Newbies: Dealing with Clients
A lot of newbie Vas and Transcriptions have a Secretarial background, so should be used to dealing with clients...
• The quicker you reply to an email, sms, fax or query from potential clients, the more likely you are to secure that client.
• Clients must be treated as equals, you are both on the same level, and you are providing them with a service they require.
• I learnt very early on in my career to provide a quality customer services and I have always done this with my clients. I treat each client as if they are my only client and they know I have a lot of clients, but I make them feel special and make them feel as if their work is very important to me and I would say that clients appreciate this.
• Never try to sell a service to a client that you cannot perform, the client will immediately pick up on this and very soon you will be caught out. Only offer the services that you have experience in.
• Be confident in your approach with potential clients, the more confidence you show in knowing what you are doing, this is again a way to bag the client.
• Show an interest in getting to know your client, ask for company profile, company website so that you can see what that client does, that is a great help when sending out emails, doing PowerPoint presentations and doing press releases for clients and it shows you are interested in knowing more about them.
• You as a VA or Transcriptionist should be the one who gives your client a rate for the job, not the client. You should be able to negotiate on deadlines, as you know how long jobs take to do. The client does not always know and often it is the case in transcription. The client has no idea how long it takes to transcribe an hour’s work, but you do. If the deadline is not reachable negotiate with the client and tell them it is unmanageable, be honest up front, never be afraid to approach a client, you are on equal terms.
• Do not address clients as Sir, Madam, and Mr Brown etc; address them by their first name, as they do you. You are working with them, not for them, the way you address the client makes a difference in how they will treat you and the level in which they converse with you on.
• VAs and Transcriptionists are Business Owners, so make sure you portray this to prospective clients.
If you need help or assistance in dealing with clients, please approach us at Tavasa. We have lots of experience in dealing with all types of clients.
© Copyright 2009 Alison Fourie, Tavasa. All rights reserved.