Can’t I Just Hire A General Virtual Assistant?

Your business is doing fantastic. You have hit that six-figure mark long ago and as your next launch approaches, you know you need more hands on deck. As your clients pay more to work with you, they demand more and need more attention and care. You need a team that can follow your message stay true to your brand and supports your clients specifically. Don’t get me wrong, general virtual assistants are great and can really take a lot off your plate but when it comes to supporting your high-level clients you need a client manager.

When you need a specialist?

You need a specialist when you want them to do something specific. If you are looking for someone to help you set up and maintain your systems while making sure your clients are getting the support they need you want to hire someone who is in their zone of genius in project management and client support.

You want a client support virtual assistant who can entirely focus on your clients’ needs and the systems that help them achieve their goals.

You want a client support virtual assistant who can entirely focus on your clients’ needs. Click To Tweet

When is a general VA okay?

A generalist is great if you are looking for an assistant to handle a full arrangement of smaller tasks such as email filtering, content scheduling or social media management. However, the problem with hiring a general virtual assistant to handle your client support is chances are their focus will be divided by other tasks and client follows up will often be reactive.  

A dedicated client specialist will be proactive, anticipated your client’s questions, issues and the way you would want to handle those needs. Your client specialist will create templates to handle common inquiries, so they aren’t searching for the answer at the last moment. Your client manager can plan for regular updates and know that everything is happening when things need to be. Clients are getting their renewal notifications, modules are being released when they should, clients are getting the right emails in the right order at the right time.

If you are looking for someone to help you with your basic daily tasks, hire a general virtual assistant. If you are ready to give your clients the attention and care that will have them singing your praises then hire a client specialist.

Give your clients great attention & care. Hire a client specialist. Click To Tweet

It’s time to start providing your clients with a 5-star experience.I have three spots left for 2017 for my customer service package 5-star client experience, grab your spot now.

Let's Do This! 

5 Myths About Keeping Your Clients Happy

Happy client, happy business, right? It can be hard to manage the demands of your clients as your business grows. As your business grows you want to continue to provide that small business support your clients fell in love with but it can be hard. Today we are busting five common myths about keeping your clients happy.

You can’t respond until you have the answer.

Have you ever called your internet provider (or any call center) because something was wrong and proceed to wait on hold for half an hour? Chances are you were even more frustrated when you got ahold of an actual human.

Now think of an excellent customer service experience? Maybe you called a local business and the person who answer didn’t have an answer for you but was kind and promised to call you back with the answer when they got it and they actually did!

See the difference, even though the second person didn’t have the answer automatically they heard you and eventually got you help you need. That’s what your clients want. Everyone wants to feel understood especially when they are shelling out for high-end product or service.

Responding to a client and letting them know you’re working on resolving their problem or finding an answer for the answer can smooth over a lot of frustration.

Client service myth: You can't respond until you have an answer. Click To Tweet

Your clients want to hear from you, not your team.

This one is complicated. When you make a name for yourself online, you build a following. Sure other people are offering what you offer but the reason your clients pick you is that of your message and the way you package your offerings. When people think about that they often end up feeling like they have to answer all the emails and questions themselves. The truth is you can hire someone to handle your client’s needs so you can focus on making your programs and services the best. The trick is hiring a professional who understands your business and message. A great client specialist will know how you talk to your clients and will be able to replicate the same love and care, so they aren’t thinking, “Where is the CEO?” The right client support person will have them saying, “Wow she has a great team!”

Client service myth: Your customers only want to hear from you not your team. Click To Tweet

You have to be available 24/7 to keep clients happy.

You have worked hard to get your clients and build your business. You started with late nights and early mornings. Your mind has convinced you if you want to keep that momentum you have to keep up those impossible hours. The truth is if you keep those impossible hours all you will do is burn out. With the right team and right systems in place, your clients can feel supported continuously without you constantly working.

Client service myth: You have to be online 24/7 to make clients happy. Click To Tweet

Each client issue is different so I can’t streamline responses. 

While all people are different most client issues aren’t that different. The truth is most client issues fall under only a few categories, payment issues, system or tech errors making up a majority of them. You don’t have to be there to address every issue individually. Your client support works similar to a receptionist at a large brick and mortar business. They discuss common client concerns and carefully determine which questions you need to see. Your client specialist won’t come to you every time someone wants to change their credit card payment or someone has a tech issue.

Client service myth: Each client issue is different so I can't streamline responses. Click To Tweet

I have to be the only authority in my Facebook group.

As Facebook groups become more popular and almost an expected bonus of an online course it can be hard to manage. Way more public than a one to one email, you want to ride a balance of engaging with your clients while at the same time not spending all your free time answering questions about it. Having a client specialist work as a group admin is a great way to keep clients feelings engaged and supported without you wearing your keyboard down responding to every single question. By making them an admin and actually announcing that they are a member of your team and there to help you are passing some of your street cred onto them, so your clients trust their advice.

Client myth: I have to be the only authority in my Facebook group. Click To Tweet

Are you ready to start providing your clients with 5-Star client care? Check out my new package 5-Star Client Experience. I have three spots open for 2017.

Start Providing a 5-Star Client Experience

You open your inbox and it’s stacked with client emails.
“I can’t log in or reset my password.”
“I need to change my payment info before the next draft.”
“I don’t have access to module 3”
The list goes on and on. You still need to prep for your next coaching call and write this week’s blog post. You don’t have time to give them the help and attention you want to.You want to provide them with 5-Star Client Service, that’s where I come in. You know how to sell your programs and packages. People literally have told you, “Shut up and take my money!

customer service virtual assistant (VA)

You have this marketing and selling thing down! The only problem it’s becoming a lot. You’ve constantly brought on new virtual assistants and tried different software but you can’t seem to give your clients the 5-star attention you know they deserve.
It’s not your fault you are rocking the CEO role but what you need is someone who can put their entire focus on your client’s experience so you can focus on the part of your business that got you your clients…Your smarts, your marketing, your coaching, your material.

Why 5-Star Client Experience

  • Your client emails and systems are regularly monitored.
  • You have approved the templates for general client responses so you know you can back up what your project manager is saying to them.
  • After they finish your program not only are they excited to work with you at the next level but they are raving about you to anyone who will listen (generating you new clients).
  • You know word of mouth can be gold or lumps of coal for your business so you want to set them up for a next level customer service experience.
  • We work together to determine your client’s needs, obstacles and potential problems to create a proactive customer service. No more reactive stress.
  • This isn’t a general customer service package this is a custom premium project management and client management service.

How do I start providing an amazing customer service?

If you are ready to provide your clients with consist and dependable 5-star service you can reserve your package here! I am only opening up 3 spots to get started in 2017 so snag it now!

I Want It!