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Make the Client Feel Valued!

make a client feel valued

The difference between a good virtual assistant and a great virtual assistant is not vast. In fact it can hinge on one characteristic –– making the client feel valued, as if they are your only client.  Yet how do you help a client feel valued like a one and only, especially when the two of you are never in same room together and only know each virtually?  Personally, I believe the most important thing you can do to show a client you are dedicated to their success is to get to know them, and let them get to know you.

Getting to know someone online only can be a real challenge, and letting someone get to know you can feel counter-intuitive. Yet a great VA will make the client feel valued by helping them realize there is power in relationships. Who you are and who you become in your industry revolves around the relationships you have with your co-workers, colleagues, and clients.

Developing a relationship that makes a client feel valued starts with that initial meeting. Begin the conversation by asking things like, “Which method of communication do you prefer?” and “How often would you like to receive communication?” Once that’s established, the VA should adapt to fit their communication preferences.

Some clients are talkers (verbal communicators), and can get a lot more done with a phone call than a month of emailing. Other clients are writers (visual communicators), and are much more efficient with one or two concise emails each day. Don’t just find out their style of communicating and leave it at that!  Make the client feel valued by sharing yourself with them and let them know about you as well.

Continue to make the client feel valued by sharing with them, and asking questions to further your mutual understanding. Some questions should be about learning their procedures and how they like to do things, and some questions should be about them as a person. Often that helps me to find better ways to interact with them, or learn their strengths and weaknesses. At this point, I begin to let my clients see me as a human being, let them know a little about my personal life, and one or two of my personal interests. Keep it professional and appropriate, but let your client see that you are a person and let them know that you are willing to go above and beyond for their success.

Finally, once I’ve been with a client for a while, I use the knowledge I’ve gained about their personality to make them feel valued by allowing them to be who they are.  Not every client is going to react the same way to similar circumstances. So if I know that one may react with a knee-jerk reaction and then settle down and think, while another may react with withdrawal, considering all the options before they reply—I let them be that way and don’t expect them to react differently.

At this point, it’s my responsibility to be a great virtual assistant and let my flexibility and skills shine through, as I work together with the client in a way that makes them feel valued. This way they know I care about them, and their success.

Photo credit: labeled for reuse.

Posted on April 30th, 2014 by Client Advocate Team

1 Comment »

Bethany Downes says:

Interpersonal skills as well as good working relationships with the client is always important in any business may it be a big business or small. Building and maintaining good client relationship is a part of working life and is very important for employees and businesses.

Posted: April 30, 2014 @ 8:36 am

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