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Is the Golden Age of Voice Over Gone? Part Two: Here Comes AI

Is AI going to replace real life voice over actors?

That’s a question that’s consistently popped up over the last several years, and a good question to explore in the second part of this blog series. Part one of the series looked at a voiceover talent’s transition into the digital era.

In part two, we’re diving into artificial intelligence (AI), the impact it’s having on the industry, and the idea of synthetic voices replacing real life actors. While we can never really know what the future may bring, I am inclined to say no, AI will not replace real life voice over actors.

There are several reasons I feel this way:

AI-generated narration can instantly kill all the drama and excitement when used for a full-length documentary-type TV show (as evidenced by one we ran across a few weeks back).
Certain AI-powered robot vacuums have voices that are annoying enough for people to return the product based on the voice alone.
No client has ever told me “We’re going to hire AI to do your job.” And if they did, I have enough work and clients coming in to wish them luck and move on.

And those are just a few of the reasons off the top of my head. I’ll go a bit deeper later in this article, right after we flesh out what’s going on with AI in the world of voice over.

AI and Technology in Voice Over

Voice technology has gotten more sophisticated, something I’ve touched on in past blogs. Examples include:

Synthetic Voices

Artificially produced replications of the human voice, such as simple commands on automated messages.

Text-to-Speech (TTS)

Text-to-speech transforms digital text into human speech. Google’s text-to-speech is a prime example.

AI Voices

Type of synthetic voice that uses deep learning to:

Transform text into human-sounding speech
Transform speech into text
Identify a person by their voice command

Voice Assistants

Voice assistant software can perform tasks or answer questions in response to a person’s voice. Think Amazon’s Alexa or Apple’s Siri.

Synthetic, On-Demand Voice Overs

Today you can actually find software that produces text-to-speech (TTS) voice overs as needed. The TTS voices are often synthetic voices generated by AI and other technology to help them sound less robotic and more human.

If you’d rather start off with a real voice, other technologies let you create a voice bank of a real person’s voice that can later be used to create synthetic speech. Here the voices originally come from human actors, but the sounds are broken down and then put together to produce the desired order needed for the project.

On the surface, it may appear as if technology is rapidly honing in on the voice over industry, ready to replace the real life actors. And for some uses, perhaps it has. But that doesn’t mean game over.

Downside of Artificial Voices

True, starting costs for using synthetic voices might be lower than hiring a professional voice over actor. You may also get a rapid-fast turnaround time, along with the ability to endlessly manipulate the recording as desired. But the pros have yet to outweigh the cons.

The cons of using synthetic voices include:

No unique sound. You may be purchasing a synthetic voice that’s used by dozens, or even hundreds or thousands, of other companies. Not only may the voice be mundane and overused, but it also runs the risk of sounding monotonous.
Limited library. While you may find plenty of voices speaking standard, non-accented English, you’ll likely be at a loss if you need regional accents or a less common language.
Endless manipulation. The ability to manipulate the recording to add pauses and other elements may be a plus. But you may also find yourself manipulating the recording to fix errors with acronyms, abbreviations, ambiguities, missed cues, bad flow and other issues that make the recording less than stellar.
Lack of humanness. The lack of humanness is the greatest downside. No matter how advanced artificially reproduced voices may be, the human brain can pick up the difference.

Why the Human Touch (and Sound) Matters

Even though they try to make a variety of different sounding AI voices, there is really no way to direct to the nuance that some clients desire.
When you take the humanness out of voices, you take away what connects us to our audience: human emotion.

Marketing relies heavily on human emotion, as up to 90% of our decisions are based on emotion. In fact, emotional branding has become one of the foremost ways many brands attempt to connect with their audience.

Real voice over actors are still the only way to provide the emotional connection that synthetic voices have yet to master. Hiring a seasoned voice actor also brings on added benefits, such as getting guidance on the script, receiving input based on their expertise, an opportunity to provide vocal direction and feedback on the delivery of the copy, and connecting with a real person to develop a professional relationship.

End of the Digital Era?

Voice technology has gotten better – but it’s still not to the point where it can substitute for a real person with real emotions. And even though advances may continue to be made, experts like author Greg Satell say we’re looking at the end of the digital era.

