Client Consultation Call Red Flag Warnings

The client consultation call is the first opportunity to learn whether or not a potential client will work successfully with a virtual assistant before the contract is signed.

The VA must listen carefully during the consultation call to pick up on any tell-tale clues of disrespect of the virtual assistant position along with any potential payment issues.

Any one or more of the following scenarios may be a red flag warning that a potential client (PC)  might become a future difficult client.

Here are some situations which may arise that you should consider before signing the client contract:

Pre-consultation

• Does the PC keep the schedule consultation appointment?
• If the PC is late in keeping the appointment, does he care enough to get back to you within a few hours to reschedule?
• If the PC is late or never made the consultation appointment, was the excuse something ‘reasonable’?  (“I forgot about our client consultation call” is not a suitable excuse.)

During the consultation call

• Is the PC frequently interrupted or does he place the virtual assistant on hold?
• Does the PC speak only about his needs and never ask the virtual assistant about her business policies and procedures?
• Does the PC ask to barter services during the consultation call? Does the PC ask about bartering even before rates are discussed? (Big Red Flag)
• Is the PC ‘picking the virtual assistant’s brain’ for details about ‘how to do something’?

After the consultation

• Does the PC receive the virtual assistant welcome packet and custom cover letter, yet he never responds to that email?
• If the PC receives the welcome packet, does he only respond with rate-related questions?
• Does he try to ‘make a deal’ to lower the virtual assistant’s rates?
• Does he ask for a probation period for virtual assistant services?
• Does he fail to respond to any of the virtual assistant’s follow-up emails?
• Does he say he ‘may not have enough work’?
• Is the PC is bothered by the customary service deposit?
• Does the PC refuse to work with a contract?
• Does the PC only respond using a mobile phone?
• After spending time on the client consultation call, offering ideas as to the solutions a virtual assistant can provide does the PC fail to offer a determination as to whether he will begin partnering with a virtual assistant?

Each question listed above, singularly does not always mean that this may not be an ideal PC for your virtual assistance practice.  The potential client may have a good reason that he missed the scheduled call.  He may not have access to a computer (temporarily) and can only send short messages via mobile phone.  He may have had legitimate interruptions during the client consultation call and need to reschedule.

However, the key to a good VA-client relationship centers on respect for both parties, the ability to pay for services rendered, maintaining consistently good communication and the ability for the PC to be decisive.

If you have a potential client who gives off one or more of these red flags during the consultation call…beware! Run, don’t walk!

Tagged with: client • client relations • contract • janine gregor • red flag warnings • virtual assistant • your virtual wizard

Filed under: Advice • Being a VA • Client Relations

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