7 Communication Tips to Make You a Better VA

Do you think of yourself as a good communicator? To work virtually like we all do as VAs, communication is one of the most important skills you should build.

I often get asked what the most important skill is for a Virtual Assistant to have. Hands down I would say good communication skills – actually GREAT communication skills.

When we work mostly virtually (usually via email or a project management system), how we work with clients comes down to how well we understand each other.

You need to understand what your clients are asking you to do. Your clients need to understand how or when you work as well as when you will deliver, and how to get what they need from the work you do together.

If your client doesn’t know when they will get their work back from you, they may feel anxious and reach out to you more than necessary. That can lead to a stressful relationship.

Here are a few tips to help you communicate better with your clients:

1. Set communication procedures

Let the client know the best way to communicate their needs with you. Often this is via email or project management system, but you will decide what works best for you. We’ve all heard of those clients who phone you every time they have a question. This is not an efficient way to work as a VA. You need to manage requests and questions well so that you can stay on task.

2. Consider a regular production call

If you are not currently doing a weekly phone / video call with your clients, you may want to add one to your communication procedures. Speaking face to face (even on video) helps you build the relationship quickly and convey a lot of information in a short period of time. A 15 or 20 minute call every week can gather and share a lot of information. Be sure to use an agenda to keep your call on track and on time. Manage the remainder of the week via email or project management system.

3. Verify receipt of emails

When a client sends you an email, don’t make them wonder if you saw it or what is happening with their request. Respond simply that you received their request and let them know when they can expect to receive the completed work. Not knowing what the status of a request is accounts for most of the anxiety that clients feel around working virtually.

4. Clarify unclear stuff

Be sure to understand the task fully before starting the work. If a client’s request is unclear, be sure to get the details worked out so that you don’t waste your time or their money. It takes a moment to verify the details of any task before you begin, to ensure a smooth working relationship.

5. Check in regularly

Our clients hire us because they are busy, and often overwhelmed. If you take the initiative to reach out to them to keep everything you are doing together on track, they will feel supported and less stressed. Check in regularly to make sure they are sending you the work they are supposed to, and if you are working on longer term tasks (over a few days or a week, for instance), status updates are a really good thing to implement.

6. Be brief but detailed

Don’t write clients an essay every time you send them an email. Focus on being concise in your message – greeting, purpose of email, items or information required, and brief details, and expected delivery date – should be the main items in your communications. Keeping your communications brief allows you to leave out all unnecessary stuff and focus on clarity in your communication.

7. Incorporate your personality

Being brief and focused in communications does not mean that you need to be boring or regimented. On the contrary, you want to build a relationship with your clients.

On production calls, greet them and ask about their weekend – just don’t spend 20 minutes talking about your family or theirs. It’s a work call – manage it as such.

In emails, include friendly wording, just don’t get carried away with stories or explanations. If something requires a detailed explanation, jump on a quick phone call to do that.

Always be friendly and supportive – it’s the nature of our work!

Communicating well with your clients will help you to build a very loyal client base – and helps you get clients more easily too. When you communicate well, you will be relaxed and confident.

Take charge of the communication in your VA-client relationship.

You are the support professional, and your client is relying on you to make sure your work together runs smoothly.

The more supported your clients feel, the better your working relationship will be. Virtual work can be challenging, and being clear about how you work together and then taking the proper steps to do it well is an essential part of being a great Virtual Assistant.

For more tips on how to be a great Virtual Assistant, check out my SMART Start program for VAs. In it we cover six important topics: research, business, rates, services, marketing and getting clients. By implementing this training and our SMART tips, you will be on your way to opening your VA business the right way. Find details here: www.YourVAMentor.com/smart-start