The VA Biz 101 - Topic #10

Client Relations in the Virtual World

Never forget - You are working with people even if you aren’t face-to-face with them.

There is a bit of a challenge to working with people you don’t see and have probably never met face to face. Numerous studies have been done showing that Body Language accounts for as much as 75% of communication. When that element is removed then you have to compensate for that in other ways. The next largest element in communication is vocal. While you will probably talk on the phone with your clients periodically, it is likely that the majority of your communication will be via the written word and even that channel is severely limited.

Think of the greatest novels. The authors of these works weave their stories with the power of words. When you are emailing your client they don’t want the next New York Times Bestseller. They want the facts, just the facts, ma’am. So you are left without body language, without voice inflections and with a limited use of vocabulary.

The Power of your Word
In all aspects of your business, and indeed your life, keep the mantra Fair, Firm and Friendly uppermost in your mind. Doing this will create a positive atmosphere for your business relationships.

Your clients need to feel safe with you. They need to know you will do what you say you will, that you will charge them fairly and that you will meet deadlines. Following the Fair Firm and Friendly mantra will help to generate respect and build trust. Whether you are entering numbers into a spreadsheet or creating a Marketing Plan to be presented to Venture Capitalists always be a professional.

Getting started with a new client
Having some systems in place will help minimize potential problems and begin to build your relationship on a solid footing.

Proposal - When a prospect inquires about your services, provide the information as succinctly as possible. Explain what you will do to accomplish their goals, list potential obstacles, give a time frame for completion and overview of policies and procedures. Cover all the necessary information with as much brevity as possible.

Consultation - Review the proposal in detail on the phone - preferably in a video call (Skype is great for this). Make any amendments and adjustments agreed upon and submit a revised proposal based upon this meeting.

Contract - Once your proposal has been accepted draw up your contract. Keep your agreements clear. Be as explicit as possible on the who, what, where, how, why and when. Amend agreements as necessary. Check out this post for more in depth information on Contracts.

Orientation - Set up logistics to move forward. Do phone calls and emails need to be forwarded? Establish reporting procedures, how do they want to receive information? Do they need a daily summary of your work or a weekly phone call? Much of this will depend upon the nature of the work you are doing but also on your client’s preferences.

Training - Your client will need to train you to the specifics of their organization and systems. Be very clear on this in your contract. What will be involved, how much time is anticipated, and will the client pay you? See this article for more on billing for training time.

A Work in Progress
Keep in mind that your relationship will be constantly evolving. Strive to eliminate ambiguity as much as possible & create a paper trail of all communication. This is a simple matter with email but if your client prefers phone calls then create Call Summaries. After each call, send a summary to clarify and acknowledge that both parties understand what was discussed and the action plan moving forward.

Ending a client relationship
Cancellations happen; it’s just the nature of business. It is easier for a client to release a VA than fire an employee - both legally and emotionally. There may be times when you go through the entire process and just as you are getting started, the client gets cold feet. You have invested time and expertise but everything falls apart just as you get to the point where you can log billable time. The more clearly you communicate through every step from Proposal to Training, the less likelihood there will be of a cancellation. Even so - it happens. It’s just a part of doing business. When it does happen take an honest look at what happened and revise your systems and policies if necessary.

Firing Clients
Sometimes you will have a client that you just don’t click with. Don’t be afraid to let them go. Clear space not only physically but emotionally for a good client.

Story time:
I had a client, I’ll call her Mary, who hired me to be her Executive Assistant - she was unorganized and wasted my time and hers. She wanted me to get her organized but just wouldn’t listen. I felt like I was spinning my wheels. She would get frustrated with me because we weren’t making progress. She had allotted 10 hours per week but we spent so much time with redundant emails (Her: Did you check on X? Me: Yes, I sent you that information last week, here is a copy.) Yes she was paying me but I didn’t enjoy the work and felt frustrated. “Firing” her made room for a wonderful client I enjoy - a client who I can help and has increasingly made me more money.

The Moral of the Story

• Use your common sense - always

• Be open and honest about your capabilities

• Netiquette - mind your manners

• Honor your standards

• Mind the details.

• Be reliable

• Follow through

• Be a Self-starter

• Set clear boundaries

• Be flexible

• Set Office hours - communicate changes as appropriate

• Establish a clear communication policy

• Take responsibility - don’t play the blame game

• Listen - as Mom used to say, “You have two ears and one mouth for a reason.”

• Communicate clearly and calmly

• Complaints - Remember: Fair, Firm and Friendly

• Praise - be gracious

• Mistakes - be honest

• Add Value - take initiative and think beyond the task system your client has set for you

• Offer solutions

• Brain storm

• Be creative

• Make yourself an invaluable part of the team

• Set fair rates - If you don’t value yourself, your clients won’t either

• Keep your promises. Your skills and abilities mean nothing without your integrity.

Trust must be earned and sometimes this is harder in a virtual setting

A Few Words of Wisdom
In the Seven Habits for Highly Effective People, Steven Covey defines the 7th Habit must as “Sharpen the Saw”. Tony Robbins calls this CANI - Constant and Never ending Improvement. Yes you will be doing this on your time and dime - but it is well worth the investment!

Next UP: Taking your Business to the Next Level!

Everyone is self-employed, no matter who signs their paycheck.
-Zig Ziglar

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