By far the most difficult aspect of being a virtual assistant is working with a client who does not communicate.

I shake my head in dismay.

Clients want the help…they seek the assistance of a virtual assistant but some fail to recognize that good relationships take work.

I emphasize the need for communication in the consultation call. I include an entire page in my Welcome Packet explaining the importance of communication but after a week of working with new clients, old habits die hard.

The Scenario

It is Monday morning and I am ready to work. But I can’t. The client has not responded to last week’s email asking for an updated service list. The client has not responded to questions regarding last week’s work so even that effort remains unfinished.

So I put in a phone call but the client is not available.

Tuesday morning…still no response. This time I am asking if something is wrong. That happens. One of my clients fell off a ladder and I didn’t hear from her for several weeks.

Finally on Wednesday afternoon I receive a reply to last week’s emails but some of the questions were left unanswered. By now, I’ve ventured onto other client work and am engrossed because these clients are responding and thus they receive priority attention.

So I reschedule my work for Thursday to play ‘catch-up’ for the client who has now decided to respond with several apologies and excuses as to why my communication has gone unanswered.

I write a quick... Click here to read the rest of this post at Your Virtual Wizard.

Your Virtual Wizard Blog is authored by VAF member Janine of Your Virtual Wizard.


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Janine, I think we can all relate to this type of situation... I've had my fair share of clients who are stuck in what I call a 'hurry up and wait' syndrome. It can be difficult for so many reasons, not the least of which is that feeling of stagnation that comes when a project gets put on hold for no good reason other than waiting.

I like to think I'm good at asking the right questions at the right times, in order to ensure things continue to move smoothly, but we both know it doesn't always work out that way.

I can't say I've ever let a client go because of this issue though.

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Tess,

I see a pattern with some clients who start out with a bang and then whose communication wanes to barely a trickle. I often find that if the communication wanes, payment does as well. The two, IMO seem to be related.

If I can't do the work, then I see no other alternative than to let them go and move on.

Thank you.

Janine

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That was one thing that I found frustrating in dealing with clients previously, when they do not respond in a timely manner with necessary information then wonder why their projects are not done on time. This article is very useful to me to avoid those situations in the future.