I want to tell you a story about a couple who wanted a new kitchen island. Like most people, they did some online research and then decided to approach three suppliers for quotes. Their choices were mainly based on reviews and recommendations found on the internet.
So off they went. Initially, the couple contacted each supplier by e-mail. They received quick responses from two of them . . . but never received a reply from the third.
Carpenter Bob arranged to visit the couple the next day to discuss their requirements. After talking through their ideas, he had a good sense of what the couple wanted and said he would get back to them in three days with a quote. He needed time to price-up the construction materials and advised it would take a little longer than usual.
Carpenter Terry called the couple and discussed their requirements over the phone. He told them he would get a quote back to them as soon as possible.
Both Bob and Terry seem knowledgeable, experienced and had an understanding of the brief.
As promised, Carpenter Bob submitted his quote after three days via e-mail. He also sent through some design ideas. These he had hand-drawn on a piece of paper, scanned, and attached as an image. The island’s dimensions were detailed in the body of the e-mail.
The couple thought there was room for improvement. So, they discussed some adjustments with Bob, and he went off to re-quote.
A week passed, and the couple had still not received a quote from Carpenter Terry, so they chased him for a response. Terry’s reply: “I’m really sorry, but I’ve been swamped. I’ll come back to you within a week”. It was two weeks, from their initial enquiry, till the couple received a quote. Terry’s quote was a ballpark figure only.
Who do you think the couple chose?
It was Bob (obviously). He took the time to meet the couple to really understand what they wanted. His quote was accompanied by design ideas tailored to their brief. In meeting face-to-face, he also established a relationship with them (a rarity these days I know!)
Bob was also the first to respond, and this impressed the couple. Not only did they think he was interested but keen to get going: he wanted the custom.
Could his offer have been better? Yes, it could have been presented more professionally.
Still, the couple understood that small businesses can get busy and made allowances. Bob’s e-mail with hand-drawn designs was sufficient.
What type of business person are you?
- Proactive: someone who as the time to meet clients, build relationships and nurture trust. Someone able to put in the work to make the right offer. You are someone who has a consistent flow of custom and a steady business.
- Reactive: someone who responds with generic information, often late, and is too busy to submit quotes which have been accurately costed. You are someone occupied with existing clients and struggling to bring in new business.
- Not active at all: someone who forgets to respond to clients. Someone who is overwhelmed by their current workload. If you have the time, it gets done. You are someone who experiences lulls in your business, but you accept that.
What can a Virtual Assistant offer?
No one in business sets out to upset clients or turn down custom. But as the story illustrates, having the time available to effectively deal with customers or clients is crucial. That time is only made available by having enough people to manage the workload.
A virtual assistant will provide the support needed to manage your workload, either direct to you or your business. And in doing so, a VA will give you time, allowing you and your team to concentrate on what matters: giving excellent customer service.
If you think Orchard VA could start helping your business today then arrange a call via the link below now.
