Ruth E. Thaler-Carter, Owner
An American Editor
Once again, I’ve been inspired by recent posts in various places, this time ones that focused on complaints — either how a writer or editor can respond to a client’s complaint about their own work, or how an author or their editor can respond when someone else creates problems with a project.
Heading off problems before they arise
Of course, the best way to eliminate client complaints is to do great work, regardless of your niche — writing, editing, proofreading, layout, production, etc. Just be very careful about what you offer. Guaranteeing or promising perfection is a landmine. Many of us do turn around essentially perfect work most of the time, but we’re all human, and mistakes happen — our own, on occasion, and by people farther along the publication process whom we can’t control. There also can be differences of opinion about style and voice that create appearances of imperfection in the eyes of clients, readers and others who see the work.
One preventive option is to use your website, and maybe even your e-mail sigline, to say that you don’t guarantee perfection. Most of us provide results that qualify as perfect, but I never guarantee such a level of performance — I promise excellence, but I don’t guarantee perfection. Too many things can interfere with achieving perfection on every single project, no matter what your editorial niche might be and how excellent your skills.
Depending on the editorial service(s) you provide, it’s also smart to include contract or agreement language saying that you do not guarantee perfection, and are not to be mentioned in a dedication or acknowledgment unless you’ve seen the final-for-release version of a client’s document and are assured that it won’t be changed after that point. Being thanked for work that gets changed for the worse after it leaves your hands can be horribly embarrassing.
When the complaint goes against you
Many writing, editing, proofreading and other publishing-world colleagues wonder about how to handle client complaints. Some say they can see themselves “firmly yet politely providing an explanation,” and possibly offering a (reasonable) refund or a discount on a future project if they were responsible for the problem. If the issue appears to be major and the client is furious, though, then what? And what if the error is someone else’s doing?
First and foremost, don’t panic. We all make mistakes, and many complaints are much less major than they seem at first. And the problem might not be your fault.
Sometimes all the client wants is your acknowledgment that you goofed, so it makes sense to apologize — but without offering anything until you have a better sense of what happened and what the client wants. A response might also depend on what the client thinks went wrong; the problem might have been caused by someone other than you (including the client!) or not even be a real deal, merely a difference in perspective or definitions.
Once you’ve identified the problem or issue, you can respond effectively. If you missed a couple of misspellings or similar somewhat minor errors in a document, apologize and consider offering to give the manuscript one more look at no cost, assuming it hasn’t already gone out into the world.
If the piece is already in print, the apology and refund or discount might do the trick. With some projects or publications, it also might be possible to redo the material and give the client a new version to republish or reissue. Bigger issues call for bigger approaches.
There have been plenty of instances of self-publishing authors finding a lot of errors in their published books, or being alerted to or criticized for errors by readers. One of the most-common reasons: Somehow the author, or someone on their behalf, uploaded the wrong file for publication. Maybe the author didn’t know how to accept an editor’s input and changes. Maybe the author misfiled the corrected, final version of the manuscript.
Another common reason for errors in published work is that a well-intentioned layout person or designer made changes in the text that introduced errors. Or that the author didn’t have the project proofread before publication.
That doesn’t only happen to independent authors, by the way, although it’s more rare in traditionally published books. I bought an expensive hardcover traditionally published book a few years ago that started with a missing map and was rife with typos on almost every page. It was so egregious and outrageous that I contacted the publisher and author, who were mortified. The publisher said the wrong version of the manuscript somehow got into production and publication, and that they’d reissue the correct version. (They sent me a different book by the same author to make up for it, and I have no idea whether they ever did a reprint of the messed-up one.)
Of course, readers find and comment about errors in published works because many independent authors don’t pay for editing or proofreading before leaping into print. That’s why it’s important for us to identify the actual problem and who was responsible for it — not to mention whether there even is a real error — if we do get a complaint.
When errors aren’t your doing
An editing colleague recently encountered a problem with work on a client’s book that had nothing to do with the editor. The colleague had completed a copyedit for a client who then used a book designer to complete the final layout and files for self-publishing on Amazon, and the designer made changes that created errors in the published version. The errors weren’t in the original draft that the author gave the designer, nor in the first proof. The copyeditor thought they were the result of a sloppy find/replace by the designer, and wanted to know how “egregious” this was.
