Seriously. We don’t. But if a client doesn’t trust us, we don’t have much choice.
‘I’m very sorry, madam. Of course, we’ll tell him you called. But I’m afraid I don’t know if the scintillator valve on your SP193 has a bifurcating dongle…’
So it’s great when clients trust us – and give us full access to their systems.
Recently we covered for the owner of an executive courier company who was going on holiday.
He gave us the details of his four drivers. Forwarded his phone calls to our office. Even-handed over his business mobile – and gave us access to his email accounts.
He also gave us every piece of information we could conceivably need.
We’d regard that as Trust with a capital T.
So while he was away we answered all his phone calls. We responded to emails on his behalf. Raised quotes for him. Took bookings for him. Dealt with his drivers and gave them their instructions. Even made courtesy follow-up calls to his clients.
As a result, the only people who knew the boss was away were his own drivers. So he could enjoy his holiday in peace.
(And we had his business mobile. So there was no risk it’d get thrown in the pool…)
It’s all about the process
If we took you on as a new client we’d want to find out as much about you as you’re willing to tell.
Your contact details (all of them). Your client details (including which are the most demanding and which need to be handled with – shall we say – particular care…): ‘Please be aware that if you use the word ‘cheese’ in a conversation with Tom H**** he will immediately scream, jump up onto his desk, and sing the Marseillaise.’
We also like to know what software you use. What services you provide, and what they cost. Who your ‘go-to’ people are: ‘Please pass any calls about the SP193 to Mrs. Slocombe. She’s the only one who has the first idea of what it does. Or how it does it…’
And we’ll take the time to understand how your business processes work. Plus making a note of any password or login details we need to make sure they do work.
Then we write up everything we’ve learned in a document. We call it your Standard Operating Procedure. And (if you want us to) we’ll hand a copy to you.
It’s a valuable document. And yes, it’s yours.
Because real trust works both ways.
So if you’d like to know more about the way a ‘proper’ Virtual Assistant works, feel free to give us a call on 01638 741079. Or email us at firstname.lastname@example.org.