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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
November 2005 Volume 4/Issue 11 |
Creating Admin Procedures
Creating admin procedures for your business is essential and empowering.
How empowered are you?
I remember getting 8 clients over a period of 2 weeks when I was first
starting out. I was more scared than excited because I had no idea
what my next steps were going to be with these new clients. Thank
goodness my planning skills have improved since then! Let’s
discuss creating administrative procedures for your business.
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?
Why is it so important
to have procedures in place? A previous client told me that
clarity is power. This statement has continued to have on impact
on how I do business.
When we are not sure about what or how we are going to do something
our insecurities and lack of confidence show up in subtle ways.
By taking the time to get really clear on each step required for
you to do business you eliminate fears and become empowered. It
raises your confidence level, which increases your level of attraction
and potential clients pick up on this. You have the ability to turn
fears into confidence!
How do I go
about creating my admin procedures? Start out by simply
documenting the steps you feel you need to take for each situation
that may occur in your business. When the situation arises pay attention
to the steps you do take or anything that may be missing from them.
Continue to update your document to reflect the most current steps
being taken. As the business grows or changes so too will your procedures.
This is a work in progress.
What
type of situations would I need to have procedures in place for?
General inquiries, potential client inquiries, client interviews,
bringing on new clients, requesting testimonials, asking for referrals,
obtaining feedback or debriefing with a client, ending a client
relationship, requests by other VA’s for work, hiring an assistant,
team member interactions etc.
Can
you give me an example of what a procedure may look like? An
example for general inquiries:
1. Via email
- a. Send inquiry response template
- b. Customize highlighted sections i.e. name
- c. Send invitation to distribution list
- d. Send latest newsletter if appropriate
- e. Add to contact database
- f. Follow up after 3 days to ensure receipt and if any additional
questions
- g. Follow up in additional 3 days and again in another 3 days
if still no response
- h. If no response file in dead leads
2. Via phone
- a. Return call within 1 business day
- b. Request a time to set up a meeting
- i. Be prepared if ready to discuss immediately
- c. Offer to send additional information if appropriate
- d. Get permission to send invitation to distribution list
- e. Add to contact database
- f. Follow up after 3 days to ensure receipt and if any additional
questions
- g. Follow up in additional 3 days and again in another 3 days
if still no response
- h. If no response file in dead leads
To
whom else is it important that you have admin procedures? Your
clients! It is just as important for you clients to have procedures
set up to handle the situations for their business. This ensures
consistency and quality of service. Documenting these for clients
also provides a tool to use for vacation coverage or training.
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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