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Archive for the ‘Translation quality’ Category

A reader asks: I come across lots of bad translations in my language pairs. How can I use these to pitch my freelance services to new clients without sounding like a hyper-critical tattletale?

This is a regular topic of conversation among translators who work with direct clients, and bad translations can be a great marketing tool if you handle them correctly. Let’s say you come across a slick website, one that indicates that the company or government department has put a lot of time and money into its marketing efforts, but where the translation falls short. There are no shortage of these; in French to English, I recently came across the official site of the Paris VĂ©lib program (“Bikes conceived and improved for your safety and your comfort!”) and the Montreux Jazz Festival (“an ideal platform and an intimate setting for the duration of its two weeks…”) as examples of great programs with great websites and not-great translations. Chris Durban regularly sends me examples of consumer enterprises in France that need better translations. So, there’s no shortage of material out there.

The key here is a three-step process. Before beginning, you have to expunge the “hyper-critical tattletale” part of your personality. If you’re like most translators, you regularly engage in behaviors like refusing to order misspelled items on restaurant menus, because won’t condone that type of behavior. I personally avoid the express lanes at my neighborhood supermarket, as a silent act of protest against their signs that read “15 items or less” instead of “15 items or fewer.” So, first have your judgmental moment, then move on to constructive marketing.

Step 1: Compliment the effort, maybe like this: “Very few U.S. museums attempt to reach out to the non-English speaking public, and I really admire your willingness to do that.” “During a recent trip to Paris, I was impressed by your efforts to create a multilingual rental system for your bike fleet.” “Your recent press release caught my eye; congratulations on your efforts to invite international exhibitors to your trade fair.”

Step 2: Provide a carefully-worded reality check. When I’m writing these kinds of pitches, I try to keep in mind that a) the person I’m writing to may be the author of the bad translation, and b) the person I’m writing to may have no clue that the translation is bad. So, maybe something like this: “As a professional translator, I know how challenging it can be to get a multilingual website right. I noticed that your site’s current English version has some translation glitches, and therefore doesn’t convey the same impression of your film festival that the Italian version does,” or “You’ve clearly put a great deal of effort into the graphic design and French text for your wine labels; as a professional translator, I’d love to help you bring that same quality to the English version,” or “Your slogan is the first thing that people notice about your company, and I’d love to help you create a German slogan that better reflects your mission and values.”

Step 3: Give them a little something for free. I’ve heard this referred to as “the free sample approach,” “the taste my truffles approach,” the get them hooked on you approach,”…you get the picture! Like this: “As an example of what professional translation services could do for you, I’ve taken the liberty of re-translating your home page, and I’m including it here for your perusal.” Or, “I’ve included three Portuguese slogans that better convey the spirit of your music festival. Feel free to run them by your Portuguese-speaking colleagues to get their take,” or “As a professional translator specializing in your industry, I’ve re-translated your press release using more consistent technical terminology. Feel free to take a look and let me know if this approach might help you in the future.”

Then of course, you wait, and then you follow up. You accept that the person on the receiving end of your pitch might know that the translations are sub-par and might not care, that the person might not “get” why good translations are important, or might have absolutely no budget with which to do better. For what it’s worth, I’ve received all three of those responses to pitches that I’ve sent to potential clients. However, you also have a chance to improve your pitch every time, and you have a good chance of landing a good direct client who really appreciates your work.

Readers, any tips or illustrative examples on this topic?

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About 11 years ago, I went on my first informational interview with a translation company. The project manager’s first question, “What are your languages?” was one that I expected. Her second question, “And what are your specializations?” caught me completely off guard. Specializations?? You mean it’s not enough that I speak another language? Well, as it turns out, language skills alone are not enough to make a successful career as a translator, so here are some thoughts on identifying and pursuing translation specializations.

First, here’s a tip from veteran translator Jill Sommer. Pick an area that you enjoy researching. You’re going to be doing a lot of reading in your specialization, so make sure that you find it interesting. You also want to make sure that your target specialization generates enough paying work for you to have a viable business. Lots of people start out focusing on their avocational interests: weaving, violin-making and the like. There’s undoubtedly work in those areas, but it’s probably not enough, or not well-paying enough, to keep you busy full-time. If you want to work with direct clients, there’s work in pretty much any specialization you can imagine. If you want to work with agencies, you really have to target one of their core areas, for example financial, medical, legal, pharmaceutical, IT, patents, etc. It’s also helpful to identify some of your non-specializations: areas in which you definitely do not want to translate.

