My clients are scattered throughout the country, in different time zones, and they are extremely busy, so it’s not often that we have an opportunity to speak on the phone, let alone meet in person. Our relationship is mostly developed through email communication, so I have to do all I can to promote confidence as well as a sense of familiarity.

The issue of “bridging the distance” is not exclusive to a Virtual Assistant business model. In these technological times, many other professions work with clients they may never meet face-to-face. I am pleased to share some examples of how I have been able to nurture my VA client relationships from afar:

• Keep them updated regularly on all assignments, pending projects, and reminders. For example, “Do you want me to follow up with Mr. Smith on the proposal we sent him last week?” To keep my updates brief and concise I use bullet points, e.g. “I have submitted your Press Release to the following outlets …”
• Make them look good to their clients. I have clients who provide direct access between me and their clients. Whether it is through email or on the phone, I handle all communication in a professional yet with a friendly manner. Often times I receive feedback from my clients such as “Mr. Jones sent me an email and commented on how helpful you were.”
• Proofread and edit for content. Many of my clients have top-notch writing skills, but they appreciate—when they ask me to proofread their work—that I check not only grammar, spelling, and punctuation, but also review for content. I often include my own redline suggested edits to enhance their message, and I include comments such as “You may want to mention your upcoming event in this paragraph.”
• Manage important correspondence appropriately. Although my clients trust totally in my abilities to communicate their message effectively, for extremely important or sensitive correspondence, I send a draft to my clients first so they have an opportunity to add or edit. Once approved, I copy or blind copy them on the final email.
• Make it my business to know their business. Even if it doesn’t pertain to me, many of my clients copy me on all their email correspondence so that I am “in the loop”. I keep a ‘tickler’ file on my desk: this way pending items don’t fall through the cracks. Many times I hear “Thank you for reminding me. I had forgotten about that.” I also keep my clients’ businesses in the front of my mind and send articles or other items I think would be of interest or relevance to them.

Although your VA business model may not be the same as mine, I hope these examples have provided some helpful ideas for you to consider and that I have provoked you to think of ways you can enhance your own cyber-clientele relationships. I would love to hear your feedback, so please leave a comment below.

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