…they do not really exemplify a way that a successful small business owner typically will build a meaningful relationship with a client. More than getting the rate that is best for you and best for the voice over industry, you also want a client and not a single gig. If you carry yourself like Kramer, or George, you are not likely to build lasting and meaningful client relationships. There is nothing wrong with taking the time to work through something. This week I was able to get my clients to double their offer. While it was lower than my initial quote, it was much higher than their initial offer, and it is a number I am comfortable stepping up to the mic for. Be positive, polite, and straightforward. Know what you are willing to do and be firm about your boundaries. And then book, book, book!
This week I had an unusual opportunity to have a zoom sessions with a few folks who do casting. I was on a zoom call with an extremely accomplished male voice actor based in Vancouver named Brent Miller. Brent and I get to spent about 45 minutes chatting with these folks about our background, experience, best clients, niche roles, and the kind of work we book. Here is a summary of what the Project Managers asked me and how I replied:
I say this a lot: get a crockpot. It’s hard juggling a lot of balls, and if you still have household responsibilities and you have to work a full work day, it’s hard to do everything. Plan ahead as much as possible. I do weekly meal planning for all of our dinners. Another tip for working mom’s is to have patience. When I started I had all of these immediate goals for my 
Oprah. I have always loved Oprah. I actually came face to face with her once at the Jefferson Hotel in Washington, D.C. I was speechless. She looked amazing and said hello and I stood there mouth open and no words could come out. Nothing. Silence. But I have dreamt of speaking to her and collaborating with her and going to her school in Africa. I have dreamt of contributing in any way to one of her many amazing projects. I have fantasized about collaborating in numerous ways.
It should not come to that. On the two way street, if we provide the audio, we should be paid, regardless of whether or not it ultimately makes its way to where it is supposed to, that is not part of our deal. We record. We deliver. We are an absolute delight to work with. That makes a voiceover talent a good client. The rest is up to our client to do right by us, and most of the time they do:)
