Have you ever had a great customer experience somewhere?
We often remember bad customer service experiences more than the good ones but think about one time you recently were treated well.
How did it make you feel?
When you have a great experience, you feel appreciated, maybe even special, definitely happy and it makes you want to come back again, right?
The same can be said about the customer service experience you give your clients.
Taking care of your clients is an important part of your VA business.
Making them feel appreciated and happy is the key to nurturing a long-term business relationship with them.
Here are a few ways you can do that:
- Communicate well.
Be clear in all you say and do, so that you minimize back and forth communication and avoid confusion. Understand what the client needs you to do and get it done in a timely fashion, and on time.
- Be proactive.
Don’t wait for your clients to send you tasks. They have decided to work with you to make their life easier, not harder. Suggest things that you can do for them and go above and beyond when you are getting things done. A proactive VA becomes an essential partner!
- Be responsive.
One thing that can be challenging in a virtual relationship is not knowing if someone got your email, or is working on your task. When your client communicates with you, let them know you got the request, and let them know when they can expect the finished work to be done. Responsiveness is a key skill to have a great relationship with your clients.
- Admit and fix mistakes.
Things can go wrong – human error doesn’t escape anyone’s grasp no matter how careful you are. If something goes wrong, admit your mistake and fix it free of charge for the client. The goodwill in doing something like this goes a long way to trust for future work.
- Make all the money talk crystal clear.
Money is an often challenging topic – don’t let it become a challenge for you and your clients. Be very clear about how much you will charge them. If you need to raise your rates, let them know. Knowing what you can do for them and how much it will cost are the two most important things you need to convey. Always put it in writing.
Customer service is a huge part of any service business – and because we are often working one-on-one with our clients, it’s even more important.
Strive for excellence with your customer service. Do the best job you can, within budget, and on time – and be clear about money and what needs to be done.
It is the fastest way to getting glowing testimonials, rave reviews, and referrals, and have long-term happy clients!
Tracey D’Aviero is a veteran VA and Founder of Your VA Mentor. Tracey trains and mentors professional women and men who are brand new to the VA industry or who have been struggling to make their business successful. Her mission is to educate professionals on how to build and grow successful and profitable virtual businesses in the VA industry by implementing systems and smart principles. Contact Tracey for speaking engagements, group training or private coaching at www.yourvamentor.com.
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