My response:
“VERY!”
(Please note that I know a lot of talented, skilled designers who would never do something like this.)
I suggested that the author tell the designer something like: “I am very upset that you made changes to my book that introduced a substantial number of errors. This is not acceptable. I expect a refund for your services or a revision at no charge.”
I would advise an author to ask such a designer for a refund rather than a redo. Asking them to redo it at no cost is a big maybe, because that designer clearly can’t be trusted, maybe even with very clear, firm guidelines about not making any changes that you and the author don’t see. It would probably be smarter to find a new designer, and to insist on seeing the final version before letting it go into production and release.
If such a designer has control over the files of the error-filled edition, tell them to send the files to you (so a new designer can handle the new edition), but don’t say that you won’t use the designer again until you have the original files in hand or know whether the files will be provided. If they refuse, you and your author will have to correct the first edition and do the new edition yourselves from scratch, but that might be safer than trusting it to someone who has proven to be problematic.
If you find yourself in a similar situation, make sure that (a) you and your client(s) don’t use that designer again and (2) all future projects include language requiring that you and your client(s) see any versions that a designer has changed before publication!
No one should have to search for errors in their publishing projects caused by changes they don’t know that someone made.
Other people’s errors in our work are painful. I recently had to explain to someone I wrote about for a newspaper profile that the typo in the article’s headline was introduced in production, when someone changed it from what I submitted; at least it could be fixed in the online version, but it lives on in the print copy. And I still bristle over a misuse of “its/it’s” — something I would never get wrong — that someone else introduced years ago in a big, bold callout quote for one of my favorite magazine projects back in the days before digital publishing; I felt that I couldn’t use it as a portfolio sample because there was no way to let prospective employers or clients know that it wasn’t my mistake.
Possible responses
When colleagues ask for strategies for dealing with upset clients, I’ve responded along these lines:
“I tend to work fast, so I consciously slow myself down and give everything a second look before sending projects back to reduce the likelihood of upsetting my clients by missing something. I also take time to go over details before I start on a project, ask about or check for style preferences, etc. In more than 35 years of writing, editing, proofreading and freelancing, I’ve only had a couple of bad experiences that were my fault. If an issue were to come up, I would remind the client that I promise and provide excellence, but don’t guarantee perfection.”
If a client wants a refund or discount, look at the context very, very carefully before responding or acquiescing. I’d rather not set a precedent for a refund or a discount. If something really were my fault, I’d consider providing a partial refund that represents a reasonable response, or offering a discount — again, on a reasonable level — for a subsequent project. Some of us will provide a refund at a few cents per error; others offer a discount (I wouldn’t go higher than 10%) on a new project.
A sad reality
Today’s online world makes moments involving client or reader complaints very challenging. It can be difficult — sometimes impossible — to respond to allegations of poor performance, and some complainers won’t stand down even if you can show that an issue wasn’t your doing. We also can’t always know where someone is complaining or even attacking us; there are so many platforms where these things can appear that it might not be possible to counteract every instance of a problem. Engaging with complainers or attackers also can make them escalate their behavior; even when we’re right, we might not win.
It’s smart to do occasional online searches of your name to see if there are any issues “out there” that you might want — or need — to respond to. Testimonials at your website from clients whose projects went smoothly also can help balance out baseless complaints or criticisms.
In whatever role anyone here might play in a publishing project, we can only do our best and network together to maintain our reputations. Complaints might be one of those inevitable, but ideally rare, headaches that come with being in business and living in the current era of online visibility, with all of its unpredictable aspects — some that are scary, but many that are beneficial.
Have you encountered complaints about your work, or that of anyone else who’s part of one of your projects? How did you respond? What would you do differently in the future?
Ruth E. Thaler-Carter (www.writerruth.com) is the owner and editor-in-chief of An American Editor and an award-winning creator of editorial and publishing services for publications, independent authors, publishers, associations, nonprofits and companies worldwide. She also created the annual Communication Central “Be a Better Freelancer”® conference for colleagues, now cosponsored by the National Association of Independent Writers and Editors (www.naiwe.com) and An American Editor. She can be contacted at Ruth.Thaler-Carter@AnAmericanEditor.com or Ruth@writerruth.com.
An American Editor 