Happy Friday Eve, everyone! We're almost to the weekend, and I'm going to get straight to the point: Virtual Assistants are game-changers. Period. Think about it - reclaiming your precious time, banishing those redundant tasks, finally finding that work/life balance, and building a genuine connection with someone who gets you and your business. It's the dream, right? And for small to medium-sized businesses, leveraging a VA, especially for that beast of work we call "admin stuff", is often the smartest move on the board.
Here's the tea though, whenever I hear complaints about a VA's performance or the "nightmare" client, the reality almost always boils down to a breakdown in management and communication from both parties. As a client, direct and clear communication is absolutely non-negotiable. This isn't just a love letter to VAs (though it is!). My aim here is to offer a two-pronged approach: actionable advice for the overseeing manager/client on how to effectively guide their VA, and equally valuable insights for the VA on how to proactively bridge this gap. No more work drama and everyone wins! Haha, not quite... only in a perfect world... but you can significantly improve the VA/Client Kick-Off Process in order to build a strong foundation for your working relationship to blossom by considering these points:
The Communication Cadence: How Often & How Long?
- Manager: Is your communication setting your VA up for success? Have you clearly defined update frequency/realistic task milestones and/or deadlines? Did you provide background info, including past roadblocks or preferred vendors, for example? Are regular check-in meetings scheduled and consistently attended by you? Are you easily accessible and responsive? Often, a moment of honest reflection reveals communication gaps. Remember, your commitment to clear and consistent communication – including overcommunicating when in doubt – is paramount to a successful VA engagement. Neglecting this can undermine the entire partnership and trust, so prioritize open lines of communication to ensure a thriving working relationship.
- VA: ^^ Literally this goes for you, too. If your client hasn't provided crucial details, are you actively seeking them out? Are deadlines clear, and do you ask when uncertainty arises? Before exploring new vendors, did you inquire about preferred options? Have you established their preferred communication methods/cadence? Are you saving records of communication attempts? Are you consistently accessible and responsive during your defined working hours, while also attending scheduled meetings? Remember, a successful VA partnership thrives on clear, two-way communication, and your proactive engagement is key to building that bridge.
Understanding the "Why"
- Manager: Understanding the objective behind a task or project is crucial for your Virtual Assistant. When your VA grasps the specific "why" and desired outcome, they can ensure the it's precisely tailored to your needs. This clarity of purpose empowers them to make informed decisions, prioritize effectively, and ultimately deliver results that truly align with your vision. Be sure to discuss upfront, and oversee their performance aligns throughout the engagement.
- VA: Make it a best practice to proactively inquire about their "why" during your initial consultation or as early as possible. Sometimes this might not always be a priority for your client to go out of their way to share with you, it's your responsibility to ask probing questions to uncover the details. Being uninformed or appearing indifferent to their specific requirements leads to avoidable errors and subpar performance. Understanding your client is the key to your success in this business.
Providing Your VA with the Right Tools.
- Manager: Before your Virtual Assistant can effectively tackle assigned tasks and projects, ensure they have the necessary resources at their fingertips. This includes confirming they possess the required skills and understanding, as well as seamless access to all essential files, systems, and login credentials. Proactively addressing these logistical elements from the outset is fundamental to fostering a productive and efficient working relationship, preventing unnecessary delays and frustration for both parties.
- VA: Follow up with the client if you haven't received this within 24-48 hours of beginning your engagement and continue to do so until resolved. If they're having trouble, offer to call the Help Desk, IT MSP Firm, SaaS Customer Success Rep, or whatever/whomever system you're having trouble setting up with. Again, the client is busy, and 9 times out of 10, you'd be able to sort this yourself. (I understand some situations you won't have the authority to do so, but offer to do what you can.) When in doubt choose to be proactive and lead with a forward-moving momentum approach.
While these three areas: communication, context, and resources may not be a resolve for all potential challenges, they consistently represent the primary sources of friction between clients and their VAs. These are the breeding grounds for misunderstandings that can snowball into bigger, more significant issues and.... drama. Addressing these elements proactively won't guarantee a perfect utopia, but it provides a solid framework for the engagement to start on a positive note, fostering a respectful partnership, and maximizing productivity from the outset.
Until next time,
-Brig