A situation came up for me recently that prompted a discussion with my client about the essential qualities of new team members (other Virtual Assistants). I thought I’d share a few of the main points as they directly relate to my work in helping Virtual Assistants find and retain clients.

I’ve always felt that the first few months of working with a new client is an opportunity to shine. As a VA, you prove your expertise, demonstrate your mindset, provide regular communication - essentially you want to impress your client and show them what you really have to offer.

It always surprises me when a VA does not take this opportunity seriously and then later wonders why the relationship is not building, or why it terminates all together.

Here are six areas that Virtual Assistants should consider - especially with a new client relationship - that will help them shine.

1. Be a Superstar
Realistically, it’s your job to prove to your client that you ARE the best person to work with them. By asking questions, learning more about their business, knowing what they want to accomplish etc., you will demonstrate your interest and eagerness in working with them. This in turn often inspires the client — they’ll want to share more, ask for your help in more areas and see you as an essential component of their business.

2. Timeliness
You’ve likely heard the saying “under commit, over deliver”. Getting your tasks and projects done according to the timeline set out is essential. But getting your tasks and projects done a little sooner is even better. For example, if you committed to completing the first draft of the ezine by end of day Thursday, but you completed it Wednesday afternoon and sent it to your client - I’m sure they would appreciate it. Even though they may not have a chance to look at it right away - the fact is you were able to get it done before you committed to. Give yourself more time than you need to complete a task …. it’s better than sending it in late!

3. Quality of Work
We all know we should be producing good quality work at all times, but sometimes we may be rushed and the quality suffers. Take the time to review, review and review again before you hit the send button.

4. Use your Initiative
My partner Tina and I teach VAs to apply your Mindset. When I ask online based business owners what they want from a VA - the most common response is “I want someone who is going to look ahead, take care of things and help me get things done.” This can’t be done unless a VA uses their initiative and applies their Mindset. Listen to their client … what do they want to accomplish? How can you take over some of the tasks so they don’t even have to think about them? Use your initiative and your relationship will grow.

5. Regular Status Reports
This is a MUST. Every VA, especially at the beginning of a new client relationship, should provide their client with a weekly update that includes:
- the tasks the completed during the last week
- the amount of time used within the week
- the amount of time left over based on their agreement

Virtual Assistants should not feel uneasy about providing this information to their clients on a regular basis. These details are critical in helping business owners understand where time is being used and decide whether there are more important areas that need to be worked on.

Providing this regular summary will increase your communication with your client in a positive way.

6. No Chasing ….
It’s really important that you keep your clients up-to-date on various projects and priorities on a regular basis - they should not need to chase you to confirm if a task has been completed. The same goes for any challenges that you encounter - let them know about the problem and talk it out with them. If they need to chase you on a regular basis on forgotten deadlines and priorities, they will lose trust in you and potentially think you may not be the right person to work with them.

Are you a superstar?

I keep hearing it over and over again …. online based business owners are wanting and expecting more from their Virtual Assistants.

It all seemed easier when I started my VA business back in 2003. Within a year or so, I became an ‘expert’ implementing online technology to automate a business - primarily the shopping cart. Word quickly travelled and before I knew, I had people continuously coming to me and asking for my help - simply because I specialized in this area.

Fast forward to 2008. There is so much more that online based business owners want to utilize in their business - there’s social media, more blogs, podcasting, online video, search engine optimization and hundreds of other areas that business owners are begging for help with.

Even more importantly, business owners are also starting to understand that one person simply can’t do it all. A search engine optimization expert may not also be a social media expert or a podcasting expert etc.

To get the best support in a specialized area, business owners realize they may need to connect with an expert in that area, instead of calling on a ‘VA who does it all’.

Within the Virtual Assistant industry there seems to be a myth that if you (1) market your services to a specific target group and (2) specialize your services rather than offering every a wide range of admin support, that you are limiting the growth of your business.

Quite the opposite ….. if Virtual Assistants select a specific niche to market to and work with and specialize their services, the will:

• experience an increased interest in their specialized services
• be able to select who they want to work with (their ideal clients)
• justify the increase in their rates
• build a successful business doing what they love to do.

If your Virtual Assistant business offers every administrative service under the sun, you may actually be turning away potential clients. Many business owners are recognizing the importance of working with a professional who really ‘knows their stuff’ and can do it efficiently rather than someone who claims to do it all. It’s a changing trend in the Virtual Assistant world.

What do you specialize in?

It’s been 5 and a half years since I started my Virtual Assistant business. It’s funny to think that back then, in 2003, I didn’t even know what a Virtual Assistant was! I started out thinking I was going to have a Secretarial Services business and take care of the odd job here and there ……. well I must have been sending out messages that I wanted much more because I did get much more than I ever bargained for.

As labour day approaches and my sons start school (grade 1 and preschool), I was reflecting on a chat I had with a colleague some time ago. We were talking about the challenges of running a home-based business and she asked me…… “Cindy, what does it mean to you to be a Virtual Assistant?”

I had to sit and think for a minute … my VA business and a typical day for me includes so much more than working as a Virtual Assistant to several clients. It includes:

• getting the kids ready for school/preschool,
• meeting with potential clients of The Multiple Streams Team,
• connecting with Virtual Assistants on the Team,
• looking after multiple priorities for my clients,
• responding to inquiries about my book,
• putting together details for teleseminars I’ve been invited to lead,
• providing support/mentoring to Virtual Assistants who are trying to build a business of their own

….. and so on.

FLEXIBILITY is the best worked I could come up with that describes what I love most about being in the VA industry.

When I started my business my ultimate goal was to be able to be a Mom, raise my son at home, and be able to contribute financially to my family at the same time. Now I get to take my kids to school each morning, pick them up in the afternoon, go to soccer, baseball, swimming, skating or whatever they’re doing at the time, participate in the school functions and so much more.

Great clients, partners, colleagues, and much more are other things I love about my work but… Flexibility is at the top of the list.

I have so much more to be thankful for …. what do you love most about the Virtual Assistant Industry?

Nico & Jacob Greenway - Yellowstone National Park - July 2008