That doesn’t mean we’ll stop using digital technology. But it does mean we won’t necessarily see the same massive explosion of new technologies that we’ve seen of late.

“We’ve spent the last few decades learning how to move fast,” Satell notes. “Over the next few decades we’re going to have to relearn how to go slow again.”

Slower and more in-depth, using all this technology for meaningful projects that go beyond automating robo calls or shutting off porch lights with a voice command.

“We are awash in nifty gadgets,” Satell writes, “but in many ways we are no better off than we were 30 years ago.”

Voice Over: Greatest Challenges, Greatest Joys

This all brings me to one final thing I noticed as I was thinking and writing about the changes in the voice over industry. It can be summed up with a quote from French writer Jean-Baptiste Alphonse Karr (written in 1849):

“The more things change, the more they stay the same.”

No matter what has changed in the voice over in the way of technology and work methods, two fundamental elements remain the same. One is the greatest challenge and the other is the greatest joy.

The greatest challenge is still finding and securing work. Finding people who are doing the hiring and getting in front of them. True, you now get in front of them with an email instead of an in-person connection, but you still need a way to stand out from the crowd.
The greatest joy will always be connecting with clients and delivering exactly what they’re looking for.

Another thing that has stayed the same is the suggestions I give to new talent looking to break into the industry. The most important thing is a good, clean sound – and the willingness to work hard for what you want.

Just because technology has made some things faster and easier doesn’t mean technology does everything for you. People still have to put in the legwork if they want to succeed – in anything.

I feel lucky to have entered the voice over world when I did, as it’s given me a chance to embrace a wide range of different experiences. While I miss the in-person work with other actors, (even though we have ways to live-connect digitally with each other now, via Source Connect, Zoom and other methods), I also love the ability to be around my family working from home. Not to mention living anywhere I want and still being able to get a steady stream of work.

I’d also say it’s actually easier for me to find work today than it was when I first started. I have a lot of fingers in a lot of different pools. I have a variety of auditions coming to me from many sources. And, clients can find me by searching for female voice talent (or something related) online. SEO is a wonderful thing, and optimization of one’s website is very important these days.

And I have a large stable of clients I built up over the years that I stay in touch with. Once again, the human connection comes into play. Like any meaningful career, it’s not only about the work you do but the relationships you develop… Relationships you just can’t get from technology, no matter how fast, cheap or accessible it may be.

Thank you for reading this post! Let me know when you need a custom audition or voice over quote for an upcoming project.

Are You Willing to Do What It Takes to Succeed at Voice Over? – Part 3

The idea of a voice over career can be alluring indeed, especially when many people think it automatically delivers easy money, fun work and maybe even a chance to voice famous characters or worldwide campaigns. Here are a few tips to help you succeed at voice over.

For starters, it doesn’t always deliver those perks. True, a small percentage of voice over artists get to voice famous characters and worldwide campaigns – but they’re typically well-known actors to begin with. And thinking that any career automatically delivers easy money and fun work is an erroneous thought across the board.

Making it as a voice over artist takes a lot of proverbial blood, sweat and tears, along with the willingness to endure many things people may not even think about before they dive headfirst into the industry. As the third and final part in my blog series about launching a voice over career, this article is going to expose those things.

Part One of the series asked you to go deeper into your reasons for choosing a VO career. Part Two of the series asked you to determine if voice over delivered the legacy, mastery, freedom and alignment you need out of a career. Part Three is again going to ask a question, but only a single practical question:

Are you willing?

Are you willing to go to the lengths needed to make an honest attempt at voice over success? Before you answer, you probably want to know what those lengths would be. You’ll find them in the questions below.

Are You Willing to…

Give up that thing called job security?

Like any form of self-employment, especially in a creative field, the workflow tends to fluctuate. You may be overloaded one month, and get barely any jobs the next. You’ll also be paying for your own health insurance, sick days, vacation time and other expenses a full-time position would normally cover.

Even once you build up your voice over career with regular clients, monthly income can vary widely. But that doesn’t mean the monthly bills can go unpaid. Wise creatives save during the rainfalls so they’re properly prepared for the droughts.