It seems to me that some specializations are increasingly dominated by people with significant work experience in the domain. For example in the US, I meet more and more lawyers who either hated practicing law or couldn’t find a satisfying job and thus turned to translation as an alternative. For dense medical texts, you really need a strong medical background to produce a good translation. But many translators are self-taught in their areas of specialization: they pick an area that looks interesting, start with work that isn’t too technical, and learn as they go along.

In some sense, you also want to follow the money. I tell all of my translation students that somewhere, there is an intersection between what you want to translate and what clients will pay good money for. If your passion is art, there may be a well-paying niche translating for art museums that loan and borrow works of art internationally. If your passion is weaving, maybe you can work for textile companies that want to sell their products overseas. In one sense, it’s smart to focus on an industry (law, pharmaceuticals) in which clients have to translate in order to do business. But in another sense, it’s smart to focus on an industry (corporate communications, hospitality) in which clients hope that a really good translation will bring them more business.

Finally, if you’re interested in working with direct clients, don’t fear niche markets. As French to English chemistry translator Karen Tkaczyk will tell you, all you need is enough work for one person! I’ve met successful translators who specialize in horses, philately, fisheries and recycling. And if you want to expand your knowledge in your specialization, a MOOC provider such as Coursera is a good place to start. You can read about my experience in a Coursera epidemiology class here.

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Every now and again, I feel inspired to post a random freelance tip on my Twitter feed. I could say that these are Zen master-esque pearls of wisdom that distill in my mind over the course of a few years, but they’re more like out-of-left-field thoughts that come to me while I’m washing the dishes or folding laundry. Here are two for today; feel free to add a comment with your thoughts on them!

The freelance startup phase: give it time, or pick another business.

One of the most common laments I hear from beginning freelancers is that it’s taking so long to develop a solid client base. “So long” could be defined as anywhere from a month to the better part of a year, depending on the person’s situation. First, I tell the discouraged beginners that for the first year and a half that I was freelancing–a time during which I had planned to work very part-time or not at all, since I had just had a baby–I wondered almost every day if I would be better off getting a full-time job. After about 18 months, I still wasn’t earning a ton of money, but it was enough that I felt encouraged to stay the course. It took about three years of freelancing until I got to the point where I no longer considered the option of returning to full-time work for someone else. Looking back, that was a long three years. But here’s the thing: now, after almost 11 years of freelancing, there is no way that I could replace my freelance income if I worked at an in-house job, especially if I looked for something with similar hours and flexibility. Partially this has to do with location: if I lived in a major East Coast city, there might be in-house jobs that pay more than what I make freelancing and offer generous vacation. But in groovy college towns in the foothills of the Rockies: no way.

If you need quick money–and there’s nothing wrong with that…haven’t we all been there?–pick another business. Another mom from my daughter’s school recently told me that she was in that situation, and although she’s bilingual, in a marketable language, she started a housecleaning business. Within three months, she was bringing in a full-time income. Is the work intellectually stimulating, or creative, or self-directed? Probably not so much. But if you need a source of income ASAP, cleaning houses or walking dogs is a much better option than starting a freelance language business. And I don’t mean that in a derogatory way, since my fantasy sideline career is to become a service dog trainer!

Well-paying work is out there if you look for it. But most people don’t look for it; they wait for it to find them, and meanwhile they complain.

I’m not sure how much explaining this one needs: it’s all right there. Yes, our industry has its share of low-paying work and bottom-feeding clients. In addition, as freelancers we often take that aspect of the industry very personally, as if it’s a reflection of our personal worth. For more on that, see Walt Kania’s insightful post Charge what you’re worth? Please, no on The Freelancery.

But here’s the thing. There is so much well-paying work out there; even clients who are looking to pay high rates to someone who does a really good job. But those clients are too busy with their own work to comb the web looking for you. Maybe they don’t even know that you exist. Seriously: when I interviewed Joanne Archambault about how to find direct clients at industry conferences, she commented that a lot of her clients said that they never knew that someone like her existed, although they desperately needed her. You can go find those high-paying clients at their industry conferences; you can send them postcards; you can give webinars for them; you can write articles for their industry newsletters. But you cannot wait for them to find you, and meanwhile complain about the bottom-feeders and non-payers. It’s tough love, but there you go.

