If you’re reading this, chances are you really care about your clients and understand that you would not be in business if they didn’t take a chance with you.
You know there is value in doing more than the bare minimum to keep your clients happy.
Keeping your clients satisfied is vital for the success of your business, but WOWing your clients will keep them around for a very long time.
So how do you make sure your clients are treated with the WOW factor? Stay with me to learn how you can do more.
Going ABOVE AND BEYOND
Think about the last experience you had when a company or agency really impressed you. How did it make you feel? Did you continue to do business with them? Most likely, you continued to do business with them AND told your friends all about your experience.
Going beyond your client's expectations will keep them coming back for more. Here’s how to do it:
#1 Be Collaborative
Building relationships with your clients is imperative to your virtual assistant business. It is an ongoing process, so you want to make sure that you are keeping your clients educated and engaged in projects and tasks; this is a great way to build trust and loyalty.
#2 Send Handwritten Notes
This is a very powerful gesture that is often underestimated. Many people do not realize how powerful it is to use some old-school forms of communication. Something as simple as a handwritten note can generate positive emotions and help you to build strong connections with your clients.
Show your clients that you care by checking in with them to see how things are going on their end. Ask questions to find out if they are seeing any business results or improvements. Ask them if there is anything more you can do to help.
You can also use this as an opportunity to provide feedback or address any potential issues with your clients.
It may be difficult for you to provide feedback to your clients out of fear of losing them. You don’t know if they will be receptive or if they will think you are a jerk.
Sometimes, situations or issues that arise will require a discussion -- especially if it affects your work or the performance of your client’s business; blind spots that your client may not have noticed.
When providing feedback, there are a couple of things you should keep in mind:
#1 Always highlight the issue
You do not want to offend your client by playing the “blame game.” Even if you feel that your client really messed something up, only address the issue; gently provide any suggestions you have to improve the situation
#2 Always Be Specific
Provide specific details of the incident in question. Instead of just saying that something isn’t right, give them a clear explanation of what may need improvement and how it can be accomplished.
As long as you are polite, clear about any issues, and are an expert on the subject matter, your client should be open to hearing what you have to say.
Being Proactive as the Subject Matter Expert
Do you wait for your clients to ask questions, such as “when will you be available to discuss progress?” or “Do you work on holidays?” If so, then you are operating with a retroactive mindset.
Instead of waiting for your clients to ask questions, you should already have systems in place for distributing this information upfront. Create a FAQ page on your website or give your clients a document with information regarding your business operations.
You can also write articles, on your website, based on the questions you anticipate will come up from time to time, and email a link to your clients.
Not only will you look extremely organized and professional, but you will also look like an expert in your field.
Outsourcing and Connecting with Other VA’s
Imagine the huge impact it would have on your business if you went above and beyond your client's expectations. Can you imagine having to turn away potential clients because of all the referrals being sent your way?
If so, here are a couple of options for you:
#1 Connect and build a relationship with other virtual assistants. Not only will you gain valuable information from other virtual assistants, but you can also make arrangements to outsource some of your tasks when there is a high demand for your services.
#2 Create a waiting list. If you are getting more referrals than you can handle, you can create a form for them to fill out to get on your list. Keep in mind that you may lose out on potential clients this way; not everyone will be able to wait for services.
This can very well be your reality if you take the time to care for your clients. If you are looking to connect and collaborate with other virtual assistants, you can visit www.collabva.com to connect with us.