In one of our weekly meetings, Kristy, the director of Virtual Elves, told me about how she got one client from Linkedin. That prospect connected with her and asked a few questions. The prospect was honest to say that we were just one of the many agencies that he connected to because he is in need of virtual service. Despite knowing that, our director continued to answer all his questions and was kind enough to give suggestions when needed.
In the end, that prospect decided to go with us and avail of our VA services. When she asked him why he chose us, his answer made us realise the importance of adding this into our organisational culture – he said, “because you cared”.
From then on, we thought it was a good idea to put “client care” as a top of the culture of VE.
Sure it may be easy to say that you do care for your client. After all, we know that caring for clients is what makes them work with us long term. As long as they know that they are cared for, they will stick around for a long time, and more importantly, they will refer us to other potential clients. We’re talking about not just customer retention but also customer growth. Caring for the clients leads to that.
As VAs, we are the front-liners of the business and we are the ones who must ensure that the clients are cared for. But how should we do it? What are the things that we need to do to show clients that we care?
- Constant Communication – Communication is always the key. Give clients enough updates so they won’t be left hanging and wondering about what is going on on your side. Aside from sending updates, always listen to their concerns and issues. Here are more tips on how to communicate with your client professionally.
- Consistent Quality Output – There is no better way to make clients feel that they are cared for than sending them the output that they want. VAs are expected to meet client expectations that is why in the beginning, clients and VAs have their initial meeting so they can talk about expectations and deliverables. Show them that you care by making sure that you are giving to them what is expected of you. And if you really want to impress them, deliver BEYOND their expectations!
- Initiative and Support – Be customer-service oriented and ask how else you can support the client. More than just giving what is expected, go the extra mile. As much as possible, be supportive to them by trying your best to do more than what you are currently doing for them. If you have to learn new skills, go ahead just so you can support the clients all the way. Don’t just wait for them to tell you, but rather try to suggest and give ideas for improvement.
- High Level of Commitment – Commitment is actually very visible in the virtual world. When you say you will be available at this time, you must be there. Be online as expected and make sure the tasks and to-dos are getting ticked -off efficiently and consistently – even with less (or zero) supervision and follow-ups.
- Seek to Improve – There may be times that you need to adjust to new roles or new tasks but make sure to listen to feedback and keep on improving. Never falter when there is criticism or reprimands. Instead, keep on improving and show them that you are doing better.
When you show them you care, they will feel valued and well supported. And when they do, they will stick around for a long time knowing that they do not only get value for their money but find a new family member whom they can always trust.
