From the BlogSubscribe Now

How to Delight Your Clients and Make them Fall in Love with You

make them love you

One of the most important aspects of doing business online is to develop lasting relationships with your target audience. Not only that the relationship should be mutually beneficial so that in the end you have both reaped the rewards of the relationship. That’s how people fall in love. They love how the other person makes them feel and it draws them to the person in a deeper way. You can have that with your business relationships too if you know what to do. You can delight your clients and make them fall in love with you over and over again if you know how.

Know Your Audience

You need to start with learning about your audience so that you learn them inside and out. Think about it like you would a marriage. Before you met your partner didn’t you have an idea about who you wanted to meet and what type of person you wanted to share your life? You need to know exactly what type of person you want to work with, and why. It’s imperative, not just for success, but for joy.

Know Where They Hang Out

This goes for online and offline socialization. If your audience is on Instagram you need to be there. If they’re on Facebook you better be there too. If your audience goes to local meet ups and live events to see each other in real life then you need to do it too.  You need to be so much in their lives that they would be lost without you. Be the one person they can count on to provide solutions whether online or offline.

Deliver What They Want

It’s so much easier to sell someone on what they already want than to convince them that you have what they want. If you know your audience and observe them in their natural habitat you already know what they want. Give them that. Show up with that. Be the go-to person providing them with everything they want and then some.  Don’t be afraid to give a lot away because if you give away high value, they know that the value of what you’re selling is even more amazing.

Over Deliver Always

Whatever you’re providing to them, you need to seek to make it even better than you think you can. Provide content in all forms, social media, videos, webinars, podcasts, and of course PDFs and blog posts. Throw in some templates and checklists. Find ways to boost the value of anything you offer and make it more than it was before. You want them to be so wowed by your deliverables that your name becomes synonymous with your niche and their needs.  So, not only area you giving them what they want, but how they want it, and more.

Give Them Options

Everyone loves options. But, options can be tricky. It’s kind of like the advice that Michael Pollen gives people about diet. “Eat food, not too much, mostly plants.” Give them options to go further with you, buy more value, but keep it to just a couple of options. For example, pay monthly, or yearly. Give a discount for yearly. It’s easy but when you give people a great offer, and have given them valuable free information, they will move forward and because you always over deliver what they want, they’re going to grow to depend on you and fall madly in love with you.

Be Yourself

It can esteem near impossible to be yourself in this world. But, in all honesty it’s the best thing you can do. After all, the real you will come out after all, right? Over time in any relationship the newness wears off and the real you will come out. So start out with being real so they can love the real you. You want only your ideal audience to respond, and the best way to do that is just be the real you that you are, flaws, faults and all.  You don’t have to be a picture perfect model to be successful in business. It’s okay to be quirky or different. It’s also okay to be a princess if that’s what you are. But don’t try to live up to some false ideal that doesn’t fit. Be real. Be you.

Business relationships based on mutual trust and love can be very profitable over the long term. You can have that in your business if you seek to make it true. Give them what they want, be transparent, under promise and over deliver and you’ll have a recipe for success that you can replicate for any type of business.

 

Charging What You’re Worth and Getting It

picture saying money

There have been many discussions lately on Facebook discussion groups about low pay for Virtual Assistants. Many VAs wonder how they can compete with VAs in other countries who charge 1 to 2 dollars an hour, or writers who charge 1 dollar a page, or web designers who build entire eCommerce websites for 500 bucks. Well, here is my answer. Fasten your seat belt.

Choose Your Audience

The first thing you should do when you start your VA business is choose an audience and then get to know them. Know what they care about, know what they’re willing to pay for good services, and create services that appeal to them. Do not choose an audience that will even want to pay those types of low fees. The people who want to pay those low fees aren’t in your audience. Period. Therefore, you can forget about them and focus instead on your audience.

Hint: Your audience may not be only on the Internet.

Once you know who your audience is, go where they are. Go to live events, go to online events, beat the street in your local community — be where they are. Let them get to know you and what you do. Whatever you say you do, do it. For you. Do it so much that no one can ignore the fact that this is what you’re good at doing. Spending time with colleagues can be nice, but you’re going to be more likely to get clients when you surround yourself with your ideal clients. If you’re confused about all this ideal audience stuff find a mentor who can help you, or take a course that will teach you what to do.

Don’t Give Yourself Away

I know you hear a lot about giving things away for free. I do it. I tell people to find something to give away free to build their email list. But, you don’t give away your time free. Give away something that you can give away over and over again that doesn’t take more time after you’ve created it the first time such as a checklist. But, don’t give away your time free to get references or referrals. It won’t work.

