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Is the Customer Always Right?

Posted on May 15, 2008
Filed Under Business | 1 Comment

Even before I started my business (eOffice Solutions) nearly two years ago, I knew customer service would be the foundation from which I would build it.  Providing “exceptional” customer service would distinguish me from the other hundreds of thousands of small businesses in general, and virtual business owners in particular.  I really believed in the adage, “The customer is always right.”

One year, six months, two weeks, and 15 days later, I’m still of that opinion - but (and this is a big But), as Dr. Phil would say, “There’s no hunt in that dog!”

Truly, I have found that the customer isn’t always right, and that’s okay.  For two months I struggled with a client that was never satisfied, extremely nick-picky, demanded my time 24/7, and honestly, he was the client from hell.  The more I gave of myself, the more he wanted.  Finally, I had to “fire” him.  He was a good client in terms of money and the type of work but that’s where the good began and ended.  Your clients will often become difficult, demanding, and hard to please.  It’s at this point however, where you must decide if it’s worth the aggravation and say “Guess what? This client isn’t right!” 

If the client is wrong and not a “good fit,” you must make him/her aware of this; make every attempt to compromise and/or resolve the problem, or part ways - and be okay with it.  It took me a little awhile but I realized it is okay to tell your client they’re wrong, period.  I felt horrible after I parted ways with my client from hell, even though he was such a headache.  It was the lack of good customer service (particularly in the service industry) to begin with that helped form my opinion that good customer service - no exceptional customer service, would help me to stand out from the rest.  Visit any fast food restaurant and 4 times out of 10 (that’s 40%) you will not get a “Thank you” or a smile or even a pleasant facial expression. On too many occasions, I’ve even had my food thrown at me with a “You’re bothering me” attitude, as if they’re doing me a favor!  (Geez, I paid for that treatment too!)

So yes, it is extremely important, I feel, to give your clients more than what they expect, and recognize that 90% of the time, the customer is always right.  But equally important is to know when your customer is wrong to the point that the situation will never be right in their eyes; acknowledge this, move on, and be okay with it.

Are you doing it all? How is that going?

Posted on May 2, 2008
Filed Under Announcements, Business | Leave a Comment

Why did you start your business?  What was your passion when you started?  Did you start it to coach others and help them?  Did you start it to display your artistic abilities in web design?  Did you start if for your love of bookkeeping?  What was your reason???

Now, what do you find consumes most of your time?  If you did it to offer your bookkeeping skills, are you spending the majority of your time on bookkeeping for clients, or are you doing paperwork for your business?  As a web designer, are you designing web sites for the majority of your time, or are you spending more time on the admin end?  Coaches, are you spending the time helping others acheive, or are you busy doing the drudge work in your business?

If you find that you are spending more than 10% of your allocated work time on the running of your business, and not on your passion, it is time to see if you need outside help.

Ask yourself these questions:
Do I dread going into the office each day because of my “personal business” work?
Am I spending more time on non-billable vs. billable time?
Is the running of my business taking so much time I am not able to expand my business so it has stalled?

I could continue on, but you get the picture.  No matter what your profession, whether you are a bookkeeper/accountant, web designer, coach, or even virtual assistant, you may need help!

Whether that is finding someone to help you out with your business tasks so you can focus on your clients or finding someone to take on some of the client work you dislike, it is TIME to sub out some of your workload!

Don’t stagnate because you are trying to do it all!  Find a Virtual Assistant to help you out.  Virtual Assistants, DON’T get stagnate your business because you are doing tasks you don’t like.  Do what you recommend to your clients, and let go of the work that is drudge work to you.  Someone else will love it, I guarantee!!

What do I know about this?  After my first year in business, I started subbing my work out.  Last year we DOUBLED our income and came in just under 6 figures.  We paid out $56,000+ to subcontractors.  This year, as of April, we are 1/2 way to 6 figures, and have paid out just under $35,000 to subcontractors.  That is just in FOUR months!  So, when I tell you that you can take your business to a whole new level, I KNOW for a fact!

I am offering a *FREE* workshop entitled “Using Subcontractors to Take Your Business to the Next Level.”  It is being held on May 12, 2008 at 10 am MST/12 pm EST (US).  Take an hour out of your day to get tips and ideas on how you can take your business to the next level by using subcontractors.  Though we will be talking mainly about using subcontractors to help you with your client workload, I will briefly address using them to help decrease your business workload as well.  You can sign up by going to http://www.virtualvacoach.com/subcontractorsworkshop.html

Oh, and if you know someone who is stuck where I described before, send them the workshop link so that can get “unstuck” and start moving forward!  They will thank you!!

Are you a Virtual Pioneer?

Posted on April 29, 2008
Filed Under Business, Virtual Professionals | Leave a Comment

We are blessed to be entering a whole new world, the virtual world.  With the continuous advancements of technology, our role as Virtual Professionals will be ever changing!  So are you ready?  See if you are ready to be a Virtual Pioneer by going to our newsletter at http://www.moretime4u.org/virtualvacoach/newsletter/4-08VirtualProfessionalsNewsletter.htm.

While you are there, be sure to sign up to receive JERPAT’s Virtual Professionals Newsletter in you Inbox monthly!  Next month we will be focusing on Blogging.

May your virtual journey be blessed,
Patty Benton, BA, Certified Life Coach
www.moretime4u.org
www.virtualvacoach.com
www.virtualbizgroup.com
www.actatwork.com

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