Build your skills before you even begin?

Your first step in a voice over career is not to record a demo. It’s to strengthen your skills so you’re ready to record a demo. No matter how good your neighbor thinks you are at funny accents or character voices, unprofessional demos can be spotted a mile away. They can also work against you in the long run.

Building skills involves:

Hiring a voice coach
Attending voice and acting workshops and classes
Doing daily technical exercises to warm up your voice and improve control
Learning how to analyze scripts
Recording and listening to your voice with a critical ear
Practice, practice and more practice

Spend money (and more money) before you start making money?

Starting a voice over career is a big investment. Really big. In addition to the coaching, workshop and course fees, you’re going to need to invest in a lineup of other start-up expenses.

These include:

Home studio and equipment
Online or industry subscriptions
Demos
Website and marketing

Dedicate a portion of your pay to your team?

Behind many successful voice over actors is a team of players. And those players need to get paid. Key players on the team can include:

Your agent, who typically gets about 10% of your pay
Your manager, who gets around 15% of your pay
Your marketing team, with a budget dependent on how much work you give them
Subcontractors, who handle the work you don’t have the time or skills to do yourself
Suppliers, who provide things you need on a regular basis (like your monthly subscriptions)

Be a highly disciplined and strict boss – to yourself?

If you’re the type that needs a boss breathing down your neck, you’re most likely not going to cut it in the world of voice over. This profession demands that you BE that boss, pushing yourself to get things done. To be successfully self-employed in any profession, you need to be disciplined, self-motivated and strict enough to keep the ball rolling forward – even if it appears it’s going nowhere.

Learn how to run a business?

Being your own boss also means running your own business. A profitable business. In addition to the discipline and self-motivation mentioned above, running a profitable business takes plenty of know-how about the technical ends of things. These include invoicing, getting paid, balancing budget, providing optimum customer service, connecting with prospects and clients, and many other tasks. You’ll find the bulk of voice over work is often behind the scenes, rather than behind the microphone.

Spend more time trying to get work than actually doing the work?

Auditions. Marketing. Prospect and client correspondence. Follow-up and more follow-up. Only a small percentage of your time is apt to be spent actually recording jobs. Savor that time, but don’t get too used to it.

Sell yourself in the marketplace?

A voice over career is not for the weak. And it’s not for the meek. You’ll need to get out there and sell yourself. Marketing is a huge and necessary part of the job to get your voice heard above the fierce and never-ending competition. It’s vital to create a strong presence in the marketplace, and equally as important to nurture relationships with existing clients. This takes time, effort, professionalism and a service-oriented mindset.

Embrace rejection?

While you most likely won’t be able to count on a steady paycheck, you can always count on a steady stream of rejections. Taking them personally will tank your career before it even gets off the ground. With so much competition, it’s only natural that rejections are the norm, not the exception. Grow a thick skin. A really thick skin. And use the rejections to make you stronger.

You can also do what I’ve learned to do. I submit an audition and forget about it, moving on to the next one. If it comes back with an offer, great. If not, I am not crushed or disappointed.

Sit alone in a booth for hours on end?

Some people need ongoing interaction with others throughout the day. You’re not going to find it with a voice over career. Any interaction is typically via email or an occasional business phone call. You’ll be spending lots of time alone, in a booth, with no one else around.

Sitting (or standing) alone in a booth for hours each day is just one of the potentially stressful aspects of the job. Unpredictability and ongoing rejection can end up getting to some people as well. If that’s the case for you, this may not be your best career option.

Enter a field that gives you no guarantee?

Even with the proper pieces in place, there is no guarantee you’ll get any voice over work at all. Ever. Hard work, determination and perseverance all play major roles when it comes to attaining voice over success, but there’s also a bit of luck involved. Being at the right place at the right time. Meeting the right people. And many other factors far beyond our control.

If you’re willing to endure the behind-the-scenes elements that come with a voice over career, you may have what it takes to make it work. That is, of course, if you’re willing to do one more thing:

Get up and do it all again tomorrow.

