This blog post has been authored by Laura Licursi, Elite VA Hub
Being a virtual assistant was the best career choice I made 23 years ago. I spent 18 years as a virtual assistant after leaving my corporate job when I had my daughter, and in 2015 I opened a virtual staffing agency, Elite Virtual Assistants. I’ve seen it all (maybe not ALL, but a LOT), from both sides, and there are some dos and don’ts that will help you either find success as a VA, or help you realize it may not be the best choice for you.
Having the flexibility of scheduling my work around my life (instead of vice-versa) has been a life-saver for me over the years, especially while raising three kids. BUT, I quickly learned that trying to cram work into early mornings, nap times and evening hours wasn’t producing the greatest results as I tried to scale my client base. Being professional and building a business takes intention, planning and scheduling.
I’ve seen many skilled VAs fail at their business because they lacked the discipline and work ethic it takes to raise themselves to that next level. Whether you’re looking to work part-time as a VA or replace a full-time income, and regardless of what area your specialty lies in, there are certain dos and don’ts to follow in order to not only find success in creating your business, but to help you create a referral-based business that will have everyone clamoring for your services. I’ve outlined the top 8 below.
DOs & DON’TS
DO:
Be clear and transparent with your clients, from your availability to your skills and everything in between. Let them know upfront what days and times you’ll be open to working with them and that although you’re open to learning new skills or programs, what your current strengths are.
DONT:
Tell someone you can work “anytime” when really, you can’t. You’re setting yourself up for a stressful situation and most likely a failed client relationship.
Say you know something when you don’t because you’ll Google it! Be honest that a program or skill is not something you’ve worked with before BUT you’re willing to learn. If you’re willing to learn on your own time be sure to let them know that. Once you have a good relationship established, most clients are happy to have you learn as you go.
DO:
Over communicate. I can’t stress this enough. The worst thing you can ever do is to keep a client guessing on where you are or what you’re doing. Being responsive to your clients is essential in establishing a good relationship.
DON’T:
Guess. If you have a question…ASK.
Wait for an answer. If your client isn’t responding, PICK UP THE PHONE. If you can’t move forward without an answer from them, don’t just “put it on hold,” timidity will not be your friend in these situations.
Go MIA. I’ve seen it happen with clients and VAs and to this day shake my head on what they were thinking. If you’re going to be out or something comes up that takes you away from your work, let your client know ASAP.
DO:
Be proactive instead of reactive. Always be on the lookout for what’s coming up to stay ahead of the game for both you and your client.
DON’T:
Be unprepared. Plan ahead for both you and your client.
DO:
Have a regular weekly check-in meeting. Whether you do this over the phone or on a Zoom call, be sure to set this up from the beginning.
DON’T:
Work solely by way of email and text messages. This is a sure-fire way for failure. Meetings will help clear up any questions and also add a layer of accountability to both you and your client.
Have a messy background on a video call. Always check this when doing a video call (aka…no dirty dishes piled up in the sink, your kids food all over the kitchen table or clothes thrown all over your room). I’ve seen this, trust me, it’s not a good display for your client.
DO:
Be professional. ALWAYS. Even if they say they understand your kids are home, they don’t want to see or hear them when they’re on a call with you (this goes for animals too). This is their business and they are paying you to help them.
DON’T:
Have your kids on your lap or running around during a meeting. If you or your client’s schedule changes and you know this will be the case, let them know up front prior to the meeting so they can decide if that’s okay or not, and possibly reschedule.
Same goes for your animals. If your dog is always barking or needs your full attention, make other arrangements when meeting with your clients. Our agency literally lost a big client because one of our VA’s had their dog barking for 2 hours straight during a training call. Instead of going up to her office where she could focus, she spent most of her time yelling at her dog to stop barking outside.
DO:
Be organized. This goes for both you and your client, regardless of what service you offer. You need to have systems and processes in place for working together, for your sanity as well as your client’s. You want to always make it easy for someone to work with you. This also goes along with organizing your schedule. Depending on the number of clients you work with, you’ll need to time-block certain hours/days for each one.
DON’T:
Try to wing – it with each client. You’ll miss important steps along the way and become inconsistent. Creating checklists for each area or task you work with clients on is helpful in keeping your work streamlined.
DO:
Admit to mistakes. Whether it’s a typo or you booked someone on the wrong flight, own it!
DON’T:
Blame others, the internet or Mercury in Retrograde. Your clients will appreciate you owning the mistake (and fixing it).
Charge them to fix your mistake. If you own, fix it, on your time.
DO:
Enjoy your work (and your clients). You started your business for a reason. Whether it was to have a flexible schedule, leave a job you hated or create financial freedom for yourself and your family, the underlying “want” of all of us is to enjoy what we do, not just why we’re doing it.
DON’T:
Take on work you know you don’t want or like to do because you need clients. Be clear on what you want to build your business doing and stick with it…your ideal client is out there.
Take on clients that you know, from the first interaction, are going to be difficult. If they’re difficult in the beginning, they will be difficult the entire journey.
Discount your prices. If someone can’t afford your services they are not your ideal client. Know this up front; be firm and confident in your pricing.
I’ve worked with hundreds of clients and virtual assistants over the years. This list covers some areas for you to think about before (or during) the time you’re working with clients. Like any relationship, it takes open communication, clear expectations and patience to have a successful partner to work with. Following these dos and don’ts will help you set some guidelines for a great experience for both of you!
Laura is the founder of Elite Virtual Assistants which is a virtual staffing agency, The Elite VA HUB which is a free resource area for virtual assistants and Elite VA Match which is a match-making website for do-it-yourself-ers. Are you ready to learn the Ultimate 5-Step System To A Wildly Profitable Virtual Assistant Business? Join my free masterclass today! You can sign up here.
Laura is the founder and visionary behind The Elite VA Hub. From her own experience working as a virtual assistant for over 20 years and running a virtual assistant agency, she saw the struggles some virtual assistants had working with clients. Her vision morphed into providing the support, resources and community women need to take their special skills and talents and transfer them to the virtual space. Laura takes great pride in helping provide resources in the areas that virtual assistants need the most support, and collaborate with experts in these areas. She is blessed with her amazing, supportive family, her faith and living life to the fullest.