This is a topic that’s been marinating for a while.
I’ve had my fair share of breakdowns and break ups with clients. And I’ve talked to scores of potential clients after they’ve experienced a breakdown or break up of some sort with their VA or VA team.
Here are the main issues I’ve witnessed in one way or other over the years.
Let’s tackle the most obvious one first.
Unclear Communication of Expectations
This one goes both ways.
On the client side, if you need something completed by a specific date and time, make sure you communicate that.
On the VA side, if you need more lead time to plan or complete a project. Speak up.
It sounds simplistic, but when people fail to communicate their expectations, and those expectations aren’t met, resentment can start to build.
The Blame Game
This is a bitter pill to swallow and it has happened to me before.
Sh*t happens. You accidentally sent that broadcast and it went out before it was ready. Or, you announced something before all of the systems were tested. Or you forgot to check your schedule and missed an important client appointment. It’s awfully tempting to blame it on the ‘assistant’. Don’t.
Even if the assistant never finds out, although often times we do, you’re damaging their reputation AND you’re missing out on a crucial learning and growth opportunity for yourself.
Everybody makes mistakes. Heck, even the assistant makes genuine mistakes. We’re all human.
Don’t freak out. Acknowledge the error. Do a quick systems check to see how it can be avoided in the future. Move on.
Cutting Back on Time When the Chips are Down
Here’s another one that really hits home for me. Both as a service provider as well as a business owner.
It seems logical to try to reduce expenses when you’re having a slow month or drop in business.
Here’s why it doesn’t work.
The whole purpose in investing in a VA or VA Team is to grow your business.
When you reduce their hours, you now have to take on some or all of the tasks they can no longer do for you.
Suddenly you’re the one planning the next event. Or editing videos. Getting the ezine out. Setting up a sales page. Sending affiliate details to the JV partners. Or dealing with all of those draining customer service emails.
When you’re in a slump these are the last things you should be doing! Even if you technically ‘can‘ do them.
You should be getting out there and rounding up some new clients.
Offer a sale on your products or programs.
Get back in touch with past clients or referral sources.
Get in front of audiences and give your signature speech.
Contact previous Joint Venture partners and see if you can revamp and re-launch that last successful venture you did together.
Find and meet new Joint Venture partners and see what kind of new offering you can come up with.
Do whatever it takes to generate income.
There is a time and place for reducing expenses. Getting rid of services you aren’t using comes to mind–but cutting back on your support team shouldn’t be near the top of the list.
How is this a breakdown in the Client/VA relationship?
If you’ve committed to a certain number of hours per month, you’re depending on them to set that time aside for you and be there for you. The same applies for the VA. They’re counting on those hours.
What happens in any other relationship when you feel like you can’t count on someone?
Not to mention the risk you’re taking. That VA will likely need to fill those hours. Will they still be there for you when you’re ready to ramp back up?
Can you tell this is a hot topic for me?
What breakdowns have you experienced with your team? Looking back, how could it have been different? Or have you experienced something like this and successfully turned it around to create a breakthrough?
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