business-sinsI have experienced and heard of many cases lately where a VA has taken on a job for someone else and they have made 1 of either of the two biggest errors in business:

1. Not keeping the client abreast of the job

2. Bailing on the job at the last minute.

 

Sin #1: Not keeping the client abreast of the job

In the case of the first point, “not keeping the client abreast of the job” the VA is effectively failing to ease the client’s pain. The client wants to know that the job is being worked on, it’s going to plan and will be delivered by a set time as promised. It is never ok to accept a job and then go AWOL. Even if YOU know that the job will be done in time, you are now unnecessarily stressing out a client who is paying you to reduce their stress! How can this help your business? It can’t! The client will not be back – even if the final result is good.

The delivery of your service commences from the moment the job is accepted. It is incredibly important to touch base, to let the client know it’s in hand and then to keep them abreast as the job progresses.

I know Vas don’t want someone hovering as they work on a job. And this is not what I am talking about doing. I’m talking about the ongoing delivery of a project.

Here is a simple 5 step guide to delivering “as you go”, not just “at the end”.

  1. Confirm the job and ensure that the due time/date is agreed upon, necessarily files are transferred and received and the client feels that you have the job “in hand”.
  2. Ensure that at least half way through the job you are letting the client know that all is well and the due date should still be met. Ensure any additional questions are answered.
  3. On the day of delivery (or 24 hours before due time), ensure that you let the client know that it will be delivered on time at the agreed time.
  4. Deliver on time
  5. Next day or within 2-3 days: Follow up that all was received and completed as desired.

 

Even if this is a rush job being completed in 1 -3 days – You still DO need to still do these steps – confirm, in hand, updates, confirm, deliver, follow up.

Please ensure this is a part of your process.

 

Sin #2: Bailing on the job.

It was brought to my attention recently by a very stressed VA, that a subcontractor had bailed on a job within hours of being due. This is not acceptable. Especially as, in this case, the subcontractor had decided to take a higher paying job on instead or completing the job they had previously agreed on. If you sign up with a client – ANY client (whether they too are a VA or not is totally irrelevant) – you need to follow through.

Always, always put yourself in their shoes and imagine the impact to your business if someone got to step 3 (above) and contacted you with “sorry, I’m not going to do this job now”.

Thinking that you haven’t invoice the client is not a good enough excuse – you HAVE cost them: time, money and possibly their reputation as they then fail to deliver their end product on time. Plus, unfortunately for you, you’ve cost yourself a fair chunk of your own reputation that will be very hard to retrieve.

 

I’m keeping this post short because I want you to know that there are NO excuses when you run a business. You must ALWAYS find a solution for your clients.

Processes will help you avoid Sin #1, and a desire to remain in business should help you avoid Sin #2.

Just don’t do it people!