I have 3 clients that I have had for awhile. I know them personally from when I lived in NJ and we fit well together. When we moved down here I became "virtual". I didn't create my official Virtual Assistant business until this fall.

I am going to speak to a potential new client on this friday and I am having an issue with confidence. I am quite confident in person, (ya think Jackie??) and with my 3 clients that I have. I don't know what it is.

There are a few things I need to figure out and I wanted to get some feedback from you guys.

How do you explain to potential clients about how the collaborative relationship works? Do you have a little speech you give them, I think this gentleman is a bit leary on the virtual concept.

And what about your work turnaround policies. I never thought about it before, I just do it with my other clients but I am supposing it is something I need to have in writing.

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Dawn Riley
A Virtual Assistant in Paradise
Our business is about making yours better

So many good questions
I don't have a speech prepared, although I know many VAs who do use them - I have a basic outline in my head of the important points I know I need to get across but otherwise I ask the client some questions first to help me better understand where they are in their perception of what I can do for them, etc.
From there I illustrate how we can work together on a few of the tasks they've mentioned, letting them know that I'm experienced in helping clients delegate what needs to be done, etc.
That confidence that you can help acclimate them to a virtual working relationship goes a long way with uncertain clients.

As far as turnaround time we don't guarantee anything but generally try to work on 24 hours turnaround with a 48 hour window (for basic admin tasks) not including weekends and projects that come in after a certain hour on friday, etc. etc. . There are some phrases regarding this in my letter of agreement but nothing with a legal commitment or guarantee.

One thing to remember is that your client, if he's very new to the concept, is likely even more nervous than you are - your own strength of character and steady voice plus well articulated information will help him get excited about working with you.

You can also ask the potential client if he has any questions as you go along - and use his questions to highlight your own strong points and service offerings.

You'll do great, I have no doubt!

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Including turnaround times in an agreement may be difficult depending on the type of project. Thank you.

The clients I am working with have luckily been more informed about working with a VA and have past experience working with someone virtually. However, when I explain how I collaborate with them I always tell them that if I see something that will make things more efficient and save time and money for my client I will share it and implement it for them. If they don't like the idea they are always free to say so.
Another thing I stress is how easily I can share documents via Dropbox, how quick communication can be with Skype, and if they are looking for a collaborative work space online I suggest several options.
As far as turn around time, it depends on the project, but I do like to get the smaller things knocked out fairly quickly, which is usually under 24 hours. However, my clients are aware I have children and that I work odd hours at times and they may not see something until the following evening on a rare occasion.

I hope that made sense Dawn. lol.

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Serita Diana, the List 2 Close Assistant
REVA Academy

I often ask if they've had a PA before (personal secretary). Doesn't matter if they say yes or no but it gets them in that frame of mind. Then I tell them we work a very similar way, but instead of being in the office next door or in another part of the building, we're actually located elsewhere and use phone, fax and email for communication. Most seem to get the point.

I don't have a turnaround policy and have never needed one. I always ask the client, what is your timing and some say tomorrow and others say next week. Then I let them know what I can do, based on what I know I have on.