It is always so exciting to get a new Virtual Assistant connection or client.

It is gut-wrenching to have them suddenly stop communicating with us. We feel personally insulted … but did you know it's not usually about us at all?

First thing we need to do is take charge of what is happening in our business. Every facet of what we are doing – our processes, our people, our own skills (like communication). What are we doing well? What couuld (honestly) use some work?

We need to not take things personally or get hurt by things that go wrong in our business, but instead figure out what the actual issue is and then fix it. Simple, right?

Here's a newsflash: no one in business is trying to make you feel bad.

If something goes wrong, it's our responsibility as the service provider to make it right – no matter who might be at fault.

Taking charge and getting everyone back on track is what a ridiculously good virtual assistant does.

So let's talk about what happens when a client disappears or stops communicating!

Our clients hire us when they are overwhelmed. And sometimes when we are getting started we ask them to provide us with all kinds of things – like signing up for new accounts, setting up or learning new project management systems, processes or procedures. It can be a lot of 'extra' at a time when they are already overwhelmed. It's your job to keep things clear and bite-sized steps so that they feel supported and not more overwhelmed than before they called you.

Another situation that can arise is that once the initial task is off their desk (and on to yours), they may feel a sense of relief and therefore they move on to something else that is pressing in their business … and they stop communicating. It's your job to get them back on track.

How to do all of this:

• Reminders – simple emails – 'just making sure I didn't get lost in your inbox' can go a long way to getting a response
• Call and leave a VM with one question they need to answer = again simple
• Make sure you have a simple onboarding process
• Determine how you will communicate and be sure the client understands that too
• Schedule weekly meetings from the get go, they go a long way in establishing control and clarity
• Keep them brief and very organized – always have an agenda!
• Run them, don't let the client run them or make the client run them
• You need to remain in control because you are the service provider
• Always be prepared and ready

Sometimes, though, it is our fault. What could we be doing wrong that can cause a client to ghost us?

• Do you overcommunicate? Do you confuse them with your requests or communications?
• Do you undercommunicate? Are they unsure of what you are doing, or when, and therefore they think you aren't doing anything?
• Are you a task taker? Strive to be in charge – in command of the things that you are doing for the client.
• Do they need to manage you too much? Learn how to be a self-starter and more independent. You are not an employee.
• Do you have disagreements? This could be caused by communication issues? You must resolve these things if the relationship is to be saved.

And honestly, sometimes we just need to move on.

This is normally because we wait too long to sort out the initial issue, but not every client is a good fit to work with you.

If they have ghosted you and you let them go days or weeks without communication, you are showing them that what they need done is not as urgent as they thought. So stay on top of things from the beginning so that doesn't happen.

In summary:

Great communication is essential, above all.

Regular meetings help you stay in touch and often help solidify the client-VA relationship more quickly than project management systems alone.

Keep the starting gate actions bite-sized. Overwhelm isn't pretty and we want to remove that for the client, not add to it.

Keep everything simple, simple, simple. The easier you are to work with – connecting, communicating what needs doing, and getting it done – the better you will serve your client. And they will WANT to keep in touch with you. You can do it!

Need Some Help?

If I can help you learn how to manage your clients better, reach out to me at [email protected]. I've helped hundreds of VAs through their challenges and got them on their way to the next thing. I'd love to do the same for you. I do private coaching, and registration for my new mastermind group The Virtual Circle is open now. Maybe one of those is right for you!