Is trust an issue? - Virtual Assistant Forums

#1 (**permalink**) 07-03-2011

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?

#2 (**permalink**) 07-04-2011

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

#3 (**permalink**) 07-04-2011

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.

#4 (**permalink**) 07-04-2011

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.

#5 (**permalink**) 07-05-2011

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.

#6 (**permalink**) 07-05-2011

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!

#7 (**permalink**) 07-05-2011

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

#8 (**permalink**) 07-05-2011

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.

#9 (**permalink**) 07-05-2011

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.

#10 (**permalink**) 07-06-2011

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

#11 (**permalink**) 07-06-2011

I think with VA's as a service becoming more popular, the trust issues aren't so much of an issue now. Clients know what they are getting when they hire a VA, they probably know someone who also has a VA. Do you know what I'm trying to say?

#12 (**permalink**) 07-09-2011

Yes Jackie thanks, I definitely think the VA industry is becoming more known and the term more widely used. I have met with a potential client already and they have heard about VA's only recently but believes it will really take off in our local area.

#13 (**permalink**) 07-11-2011

I am finding it is not so much a lack of trust as a hesitation on stepping into new unexplored territory, particularly here in the UK where the VA industry appears to have come out of nowhere (we know different of course!

). I have found that women are far more likely to say 'this new and exciting way of working is exactly what we need' and that its the businesses that have a tendency to 'micro manage' that seem the most sceptical and appear distrustful.

As I say IMHO its not a lack of trust thats the issue, its the ability or lack of to accept change.

#14 (**permalink**) 07-20-2011

This is a common issue! I use a couple of approaches. If the potential customer seems to be a tough nut to crack, I will offer to take on a small project or task (for free) to get a feel for my work style, responsiveness and work product. Who is going to turn away free labor?! This way, they feel a bit more at ease and as long as you deliver the way you did initially, there shouldn't be an issue in the future.

The other technique is to set the expectation at the outset. How long it will take to return calls/emails, the way in which you will deliver your services and your policy if you fail to deliver. So, let just say that you promise to provide a response within XX hours and you fail to do so, perhaps as a penalty, you could deduct XX% from their bill or offer free completion of a task or two.