I’ve been doing this for 20 years now, and let me tell you, when I’ve charged what I want to charge, what I know I’m worth, that client sticks around a lot longer than the freebie or cheapie seeker. That’s not to say I won’t have sales, or do something fun on occasion to build up my email list, or work with someone at a reduced rate that I really love and want to work with, but I don’t give away my time for free and you shouldn’t either. I don’t care which guru tells you this is a good idea. Do not do it.

Do Unto Others

Yes, I’m going there. I know for a fact there are VAs or “Want to be” VAs who have no problem hiring others and paying low rates to them. They will go on Fiverr.com and hire someone to do something for five bucks then get on a message board and complain that people want to hire them for five bucks. If you want to command higher rates, pay higher rates when you outsource too. Pay what you think the job is really worth  based on the criteria you set that makes you feel good about it. If you and a friend want to work out some subcontracting rates, or other special deals that are lower than the rates you charge a client directly, that’s fine —  but don’t undervalue yourself or them. If you feel resentful about any particular job, it’s time to resign kindly after trying to raise your rates. But, remember how it feels and don’t do it to others.

Let me say something about people who want to pay low rates for a moment. Not all of them are bad people. Business is not personal. Business is business and is about dollars. Just repeat to yourself: Not My Ideal Client and move on. The client who wants to pay super low rates just isn’t for you. That’s okay. It doesn’t make them bad, although I do think there are some mills out there that do take advantage of people.

I once talked to a local potential client who contacted me. He wanted me to come to his office. I was curious so I did. He’s a big Internet Marketer so I was super curious, I won’t lie. I went to his office and he spent 30 minutes bragging about and showing me pictures of the million dollar house he was building. A million dollar house in Alabama is pretty huge, let me tell you. Then he made his offer to me.

“I like what you’re doing, and what I hear about you. I have a great offer for you. (the rest is paraphrased) I want you to come to this office Monday through Friday and work 8 to 10 hours a day for 10 dollars an hour.

First, let me say that at the time I was still in the mindset that I might want a “real” job with benefits and security. (that makes me laugh so hard now) So I was actually willing to entertain working in an office. But not for 10 dollars an hour. I told him I can’t get out of bed and get dressed for less than 45 an hour, plus since he wanted me to essentially do all the work, research, and everything involved with creating his information products I wanted 10 percent of profits.

He almost fell out of his chair.

I laughed.

We just looked at each other. I waited for him to say something.

Finally he said. “I have a woman in Texas who works from home for five bucks an hour, why would I pay you that much?”

I said, “Thanks for the conversation about your house, and for such an amazing offer to do all the work with none of the benefits, but it’s not for me.”

I shook his hand and left as he stood there slack-jawed.

He called me a month later and offered me 5 percent and 15 an hour. I said no. He called another month later and offered me 22 an hour and the 10 percent I wanted. I still said no. He had already shown me that he’s not my ideal client. I wouldn’t work for him for any  amount of money now.

When you’re good at what you do, you can walk away and turn down things. In fact, if you don’t turn down something that is wrong for you, you’ll close the door on what is out there that is for you.

Build a Real Website

Stop thinking you can get by with a Blogger account or WordPress.com account. Build a real website. I don’t really care if it’s from a builder like Foursquare.com or Wix.com, (although it’s better to get self-hosted WordPress and it’s not as hard or scary as you think, at least try it) but upgrade and pay for it and don’t use the free version.

If you expect people to pay you a premium rate, your business needs to look like a premium business. Build a real website, pay for the upgraded version so that it has a real domain name, and promote yourself in a way that is not taking advantage of a bunch of free things in a way that makes you look like a hypocrite.

If you’re not good at building websites and following directions on how to build one, use an amazing theme (which is honestly just like using a builder if you read the directions) or pay someone to do it for you. But, I promise, if you want to be a VA you will do yourself a favor by getting over your fears and just trying it. Learning to build a website, especially right now in WordPress (a very sought out skill) will be a great thing for you to do. It’s not that hard either. You can learn to build a WordPress website using Angela Will’s courses. You can even learn it and teach it to others if you want to.

In the beginning, I had no clue how to build a website. Back in the day (in the mid 90’s) it was harder to build a website. I had to figure out how to do it though. I barely knew how to turn on the computer. But, I taught myself how to do a basic HTML website, then I started building them for local business owners. Then I finally learned how to use Front Page and another program I think it was called Corel Draw or something. But, the thing is, I learned. I spent hours and hours doing it. You can too, and I promise, it’s way easier now.