While the stakes are high and the return can be low, a voice over career can be a highly rewarding career. I know I’d have it no other way. I also know one of the most important aspects of the journey is to ensure you’re ready, willing and able to do what it takes before you even begin.

What to Look for on a Voice Over Talent’s Website Before Hiring

When you’re searching online for a voice over artist, your first impression is likely to come from their website. A polished and professional site gives you a sense of a polished and professional voice actor. But the decisions involved in hiring voice over talent shouldn’t stop there. There are several elements every serious voice over actor’s website needs to truly make the cut.

A Clear Message

When you land on a site, you want it to get right to the point. You should quickly be able to ascertain the type of voice over work this person does, how long they’ve been doing it, and a sense of if they align with your project or not. It should also be clear that the person is, in fact, a voice over artist. Believe it or not, it’s still possible to land on certain websites that are highly advanced and look amazing – yet give visitors no clue about what the business actually does.

Bio Section

While you may get a bit of information about the voice actor on the homepage, a strong site includes an About section with a more comprehensive biography. A detailed bio provides a fuller picture of the voice over talent’s background, experience, training, past and current clients, and other pertinent information that lets you know if it’s a good fit.

You may also be treated to additional info, such as their location, hobbies, family life, and passions, which can be helpful for building rapport and a working relationship.

Testimonials

Testimonials are powerful proof that the voice over talent knows what they’re doing and can deliver the same level of service for you. Because they’re unbiased opinions from actual clients, they go a long way toward establishing trust. In fact, a single testimonial from a satisfied client can be far more persuasive than a whole page of information from the voice over artists themselves.

Audio Samples

Audio samples of a voice over actor’s work are crucial. Look for voice over demos as well as a portfolio of recordings from actual projects. Demos may sound terrific, but they always sound terrific. That’s because they can be edited to perfection. Recordings from actual projects provide a better sense of what the voice actor can achieve without the benefit of endless editing. Both types of audio samples are essential for giving you an overall idea of a voice over actor’s range and capabilities.

Responsive, Professional Website Design

If the voice actor’s website appears neglected, outdated, or doesn’t have a responsive design that allows it to be viewed on any device, it could be a red flag. Neglected or outdated sites may be a sign of someone who is not on top of their game. Sites that don’t have the latest advancements, such as responsive design, could indicate the person’s recording equipment or tech skills required for editing and recording may be just as far behind.

Fast Loading Speed

Slow websites can color your judgment of a voice over actor before you even read or listen to a single word on the site. One study found that more than 50% of Americans were prone to feeling “much more negative” about a business if they have a slow-loading site. The negativity was strong enough to cause 73% of visitors to move on to a rival website if the rival site was faster.

Because voice over websites contains multiple audio and even video samples, loading speeds can be extremely slow if sites are run on inferior web hosting platforms. But find a site that’s run on a high-performance web hosting platform like Pantheon, and you’ll find speed as well as reliability. If the voice actor is smart enough to invest in a top-notch hosting platform, they’re likely to be just as savvy when it comes to high-end recording equipment.

Now that you have an overview of the most important elements on a voice actor’s website, making your hiring decision can be a lot easier. The process of elimination is likely to narrow down the options greatly, leaving you with experienced, professional voice over talent that delivers a final recording as polished as their website.

Communication is Key for Voice Over Success

While all businesses rely heavily on communication for success, it’s even more important in the world of voice over. That’s because communication is at the heart of all we do. The main goal of our profession is to effectively communicate a message to the audience, and that can only be achieved if we are effectively communicating with our clients. Understanding this component of your voice over business is key to long-term success.

Good communication brings clarity to every situation, imparts professionalism and builds long-lasting relationships. Here’s how.

Communication for Clarity

All voice over jobs start with a rundown on what the client wants, and the only way you’re sure to deliver is to ask the right questions. You need to ask relevant questions that give you the information you need to fully understand exactly what they’re going for. Questions here include things like vocal tone, file type, delivery method and all other details associated with a particular project.

It’s then imperative to carefully listen to what they say so you can deliver what they asked for. If things are unclear, clear them up before you begin. You’ll save a lot of time that you’d otherwise have to spend correcting something that was vague or misunderstood.

