Virtual Assist USA Employee
Re-assigned New Client Onboarding Training
Sometimes a client will need to be re-assigned from one VA to another. This can happen for a multitude of reasons. Below will provide you with steps to take in onboarding this type of client as well as techniques you can use to assist you in successfully taking them over.
Remember: Customer Service is of the utmost importance.
How Will I Get a Re-assigned Client?
What do I say to the client?
Setting up the first call
Prep for the call
Danielle will email you your new re-assigned client information and their previous onboarding questionnaire.
She may also provide you with some information on why they are being re-assigned and tips on how to move forward as each situation is unique.
Danielle will send a separate email next introducing you to the client. It is then up to you to "reply all" back to this introduction email with a welcome email. Keep in mind you should tweak the template below if any training with the old VA is being conducted. Any training from their previous VA should be billed internally. If work in being done during the training, one VA will clock time for the client, the other will bill it internally.
Template for that email:
Dear [Client Name],
Thank you, Danielle, for the introduction.
I am very much looking forward to working with you! Do you have availability in the next few days for an introductory call? I have the following availability:
[Include 2-3 options ASAP, the next business day and second business day. Also include your time zone as clients are in all time zones]
Will any of these times work for you? If so, please let me know which time you prefer and where I can reach you then.
I am excited to speak to you about how I can assist you. [Include a personal note here about something that you noticed on their website, something that you are impressed with, something that you know they will need and you have experience in-- examples: I had a chance to read your website and I align with your mission to work with small businesses who need support but don't have the budget. Or -- I understand that you need research help with your project and I'm glad to be a resource for this based on my experience. Or- I have spoken with your previous VA and reviewed all the projects and tasks you have been working on and look forward to picking up where the other VA has left off.] Thank you, and I look forward to speaking with you.
The first call can be a zoom call or phone call. We recommend that you suggest a zoom call in order to see your client (this helps with communication) and also so you can record the call in order to look back on what was discussed.
After the call
Being prepared for your first call is the best course of action! Any training from their previous VA should be billed internally and/or any review of their teamwork account/questionnaire. If work is being done during the training, one VA will clock time for the client, the other will bill it internally.
Review any and all work that should be uploaded to teamwork. Review time descriptions, notebooks, and task lists.
Make sure after the call is complete you understand your next steps and tasks to move forward. You should send a recap email to the client and CC your manager.
Reminder: If you need access to any of the client platforms make sure you ask for access. They can share their passwords over phone, via lastpass, or any other secure method they choose. (If it is not already in Teamwork from their previous VA)
Note: If there is mention of VA USA gifting your client hours for their inconveniences here, it is not logged in teamwork any differently than any other time. The gifted hours are handled on the back end and will not affect you as the VA.
When clients are re-assigned they may be upset at the previous work a VA did, or they might be upset that their VA is leaving. It is important here to be accommodating and understanding of whatever situation has driven them to being re-assigned.
It is important here to be accommodating and understanding of whatever situation has driven them to being re-assigned.
As with any client, you'll want to take the time to familiarize yourself with the business prior to commencing the call. Spend time on their website and social media platforms. Having this background knowledge will help lay a strong foundation from the beginning and will help to build trust and confidence at the start of the new relationship.
After the call, make sure that you are sending a written follow up, summary and action plan to the client. Bring them in the loop and let them know what the action plan is for moving forward. They will appreciate being involved in the process.
Get an idea of how the account started at the beginning and see how it progressed over time. You can see some of the completed tasks in Teamwork, ask the previous VA or your manager. This is the time to do your in-depth research on what has worked or not worked in the past. Ask for insights on key performance indicators (KPIs) or goals that have been established. Having this information will show the client that you are interested in helping them reach their goals, and will also give you a better idea of how you can help make improvements as you manage the account.
On your call, review the client's initial Onboarding Questionnaire. Most details will be the same but do ask them if they have adjusted priorities.
Note: While this transition can be overwhelming, it can also be a great experience. A new VA can bring a fresh perspective and a spark to reinvigorate the process.