As you build your business and begin to form relationships with your clients, make sure you are treating your clients well. And I don't mean doing the work well and calling it a day. If you are serious about cultivating relationships that will last a long time, you need to do more. Here are some things you can do to keep the relationship going in the right direction:
- Exceed expectations - Go above and beyond what is expected…every single time.
- Be ultra responsive - Don’t make your clients wait to hear from you. Even if you aren’t able to respond in detail or do the work immediately, shoot them an e-mail so they aren’t left hanging.
- Listen - Truly listen to what your clients are saying. You may realize there is a better way to do something for them, or you may discover new areas where they could use your support.
- Be willing to make suggestions - Every client relationship should be a partnership. If you think a new process or system might make them more efficient and productive, speak up!
- Make them look good - Do your work well consistently.
- Be honest - If you’re not comfortable with a certain project or feel like it might be out of your area of expertise, talk about it.
- Communicate well - However you communicate -- e-mail, phone, face-to-face -- be clear, coherent and professional.
At the end of the day, make sure your clients know you appreciate them. A note or informal e-mail, a holiday gift, or an unexpected phone call to let them know they are valuable to you can go a long way in developing a long-term relationship. Once you get a hold of a good client, do not to let them go!
This is expanded from Chapter 4: Finding and Keeping Clients | Make 'Em Stick in the book, "VA Secrets Revealed! An Insider's Guide to Being a Successful Virtual Assistant." Grab a copy and follow along as I blog chapter-by-chapter!
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