Today, virtual assistants have to go a lot further to please their clients and customers than in the past. The experience of each and every client and customer is important to the point of VA businesses having to consider the experience of one user over the masses. After all, you want each client or customer to come away with a relevant experience that they want to tell others about.
How a client or customer experiences you or your business has a lot to do with various aspects of your offerings and at what level they entered your sales or marketing funnel. You want each one to feel that you thought of them throughout their entire journey regardless of where they entered, in a way that differentiates you from the competition.
1. Know Your Customer – You hear it all the time, and you’re likely tired of it; but the fact is, if you don’t know who your customer is and what they stand for, you’ll have a hard time creating products, services, information or platforms that resonate with them.
2. Talk Their Language – If you want to be relevant to your customer then you need to speak their language. Spend time in communities with your customer to find out how they speak to each other so that you can comfortably talk to them the way they talk to each other. I learned this early on while working with coaches as a tech VA – they used the term one-banana (landing page) and pink spoon (squeeze page) so I learned it as well and during our consultations I made a positive impression because they didn’t have to explain this to me.
3. Deliver Enormous Value – In order to truly improve your clients’ experience, deliver the best value you can afford to deliver. Under promise and over deliver for every product or service you do for your clients, every single time. If your sales pages promise the moon, make sure to include the stars too. Here’s a quick example: once my client and I signed the contract and I began to work with her, I let her know that because she’s my client she enjoys access to my web monitoring service, social media management tool. These are things that I pay for and use for myself and my sites but they have multiple licenses so the client doesn’t need to pay for them. Just another way to add value without having to provide tons more service or cost anything.
4. Make It Timely – You want to be sure to deliver the right product or service at the right time. This happens with continuous research into what your audience wants, needs, and expects, as well as a good understanding of the technology available to you to make delivery better.
5. Provide Options – Most online business owners today like having options. If you can provide your client or customer with different options including delivery methods, formats, price points, packages, whatever applies to how you do business, you’ll have much happier customers.
6. Let Your Customers See You – Let your customers in on who you are, what your voice is, and what you stand for. I say this with a little hesitancy because sometimes this can backfire. For example, I tend to not post anything on social media pertaining to politics or religion because 1) it doesn’t have anything to do with my business and 2) it can cause a whole host of problems, reactions, controversy, etc. Because chances are your ideal client may NOT be of the same political or religious mindset that you are and that’s perfectly ok. But I feel safe here in the blog so I’ll just say I’m pretty liberal and agnostic. There, hope I didn’t ruffle any feathers.
7. Ask for Feedback – Don’t skimp on getting feedback from current clients and customers when you can, whether it’s during a team meeting, end of probationary period, etc. The more you ask, the more answers you’ll get, and the better your services will be. How else will you know what they want unless you ask?
A couple of other points…
When it comes to online store purchases, poor customer experience is a main factor in lack of repeat purchases. Even if your product delivered what you said it would, if getting it was difficult, or navigating your website was hard, they’re not likely to want to do it again. It’s up to you to ensure that each customer’s experience is optimized from end to end in order to maximize potential earnings – because getting a new customer costs a lot more than keeping the ones you have.
When it comes to working one on one with clients, not understanding the client or their business is the number one reason why business owners let the VA go. I try to see what makes my clients tick, what to they value most? And then I make sure I deliver. Sometimes it’s just doing what I say I’m going to do and doing it on time and other times it’s responding quickly – each client is different. Get to know your clients and they will be become loyal and raving fans I promise.