Communication for Professionalism

How you communicate with clients says a lot about your competence level, whether it’s through a quick phone call or a detailed email. You always want to be respectful and professional, ensuring you use appropriate guidelines for business correspondence. Sending a professional email is not like texting a quick message to your pal in all lower-case letters with two-letter abbreviations.

You want to use proper grammar and salutations, spell check before you send, and include your logo, branding, a professional email address and good tagline. Part of your online communication also includes your website and social media accounts. Every email you send, post you create and image you choose reflects directly on you as a professional.

Impeccable emails and a polished online presence indicate you’re someone who knows what they’re doing. They paint you as someone who is experienced and can be trusted to complete the project to the specs required.

Communication for Building Relationships

While communication with a new or prospective client is best kept rather formal, you can relax the formalities a bit when you work with repeat clients over an extended period. I find ways to personalize communication, to make it feel more like a friendship when appropriate.

I have many clients with whom I’ve worked for years, so in some instances I know details about their families, their work transitions and their overall lives. When it’s appropriate, I enjoy being chatty and casual. I like to deepen the bond with them, so they see me as not just a voice talent, but a trusted friend and a fellow human being.

I also never under estimate the importance of a thank you. This could be for a referral, a recent job, or just for being a loyal client. I’ve tried many different approaches to this over the years, including sending postcards, personalized notes, birthday cards, gifts, or just reaching out through email or social media.

Posting a review for a client on their LinkedIn page or other platform shows your thoughtfulness and may help them with their marketing. Letting clients know how much they’re appreciated and valued can go a long way, especially when you do it in a way that gives them an extra boost to their own business.

Two More Tidbits on Communication

In a previous blog I wrote about The Biggest Voice Over Customer Service Mistakes, and it’s no surprise that poor communication made the list in two instances. They bear repeating. One was delay in communication, which can give off the vibe that you don’t really care. The other was not really listening or understanding what the client wants, which we also touched on above.

Responding to audition requests or messages to clients as quickly as possible shows you’re a pro who is ready to deliver what’s required. In the case of new clients, being the first to respond is often the move that gets you the job.

Truly listening and understanding what a client wants is another big deal. It’s better to ask tons of questions than make tons of mistakes. Good communication involves good listening skills and really paying attention to what the client is saying.

Keep these communication tips in mind as you move forward in your voice over career, and you may be happy to find your career moves forward with success. You’re apt to be seen as a true professional who can deliver exactly what the client wants while building beneficial relationships that can endure for years.

When You Need More Than Just a Voice-Over Actor

Some seekers of voiceover talent may say they’re looking for a voice-over actor. But what they really need or expect may be someone who is much more than just a voice-over actor. It’s someone who can do double or even triple duty. In addition to playing a variety of roles in front of the microphone, professional voice-over actors often have plenty of opportunities to don a number of hats behind the scenes as well.

No, we don’t usually wash windows. But we do take on the roles of director, editor, writer, consultant – and in some cases I can even start to feel like an English teacher fixing up grammar and smoothing out vocabulary.

While these duties may not be part of a particular voice over acting job description per se, they tend to come with the territory when you’ve worked in the business long enough, especially when running your own business as a voice-over actor / entrepreneur. And they’re particularly common when you’re working with clients who are new to the scene or inexperienced with live recording sessions and the full scope of what voice-over work entails.

Many clients won’t even realize they need more than just a voice over actor for their project when contacting me for assistance. An experienced professional VO actor will be able to understand some things the client does not know, and will ask questions and offer solutions to situations that the client may be oblivious to until partway down the road of hiring talent. It’s definitely something clients should keep in mind when they’re seeking out talent; being careful to choose someone with experience who can handle all the extras the job may entail.

Your Voice-Over Actor May Also Need to Be a Director

In a voice-over session, the director is responsible for ensuring the session goes smoothly and the results mesh with the perfect sound the client is looking for. Even when I’m connecting my studio to another professional recording studio somewhere on the planet, (via ISDN, Skype, phone patch, Source Connect, ipDTL) and collaborating with the “creative team” on the line, (which could include the audio engineer, production personnel, writers, and the end client, among others) the studio engineer may act mostly as a conduit, leaving the creative team to perform the duty of directing the talent.

