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Ask the Master Newsletter Archives
Welcome to the previous editions of the Ask the Master newsletter.
On your left you will find links to tips and the how to’s of
running a Virtual Assistant practice. We hope you enjoy your stay
and if you have a question you’d like answered send it to submission@vatp.ca.
Ask
The Master
January 2005 Volume 4/Issue 1 |
Welcoming Your Clients
Do you lay out the welcome mat for your new clients? Begin laying
the foundation for your relationship.
Bringing on a new client you can be both nervous and excited. Since
in most cases you will not know your client or their business very
well the more information you can gather about them will support you
in getting to know them and where to start working with them, especially
if they are not clear about this. Begin laying the bricks for a strong
start to your foundation.
Warmly,
Mary-Lou Ashton
Master Virtual Assistant
Questions In This Edition
(Click on the links to go to that question.) What can I do
to improve communication with a client?
What do I need to
bring on a new client?
Create a welcome package to send out to new clients. Include forms
to gather information you will need about them and documents they
will need to understand your relationship. Keep in mind that the
reason they are usually coming to you is because they are extremely
busy or overwhelmed so you do not want to add to this by sending
a large or involved package. Communicate you will be doing this,
how they can expect to receive it and what you need for them to
do with the information. This process should be documented as part
of your internal business procedures.
What information should
I be gathering about them?
First of all you want to have all their contact information, correct
spelling of name, address, phone, fax, email, web site, cell phone.
Also request any additional information you may want such as birthday
or how they heard about your services.
You then want to gather information about their computer system.
Are they using a PC or Mac? What software do they use? What is their
operating system?
You also want to ask them for any current marketing materials they
are using for their company, flyers or brochures, and company logos
and letterhead. Find out what their mission or vision statements
are if they have them.
What information should
I be giving them about my company and myself?
The main thing you want to provide them with is an agreement or
terms and conditions for working with you. While you most likely
will have discussed some of this verbally you want to have it documented
for future reference. You want to be sure you are both clear on
the following:
- Confidentiality
- Pricing and payment policy
- Reimbursement of expenses
- Copyright and ownership rights
If you have not already done so you may want to also include a
bio or profile about yourself.
If a client is not clear,
how can I gain clarity around where to start or what services they
may need?
Create a questionnaire designed to ask specific questions about
where there may be a gap for you to fill. Find out what they like
doing the least in the administration of their business, something
they continually procrastinate on, tasks that consistently are not
getting done, ideas they have always wanted to implement, goals
they are not being reached, standards that are not being met, processes
or procedures that are not clear.
In addition take a look at the information they provide you about
their company. Do they have a professional image? Is their consistency
in that image? Is there anything missing that would improve their
image?
Is there anything else
I should include?
Most definitely! Be sure that at the front of the package is a
letter welcoming them as a client. Congratulate them on taking that
step to hire you and grow their business. Let them know you are
excited about working with them and look forward to a successful
relationship.
Brought to you by
Virtual Strategies
and the Virtual Assistant Training Program
Making dreams reality!
www.vatp.ca
info@vatp.ca
1-604-483-3740 |
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