How to Deal with Difficult Client Questions the Right Way

 

I received a really juicy question from a reader the other day that I wanted to share:

“Do you have a list of applications that are usually used as a VA? I’m constantly thinking and visualizing how great my business will be, but I find myself getting discouraged when I think of questions potential clients may ask, that I have no clue how to answer or explain, like how I would check their email, get into programs they use in their office, or take calls for them from home.” – R.B.

There are 3 parts to this reader question that I want to address:

1. How to deal with difficult client questions the right way
2. What clients look for in a VA (it may not be what you think)
3. Programs you want to be familiar with as a VA

That’s why I decided to make my answer a 3 part series!

Let’s tackle #1 today – how to deal with difficult client questions the right way.

 

HOW TO DEAL WITH DIFFICULT CLIENT QUESTIONS THE RIGHT WAY

“…I find myself getting discouraged when I think of questions potential clients may ask, that I have no clue how to answer or explain, like how I would check their email, get into programs they use in their office, or take calls for them from home.”

Can you relate to the reader’s question? I sure can!

I totally know where she’s coming from because I have those same fears. I have a difficult time being put on the spot, and not having answers to a client’s question causes me great anxiety.

What it really comes down to for me is that I don’t want to look like a fool or not get a VA job because I don’t have an answer, skill, or solution.

So how can we impress our clients when we don’t have an answer to their question?

 

WHAT TO SAY TO A CLIENT WHEN YOU DON’T HAVE AN ANSWER

I don’t know about you, but I’m the type of person that likes to be prepared for everything and have answers for every question asked (totally an introvert trait). But the truth is, it’s unrealistic to put the pressure on ourselves to have all the answers. And quite frankly, it’s unrealistic for clients to assume that we have all the answers.

My fears stem from the unknown. What will the client think of me if I don’t have a solution? Will someone be willing to hire me if I don’t know how to do something and I say “I don’t know?”

Here’s what you do:

1. Be honest – “I don’t know the answer to that,”
2. Be willing to help – “but I can try to find out for you.”

You can even take it a step further and offer to learn how to do the task.

To sum up, you can say something along the lines of, “I don’t know the answer to that, but I can try to find out for you.”

That right there shows honesty and initiative, two valuable traits to have as a VA that clients respect.

 

 

So, if a potential or current client asks, “Do you know how to make an online survey my customers can fill out to give feedback on my product?”.

You can say, “No, BUT, I’d be happy to research that for you and learn how to create one.”

 

If a client asks, “ How will you check my email?”

You can ask them what program they use. If you’re not familiar with it, you can tell them you haven’t used it yet, but you’re willing to learn how.

They may offer to train you or ask you to learn on your own through the software’s knowledge base. More than likely your client will have a particular process they use and will want to train you. (By the way, you should get paid for this training since it’s specific to their business.)  

 

If a client asks, “How will you get into my programs?”

You can tell them you need their login details. I suggest LastPass, but clients usually have their own process for handing them over. (I’ll go over more programs you’ll want to be familiar with when I cover part 3 of this series).

 

If a client asks, “How will you take calls for me?”

You can say you’re not sure, but you can find out. Then Google “how to take calls for a client” and gather some suggestions to offer your prospective client.

 

Basically, it all comes down to:

1. Being honest.
2. Offering to help figure out the answer.

You can also take it a step further and offer to learn how to do the task. This shows honesty and initiative, two valuable traits that clients appreciate.

Which brings me to the second part of this three part series – what clients are looking for when hiring a VA.

 

Need help with your client processes? Snag my free Client Processes Trello Template below! It will help you take new clients from “work with me” to “thanks for working with me” and everything in between!

 

RELATED ARTICLES:

• Client Organization Tips for Your Virtual Assistant Business
• How to Build Your Virtual Assistant Business Before You Have a Website
• Get More Virtual Assistant Clients: How to Write a Cold Pitch Email