Dearest reader,
A key part of your job description as a Virtual Assistant is relieving the stress of your client. This includes making the interaction between you as easy as possible, maintaining a smooth working relationship. You do not want working with you to be another chore. For this to happen, you have to be able to anticipate the needs of your client.
I have designed my onboarding process for new clients in a way that will help me understand them. Because, it is only with proper understanding of your client that you can effectively anticipate their needs. The first step in the onboarding process is a discovery call. This is where I observe the client and make a mental guess of the type of personality he has and how best to deal. Here, I ask a lot of questions and try to understand the scope of expectations from me as a VA. This helps me in the next stages of proposal and contract draft. Over the course of the first two weeks of working together, I constantly ask questions and keenly observe the client.
Over the years, this has helped me become exceedingly good at my job. I am able to work effectively as a VA during our working relationship because I ask a lot of questions relevant to our business together and keenly observe the client’s personality from the start. Without making the interaction an extra chore for the client.
Some other tips have helped me maintain a smooth working relationship over the years, and they include:
4 Tips to Help Maintain a Smooth Working Relationship
- Maintain Confidentiality
- Mind Your Business
- Constantly Seek Feedback
- See Your Business as a Separate Entity from You
Maintain Confidentiality
Without knowing how to maintain confidentiality as a VA, there is no way you can remain successful in the business for long. You have access to confidential information of your client as a VA, information that should be kept strictly between you. Part of maintaining confidentiality is to ensure private files of your client on your phone are password protected and files relating to your client are not strewn all over your house, easily accessible.
Mind your business
In your interactions with your client, you will be privy to their affairs. Except expressly asked, it is not in your place to give an unsolicited opinion about the personal affairs of your client. It is none of your business once it is outside the working jurisdiction.
Constantly Seek Feedback
There is a common saying that feedback is a gift. Feedbacks give the opportunity to improve. It is a chance to step back, reflect, and devise means to improve. Periodically request feedback from your clients to allow you know the areas to better serve them.
See Your Business as a Separate Entity from You
If there’s one thing people that have worked with me know me for, it is a saying I live by; “It is business, and nothing personal.” The moment you are within your working hours, be aware that your client is interacting with you as a business. Whatever might be happening in your personal life shouldn’t be given room to interfere with your dealings.
I came across a post recently where a bank cashier was nasty to a customer due to the terrible mood she was in. She even went as far as cashing way more than the amount the customer brought in the check. The customer being a nice person approached the manager, mentioned this, and returned the money. Bear in mind that not a lot of people are this benevolent. Majority would have gone away with that money leaving the cashier in a huge debt.
A couple of things could have been wrong with her that morning. Issues that were supposed to be left at the door as soon as she resumed work. Failure to do that led to her nasty attitude and the fatal mistake she made. A mistake that could have cost her that job or led her to jail just because she couldn’t separate herself from her business.
There are times when we might feel so overwhelmed and unable to keep our emotions in check. The right thing to do in such a situation is to take a break till we can have a reign on our emotions. Emotional intelligence takes time to develop, start today.
Remember, it is business, and nothing personal.
Bye for now,
Alexis.
