Virtual Assistant Forums | Work from Home

Your Virtual Wizard · #1 (**permalink**) 02-20-2009

This isn't really a disaster situation but I learned something yesterday that I thought I'd pass on.

I have an on-again off-again client with whom I have a good relationship. She sends me info and I do the same so we maintain 'conversation' when we're not billing together. When she has a project, I do the work for her and the work is good work...work that I really enjoy. And her work is quality so that's a great plus.

Yesterday she asked me to do something on her website and asked for a timeframe to get it completed. This was a 5-minute task, maybe at most 10 minutes. In fact, as I wrote her back with a brief explanation of what I had to do, I thought to myself that I'd just do it as a favor because billing for those few short minutes wasn't really worth my time and expense. (I expect more work from her as time progresses and she's been good about referrals for other, new clients as well so I didn't mind doing it as a small favor but I didn't say that in my reply email just in case the task took me longer than the 5-10 minutes I anticipated.)

Well, I didn't hear from her for several hours and then she wrote me back thanking me for the information and that went into the website and did it herself.

I was, of course a little disappointed at first but then I got over it.

So the moral of my story is to just be careful how much information you give out to a client because it just might be enough information for them to go ahead and do the work themselves. In the future I won't give so much of an explanation, I'll just say how much time I need to do the job and nothing more. I was just being a bit too thorough in my explanation but it was a small mistake that might have been larger if the project had been larger.

Ok...that's the story...nothing lost, a lesson gained.

Jan

VBSOnDemand · #2 (**permalink**) 02-20-2009

I don't think that was a loss at all. It proves to your client that you have the answers and can help her. If you find she does it often or she starts to take advantage of it you can start charging her for email support/ I have one client that I charge her $100 for 1 month email support and she can send me emails with quesitons and I can reply too. I tell her that i can't spend days and nights replying to emails and that there is a limit. You have to give some to win some so I think you did a good thing. You showed her that you are looking for a business relationship with her and not just a money making relationship. I am sure she feels she can trust and depend on you when in need.

I think your client could have done things a little more tactfully however it's a live and learn situation. Why don't you offer her email support package?

Your Virtual Wizard · #3 (**permalink**) 02-20-2009

Right now the volume of email doesn't support the creation of an email support program, but if I find it does continue, I'll certainly take your advice and make that a service. That's a really good idea! Thank you, Serena.

Yes, it did give me more credibility and as I said, I was just going to do it as a quick favor. It took me surprise because I was expecting her to just say 'go ahead and do it' but I gave the situation some thought and really just learned from the experience overall. That hadn't happened to me before with any client.

So grateful for you reply. Thanks again.

Jan

lanelt · #4 (**permalink**) 02-20-2009

I do that all the time. It helps me establish myself as the go-to person. In fact, I just had a client e-mail me to ask for an appointment so I could help her with something. It took me a minute to write back and tell her how to do it herself which I won't bill her for. If she still wants me to help her, I will. If not, that's great.

I bill her for work I do but if she needs a simple question answered or it's easier for her to do it herself then I'm going to recommend that.

Your Virtual Wizard · #5 (**permalink**) 02-20-2009

Thanks Lanel. So far the client questions are 'look at this website, what do you think?' and I give my opinion which takes a minute. I find that I do alot of 'pick my brain' stuff and so far it hasn't hindered my workday. But there is a limit and I am learning what that limit is; and, how much detail I can provide in that explanation where it doesn't become a problem to the business.

Jan

leedrozak · #6 (**permalink**) 02-20-2009

Think of it as networking. You will be the one they remember when anything pops up. I often answer questions or have a short conversation and it has benefited me tri-fold.

KathyCrofoot.com · #7 (**permalink**) 02-20-2009

I think it's really Excellent Customer Service, give them a little something extra, and they'll remember you next time something bigger comes up. Great job, Jan!

I have no problem with quick how-tos. Some clients don't want to be bothered with the picky details, that's the value I add to their business.

justcat · #8 (**permalink**) 02-21-2009

Thanks Jan, that is helpful. I have a question that I would like your feedback on. If you anticipate a job to only be a 5 or 10 minute job could you charge the client a minimum of 1/2 of the hourly rate you would normally charge? I mean I suppose my real question is should we set a minimum?

I got into this because I worked "inside" a temp service and found at the very least they were using a 70% markup! By cutting out the middle man, I can make more and the client can pay less. The temp service charged a minimum of 4 hours and that was in the contract. As a VA we do "small jobs" often, so would it benefit us to charge a minimum of say 1/2 hour?

Thanks!

Your Virtual Wizard · #9 (**permalink**) 02-21-2009

Hi Justcat,

I think that it is important to develop a relationship with a customer and if doing a 5 or 10 minute quick 'something' or give a brief piece of advice means that customer may give more paid work later, I'd just do the work as a favor. (By the time I spent the time billing those few minutes, it would be more than 5 minutes anyway.) It's also nice to just be nice and share.

That's not to say that some minor work shouldn't be billed all the time. Serena mentioned the creation of an email support program..$100 a month for as many questions as they want to ask. Or, if you have minimum in place, then you can enforce that by saying that you have a minimum and if something takes 15 minutes, you can charge a half hour or an hour or whatever your minimum may be.

You need to weigh if you want to be the 'go to person' as Lanel mentioned which may give you more credibility for future projects.

Most VAs do have a minimum of 1 or 2 hours. Occasionally I waive that depending upon the relationship I have with the client. I also do a few favors if they take only a few minutes to do.

Jan

frsvirtual · #10 (**permalink**) 02-21-2009

I agree - for established clients I do tend to just help out here & there if needed & if it's nothing time-consuming (5 or 10mins). It shows that I'm willing to help out, & does usually produce more billable work b/c they trust in my skills, & appreciate the flexibility.

Also, my thoughts are if these kinds of quick tasks start to pile up - & you spend time giving input on something that later turns into an actual project - including the "research"/"prelim" time in later when it comes time to invoice is appropriate. So regardless, I keep track of anything I do anyhow (down to the quick emails - & chat sessions too!!!) - just in case.

As a practice, I bill in 15-min increments. I do like the idea of offering support via email though just for people needing quick tips here & there - that's definitely a good & possible service, thanks!