Feedback as a Constant Source of Turbulence and Progress

At KLS, we know that feedback matters. But we also know how challenging it can be to act on it meaningfully — especially when you’re on the receiving end of it daily. Sometimes it’s vague and unclear, sometimes overly emotional, and sometimes uncomfortably precise.

The most common reaction? A quick fix and a polite “thank you for your comment.” It helps reduce tension — but rarely brings real change. Because real change doesn’t come from simply acknowledging the issue. It comes from digging deeper: understanding how it happened, and why no one caught it before the client did.

That’s why we’ve made it a habit at KLS: never leave feedback hanging. Every client comment is not just documented — it becomes part of an internal debrief. Not to find who’s at fault, but to understand where the process failed.

Let us share one case that was a bit painful — but important. A client was dissatisfied with a translation. It had been done by an experienced linguist, with full adherence to the brief and client’s terminology. A second review by another expert didn’t change the outcome. In hindsight, we realized we hadn’t engaged deeply enough with the initial feedback.

The issue wasn’t accuracy in the traditional sense — it was tone. The translation was technically correct but didn’t match the client’s communication style.

We took action. A dedicated team of linguists was selected and tested on real content from this client. The client reviewed the outputs and approved those whose tone aligned with their brand. This eliminated the subjective guesswork in future assignments and gave us a solid foundation for long-term collaboration.

That case reminded us of the book The Complaint Is a Gift. Not just because it offers useful tools — but because it reframes how we view feedback. A complaint doesn’t always mean something went wrong. Sometimes, it simply highlights unspoken expectations that matter just as much.