Summary: For whatever reason, virtual assistants (and small businesses in general) come to the realization that their customer list is dropping. Are you doing all you can to get those customers to come back to you?

What we have found is that customers can and will come back to you if you follow three steps to get back those customers that seem to be lost. Let’s take a look at each of them individually.

Own the mistake

What this means is that you can’t blame the customer for a falling out. You need to take ownership (at least part of it) for what caused them to go to another provider. Were you rude? Maybe you irritated them by always pushing ‘I’ instead of ‘you.’ Maybe the customer left because of personal reasons. Trying showing a little empathy.

Do a reality check

Have you checked back with the customer to see how they’re doing? Do a reality check — ask them for their input as to what could have been done differently if they felt the falling out was due to something that you did. Clients generally are very good about giving you feedback about what ‘coulda, shoulda’ been done.

Our virtual assistant small business has come to realize that customer feedback is great because the client appreciates being included in decisions (makes them less cranky when something’s not going their way). Not only that, what a wealth of information you could receive to help you improve how you operate your business. Who knows; maybe their answers won’t hurt as bad as any solution you would have implemented.

Go above and beyond to fix what YOU did

Personally, if the customer shows you that you or your small business was the culprit in helping them to make the decision to leave, apologize. That’s right; I said apologize. Then discuss with the customer a possible action plan that you can implement that will ensure a healthy business relationship with you should they agree to return. Make sure that you are integrating a good comprehensive customer service action plan. Finally — Follow through on that action plan.

Clients (and/or customers) are the core of any virtual assistant’s or small business. Take care to provide A-1 customer service and satisfaction to those clients you have. However, if a client should tend to stray and go to another small business provider, be proactive and contact them. First, own up to any mistakes you might have made if they should suggest that you were the problem. Do a reality check and get their advice on how they think things could have gone better. As a last step, go above and beyond to fix what you did. By following these three steps, virtual assistants can get back those customers that seem to be lost. Being lost doesn’t mean they have to stay lost.
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Pam Lokker is a skillful writer and proficient virtual assistant. She is co-owner of Borlok Virtual Assistants, the place to get global expert VA services with quality and on-time delivery.

Reward your customers with comprehensive customer service tactics in order to improve customer satisfaction.

Everyone has been talking about it. Since Google changed their algorithm, there’s been a lot of concern whether or not article writers and virtual assistants should stay away from writing good wholesome articles altogether.

So what is Google’s purpose?

Google is intent on improving ranking for article writers. What will happen is that quality should take a big step up. I’m sure you’ve noticed trying to search in your favorite search engine for a term and getting very low-quality articles. Some of them don’t even pertain to the search keyword(s) you typed in. Google believes that this is just the start and readily admit that new updates will be coming down the pipeline that should improve quality even more.

What Is a Content Farm?

According to Wikipedia, a content farm as it relates to the World Wide Web “is used to describe a company that employs large numbers of often freelance writers to generate large amounts of textual content which is specifically designed to satisfy algorithms for maximal retrieval by automated search engines. Their main goal is to generate advertising revenue through attracting reader page views.” Unfortunately, many of these content farms can promote articles of low quality due to excessive spinning or poor writing abilities.

How will this affect article content distribution sites?

Places like Distribute Your Articles (DYA) believe that content farms are in trouble. DYA has always encouraged their members to always submit original content. Their coaches are put through an extensive training program so they are comfortable recognizing errors that can cause an article to be rejected by publishers and site owners. Included in the training is how to correctly apply Article Alchemy™ technology. The end result is that the article writer can rest assured that their articles have been intensively reviewed to make sure that high quality is maintained.

Other content distribution places are raising the bars in their review process to ensure that they are not penalized by Google with a low rating. This will include places like EzineArticles who has recently announced several changes they have implemented to improve their ranking. One of the biggest changes was to increase the minimum length of articles from 300 to 400.

So what is my strategy going to be for me, as well as my clients? I will follow the course of DYA and recommend to my clients that we only submit original content to multiple sites, depending on the client’s memberships. However, my advice to them will also be to blog, and post their articles on social media like Facebook and LinkedIn.

Do I believe that Virtual Assistants (VAs) should be concerned with Google’s new algorithm? I would more say that VAs should become aware but not necessarily concerned. So, for me, that means business as usual. What do you think?
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Pam Lokker is a skillful writer and proficient virtual assistant. Borlok Virtual Assistants is the place to get global expert VA services with quality and on-time delivery.

