Hi,
I've already heard from some business owners that they are a little nervous about outsourcing work to someone they don't know. How do you gain the trust of your potential clients? Or assure them of a top class service without overselling yourself?

__________________
Kirsty Kraynik
www.aras.com.au

I am at this moment writing a blog post about trust and how to earn it. Trust is crucial in any working relationship and a virtual working relationship can provide some issues.
If I speak for myself (I am a PA), I have been able to overcome this by having several discussions upfront about the nature of the work and how to shape the cooperation. During these talks I raise the issue of trust myself, and share my concerns. I find the best way to make people trust me is my obvious professionalism, but also my pointing out that trust is a two-way street. The client has to be as open and communicating as I am.

I hope this helps a little bit in your thinking around trust, as it certainly is an issue.
Hilde

__________________
Hilde
www.vbbassociates.com

It is, I think, a bigger issue for some clients than others. I have meet business people who want to feel like they are keeping control by having the employee physically present. In those instances, if there is any change in ideals, it would have to be very slow and time consuming. I think that a potential client is either "there" or "not there" as far as being ready for a VA. I think the most important thing we can do to support our industry is to make sure we are always honest with our business dealings and are doing our best with every client.

Kirsty,

It is understandable that new clients will have trepidation and trust issues initially. It's the same with any new relationship, but especially a remote one. Like Hilde said, spend a lot of time communicating with them, and also give them regular updates. I would express understanding when they mention their concerns and reassure them that this is normal for many new clients working with a VA. You can say that you will take it one step at a time until they feel comfortable working with you. If they have any concerns along the way, they need to let you know so you can resolve it immediately.

I also think this is where a signed mutual non-disclosure agreement is helpful and remember, it covers both of you.

__________________
Linda
Clockwise Virtual Assistance

Thanks for the advice. I guess it's like any new professional relationship. How, for example, do you find a lawyer or accountant you can trust straight away with your most personal information? You take a risk and hope you chose the right ones. I can see reassurance will go a long way and making them realise that it is just as much a risk for us VA's (i.e. if our invoices don't get paid after investing long hours into work) than it is for the client.

__________________
Kirsty Kraynik
www.aras.com.au

Well, in my experience (I have been running my business for eight years) I have never met a client who had an issue with trust - even in the early days.

Yes, it is just as much a risk for us - as you said, the client could rack up a bill and never be seen again!

__________________
Bridie's Typing Services - specialising in transcription services
The professional's choice

Bridie,
I think you are right. I have not had that issue, and we are as much at risk as the client.
Hilde

__________________
Hilde
www.vbbassociates.com

Bridie and Hilde, it's great to hear that trust from clients isn't really an issue.

As you know I'm new to the business and so had considered how I would handle that concern and shared my thoughts. I'm surprised more people aren't wary, but it's good to know that it isn't usually a problem.

Yet another reason why I love this forum. You can't put a price on learning from those with years of experience in the business.

__________________
Linda
Clockwise Virtual Assistance

In fifteen years of business I haven't had a client with trust issues either, but I have had them on MY side. Several times I had a bad feeling about a PC, mostly in their lack of professionalism, and decided I didn't want to take the risk of not getting paid.

__________________
Pam Deyerle - Transcriptionist in the Richmond, Virginia area
The Perfect Word Transcription Services

Great advice and it is reassuring to know not all clients will be weary. Thanks

__________________
Kirsty Kraynik
www.aras.com.au