Recently I was having a conversation with a mentoring student about communicating with clients.
She is a relatively new Virtual Assistant, and she is still a bit timid around clients. It’s a stage that all new VAs go through – not really having that confidence that you know the right things to say around a new client – and that kind of thing.
It’s one thing to know what you are doing, but it’s another to tell a client what they should be doing. It’s a situation that you need to learn how to handle as a VA – and once you do, you will not only gain confidence, but you will also gain their trust, respect and even their admiration!
Your clients, whether they are new to using VAs or not, need to be able to trust that you will take care of their business as if it were your own. Remember that the pieces of the puzzle that you handle for them are generally pieces that they used to take care of themselves (as a small business owner) – and so it is important that you speak up regularly to let your client know that you are indeed a pro!
Here are a few tips on how to speak up and let your clients know that you are their support professional:
1. Share your ideas. If you have a particular thought about how your client can promote a big launch, or how they could better organize their networking contacts, tell them. They may not take your suggestion the first time out of the gate, but they will know that they can come to you for ideas down the road. Be sure to listen to their ideas first, but it’s never a good idea to just agree with them all the time. Speak up!
2. Be a sounding board for them. When something goes wrong, or if they are having a bad day, be sure to listen to them and let them know you care. If it fits the situation, ask them how you can help them. If they just need someone to bounce ideas off of, it’s always great if they can count on you for that (after all you are their partner and you know their business!) Listen!
3. Brainstorm with them. Whether they are trying to come up with a product name, or determine how a procedure will work for bringing on new clients, help them generate ideas. Two heads are almost better than one, and this type of skill will be a great skill for you to use with other clients as your business grows. Contribute!
4. Offer them options. Most small business owners are guilty of overthinking things – and trying to do their own research to make decisions. Cut this piece out of their task list by doing it for them. Learn what they need, and make sure you are on top of the trends in their industry. Tell them what they should be doing, based on your experience and your research. Strategize!
5. Challenge them. Being a proactive VA sometimes means telling your clients that what they are proposing is not right. Don’t be afraid to do this. Challenge their decisions when you know that they are not correct. If they want to invest in membership site software when you know it’s not what they need, tell them. They will thank you if they don’t spend money unnecessarily. Support!
Your clients may be paying you … but you don’t have to act like an employee because of that. They have you in place because of your expertise – never forget that. They are trusting you to take care of pieces of their business that they themselves have probably handled previously. This is a huge responsibility, and should not be taken lightly.
Don’t be a shrinking violet – let your voice be heard. Your clients will thank you for it, and you will grow your confidence, your expertise and your business much faster. Guaranteed!
I’d love to hear your comments on this article!