Virtual Assistants: How to Keep Your Clients Happy

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Finding clients can be a bit tricky. But when you're blessed enough to find them, you want to do your darndest to keep them happy. There is a slew of virtual assistants out there waiting for their first client, getting frustrated by the minute and I'm sure they would be more than happy to be in your position. So, to avoid all of that, you want to be proactive and keep your clients satisfied. What does that mean?

Let's take a look at clients for a second.

Clients fall into a couple of categories:

They have never worked with a virtual assistant before.

They have worked with a virtual assistant and it didn't work out so well.

They have worked with a virtual assistant and it did work out well, meaning you've got to outshine their last virtual assistant.

Regardless of what category they fall into, you've got the chance to provide superior service, show them you know your stuff and their business needs you.  Yes, you definitely want to do the work the client has hired you to do. That's a given. But what can you do to show knock-your-socks-off customer service? 

Here are a few ways you can keep your clients happy:

 

Do the work. And then go above and beyond.

Did I really have to say that - "do the work?" Yes, I did. Some clients will come to you with a bad taste in their mouth because they've been burned by a virtual assistant who didn't deliver like they promised. Then it becomes your problem. You not only have to do the work but gain your client's trust. Consistently get the work done before the deadline. If the client asks for 10 social media posts, would it really kill you to write a couple more, especially if they've had a bad experience before? Know what they need before they do. You want to provide killer customer service and leave your clients wanting more. Do the work and then some.

Find ways to help your client's business.

You're a business owner, yeah? Well, business owners look out for each other. You're going to run into lots of other business owners online. If you meet someone who might be an ideal client for your client, play matchmaker and introduce them to each other. Make suggestions on how to improve processes. For example, if your client is stuck on communicating with you via email, suggest using a tool like Slack or Skype. Jump on a quick video call, do a screen share and show them how to use the tool.  

Make your client’s business your business.

Send gifts or cards.

 Make your client's day with a gift card, like Starbucks or Amazon. You can send a virtual one or buy one, write a handwritten note and pop it in the mail. That wasn't hard, was it? Your client will love you to pieces! Get your client's birthday from the welcome packet and send a nice card. 

Show true interest in your client's business.  

Your client is a rockstar, just like you are. Learn as much as you can about their business - what they do and who they serve. Dig around on social media and read reviews about their business. See what others have to say.  When I started out, my first client was a real estate agent. I didn't know squat about the real estate industry but I learned everything I could by reading and asking questions. 

Good customer service should be the norm, not the exception. Go all out for each client and before you know it, you'll have a stable full of happy clients! Good luck!

If you're on the struggle bus when it comes to finding clients, sign up for my free course:

How to Find Clients Using Facebook Groups.

It's free, it's quick but it's full of actionable steps to take raise your Facebook profile to the next level.  Click the image to get started!

Regina Lewis

Regina's passion is helping a new generation of virtual assistants launch their new business or take their business to the next level.  When she's not working at the local ministry, blogging or tinkering with Squarespace, she enjoys spending time with her family, watching "Downton Abbey" to the point that it irritates her boys and people-watching from her front porch.