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I’m not a great “tough love” advice-dispenser, but I’m going to give it a try. I work with a lot of beginning translators in my online course (shameless self-promo: the next session starts on April 3 and there are four spots left!). When I follow up with students over the months and years after they finish the course, or when I talk to beginning/aspiring translators in general, some of them have “made it” as freelancers and some of them haven’t. In thinking about advice for translation newcomers and translation students, I’ve unscientifically identified a few pitfalls that can cause serious problems for people who are in the freelance launch phase. I’m sure that readers have great tips and anecdotes too…so feel free to add them!

  • Expecting too much return from too little marketing effort. I get a lot of inquiries from beginning freelancers who are “very discouraged because they’ve applied to over 30 translation companies and received no work.” I know I’ve said this a few (hundred) times before, but here it is again: during my first year as a freelancer, I applied to over 400 translation companies. Then, I sent every single company that responded positively a hand-written note with a business card, thanking them for their response and letting them know that I looked forward to working with them in the future.
  • Expecting the startup phase to be shorter than it is. I think that six months is the bare minimum that anyone can expect–two months to look for work, two months to do the work and two months to get paid. A year is probably more realistic, and I think that most freelancers reach “cruising speed” after about three years.
  • Having weak language skills. As often stated by Chris Durban, author of The Prosperous Translator, it’s hard to develop the linguistic and cultural competence that a translator needs, without spending at least a year in your source language country/ies. And don’t hang out with speakers of your target language the whole time you’re there!
  • Not putting yourself out there. I get it: you’re not good with strangers, you don’t want creepy exes finding your address online, and so forth. But the simple truth of freelancing is that people cannot hire you if they cannot find you. They can’t refer work to you if they don’t know who you are. So whether it’s in person or online, or preferably both, you have to come out of hiding.
  • Getting stuck on the low rate treadmill. This is a tough one. Most beginning translators don’t set out to be underpaid, but working is better than not working, and you have to start somewhere if you want to break in to the industry. Many beginning freelancers tell themselves that in a few months or years, they’ll trade up to better-paying clients. But if you’re translating 10 hours a day just to pay the bills, it’s hard to find that time, so you’re more likely to stick with the low-paying bird in the hand.
  • Remaining in denial about how much work it is to be self-employed. A wise self-employed person once said that being an entrepreneur means working 60 hours a week for yourself so that you don’t have to work 40 hours a week for someone else. I’m a firm believer in avoiding perpetual overtime, but the essence of this statement is true. I recently gave a talk on self-publishing, after which many of the attendees commented that the idea sounded intriguing, but “like a lot of work.” Um…yeah! It is a lot of work, but I’m more interested in putting that work into my own project than into lining a traditional publisher’s pockets. The same is true of being a freelancer. It’s a lot of work! Did we mention that it’s a lot of work? But the ability to make your own decisions and take responsibility for your own future makes it worth it.

Wise readers, over to you! Why do you think some beginning translators don’t make it?

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As I mentioned in my recent people who rock the industry interview, I think that subject area knowledge is one of the most important trends we’ll see in translation in the next few years. To read a thorough explanation of how subject area knowledge relates to what we do, check out Kevin Hendzel’s fantastic blog post on the topic. (more…)

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This topic started out as a Twitter discussion earlier this week, and I’m hoping that the translators who contributed there will join in here too! At the recent ATA conference, there was a lot of buzz about how translators should charge; not just the actual amounts, but whether it’s better to charge by the word, by the hour or by the project. So here’s a starter post to get the discussion going! It’s also worth noting that a post on the same topic that I wrote way back in 2008 is still one of the most popular posts on this blog, so clearly it’s a timeless topic! Here we go:

