Relationships to success…

So, it’s been a while since I have been ‘active’ on social media…why is this? Well, apart from what is obviously happening globally, there is always so much ‘to-do’, so many ‘places to be’ (usually) and so many ‘things’ to commit to - and that’s where I have been – by my clients' side.

I always pride myself in client support and my approach to customer service. I try to treat people how I would like to be treated, in both a personal and professional capacity. Everyone wants to be treated as an equal and feel good, right, or is that just me?

When you receive an open or friendly email or telephone call, or are just greeted in the street or shop with a smile or friendly approach, how does it make you feel? You want to ‘pay it forward’ right?

 

 

 

Transparency and collaboration 

One of, if not THE most important elements of running my business and something I pride myself on is transparency and collaboration. My clients tell me it’s just one of the many reasons they come to me and stick with me; how I build and maintain relationships, communicate openly and honestly and act as their ‘right hand woman’!  "With you at my side I can relax" – Beata.

It is vital that from that very first exchange, whether on the phone, via email, website, social media or WhatsApp (yes, I receive enquiries over WhatsApp!) that I strive to look after my client’s well-being, with a 1st class approach.  

Whether I am looking after a client’s email, diary, team, finance, research, project, social media or business process, I ensure that I take care of them and the job at hand, as though it is my own.

100% attention to detail is a MUST at ALL times! I read things once, twice, three times…and ensure that everything is considered carefully and discussed where necessary.

My clients need to have complete trust in what I do, whatever the task. I assure them that it will be taken care of in the best and most efficient way, from beginning to end, with an open and transparent process throughout. If there is ever a question, it is asked, answered and discussed until clarified.

With the pace of life these days, cyber fraud, privacy and GDPR compliance, it is critical that due diligence is demonstrated throughout. If EVER there is cause for concern this should be and will be highlighted and discussed. It is imperative that both parties are comfortable, not only with the tasks being carried out, but the way in which this will be done.

 

 

The bigger picture

Some of my clients start off by using my services on an adhoc basis and soon come to realise how much value is added and how much time they can save by using my services. They can start thinking about the bigger picture, the more important things, their clients, strategy, the main focus of their business and of course be able to clock off early from time to time to see their children or hit the gym without feeling guilty! More often than not, they then become part of my regular retainer family, enabling us to work together in a more succinct and strategic way.

When I first started VA-UK, people told me: “You should have a separate phone number, you should turn your phone off when you’re done, don’t work weekends, you should tell your client’s when and where….”. Whilst I am pretty clear about my hours of work and what I can and cannot do, the most common thing my clients tell me is the fact that they love my bespoke offering and my flexibility through and through, no one client is the same.

They know that if they call or send a message, they will almost always receive an immediate response - and if not, within the hour and it will always be me! No need to ever have to try to get through to someone, have someone never call them back and have to chase. There’s nothing more frustrating than having to repeat yourself and explain:“When I spoke to….I left a message with…last week…”.

Yes, I have my weekends and I have my evenings, but I love what I do and I love the clients I work with. I left corporate for many reasons, one of which was to use my own initiative, have some autonomy and make my own choices, which I am now able to do. My clients always come first, and we make decisions together through our collaborative efforts. Of course, on occasions some of the work has to be carried out in a certain manner and simply needs to ‘be done’. Very often there are projects which my clients are very happy for me to take the lead on, so when I offer up a solution, they usually accept and agree to me taking it forward. I take them through my thinking process and we work together on streamlining and look at how I can add value; freeing up their time for more productive areas of their life and business, whilst I ensure everything is running smoothly in the background without them having to worry or even think about it.

 

 

Balance

Of course it’s important to adopt and maintain a professional approach when dealing with my clients and there certainly needs to be a balance between simply doing my job and going the extra distance, otherwise where does one draw the line, but we are humans after all, we all have feelings and need that personal touch, reassurance, support and good sense of teamwork. 

How many of us look at our phone as it rings and see that dreaded name appear on screen…our heartbeat increases, our palms become sweaty. We answer as we rapidly act out how we think that call will go and either it goes the way you anticipated and you keep dreading the work and all the calls that come with it, or you change it. Perhaps it’s far better to have ‘that’ conversation and get it out of the way or agree to disagree and spend your time and energy on working with people that you enjoy working with!

 

Better still, leave it to your VA.

 

Nicky Myers - Virtual Assistant and founder of VA-UK

 

 

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