Virtual Assistant Forums | Work from Home

KC Virtual Solutions · #1 (**permalink**) 08-12-2008

When you get your first client, what is your usual procedure?

I.e contracts, letters etc.

Do you sent a welcome letter?

how do you keep in touch with them when you're not doing any work for them?

Sorry so many questions

Ness Lindsay · #2 (**permalink**) 08-12-2008

I am a firm believer of constant contact with a client.

1. I usually first make contact with a client via email.
2. When they are ready to become a client, I send a contract.
3. We continue to converse via email throughout our partnership.
4. Once the job is complete, I sent them out a HANDWRITTEN thank you card in the mail.
5. 2 weeks after a job is complete, I send a letter requesting a testimonial.
6. One month after job completion I send out a referral request letter.
7. Then each and every month thereafter, I send out my monthly newsletter (get permission in advance).
8. I mail a HANDWRITTEN birthday card or any other special occasion.
9. If I receive a referral from a client, I send them out a HANDWRITTEN thank you card with a $25.00 gift certificate to their local coffee shop.
10. Every 6 months, I send them out a letter asking if everything is OK, do they have any questions, is there anything else I can help them with.

hmmm....I think I have covered everything!

Bevalee · #3 (**permalink**) 08-14-2008

Vanessa, sounds like you've got excellent client care management. I will take on board some of your tips.

gris133 · #4 (**permalink**) 08-14-2008

Vanessa, I was needing a client contact procedure. I just didnt know what to come up with, thank you for that awesome list.

Ness Lindsay · #5 (**permalink**) 08-14-2008

No problem ladies, glad I could be of assistance. I quickly realized the *importance* of follow-up with clients and the need to keep in touch long after the project is complete.
You just never know when something else might come up for them and keeping your name in their face will encourage them to give you a call when needed.
I also value the *handwritten* cards etc. I know how special I feel when I get a birthday or special occasion card in the mail other than a bill...I wanted to extend that feeling to my clients.
I want them to know that I do value their business and I did take a moment out of my busy schedule to hand write a note of gratitude or best wishes.

Good luck girls, if I have learned anything from being a successful Va, it has been to FOLLOW-UP!!!!

AnnLF · #6 (**permalink**) 08-23-2008

What great advice! I have printed off your suggestions to keep as a reference, and have even thought of a few more little items to throw in there ! Thanks !!! Ann

Staceyv · #7 (**permalink**) 04-23-2009

Vanessa

This is great advice. This is a very good customer follow up procedure that you have in place. I love it!

frsvirtual · #8 (**permalink**) 04-23-2009

Very good topic & advice - thanks for sharing!

The only thing I'm doing *right now* is the typical follow up: Hey, how am I doing-type of thing - along with the testimony/reco request too. I also send out holiday cards - but will probably start to incorporate a referral incentive soon. I've received most of my clients via referral, from one person in fact, & I did give her a discount on some web services, but I think having an actual referral program in place (ie the coffee shop card, etc.) is a GREAT idea.