Laura Bastion has worked behind-the-scenes strategizing & marketing with entrepreneurs for over a decade.
Customer Service Is Vital
The best way to ensure growth for your virtual assistant business is to focus on your customer service. Below, I'll go over some tips and tricks to provide the best customer service experience.
Do you need to continue to market to grow your business?
Yes. That said, there will come a time in your business, if you are doing a stellar job, that you will have more business than you can handle all based on referrals.
Today, it seems customer service is going downhill. Many virtual assistants forget they are business owners. A true business owner shows up for their business every day!
I had a conversation with a colleague the other day and we discussed how many people who have virtual assistant businesses can go days without checking their emails. Or only want to work when they “feel” like it. They forget to realize that their client’s businesses depend on their services.
If you do not fulfill their end of the services, then their client’s business suffers as well. And, guess what? If their business suffers, yours will suffer as well, because you will eventually lose that client as they will not be able to pay for your services.
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But the opposite is true as well…
When you do an amazing job with customer service, I can assure you that you will have an overflow of referrals and clients coming your way!
It actually surprises me when someone says they have to “sell” a client their services. Because, truth be told, your services should be so good that your client tells everyone about them, and others can see the value easily and want to hire you as well!
So how can you ensure quality customer service?
- Set clear expectations for your clients—I will be honest, sometimes this is really hard to do! You fall in love with a client, and you bend your rules. But from the very beginning you need to set the expectations.
This includes things like turn around times, reasonable time frames for a project to be completed, payments etc., communication methods, email response times etc. And when a project is going to take longer than expected to let them know. Sometimes you will need to remind your clients of these things, and they will appreciate that you do.
- Go above and beyond what is expected. That does not mean you are doing work for free! It means that you’re doing an exceptional job! It means that, hey, you noticed a few things misspelled in the newsletter they sent you, ask them if it is ok that you fix those errors. Or maybe you noticed a broken link on their website and you fix it without being asked. Always do quality work, and anticipate their needs before they even see it.
- Ask your clients for feedback. Everyone appreciates their opinions being valued. Ask your clients for feedback on a regular basis, make sure you are living up to their expectations. Find out how you can help them better! Take responsibility when things are not right and figure out a solution to fix it!
- Take the time to really know your client’s business. You need to slow down and learn what it is that they do, who they help… and you actually can even dig deeper by really understanding who their ideal client is, and how to communicate with them. When you really get to know your client’s business, you’re going to be able to understand and see ways that you will be able to help the client grow their business and they will be appreciative of the suggestions and help you offer along the way.
- Send a Card or Small Gift for any Occasion. It does not have to be a holiday or birthday (though it could be) . But take the time to send a thank you card. I know, personally, I love surprise gifts and cards in the mail, and nothing makes you feel more appreciated. Make sure you take the time to do this for your clients, show them that you value their business and you value their part in your life. It does not have to be something expensive… it could be as simple as a handwritten card. But show you care
How can you, personally, do better with customer service in your business? Share it with us below, and I dare you to start implementing it in your business today.
This article is accurate and true to the best of the author’s knowledge. Content is for informational or entertainment purposes only and does not substitute for personal counsel or professional advice in business, financial, legal, or technical matters.
Rizalyn Pudilanan on July 27, 2020:
Hi. Thank you for this. Additional knowledge in virtual assistant job.