Have you heard the news?
The Alliance for Virtual Businesses (A4VB) had its 1st ever “Break It Down Mini-Series” event the first part of December. And was it ever a hit! Attendance was huge and those present went away with many new tips on how to work with and how to use WordPress.
As a follow-up to our previous events, the #A4VB has scheduled February’s session, “Adding eBay Skills to your VA Services”.
In this webinar, Linda Anderson, eBay Education Specialist, will show you some things you can do to add ebay skills to your VA services. Which may help you to get new clients.
You’ll also have a chance to ask questions. You’ll even be able to share your own tips and suggestions with attendees if you want. We’re still taking names so register now.
Thursday, February 2, 4-6 pm (EDT)
I recently read an article by Robert Middleton entitled “Prove You Are the Solution”, and it struck a cord with me because many Virtual Assistants (and other virtual professionals) proclaim they are the solution to a client’s problem or promise to produce certain results, but never get the opportunity because they haven’t convinced the potential client during that initial conversation.
Proving It!!
There are some very simple tools you can use during the initial conversation or during the interview process to prove you can produce the results you promise. Mr. Middleton suggests that you be able to answer the following questions:
“How does this work?”
“Will this work for me?”
“How long will it take?”
“Is that really possible?”
“Who else has done it?”
Offering Success Stories
While these questions may not apply to your particular scenario or the problems presented, an easy way to showcase your expertise and abilities is to share success stories and offer testimonials from satisfied clients. Success stories should at a minimum include the following elements:
A description of the client’s situation or issue
The solution you provide to resolve the matter
Outcome, as a direct result of your involvement/contribution
By providing real examples, you demonstrate your expertise and skills in understanding clients issues, solving problems and contributing to the stability, growth and/or development of the entrepreneur’s business.
Testimonials
Testimonials are one of the easiest ways to document your expertise and ability to prove you get results! A simple strategy to obtain testimonials is to “ASK”!
Send your existing customers an email and let them know that their opinions are important to you. Ask them to give specific examples of ways that your company has helped them in their business.
Offer to post links to their site directly from their testimonial. They will get extra traffic to their site just for telling the truth about their experience with your company!
By showcasing success stories and testimonials, prospective customers become more confident about your ability to produce the results you promise.
What About You?
Do you have other ways you showcase your abilities to potential customers? Please share them with us here.
I am often asked, “how do you retain loyal clients?” While this seems a simple question, it isn’t!
The immediate, traditional responses that comes to mind include showcasing your expertise, and provide quality products, and superior customer service. However, an often overlooked factor impacting customer loyalty is the “value-add”.
What is value-add?
Value-add is often difficult to define because it’s how customers perceive themselves in direct correlation to your contributions. In other words, it is determined by THEIR needs and perceptions, and how much they “value” your relationship and utilize the resources you bring to the relationship.
The Intangibles
These resources are not necessarily your basic or core services; but the intangibles that are difficult and often impossible to measure — the individual “hidden jewels” you offer. Examples of these contributions include:
* your impact on saving time or money
* how the relationship contributes prestige and increased sphere of influence
* understanding “the big picture”, and offering insightful contributions
* ability to create customized solutions to cater to varying needs of different customers
* improved quality control and systems implementation
* input in developing new and advanced products/services
* access to network of service providers and noncompeting business owners
Loyalty Assessment
It is very important that clients recognize and acknowledge the intangible assets you bring to the relationship. When they complete this process and have assessed a high value, they transition into advocates. Eventually, these clients become stakeholders that recommend your services to friends and other business owners. When this occurs, you have developed a loyal client — one that should stay with you for a long time.
It is often difficult to recognize your intangible value-adds. Have you thought about and identified those you bring to a business relationship? If so, please share a few with our readers.
Ethical behavior, as defined by in the Free Dictionary is “action taken in accordance with principles of conduct that are considered correct, and conforming to accepted standards of social or professional behavior”.
Today, I received a request for quote from a potential client. She wrote:
“I need someone to pass a typing test that can type at least 65 wpm with 90% accuracy.”
Because I was confused, I contacted the individual for clarification and asked if she wanted us to take the test, using her name, and represent ourselves as her. The person responded “YES“. After getting pass my amazement that an individual would request such services, I responded…
My Reply
“We consider completing a test using another person’s name and on their behalf to be totally unethical and something we would NOT do under any circumstances.” Needless to say, I have not heard back from this individual.
A New Trend?
Is this the beginning of a new trend? Do prospects believe virtual assistants will do anything for a dollar? Has the industry’s brand been degraded to the point where some are “comfortable” in asking for these types of services?
I’m amazed! To ask a company (especially a company you are unfamiliar with) to pass themselves off as the individual taking a test (which I assume is for employment or school) is beyond my imagination. If a person will ask a professional to perform such an unethical act, can you trust the requester to act ethically in other dealings?
What do you think?
I’m not naive by any means, but this is truly a “first” for me, and I am perplexed that someone would visit The 24 Hour Secretary (and potentially other VA sites) and feel comfortable enough to ask for a quote for what I perceive to be an unethical act. I don’t believe (at least hope) that our site portrays an image that encourages this type of request.
Has anyone else received a similar inquiry? Is this a fluke or a new trend? Please share your thoughts and experiences.
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