I forget that new people coming along all the time won’t have the knowledge or experience I have and so, sometimes I need to repeat the same information because there is a new audience.
A new VA contacted me recently because she was concerned that a client wasn’t responding to her emails and work had been regular and now she wasn’t receiving any. She wanted to know if she should keep sending emails or perhaps phone him – she was worried about making a nuisance of herself.
I advised her, without hesitation, to pick up the phone and call him.
A few years ago I had two clients who were trying to contact me via email. For whatever reason I wasn’t receiving them, although I was receiving email from others. At any rate one of them chose to pick up the phone and ask me if I was ignoring him (tongue in cheek) and I told him ‘of course not!’ We discussed his needs and I was able to get the work done in the timeframe he needed.
The other I didn’t find out about till many months later. She thought I was ignoring her or too busy and she went and contacted someone else to do the work for her. She had been a regular client and I was most disappointed and upset at this outcome. It was partly my fault – I’d been busy so hadn’t realised I’d not heard from her for awhile so didn’t make contact. But she should have picked up the phone. Email is not 100% failproof so when there is doubt, call them!
Kathie is the owner of VA Directory and is former past President of the Australian VA Association. She founded the Virtual Assistant industry in Australia in the mid 90s, having already been operating a home-based secretarial service. Today the VA industry covers a multitude of office-based services for clients worldwide.