How Virtual Assistants Can Navigate Client Relationships

Working with dream clients, in industries we are interested in, is one of the biggest perks of being a Virtual Assistant. And while we strive to have seamless onboarding and positive client relationships, the reality is that there will be obstacles and challenges to overcome. So if you find yourself in a difficult client relationship, or perhaps even just an aspect of your work together is causing strife, there are some ways to help you navigate these scenarios with professionalism and understanding. 

Let’s start from the beginning, with onboarding and getting to know your client. A LOT of headaches can be avoided if we have really strong onboarding processes. We dedicate a full module to this aspect of business in the ROCKET VA™ Academy because we’ve seen firsthand how it can set the tone for working together, and this blog will also explain in some detail how to manage client relationships as a Virtual Assistant.

How Virtual Assistants Can Set Boundaries with Clients

There are 3 key areas we want to set really clearly boundaries on from Day One. These are best outlined in an onboarding call, as well as in your contract.

1. Define Working Hours: Clearly state your working hours in your contract and initial communication. Let clients know when you are available for calls or responses and when they can expect a reply. Take into consideration different time zones, and establish a practice that if you receive tasks/communication outside of your working hours, you’ll get to it when you’re next online.
2. Establish Communication Channels: Jointly decide on preferred communication channels (e.g., email, Slack, Zoom, WhatsApp) and frequency of check-ins. Frequency of check-ins might be more towards the beginning of your work together. 
3. Clarify Scope and Deliverables: Outline the scope of work, deliverables, and deadlines in detail. Make sure the client understands what is included in your service; this can prevent scope creep and unmet expectations.

• NOTE: have a conversation around initial workings and timings. The first couple of months might take more time for you to understand new processes, tools, and timings of work. Communicate this early on so you’re both on the same page!

Once clear boundaries have been established, it’s up to us as VA’s to hold these boundaries. It’s much easier to set this tone of professionalism from the start than it is to try to claw back from letting boundaries slide. 

Identifying Red Flags Early

Now, if you’ve set some really solid boundaries, but you’re finding a client or an aspect of work particularly difficult, it’s important to get to the bottom of what is causing disruption. 

There’s a few early red flags we can look out for, particularly in those first few weeks and months together. 

• Unrealistic Expectations: If a client is outsourcing a task or project, they may genuinely not know how long it takes to create a landing page or a social media post or whatever the task may be. Kindly enlighten them.
• However, watch out for clients who expect instant results, demand 24/7 availability, or have an unrealistic scope for their budget. Use your discretion, but these could indicate potential issues with boundaries or scope creep.
• Hesitation Around Contracts: Sometimes it can be a bit of a shock if a client has worked with someone who undercharged, or has never worked with a VA before. If you’re finding hesitation around contracts, explain your value, go over their budget again and ensure they are comfortable with everything moving forward.
• However, if a client is unwilling to sign a contract or provide upfront payment, this might signal a lack of commitment or potential payment problems in the future. Charge your worth and always insist on a clear agreement being signed before work begins to protect both parties.
• Vague or Inconsistent Communication: Understand which communication channels are best, and agreed upon meeting days/times. Be proactive in getting these set up and arranged.
• However, clients who are unclear about their needs, goals, or expectations can lead to confusion and frustration down the line. Looking for signs like ambiguous project briefs or frequent changes in direction can mean you’re constantly chasing them for more information and/or the materials you need to complete your work - it might not seem like much at first, but this can be exhausting!

Remember, it’s important to expect the best in your clients - it might be their first time working with a VA, or even just starting their business. We are here to help things progress smoothly, so if we can mitigate some of these signs early on, it can pave the way for a really great working relationship! If you find yourself consistently in those “however” scenarios from above, then it is probably time for a strategy meeting with your client.

Mastering Communication Strategies

At one point or another, we’ve all had to have difficult conversations with clients because at the end of the day we are all human. Working with people and good communication are at the heart of being a Virtual Assistant. 

If you plan to have a Strategy Meeting to discuss any consistent issues, plan to be an active listener in the conversation. Acknowledge points made, summarise them to ensure understanding, and then present your response. We aren’t here to steamroll anyone, so keep responses and communications calm and professional.

Throughout the time of any issue, including if you have a Strategy Meeting, document your communications. Include emails, meeting notes, and any agreed changes to scope of work or contracts. These can serve as reference points in case of disputes

Handling conflicts effectively ultimately makes us better VAs. Use neutral language and keep the conversation productive by focusing on facts rather than feelings. 

Top Tip: offer solutions, not problems. When a conflict arises, offer potential solutions rather than just pointing out problems. For example, if a client is unhappy with a deliverable, suggest specific revisions and ask for detailed feedback.

Know When to Escalate or Exit

Now, we hope it never gets to this point but it’s important to understand when it's necessary to escalate an issue (e.g., involving a mediator or referencing your contract), or even exit a contract.

If a client relationship becomes too stressful, toxic, or is negatively impacting your mental health, you may feel you need to exit the contract. Be prepared with a formal, polite message that references your contract terms, clearly state the reasons for ending the relationship, and provide any final deliverables. 

Offer to assist with the transition, such as providing project documentation, standard operating procedures (SOPs) or if appropriate, recommending another VA. This leaves a positive final impression, even in difficult situations.

After dealing with a difficult client, know that some clients aren’t a good fit and that’s okay. Take time to reflect on what went well, what could have been handled differently, and what you’ve learned for future interactions. This helps you grow professionally and feel more prepared next time. 

We cover everything from finding clients that you love, setting rates, and creating business proposals in The ROCKET VA™ Academy. 

Learn how to become a Virtual Assistant in 90 days with our free masterclass: FREE 3-day Masterclass Live Series: Virtual Assistant in 90 Days.