  • Charging by the word still seems to be the norm in our industry, at least in the agency market. On the plus side, if you charge by the source word count, everyone knows in advance exactly how much the translation is going to cost (down to the penny) before the project starts. Also, per-word billing favors more experienced and more specialized translators who are thus faster at their work, and encourages translators to incorporate productivity-enhancing technology into their work flow. On the minus side, per-word billing makes translation seem like commoditized piecework: we’re not selling a solution, we’re selling a bucket of words. Clients may argue (down to the penny) about unnecessary words, discounted words, and so on. Per-word billing also discourages translators from doing thorough and time-consuming research, because if we’re not typing, we’re not earning.
  • Charging by the hour seems to be gaining steam in the industry. Translators have historically charged by the hour for tasks like editing and proofreading, but now there’s a lot of talk about charging by the hour for translation too. During her preconference seminar at ATA, respected freelance translator Chris Durban noted that most direct clients are accustomed to paying for professional services (lawyers, accountants, marketing consultants, web designers) by the hour. Billing by the hour favors translators who work slowly because they are very thorough, and allows time for reading background material or doing in-depth research. But billing by the hour has its downsides: for whatever reason, most translation agencies seem to be resistant to paying an outright hourly rate that corresponds to what translators make when they bill by the word. For example, a translator earning 15 cents per word and producing 500 finished words per hour is effectively earning $75 per hour, well beyond the hourly rate that most translators report earning for tasks such as editing or proofreading. Billing by the hour also introduces the question of what is billable…phone time? e-mail time? FedEx time? revisions? And unless you have a very good handle on your translation speed for every document, or your clients will agree to start the project without a binding quote, it can be hard to know exactly how to estimate a given job.
  • Then we’ve got the third way: billing by the project. Billing by the project with no breakdown of words or hours isn’t out of the question (it’s what I do with the majority of my direct clients). This method has the advantage of allowing the translator to tweak the per-word or per-hour rate without a lot of fanfare. It also gives the client one number to focus on: no worry about words, hours, is this translator fast or slow compared to other people, etc. The obvious disadvantage is that the translator is locked in to the fixed bid; there’s no wiggle room if the project takes twice as long as expected.

Now, over to you!

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Ahead of last week’s ATA conference, I asked readers what you would like to tell your translation tool vendor. And with 27 comments (although some of those were me!), the post generated a lot of activity and excellent feedback. I then compiled those comments into a three-page document and presented the results at an informal lunch that the ATA Translators and Computers committee held for the software companies who were exhibiting at the conference. After giving the vendors your comments to peruse, I asked them three questions:

  • Do you really not offer these features that people are asking for, or do people not realize what you offer, or both?
  • What are your thoughts on training? (i.e. many translators commenting “I pay for the software, then I have to pay to learn to use it too”)
  • Over to you: what do you want to tell the freelancers who buy and use your software?

So first, let me say that the software company reps who attended this lunch were incredibly, incredibly forthcoming and constructive. Part of the problem is that when we freelancers rant and curse about translation software issues while we’re alone in our offices, the software companies cannot hear us. They cannot hear us unless we tell them what is wrong. So I think that this discussion was a good step in that direction. Second, let me say that in my opinion, the software companies get it. They do not think “Well, we’ve got your money, now leave us alone.” They realize that it is not good for business if people can’t learn to use their programs. And they had lots of good feedback for us. Here it is in a nutshell, from the software vendors’ point of view.

  • There are lots of training materials out there, and most freelancers don’t use them. The SDL rep commented that even when people purchase (yes, pay in advance for) an SDL premium pack that includes training, only about 10% of them follow through with the training.
  • There are training videos out there, and most people don’t watch them. The SDL Trados YouTube channel has over 100 free training videos on it. Wordfast has a YouTube channel also, and memoQ has tons of free training materials on their website. The companies are frustrated that more of their customers don’t make use of what’s already there. A couple of the reps estimated that their marketing teams spend almost half of their time developing training, and that training goes largely unused even if it’s free.
  • People want something that’s cheap, feature-rich and requires no training to learn, and that’s hard to produce. One attendee gave the example that most professional photographers and graphic designers accept that they cannot work without Photoshop and/or InDesign. The list price of those programs is about $700 each and they aren’t programs that you master in 10 minutes. Translation environment tools are the same: if you want all of those features, the software is going to be expensive and it’s going to take time to learn to use.
  • When the software companies try to attract freelancers to in-person training events such as road shows, very few people attend even if the training sessions are free, and most comment that they can’t afford to take the time off work.
  • Interestingly, many of the tools vendors commented that translation agencies put too much of the technological burden on freelancers. They feel that agencies are sending out unprepared files, then expecting the translator to return a TM (sometimes in several different formats), a clean file and bilingual Word files, and generally “expect things that translators shouldn’t have to know how to do; if the agency is earning half the money on the job, it needs to take on some of these tasks.” Interesting!
  • Some tools (like Wordfast Pro) already offer a version that can run natively on Mac. But don’t hold your breath for many of the other big guys to produce a Mac version. They don’t have plans to do this because “the large user base isn’t there and it wouldn’t be profitable.”
  • Many attendees felt that freelancers should consider the option of hiring a “personal trainer” to help them learn the software. For the record, this is what I (Corinne) did when I bought Trados Studio 2011, and I felt it was a great investment. The vendors feel that it’s important to know your own capabilities and limitations; know whether you are someone who learns best from a manual, or from another person.
  • As far as interoperability, the software companies feel that they could use more “real-world perspective,” for example having some translators on the XLIFF committee, because apparently there are none right now.

