The VA Identity Crisis
February 17, 2010
While the industry is not brand new, its recent growth and burgeoning popularity brings to light the relative youth of Virtual Assistance in the online business world. As a developing industry, one of the issues that I see is one of identity; both self and external perceptions.
There is work by virtual assistants and organizations to define who we are: The VA Chamber of Commerce, IVAA (International Virtual Assistants Association), CVAC (Canadian Virtual Assistants Connection) and industry forums like VANeworking.com and VirtualAssistantForums.com are some examples.
The problem is that there is no one size fits all title here; virtual assistants are as varied in location, service offerings, and expertise as any other business to another.
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Valentines Day – Customer Appreciation Day for Lovers?
February 14, 2010
Today’s the day that love fills the air. Bow and arrow armed cherubs, roses, decadent chocolates.. blah blah blah
Truth be told, I abhor Valentine’s Day and everything that it has come to stand for in modern society. When my husband and I started dating, one of my first requests of him was to please, please ignore Valentine’s Day. The poor boy was confused! Did I actually mean it, or was this some kind of a trick or test?
Twelve years later, and he’s finally relaxed. It’s no test; it’s just part of my eccentricity!
So what has this got to do with small business in Canada you may be wondering? Bear with me, I’m building up to that.
In my view, Valentine’s Day has evolved into a cruel day that punishes the haves and the have nots. It sets up expectations with antes that are upped each consecutive year, and the financial cost is, well, ridiculous.
I want to feel loved and appreciated the whole year round; not bought off with pricey gifts on a commercial day that makes us feel that we have to participate.
Valentine’s Day is like Customer Appreciation Day for Lovers
Imagine if your business chose to forgo the regular customer and client appreciation and thank-yous in favor of one giant gesture one day. While Open Houses and traditional Appreciation Days are great marketing tools and a way for brick and mortar businesses especially, to connect with their customers, it does not, or should not be the only time you thank your customers or clients.
Customer appreciation is something that should be done continuously; it should be a part of how you do business. It serves to remind your customers that you are the best option for their continued support, and happy customers are more likely to spread the word about you to their friends, family and colleagues – resulting in free advertising for you, and hopefully, more business as a result.
Some of you may catch the irony in my posting a message about customer appreciation by comparing it to what I find to be a distasteful tradition and then using the hype generated by that very day to draw readers in.
What can I say? The cupid’s arrow must have missed me this year.
Marketing by Referral
February 9, 2010
We all know the value of building business through referrals: it’s one of the best forms of advertising and there are no obvious monetary costs. A recent article at the Entrepreneur.com – 7 Ways to Get Great Referrals – has some great suggestions and ideas for generating word of mouth buzz. One of my clients could be a case study for that article; placing extra emphasis on service and client care.
Handle the Client, not the Transaction
My most important ongoing task for this particular client is in customer care. Every single order is responded to with a personal email, thanking the customer and making sure they know who to contact if they have any questions or concerns. Then, after the order has been received and the client has had an opportunity to use the product for a couple days, they receive a 2nd email, checking in on their satisfaction.
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Managing Client Calls – Which Service to Choose?
February 2, 2010
Even Online Businesses Need to Answer the Telephone
An important part of any business, virtual or brick and mortar, is making sure to have reliable methods of contact.
The most traditional, and still very important contact method is via telephone. I know business owners and managers whom insist that picking up the phone is the best way to do business, and further, if a company is not available by phone, then they lose out on their business. While I may not agree with their stance, it does illustrate the importance of having a reliable business line.
Many entrepreneurs and small businesses struggle with choosing the right amount of service.
- Do you have need or want a 1-800 (or toll free) number?
- Do you have need or want a fax service?
- Do you want call forwarding or mobile access?
- What kind of long distance plan will you need? (Are your calls within Canada/US or worldwide?)
- Do you have a need for more than one line (Customer Service vs Sales?)
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