For this post, we asked the indexers how they deal with setbacks: scheduling changes, unhappy clients, or other problems that can disrupt their work.
Michelle Brumby, Advanced Professional Member
I do try not to let events over which I have little control, such as schedule changes or demanding clients, affect me too much, which can be challenging as I also work part-time as a librarian and so don’t always have the opportunity to build in buffer time. However, the more experienced I get at managing my business, the more confident I feel in negotiating with clients and managing their expectations. I find that, if I ask, there is usually scope to work to a schedule that suits me.
The distractions and interruptions of a busy family life are more likely to cause my stress levels to rise. To deal with this I use time management techniques of working uninterrupted for short bursts. Training my family to know that a closed office door means Do Not Disturb is, however, ongoing…
Rohan Bolton, Fellow
I always build in a few days at the end of projects for unexpected delays, which can arise from personal circumstances, computer issues or from the client’s end.
Marian Aird, Advanced Professional Member
Communication with the client is essential. If I’ve been promised book proofs on a particular day and they don’t arrive, I will chase them within a day or two to make sure there isn’t a major schedule change. If I know that I’m not going to make a deadline I let the client know as soon as possible, and provide a realistic alternative date for completion. I’ve only had to cancel a project once, due to a death in the family, and I recommended other indexers who would have been suitable for taking it on. I’ve only had a couple of unhappy clients, and each time I’ve answered their criticisms individually, explaining my method and reasons for indexing decisions. It’s important to remain professional and stand by your decisions, while recognising that the client also has a right to their opinion.
Christine Boylan, Advanced Professional Member
I now just accept any setbacks that come my way. I am pleasantly surprised when proofs arrive on the date promised. Experience tells me never to assume a job will materialise until the files arrive, so I tend to overfill my schedule at times such that it can all become a little hectic, but I prefer this to time without work. After many years of indexing, I have learnt not to engage too much with interfering and critical authors and editors. Early on when I started indexing, I would take any negative comments personally but now have the confidence to know that I can produce a decent index for the budget provided. I will answer queries and make minor alterations but generally have the attitude that if they do not like the index I provide, they can alter it themselves. At the end of the day, I always think it is a book that is being published and not a matter of life or death.
Sue Penny, Advanced Professional Member
Panic, shriek, wail. And then take the dogs for a walk to give myself thinking time to work out a way to deal with the problem. It’s usually solvable.
Nic Nicholas, Fellow
Any schedule changes can be irritating but if I have a day or two ‘free’ then I will take the opportunity to get any business housekeeping up-to-date or to do some CPD – FutureLearn is worth taking a look at. There is a course for everyone!
If a client is unhappy for some reason – do not panic! Most of the queries I get can be easily answered. You should always be able to back up why you did something in the index. Always keep notes!
Jan Worrall, Fellow
I do my best to adapt to new schedules or negotiate a compromise. Occasionally when personal problems have cropped up I have found or suggested another indexer if I can’t continue with the project, or requested an extra day etc if this is possible. Editors are generally very understanding. I’ve never had a really unhappy client, perhaps because I have only done a limited amount of indexing (a lot of my time has gone into training).
There was one occasion when I had submitted a carefully constructed index for a children’s book, and the project manage then made lots of changes, introducing numerous errors and bad practice before submitting it to the editor wihtout consulting me first. She sent me the improved version suggesting mine was inadequate in places. I annotated and corrected her version and sent it to the book editor, who apologised and said she didn’t realise this additional ‘work’ had been carried out. I’m not sure which version appeared in print, but I hope the project manager learnt a lesson!
Helen Taylor, Advanced Professional Member
Schedule changes are annoying. Usually the client tries to give some notice of the delay. I usually work part time, so if schedule changes mean that I am suddenly busier than I planned its possible to fit in the extra work by working more hours. However the problem is often the other way round, so I end up with gaps where I don’t have any work because something has been delayed, or cancelled. The really annoying thing is when I quote for a job and then hear nothing at all, not even a thankyou. When I chase them up some will say they have hired a different indexer, or they have decided to do the index themselves, which of course is up to them, but I just find it so rude when they don’t bother to let me know.
Helen Bilton, Advanced Professional Member
Schedule changes are usually fine because I usually do short books so it is easy to shuffle things around. I’ve only had a couple of unhappy clients and I deal with them by being friendly and professional and willing to amend issues and/or include as many of their sometimes less-than-ideal suggestions as possible. Up to a point. There have been a couple of times where I have got back to them and said ‘I have made enough amendments now, what you are asking for is not error correction but extra work so you will have to pay extra’.
Rob Gibson, Advanced Professional Member
Schedule changes can be very frustrating. I am lucky in not having encountered them too often, but I always try and have a flexible job in my schedule so I can turn to that if a project is delayed. Also, if early proofs are available when accepting a job, it is very useful to have them. That allows you to do some initial work if you have spare time before the job starts, or if the index proofs turn out to be late.
If an issue arises in relation to work done – perhaps due to a misunderstanding as to what an index could or should include – it is of course imperative to resolve the matter amicably, and to do so as quickly as possible. As to things that might disrupt the normal flow, whether work related (computer or software problems are an occasional bugbear) or otherwise, I just remind myself how good it is to have such an enjoyable job, and such flexible hours. And I get back on track as soon as I can. The occasional late evening shift in advance of deadline day has its compensations in the feeling of satisfaction when the index is delivered, and in the knowledge that there will be a brand new project along next, one that is probably very different from the last (one of the joys of indexing is its variety).
This post is part of our Ask the Indexers series. The previous post asked about efficiency and timesaving tips