So there you have it. I found this discussion to be incredibly educational and productive. Feel free to comment further, and hopefully we can find a way to keep the discussion going! Thanks to everyone who commented on my original post as well.

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Shockingly enough, June 30, and with it the end of the second quarter of 2012, is on Saturday. It’s a great time of year to evaluate your progress on your 2012 goals, while you still have six months left before December 31. Before you panic and refuse to think about any goals at all, give yourself some slack. You still have six months, maybe your goals have changed since January 1, and now is a good time to refocus. So ask yourself:

  • What exactly were you planning to do this year? Did you write down some goals in January or just formulate some ideas in your head? Were some of your goals more critical than others? Have you achieved something that you hadn’t set as a goal but that felt good nonetheless?
  • How are you doing on your critical goals? If you haven’t made any progress on them, why? If you’ve branched out in other directions, why?
  • What’s your plan for the next six months? Keep chipping away at your general 2012 goals? Set some new ones? Take a break?

I know it’s always hard to go first, so I’ll go first! Overall, I feel good about the first half of 2012. In terms of work volume and income, the first quarter was slow-ish; not scary slow, but slow enough that I wanted things to pick up for the rest of the year. After finally getting my act together to do a direct client marketing campaign that had been on the back burner for approximately forever (one goal achieved!), the second quarter roared along at almost double my target income. So from the financial standpoint, things are looking good. My family is spending the summer in Switzerland for my husband’s job and I don’t have to stress out about how much I work while we’re here, which is a good feeling.

I also did a bit more marketing for my online course and my book, and three consecutive sessions of the class were full. Another goal achieved! My next book, a compilation of entries from this blog, is ABC (all but cover) and just today I updated my professional website for the first time in about two years. My super colleague Eve Bodeux motivated me to buy and learn Trados Studio 2011 and whaddaya know, I love it.

Not that 2012 has been all roses and kittens. During the past few months I’ve been largely in survival mode, working nearly every evening and barely keeping up with my non-translation tasks. On the day before we left for Switzerland, I answered 97 backlogged e-mails and my Inbox still wasn’t empty. In addition, I put a fair amount of time into some direct client bids that didn’t come to fruition; of course we all know that this is just part of the ebb and flow and freelancing, but it’s still a downer when it happens. So, my primary goal for the second half of 2012 is to try to achieve a better balance between sanity and income by continuing to work on marketing, finding new sales channels for my book and having specific tasks that I want to work on when I’m not translating.

Readers, how about you?

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No matter how meticulous you are about a) your translations and b) your business practices, you can’t work as a freelancer without dealing with disgruntled clients from time to time. First, let’s say this: unless you love interpersonal conflict, dealing with unhappy clients is awful. Running your own business means caring very deeply about your work and putting your reputation behind every translation that you do, and it can be a truly horrible experience to have a client question your competence, integrity, whatever. But since this situation is bound to occur, let’s look at what you can/should do after you receive that angry phone call or e-mail from a client.

For the purposes of this post, let’s assume that the client’s complaint has at least some basis in fact. Maybe you don’t see the problem as being as serious as the client does, but you agree that there’s some shred of an issue to be dealt with. Baseless client complaints are another issue altogether, and one that I’ll save for another post (or better yet, another translation blogger can take that one on!). I think that resolving legitimate disputes boils down to three basic steps:

  • Admit to the mistake;
  • Apologize;
  • Try to make it better.