Treat Your Business as a Business Not a Hobby

So many people come to me and say they want to work from home and do what I do. I’ve even heard the words, “I can just do what you do” as if what I do is so simple and easy that just anyone can do it. Sorry. No. Not anyone can do it because not anyone will do it. You have to hustle to get clients, you have to follow up with what you said you’d do, and you have to deliver outstanding service to your clients. If you say you can work 20 billable hours a week, and you’re not full of clients, guess what — you are your client. Get to work.

Get a real business license if it’s required in your area of the world. Get a bank account, set up everything legitimately for a business. Set aside an office space. Do the work necessary to be a real business. Not just for yourself but for the people you want to work with. They need to see that you take yourself as seriously as you want them to take you. Work is not just going to flow into your lap even when you do these things, but you’re going to have more chance to make it than if you don’t do this.

You Can Make a Really Great Living as a Virtual Assistant

You can make a good living as a virtual assistant despite the so-called gurus out there promoting 2 dollar an hour outsourcing. I can tell you for sure that even if you go to one of their webinars, they will not actually promote 2 dollar an hour outsourcing. It’ll be more like five bucks an hour and even 10 bucks an hour which is also cheap. What’s worse is that they will sell you their course they just admitted cost them 35 dollars to create, that is not high quality for several hundred dollars too. But, most of the time the people who try it will find out that the work is not up to par, and is not what they wanted.

If you want to make a real living at it be realistic. There are only so many hours in the day. You’re not going to make six figures working for free or charging 10 dollars an hour. In fact, if you want to make six figures, 100K a year, you’ll need to make about 150K a year. Then, you’ll also need to work about 30 hours a week, billable hours — those are hours you can charge to a client — for about 105 dollars per hour. Now, think of that for a moment and let it sink in.

But, yes it can be done, but you’re going to have to think outside the hourly box, and outside of what you thought a VA did and what you thought you’d do. Again, you’ll find your ideal client and do what they need, exceptionally well so that you can easily command that amount or more. (Look into “package rates” too.)

What Goes Around Comes Around

I know it’s happened to you before. You saw a really good “deal” via Groupon being advertised on Facebook. Maybe some leggings for 10 bucks, or a ring for 5 bucks. You couldn’t help it and bought it only to find out it’s junk. They know it’s junk, but they also know statistically you’re unlikely to return it. Now, don’t get your panties in a wad if you happen to be one that is charging these super low rates. You have to understand that if you’re in a third world country working for a service, you are also getting scammed. If you are highly skilled and capable, get out from under the service and go out on your own. Like Vivian in Pretty Woman said, “I say who, I say when, I say how, I say what, and I say how much.” I don’t think that’s the actual line, but you get the picture.

I had a discovery call recently from a person who had outsourced some work that I charge a minimum of 100 dollars for, for five bucks to a Fiverr person. In their opinion they were “scammed”. However, they then tried again with someone else who was cheap, and then started working with the person off the system for even more money, and ended up spending a couple of hundred of dollars trying to save money because the work was not done correctly and there was no way for her to really talk to the person.

That’s what was said anyway. I have no idea what really happened.

The point is, that’s why they came to me, even though I was a known person to them prior to that moment, but my fees are higher. I did not take the job.  They weren’t my ideal client.But for them it ended up costing more to fix the issue than it would have to just have me do it from the start.Their loss.

Your job as a high quality Virtual Assistant (or whatever you want to call yourself) is to make your ideal audience notice you and realize that they need you. That you provide skill, value, and personal service that they’re missing. Differentiate yourself from everyone else. Charge your fee with pride, knowing you deserve it. I know I deserve every single penny I charge. I don’t flinch when I tell people what my fees are. You shouldn’t either. When your client doesn’t flinch either, then you know they’re the right client for you.

 

Why Home Business Owners Need Community

why are you not a member yetHaving a home business is great. It offers freedom, flexibility, stability, and so much more. But, what it doesn’t offer is connection to others on a day-to-day basis. Thankfully, there are ways that you can reduce your isolation and still have a profitable home business.

Join Private Facebook Groups — Believe or not there are plenty of private and closed Facebook groups around that you can join. I have one for VA Moms that you can join just by sending me your Facebook email address. I’ll invite you by email. It’s completely private, no one can see the member and only the members can see what you’re saying.

Join Closed Facebook Groups — There are some Facebook groups you can look up by topic, then join them. The members are open to the public but what you say is private to the members.

