[Kevin Cannella]

Working with people who had bad VA experiences - The VA Coach

The VA Coach said it was smart to steer clear of people who already had a bad VA experience when looking for potential clients, as a VA.

Here is part of my comment after reading the article:

I agree that the person will be assuming their new VA will screw up and they will just be sadly expecting it.

But I believe with the correct personal skills you can change the person’s perspective.
Understand the person’s current point of view and that they are expecting a screw up. From there make sure you nail your first couple assignments and formulate a relationship with the person so they can begin to trust you.

Empathy and understanding their point of view will go a long way in a situation such as this.

What are your thoughts? Should people like this really be avoided or are they just going to need you to exert a little more social and emotional intelligence than you would for a normal client?

[lilysunshine]

I don't think they should be avoided at all. I totally agree with you that it just may take a little more customer care.

But you know, I think it would benefit a VA to treat ALL of their clients with a little more care and intelligence, and not just the harder to convince one.

[AnthonyRusso]

When I have a potential client that has had a bad experience running a conference or webinar, I always ask what the problem was, and address how that is something that won't happen here, and why!

Now if it is something that is out of my control, like his internet connection is lousy, or he is trying to do 12 person full screen video conferencing on a standard DSL line, then I would let him know that too.

Usually if you are methodical and address their concerns with the truth, then you can put them at ease. you just can't say something like "Because I work harder and am better than your last choice."

Anthony

[Linda Clark]

As a VA, I plan to always under promise and over deliver. With that motto, you can hardly go wrong.

[Jodith]

It seems to me that this wouldn't be any different than a boss who had a bad experience with his previous assistant. The new assistant is going to have to avoid the pitfalls of the previous one. I think Anthony has a really good point. Find out what was wrong and work to correct that in your handling of the client.

[SydniCH]

Thanks for starting this thread Kevin!

Just last month I started working with a new client that had not one, but TWO bad VA experiences! However, this did not at all scare me from working with her.

We discussed thoroughly the issues she had with her previous VAs and what her expectations were for a new partnership. We also discussed each other's personality and worktyle. AND, we checked references on each other. We really took our time during the interview process to make sure that moving forward was something we both wanted.

I'm thrilled to say that after just one month, we've successfully overcome quite a few hurdles and we have began to earn each others trust. We are both really pleased with the way our partnership is progressing and I can see that she'll become one of my favorite clients.

We can't always assume that negative experiences will repeat themselves and, in my opinion, each potential client/VA partnership should be evaluated on a case by case basis, considering each individuals needs, strengths and expectations.