Admittedly, I’m a pretty conflict-averse person, and I’m also very committed to maintaining a good reputation in the translation industry. Therefore, I probably go a little further with these steps than some translators do. For example, if I make a legitimate error, I nearly always offer the client some sort of compensation: I once e-mailed a client the wrong file for a (thankfully) very small project the night before I was leaving for a vacation. When I returned from vacation and realized what had happened, I told the client that of course I didn’t expect to be paid for that project, but that I also wanted to do a small job for them for free in the future. I think that this type of gesture shows the client that I get it: that freelancing can be a “one strike and you’re out” type of business, and that I am very committed to client satisfaction.

A few other dispute resolution tips that I’ve gleaned over the years:

  • When you receive an angry e-mail from a client, first, do nothing. Don’t respond when you are angry too. Wait until you’ve cooled off a bit, then compose your response. Or compose your response and let it sit for an hour, then read it over before you send it.
  • Always ask for specific examples of quality issues. It’s really hard to know how to make it better with a client who says “The tone isn’t what we wanted,” “The terminology wasn’t right for our audience,” etc. Always ask for an edited version of your translation, or for a few specific examples of the kind of issues the client is talking about.
  • Resist the urge to write a lengthy explanation in response to a client complaint. When you respond, be concise, be kind and admit what happened. “I really apologize for neglecting to fully comply with your style sheet; I agree with the changes that you made to the document and I want to assure you that I will be more meticulous about this in the future” is enough. Save the venting and ranting for your trusted circle of friends and colleagues!
  • Don’t complain about the client’s requirements after the fact. If the client sends you a 12 page style guide for a 1,500 word project, or expects you to go through an arduous QA process with no increase in your rate, the time to lodge your objection is before the project starts.
  • Don’t take it personally. Clearly, this is easy to say and very, very hard to do. But when you’re dealing with a business issue, try to keep it businesslike. Stay calm, stay polite and try to see things from the client’s point of view.
  • After the complaint is resolved, decide whether this client is a good fit for you. Sometimes the client’s complaint reflects the fact that their work style and yours are not a good fit. And really, that’s OK. There is enough other work out there for you, and there are enough other translators out there for them.

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Happy 2011 to everyone out there in the translation blogosphere!

To start the year off, here’s a very interesting interview I came across: sports writer Bill Simmons interviewing New Yorker writer Malcolm Gladwell. Both Simmons and Gladwell draw some interesting parallels between sports and the rest of life, but my favorite is Gladwell’s take on why certain people (in this case athletes, but it could be translators) “don’t work hard when it’s in their best interest to do so.” Gladwell posits, and I’d agree, that failure caused by poor preparation is a way to insulate oneself from a more awful possibility: failure caused by a lack of ability. Gladwell applies this theory to golfers Tiger Woods (an obsessive preparer on the golf course, whatever his vices off the course!) and Phil MIckelson (who states that he didn’t pick up a golf club for 5 weeks before a major tournament), saying “…it’s really risky to work hard, because then if you fail you can no longer say that you failed because you didn’t work hard. It’s a form of self-protection. I swear that’s why Mickelson has that almost absurdly calm demeanor. If he loses, he can always say: Well, I could have practiced more, and maybe next year I will and I’ll win then. When Tiger loses, what does he tell himself? He worked as hard as he possibly could. He prepared like no one else in the game and he still lost. That has to be devastating…”

Let’s apply this to the business of freelance translation. Hopefully you achieved some or even most of your goals for 2010. But as for the goals you didn’t achieve, did you fail because you didn’t follow through or did you fail because you followed through and still fell short of the target? I’m with Gladwell on this one; it’s a lot easier to tell yourself that you didn’t meet your income goal because you didn’t have time to do your marketing than it is to accept that you marketed and marketed and things didn’t pan out. Therefore, it’s a lot safer not to do the marketing so that you have that excuse in your back pocket.

So here’s a resolution for 2011: whatever your business-related goals are, give yourself permission to really, really try to meet them. Rather than protecting yourself with the usual “not enough time,” “too much else going on” types of excuses (I’m as guilty of these as the next translator!), give those goals your best, most honest and most thorough effort. Accept that you might not reach them, but try to drop the self-protecting excuses!

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