How to Build Trust as a Virtual Assistant
I think it’s safe to say that when you first learned about the Virtual Assistant world, there was a lack of trust. Even if it’s a split second of, “Is this real” you most likely had to build trust with the idea that you can work virtually this way.
And if you’ve spent any time at all in the Virtual Assistant world, you’ve seen how many scams there are out there when looking for VA jobs (this is a big reason we say to stay away from job applications but that’s another post for another time).
So imagine how potential clients feel when they are introduced to the idea of working with someone so closely, yet virtually.
Not only that but there are lots of clients that HAVE actually worked with Virtual Assistants before but had bad experiences.
Maybe they took their money and ran, maybe they over-promised and under-delivered, or maybe they just disappeared after working together for a while.
Whatever the case, it is YOUR job to do everything you can to make sure these clients can trust you.
Of course, there are situations where the client might simply be a micromanager or are just not ready to trust someone but let’s assume the client has put in the work to make their trust accessible to you…
Having your calls on zoom (video on)
This helps create trust for obvious reasons. Being able to see someone face to face takes the mystery out of things a bit. Especially in the beginning. They can read your body language (as much as you can from the shoulders up). Being “face to face” will just naturally allow your relationship to grow faster.
Staying responsive
This goes for even before you’ve landed the client. From when you first start conversing with the client to after you’re working together, be responsive. When they reach out, respond as quickly as possible. And by that, I don’t mean as soon as you get off of work. I mean, if you are able to open an email from your phone and respond with a “got it! I’ll get to this by EOD” or whatever, do it.
Follow-up with your client when THEY aren’t being responsive. Don’t let them get busy and have to reach out to YOU for help. Be in their line of sight so you are the first thing they think of every time a new task comes up. If they are having trouble delegating, don’t sit around and wait for them to send you tasks. Be diligent about reaching out every day to ask how you can help, make suggestions often and schedule those weekly check-ins.
Have a contract in place
Having a contract in place with the clients you work with creates that extra level of security for you and your client. Them knowing that you have gone through the trouble of creating a contract to keep things in order will show them that you can be trusted. Why would you sign a contract saying you’ll do the work you’ve agreed to if you plan on flaking?
Share testimonials
This is a big one for clients. They like to see proof that you’ve made other clients happy. Of course! We don’t usually buy things that don’t have any reviews on them because we aren’t sure we want to be the first to have to leave a bad one.
This doesn’t mean that if you’ve never worked with a client before that you can’t get started. How do you think someone with pages of testimonials got started? Not with pages of testimonials.
There are several ways you can solve this problem and here are just a few:
Reach out to some "dream clients" or post in a FB group and offer a specific task in return for a testimonial
Create graphics for said "dream client" and send them asking for a testimonial
Take any part of a recommendation letter that speaks to your skills you will use as a Virtual Assistant and add them as testimonials
If you’re working with coaches like us, ask if you can do some sample tasks for a testimonial
As usual, don’t overthink it. Use your common sense and intuition. What would cause you to lose or gain trust in someone? Be intentional about your communication and reach out if you need feedback on how to communicate!