And at other times during a live phone patch session, I’m dealing with just one person, maybe the business owner, end client, or even video production manager, who may not be exactly sure what sound they want, and is expecting me to put on my director hat, and use my professional VO experience to interpret the copy as I see best. A voiceover actor can step in here, and I frequently do, by self-directing my own read and delivering a number of options that could work for the audience and script. After asking the client what they desire for the read during the session, I will parrot back to them what I’m hearing in their direction, and I may offer several different takes, each with a slightly different tone and feel.

This kind of self-direction always happens when we haven’t scheduled a live phone patch or ISDN session, and I am just emailed a script and expected to deliver final audio. In this instance, I use my best judgement in understanding what is needed for the vocal tone of the script, and may offer a couple of options as a sample for audio approval before proceeding with recording and editing the entire script.

In some cases, clients not only need help with the overall sound of the voice, but with the entire structure of the recording session. Do they want to record the whole script in one full take, record it in steps, or record a series of lines a few different ways (ABC series) and then review and adjust? It’s not all that uncommon to have to walk some clients through the entire process.

On the flipside, clients who conduct sessions all the time have the process down pat. They detail exactly what they want, how they want it, and provide helpful direction along the way.

Directing skills definitely come from experience in the industry, as evidenced by long-time VO talent and clients who have directed sessions numerous times and know how to get the best results out of each and every one of them.

Editor or Writer

A voice over actor’s editing duties include putting any final touches on the recording before delivery. But they sometimes start way before that point by editing or rewriting portions of the script.

Sometimes a piece of commercial voiceover copy just doesn’t fit, requiring words or entire sentences to be taken out and reworked into the script. And sometimes this needs to happen when the recording is already in session, with edits and reworking happening on the fly. You’d think copy writers and directors would time their copy, either with a stopwatch, or even by word count, to understand what can fit in 30 or 60 seconds, but often, this is not the case. Enough practice at this dilemma has given me a good handle on the word-editing process, ensuring we don’t have to cancel the session and re-book, just for copy changes to the script.

Another time editing and writing skills come into play is when the script is written by someone whose first language is not English. Certain words, incorrect verb tenses or other issues will be apparent in the script, and is something that’s usually fairly straightforward to fix while we’re moving through it. This is definitely where the English teacher part comes in.

While I haven’t been trained as an English teacher, my acting and communication experience has played a huge role in helping me with the editing and writing duties that come up. Strong writing and language skills likewise help me communicate with people not only during a live recording session, but also through email or over the telephone.

Communication skills are essential for running any business in general, and for the VO industry in particular.

An Experienced Consultant

Consultants get to provide insight, input and guidance about the voice-over project at hand, and there can be several areas that could use a little guidance. One area is the audio format type for the final recording; a question that can leave some clients baffled. If I can’t determine what audio format they need, (wav, mp3, ulaw, personal specs) I send them over to the company’s in-house production team or IT or IP person for guidance within their system.

Consulting on scripts is often related to the length, especially with outbound messages for phone scripts or short commercial spots. Some clients may not realize there is only so much copy that can fit into a 30-second spot – and the ear and mind can only take in so much information before the listener shuts down and simply won’t remember any of it.

Instead of outlining every single detail about a product, I can help clients boil it down to the most important points to mention during that 30-second ad or outbound phone message.

One more essential role voice over actors are always playing is that of student. New things pop up all the time, especially in the realm of technology. Experienced VO talent will not be afraid to learn new things – even when those things can initially seem like a real pain – as technology is constantly evolving to ultimately make our lives easier (so they say).

Making the clients’ life easier is the overall aim of any seasoned voice over actor, and most of us will have no problem playing the roles of director, editor, writer and consultant to ensure exactly that. If you’d like me to help you with one of your upcoming projects, please contact me for a voice-over services quote, custom audition or to discuss what you need.