Join Completely Open Facebook Groups — There are other FB groups which are open membership and open comments. It’s up to you which kind to join.

Find a Mastermind Group — My very favorite group, of course, is Solo Masterminds. I’ve been a member from the start. At first I was not very active, and I even dropped out once, but now I know I could not survive without those wonderful business-minded people who truly care whether or not you succeed. Many groups seem to be kind of cut-throat and just out to get you to pay more money for everything or sell you something. I’ve never felt that way with Solo Masterminds.

In fact, as the day of this blog post is being published they are celebrating 10 years! That is amazing! It’s hard to think back to everything that has happened in the last 10 years. I know 10 years ago I wasn’t writing content for a living, but today I am. I am doing that because of these fine people who helped me find my true calling, give me a kick in the ass when I need it, and truly care about me.

When my kids were young, and 10 years ago I was a single mother in college. I had not yet started dating my husband. My girls were 12, 13, and 18 — if not for the connection with these people I don’t know if I would have made it. Everything seemed so insurmountable and overwhelming. Working from home can at times be isolating, and a little scary. But, I can promise you — it’s the best choice I ever made. I was working from home long before I joined the group, but I didn’t see myself as a business owner until I started communicating with these awesome people.

If you’re in need of some community, business advice, and support. Please consider joining. You will not regret it. Ten years from now you could have a successful, self-supporting business like I have, if you follow the right people and learn the right things.

 

It’s Important for Virtual Assistants to Stay Up-to-Date

vhstapeAs a Virtual Assistant who works remotely, it’s imperative that you keep tabs on how technology is changing over time.

If you don’t stay up-to-date and educated about your niche you might find yourself kicked right out of it.

Think about the fact that no one is still making VHS tapes and how Block Busters has closed down. Why? Is it because no one watches movies anymore? No, quite the contrary more people are watching movies than ever before, but the technology changed.

Movie are the same, only the delivery method changed.

You can see the effects of technological changes in today’s job market too. In the past, people worked for one company from day one until retirement, today most jobs are temporary. People change jobs more than ever, and are more productive than ever, due to technology. If you want to have anything resembling job security it’s important that you stay ahead of the game and understand how new technology will affect your niche.

When I first started out I built local businesses basic HTML websites.

I don’t do that anymore. Today, most of my work revolves around content and content marketing. I suspect content will be around for a long time, but how content is presented, written and displayed has changed. Today, we have to be more cognizant of how mobile technology effects our websites, and online real estate, and we have to be more social than ever before. Times are changing, and we have to pay attention if we want to be in demand.

Keep abreast of your niche by reading news, staying in contact with thought leaders, and staying educated.

Learning something new never hurt anyone and can only help your Virtual Assistant business be even more effective for your clients. By being in the know, you’ll be in demand. I might not be doing content related VA services 5 years from now. I cannot really say for sure, but what I can say is that whatever is needed five years from now for my clients to be successful, I will understand it and offer it to them after I educate myself about it. I will be here for them. Will you?

Get some expert advice to attract new clients to your Virtual Assistant Business

brightfutureaheadCheck out this blog post:  Expert Advice: How to Attract New Clients. 

I’m included, so I thought you might want to take a look. It’s got loads of great advice in it and I think you’ll really get a lot out of it.

Cindy Bidar has an exciting program called The Educated VA. It’s a great membership program that you might want look into that will help you get educated and learn the most up to date information regarding your career and business. Click here to learn more.Educated VA Membership

There is no reason to reinvent the wheel, when other people have done it successfully before you, learn from them. Sure, it’s your business and you can choose to do what you want, but why not learn from others too? I know I wouldn’t be where I am now without having learned from others.

Read the blog post and then pick up the guide. Let me know how you attract new clients and keep the ones you have happy. I’d love to hear from you. Also, if you have any questions feel free to drop me a message. I might feature your question on a blog post here on Virtual Assistant Moms and include a link to your VA site.

If you’d like to be featured in a Pod Cast I want to bring back my popular pod-cast series where I talk to Virtual Assistants to find out what makes them super excited about their business. Click here to fill out the form. Even if you’ve filled out the form before, or been interviewed before fill it out again, just in case! I’d love an update on anyone, and I love to interview people. Don’t worry it’s recorded, and I’ll do it on your time table.

If you’d like to become a regular guest blogger on Virtual Assistant Moms you can do that too. There are many opportunities on VA Moms to promote yourself and your business as well as learn where to find the best training.