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10 Steps to Better Client Follow-Up

Posted by Erin on May 13, 2009

One of the most important parts of being a virtual assistant is communicating with your clients. If you do not communicate with them there will be trouble ahead. You need to have a system in place for prospective clients, current clients and past clients. You want to stay on the top of their resource list while at the same time you do not want to spam them with useless junk. How do you find the balance?  You want to stay on their minds but not overwhelm them. This can be tricky for a new VA. Here are a few quick guidelines to help you stay on track.

1.) When you are contacted by someone you want to  be sure your response is professional. Do some research on them or their company before you reply, to educate yourself on this potential client. You can include some of what you learn about them in your response. The first paragraph should be about them and their needs. Address their questions directly and in detail. The next paragraph you can introduce yourself and your business. Describe how you can handle there needs and your experience. Be sure there are no grammatical or spelling errors.

2.) Follow up in a week with some information you think would benefit them and to see if you can provide them with any additional information.

3.) Are they ready to be a client? Send them a contract with the details of the project.

4.) Once the contract is signed you can send them your welcome packet. Throughout the project make sure you keep in touch via email and phone conversations if needed.

5.) Now that you have provided them excellent service you want to send them a handwritten Thank You card via “snail” mail.

6.) After two weeks have passed you can send them a letter requesting a testimonial.

7.) One month after the project you can send them a referral request letter. Remind them of your great referral program and what benefits they will receive. If they send a referral that purchases your service you can send them a handwritten thank you card, maybe even include a gift card.

8.) Then you can include them in your monthly newsletter (be sure you have their premission first). This will keep you on their radar, let them know what you are doing, and provide them with tips.

9.) Keep their birthdays and other important dates on your calendar so you can send them a handwritten card.

10.) Every 6 months send them an email asking if everything is ok, do they have questions, do they need help with anything right now? If you are running any specials or packages that maybe of interests to them you should mention them and be sure to include the dates of the offer so they know when your special will expire.

These are some ideas to get you started. Now make a Keep In Touch schedule for yourself. It is good to create one for potential clients and clients, that way you are covering all of your contacts. Find a way to implement this into your routine that is easiest for you. Weather it be a web based system, a spreadsheet or Outlook, make it work for you. You will see results and your clients will be very happy with your follow up.

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One Response to “10 Steps to Better Client Follow-Up”

  1. Excellent schedule for staying on the minds of clients and potential clients. The timing in your schedule is perfect because is does not make one appear to be a pest, yet reminds them of you and your services.

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