As interpreters, we often build wonderful relationships with the people we serve. Customers appreciate our work, ask for us by name, and sometimes even request our contact information so they can reach out directly in the future.
While these interactions are usually well-intentioned, it’s important to remember who you are representing when you accept an assignment.
When an assignment is scheduled, we are not simply connecting two people. We are providing a professional service that includes scheduling, recruiting, credential verification, customer support, invoicing, insurance coverage, quality assurance, and emergency backup support.
Imagine hiring a landscaping company to maintain your property. The crew does an excellent job, and before they leave, you ask one of the employees for their personal phone number so you can hire them directly next time. Most people would recognize that this puts the employee in an uncomfortable position and bypasses the company that invested time and resources into earning your business.
The same principle applies to interpreting services.
If a customer expresses that they enjoyed working with you, that’s wonderful! Feel free to thank them and let them know they are welcome to request you again through the agency.
For example:
“Thank you! I’d love to work with you again. Please feel free to request me through The SOS Agency and they’ll do their best to coordinate us for future assignments.”
This response accomplishes several things:
- It honors the customer’s compliment.
- It protects the business relationship.
- It maintains professional boundaries.
- It supports the agency that helped create the opportunity.
At The SOS Agency, we work hard to build opportunities for interpreters and accessibility for customers. By directing future requests back through the agency, you help protect those relationships and contribute to a stronger interpreting community for everyone.
Rule of thumb:
If the assignment came through the agency, future requests should come through the agency too.