Hiring a virtual assistant (VA) is more than just offloading tasks—it’s about transforming your client experience. With the right setup, a VA can help you streamline meeting notes, follow-ups, and client touchpoints. In this post, we’ll look at why having a VA sit in on meetings, manage shared email inboxes, and handle client follow-ups can enhance both your productivity and your client relationships.
1. The Value of Having Your VA in Client Meetings
In client meetings, small details matter. While some rely on AI recorders for note-taking, there’s something invaluable about having a human present to catch nuances and priorities. Here’s how having your VA in meetings can benefit your business:
Better Notes and CRM UpdatesInstead of simply recording a meeting, your VA can take actionable notes and upload key points directly into your CRM, ensuring critical information isn’t lost. Small details like a client mentioning a change in the project start date can become major action items that automated tools may miss.
Enhanced Decision-MakingBy attending client and internal meetings, your VA becomes familiar with project nuances and can make more informed decisions. Over time, this allows them to act autonomously on smaller matters, freeing you up for bigger tasks.
A Second Set of EyesOften, a VA will catch things you might miss, such as promises to follow up or sending deliverables on specific dates. With a VA present, you can be confident that your clients’ needs are fully understood and prioritized.
2. Setting Up a Shared Email for Client Support
To keep client communications smooth and accessible, set up a shared email inbox. This enables multiple team members to view and respond to client messages, ensuring nothing slips through the cracks. Here’s a step-by-step guide for setting up a free, shared email using Google Admin:
Log into Google Admin and navigate to "Directory."
Create a Group by expanding the "Directory" section and selecting "Groups."
For the group name and email, use “help” or “info” for simplicity and brand consistency.
Add Group Owners, such as yourself and any key team members.
Under Access Permissions, allow external contacts to reach the group owners, enabling clients to email this address for support.
This shared inbox increases visibility and accountability, ensuring client messages are always accessible to those who can respond. Additionally, it makes transitions smoother if someone leaves the team, as clients won’t be affected by shifts in personnel. It also allows your VA to observe your responses, making it easier for them to replicate your communication style in the future.
3. Establishing Client Touchpoints with Your VA
Consistent client touchpoints can make clients feel valued, informed, and heard. Instead of relying on generic automated messages, a VA can add a personal touch to each interaction. Here’s a simple formula for client touchpoints that enhances engagement and strengthens relationships:
Three Days Before the Appointment:Have your VA send a reminder email, along with a brief description of the agenda. For example, they might mention that it’s a “free consultation” or list key topics for discussion. This not only reduces no-shows but also clarifies the purpose of the meeting, allowing clients to come prepared.
One Hour Before the Appointment:Your VA can send a quick “looking forward to meeting you” text to confirm the time. This last-minute reminder keeps the appointment top-of-mind for clients and adds a professional touch.
Post-Appointment Feedback:Instead of a generic survey, have your VA follow up with a personalized email asking for feedback. A personal approach encourages honest responses and helps you gain insights on how to improve the client experience. Personalized feedback requests also show that your business values client input, leading to stronger client relationships.
Why These Steps Matter
Allowing your VA to manage these client touchpoints gives them deeper insights into your clients’ needs and priorities. Over time, your VA becomes more attuned to the specifics of your client base, making them a valuable asset to client communication and follow-ups. This also frees you to focus on more strategic elements of your business while maintaining a consistent and responsive client experience.
Final Thoughts
Using a virtual assistant to manage meetings, emails, and client follow-ups can transform the way you run your business. By giving them access to meetings, setting up a shared inbox, and establishing key touchpoints, you create a seamless support system that enhances client relationships and improves productivity.
With these steps, your VA becomes an integral part of your client-facing operations, helping you build trust and strengthen loyalty with every interaction. If you haven’t already integrated your VA into these areas, now is the time to start—your business and your clients will thank you for it!
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