You may also like to read the following related articles:

“A Client’s Guide to Selecting the Right Voice-Over Talent”

“6 Reasons People Trust a Female Voice Over Male Voices”

“Are You Getting Remarkable Voice-Over Service?”

Are You Getting Remarkable Voice-Over Service?

One of the best compliments you can get is fabulous feedback or a glowing testimonial from a customer or client – without even asking for it. Does that mean you’ve delivered remarkable service? Most certainly, according to author and management company founder Mike Mack.

As Mack explains in a podcast interview (start at 7 minute mark), remarkable service is simply service that’s so good your customers remark upon it. While plenty of folks are prone to hit the social media arena remarking on extraordinarily bad service, Mack focuses on key points that can make your service extraordinarily good.

His plan of action is really not that tough – but it does require constant diligence. And here’s what remarkable customer service would look like in the voice-over industry.

Process and People

While Mack pointed out that customer service has many moving parts, there are two main areas upon which companies can focus their improvements. One is with the process; the other is with the people.

Process

Process refers to fulfilling orders, delivering goods or otherwise providing the customer with what they were promised and paid for. In the voice-over industry, the process would include things like providing an initial quote, gathering information needed to perform the work, and then delivering the final recording by deadline.

Sounds simple, but a lot can go wrong between the first step and the final recording if the voice-over talent doesn’t have his or her process streamlined for efficiency. I’ve spent years honing my process, making sure I ask all the right questions, know exactly what a client wants, and schedule my jobs with enough wiggle room for unforeseen happenings or last-minute needs.

Not everyone may do that, which can result in any number of hiccups for any number reasons, even those that are not your fault. No matter how noble your intentions, they don’t mean anything if you don’t deliver on them.

People

Dealing with people includes everything from responding to initial inquiries to effectively handling complaints and other interactions that require skillful interactions with others.

When all is well and customers are happy, it’s easy to be on target with your people skills. But when a customer is unhappy with their final product, things can get a bit trickier. There have been times when I’ve delivered a final recording, following the exact parameters a client outlined, but then they ended up wanting a myriad of changes that went above and beyond their initial project specs.

What then?

If I was at fault for the error, it’s a no-brainer for me to correct it as quickly as possible to make things right. But if the error is on the customer’s end, well, I still correct it as quickly as possible to make things right.

This is not to say I may not charge for the revisions or additional work I incur due to client error, but I will always communicate openly, honestly and directly with the client to ensure they are on the same page with the proposed solution. I don’t move forward if they’re not. And I never make assumptions that they will be. I need their confirmation.

I also make sure all communication is done with courtesy, kindness and understanding. It’s imperative clients know I’m not only listening to their input, but truly hearing what they have to say.

Little Things and Loyalty

Another important aspect of customer service is how big the little things can be. Little things refer to the smaller details of any customer interaction, such as making sure a restaurant patron gets a straw with their drink or an extra napkin if they ask for one.

While you may not storm out of a restaurant if you don’t get a straw or extra napkin, failing to pay attention to small details can erode the feel-good vibes customers have about your business.

In the voice-over industry, small things can be as simple as a prompt reply to emails and phone calls, offering a complimentary custom audition for prospective clients, and using a phone patch so clients can provide real-time feedback during the recording session.

Could voice-over clients live without these things? Sure, the same way most people could live without a straw or extra napkin. But I don’t just want to get the job done. I want to ensure my clients have, as Mack would say, remarkable service.

When done right and done consistently, the little things are what really add up to that remarkable service. And remarkable service, in turn, adds up to customer loyalty.

Mack’s book “Remarkable Service” goes into greater detail on the importance and nuances of customer service, which serves of the foundation of any business designed to thrive.

Remarkable Voice-Over Service

As you may know, my business tagline is “More than just lip service,” so providing remarkable customer service to my voice-over clients has been on the top of my list for many years. In a time now when there are so many voice-over talents out there, I find that service is what can often most powerfully differentiate me from the competition.

To read about the nuts and bolts of what I provide as part of my remarkable voice-over service, please check out my Top Ten Reasons to Hire Debbie list. Then contact me for a free quote or custom audition and give me a chance to be remarkable!

VERSATILE

EXPERIENCED

PROFESSIONAL