Market far and wide and use the Internet to promote your products and services.

A small business might think that freelancing is a thing of the past due to large corporations outsourcing most of their help overseas. But, that’s simply not the case. There is plenty of work nationally, plus you can outsource overseas yourself by outsourcing in Canada, UK, Australia, and lots of other countries.

So is there a way a small business can benefit from outsourcing? Yes, there are three specific ways to go about it:

1. Identify the tasks you can outsource

What do you have on your plate right now that you can have someone else take care of, thereby freeing up time for you — things like transcription, article submission, copywriting or copy editing and much more. Make a list and then prioritize them.

2. Systematize tasks

Before you give work to a freelancer, you want to make sure that you write up your instructions so they are clear. One problem I see with clients all the time when they are outsourcing to me is that they skip steps. Not every freelancer will try to fill in the missing step. They will sit there and say “I can’t do that; it doesn’t work.” Be complete and concise in writing out what you want your freelancer to do and avoid any misunderstandings up front.

3. Don’t wait until your workload demands that you get extra help immediately.

The time to go through the process of finding freelancers is now before you end up with a short deadline. Check out the major freelance marketplaces. Need some more encouragement as to how a small business can benefit from outsourcing? Check out this article: What Are the Benefits of Using a Freelance Marketplace For Hiring Virtual Assistants?.

Are there other avenues you can pursue to find good, honest freelancers? Sure there are. If you travel a lot and attend a lot of conventions or seminars, keep your eye out for virtual assistants that may be there, as well. Another option would be to search the internet under keywords like outsourcing, freelancing, virtual assistants, and a wide variety of others such as benefits, freelance marketplace or independent contractors.

Being proactive and taking a look at what you can outsource now, organizing your possibilities, and then looking for good outsource possibilities now will save you time and money in the long-term. Do you need a jump start at making that list? According to this article, Outsourcing: Three Keys to Outsourcing Success by Janet Attard, “When you are a one-person or micro-sized business you not only have to create the product or do the income-producing service, you also need to answer calls from customers, make sales calls, get a website set up, get active in social media, send out invoices, do the bookkeeping, keep marketing your business, and do a whole lot of other things, too. To keep up with it all you could easily work 12 to 14 hours a day , 6 or 7 days a week.” Does that help to kick start you?
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Pam Lokker is a skillful writer and proficient virtual assistant. She is co-owner of Borlok Virtual Assistants — the place to get global expert VA services with quality and on-time delivery.

Get the answer Now! Do More with Less on oDesk You can .

Now, I’m going to discuss further with you about what a virtual assistant should look for in a phone system. While there are a few different options that you can look at such as a landline, a cell phone or VoIP, I’m going to suggest that you look at an online phone service.

An online phone service should be inexpensive.

It goes without saying that you need to watch your expenses, especially in a down economy. Look for a service that will have a wide variety of options at an economical price.

An online phone service should have a wide variety of features.

It’s interesting what peoples’ thoughts are as to what they should have as features. At the least, you will want options like voice mail, caller ID, call forwarding, and perhaps the ability to have conferencing or fax capabilities. You will want to have the ability to customize your phone service to fit your needs.

An online phone service should have a customer-service oriented support desk.

There’s nothing worse than trying to set up an extension or have something go wrong with your phone system only to have no one to help you out when you get into trouble. Who are you going to call — or email — or phone? Does your online phone service have 24/7 service. You might even want to check and see if they have answers to common questions in an easily-accessible place that you can look at. Or, better yet, do they have live chat?

An online phone service should be user-friendly.

I’ve used online phone services that are extremely difficult to figure out, and you couldn’t get any support; so you want a phone service that is user-friendly. It should be easy to use and to operate. I have found Phone.com to be very affordable, easy to use, and versatile.

As a virtual assistant, it is critical that your clients be able to reach you sometimes by phone. If you can’t always be available by phone, they should be able to leave you a message and have a return call within 24 hours. You should shop around for the best phone system that will handle the things you need it to handle; however, you should always look for a phone system that is inexpensive, flexible with multiple features, have a support system where you can get help, and be user friendly. After all, your phone system is going to be the first impression that a client gets of your virtual assistant business. You want to start out on the right foot with them.
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Pam Lokker is a skillful writer and proficient virtual assistant. Borlok Virtual Assistants is the place to get global expert VA services with quality and on-time delivery.

Provide a comprehensive customer service experience for your clients. Make yourself accessible.