I know a lot of virtual assistants (VAs) who are hesitant to ‘bother’ their regular clients or are afraid of contacting them too often unless there is a specific issue they need to discuss. I also know of clients who feel the same way about their VAs.
While it’s always necessary to ‘touch base’, especially when you are unsure of something or need clarification, even if things are running smoothly, a quick email or 5-minute phone call on a regular basis is a great way to discuss new ideas, offer feedback on various ongoing projects, or just to connect and say, “Hi. How’s it going?”
Don’t be shy. In today’s ‘virtual’ world, emails, phone calls, text messages and IMs are the equivalent of stopping in the hallway to chat, running into someone in the lunchroom, purposefully walking to their desk, or perhaps even accosting them in the parking lot. (Okay, I didn’t actually mean “accosting” them.)
What I feel most strongly about is the need to touch base frequently in order to form a successful client/VA relationship. Otherwise, both parties can feel quite isolated. At some point (as a VA), you may need to contact your client and say, ”I’m not quite sure I understand what you need from me,” or (as a client), “I know what I need, but I don’t know quite how to get there. Can you help?” But sometimes equally important issues and fresh ideas can arise during a simple, friendly conversation.
Some clients and VAs have established a more formal weekly phone meeting or online chat session on a regular basis. This is a great method because if there is a non-urgent issue, both parties know it will be discussed during their regular session.
Frequent communication helps clients and VAs feel more human with one another. It allows them to get to know each other’s personalities, just as if they were in the next office or cubicle. They don’t have the luxury of grabbing a coffee together, celebrating office birthdays or even admiring a new haircut or brand-new outfit. These little things are what help make us feel more ’real’ to each other.
Having said that, I’m not advocating going overboard and sending a daily “Good morning” email or anything like that. After all, we’re all very busy. But chances are, clients and VAs could benefit from a little more ‘water cooler’ time a little more often, even when no specific issues are demanding their attention. Often during these more-relaxed sessions, some amazing ideas and insights can come to the surface.
