Want to have the best relationships with your clients?
Here are ten fun tips to help you establish a great working
relationship:
Tip #1 - Come Again? It's critical to establish right
from the beginning how you will handle the communications
with your clients. If e-mailing, what is the standard
turnaround time that you respond back to emails. If
phoning, what are your hours? Once a client knows when
they will hear from you, then they can plan their day and
work accordingly.
Tip #2 - No Surprises - Nothing is worse for a client than
to discover four hours before you leave that you are
heading out on a week-long vacation. That's stretching it
a bit and you probably wouldn't do that, but think about
other ways you might be surprising your client and not
giving them the advance notice they need. Keep in mind
that they are probably under pressure too to get their work
done. Always give as much advance notice as you can when
things will disrupt the business flow.
Tip #3 - Where'd She Go? For building good client
relationships, try not to disappear off the radar screen.
Check in with your clients often. When a client writes and
they don't hear back from you for days (or weeks), they
fear the worst. Even if you are working on a large project
and the deadline is weeks away, e-mail them and let them
know "All is going well." That builds confidence and
security.
Tip #4 - OOPS, Where Did That Come From? We've all been
there. You get the email from the client saying they found
a typo or typos. Ouch. We can't be perfect, but try and
be as close as you can. Proof and reproof your work.
Also, if possible wait until the material is fresh and
reread it again. Determine the time when you are at your
best, and use that time to do your proofing.
Tip #5 - Super Size It Please - Always give your clients
more than they ask for. You will be rewarded with not only
more work, but lots of word of mouth referrals too. And
there are so many ways to do it. For example, 1) Set up an
Autoresponder for them so they can sell more products; 2)
Set up Google Alerts under their topic or target audience
so you can find websites or blogs that will help them
spread their message; 3) Help them produce a newsletter or
blog; 4) Send them more clients or referrals; 5) Ask them
directly what you can do to better the relationship; and 6)
Most importantly, listen to what they say. It's so easy to
get busy and listen with half an ear, or try and talk too
much about your business. Being a good listener is a
valuable asset.
Tip #6 - Short and Sweet - Make sure that all e-mail
correspondence is typed accurately and is short and to the
point. With everyone having busy schedules, this helps
your clients save valuable time. One thing you'll discover
is if you write too long of an e-mail often your main
points will be missed. This isn't to say that you
shouldn't strive to get the answers you need, but keep in
mind that their time is valuable and to use it wisely.
Tip #7 - You Need it WHEN? - Determine exactly when work is
to be completed or when the order is to go out. This will
save a tremendous amount of problems down the road if
everyone is in agreement. It's also good to have a written
contract. Be specific. Once everyone knows what is
expected, things run so much more smoothly.
Tip #8 - My Dog Ate It - One thing you want to do is always
try and make your deadlines and avoid excuses. We all know
that things come up and that's okay if it happens
occasionally. However, if you make it a habit of needing
additional time or not finishing projects, that client will
fear sending you more work. Not a good thing.
Tip #9 - Saved by the Bell - Make it a point to back-up
your work on a regular basis. And test those backups. Can
you imagine even losing a week's worth of work? Your
clients are counting on you to protect their work so you
want to make sure it is.
Tip #10 - Howdy Partner - Remember that you are
establishing a partnership relationship with your clients.
You want to help their business grow because as you do,
your business grows too. Let them know you value them as a
client and are glad that they have entrusted you with their
work. In other words, you appreciate them. Also, let them
know that you appreciate referrals so that they can help in
your success. It can be a two-way street with this
partnership.
And finally, enjoy. Start a friendship with your clients
and let them know that you care about them. Most of my
clients today are good friends. This isn't to say that I'm
not professional and don't conduct myself professionally,
as I do. However, I let them know that I'm also interested
in them personally and how they are doing. I take time to
know their birthdays, their kid's names, etc. Think how
you feel when something lets you know they care about you.
Hope you enjoyed these 'fun" tips. As our Industry
continues to thrive, it's important to earn the respect and
trust of our clients and also fellow Virtual Assistants.
When you set up your business with the goal of doing a
fabulous job, you'll end up with fabulous clients, and
fabulous friends. It's a win/win for all.
----------------------------------------------------
Diana Ennen is the President of Virtual Word Publishing,
http://www.virtualwordpublishing.com and the author of
numerous books on starting a virtual assistant business
including Virtual Assistant the Series: Become a Highly
Successful Sought After VA and accompanying Workbook and
also Corel WordPerfect's Office Ready Virtual Assistant
Solution pack. E-mail her at
diana@virtualwordpublishing.com.
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