Hello everyone!

I hope you are having a productive day! I have sort of run into a situation in which I do not know how to deal. Okay, usually the process is a prospective client calls, we setup a date/time to go through the consultation process (needs, understanding of a virtual assistant, hours, pricing, etc.)

So this prospective client, let's call her Jane Doe, calls and we schedule a date/time to discuss. The first meeting is held and she has to answer another line and then gets back to me asking to reschedule.

Jane Doe gives me a date/time again. The second time we connect - we get about 5 minutes into the conversation (I obtain the basics - business information/about the business, etc.) and then I ask what her needs are. I think Jane Doe goes blank on me and asks if there is a consultation form I can email her and she can sit down and think about her answers.

Although I have emailed Jane Doe the form and she has responded back with lengthy answers (so I assume she has had time to think throughout her day what she needs taken off her plate) - I wonder if this has happened to others.

When a prospective client/business owner DOES NOT have time or DOES NOT know what his/her needs are - do you send a consultation form via email for them to fill out? Just curious how other VAs would handle this or if email is the "preferred" way to go with busy schedules and all.

__________________
Aspiring Virtual Assistant - Jean

Make sure your questionnaire or form is asking the right questions. It should steer them in the direction that will make them realize the amount they have on their plate.

You can do a little steering verbally as well in order to assist them further. The questions that are best to ask are:

1. Name some of the tasks you do on a daily basis.
2. Out of those tasks, which ones take up most of your time?
3. In order of importance, which tasks do you need done.

Be straight forward, direct with your questions. Help them in being straightforward with their responses. No beating around the bush. Things become very unclear when you aren't direct.

I hope this helps.

Michelle
OnTask Assistants of America

Hi Jean, sorry I didn't see this great question until now!

I've had similar 'phone tag' issues with potential clients and I always end up deferring to email 'I'm sorry we haven't been able to connect lately and would love to get more info from you regarding your needs....' something to that effect; and then include a very few, very direct questions [try to help guide the potential client toward answers based on the research you've already done into their business/industry].

Sometimes, the only way to get that conversation moving is via email!

__________________

Startup doesn't have to be intimidating, or expensive!
Register now for Virtual Assistant Jumpstart!

I agree, sometimes email works best. At my last job as operations manager and accounting manager my plate was full. I would never speak to people on the phone if I did not have to, I would prefer they email me and I would get back to them when I had time. I would be on the phone with a vendor and answer 4 emails in the 5 minute conversation I had.

__________________
Debra Hayter
Seaboard Business Services

Also remember that part of the reason Jane contacted you was she has too much to handle on her own. I recommend a trial period. If, after you have had time to work with her, you find she is always hard to contact and leaves you hanging on projects, you may decide the relationship won't work.

__________________
Robin A. Holstein
Robin's Desktop Virtual Administrative Services
My Blog

I know when I was an executive assistant/ receptionist for my real estate team I would almost hate to hear the phone ring. I would have a list of extremely important tasks to complete, but the phone was constantly interrupting me. When you are overloaded, as I frequently was, a ringing phone was a nightmare. Email was always welcome and always more efficient. (imho) And now that everyone has mentioned it, I wonder if contacting local agents by email might not be a better way to market my business. I had thought about going to agent meetings for mass marketing, but I could do the same with mass email, with the added advantage of not wasting my time or my gas. Those that contact me are truly interested in it and the others that don't probably don't want to bother.

__________________
Serita Diana REVA Academy

Hi everyone

I think it is different for each client. Possibly the best way to handle is to offer an email as an option for each new client. Currently I work for a company where some of our clients are quite particular about personal or telephonic contact as opposed to email.

It may add value to have a detailed 'standard' question template that can be completed by a prospective client off your website?

Thanks for a great question and and the answers - helps the learning process all round!

Warm regards
Susan Jooste
GoFish SA

I like the idea of adding a 'deatailed standard question template'... to your website. I remember the same when working with clients, some prefer one way other the other. Thanks for the idea!

__________________
Sherri Lynne Barlow
Sequoia Virtual Business Solution

Originally Posted by executive_assist

I wonder if contacting local agents by email might not be a better way to market my business.

Be careful with emailing people who did not ask for your information. This can be considered spam and get you into a lot of trouble.

Why not send the email first, then have the phone consult?