It’s interesting that this challenge came up this week. In my coaching session this week with Candice from The Marketing Coach we discussed how marketing a service is so very different to marketing a product, due to the intangability of the service and the fact that it is inseparable from me the Virtual Assistant. We came to the conclusion that marketing a service is really marketing a desired benefit or result for my clients.
So what desire benefit or results do my clients require?
I have a number clients from different industries and although their business making activities are quite different, ultimately what they need from me is the same. They need to know:
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That I will be avaliable when I state that I am avaliable,
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That I am reliable and that my services are provided in a timely fashion,
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That I am qualified and experienced to do the work they require,
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I can provide a solution to their dilemma or issue,
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That they can bounce ideas off me in a confidential environment,
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That they will receive the backup and support they need to grow their business,
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That because I am a business owner myself, I have the facilities and resources to partner with my clients to achieve the results they require.
So what does all this look like in the end result to the client? Well for starters, it means:
- That if I can’t get a project done on time, I let the client know and arrange for someone that I consider equally qualified, to work with me, under my direct supervision to complete the project.
- That I return emails and voicemail within 48hrs unless it is a weekend although I am known for my 3am emails.
- That I am totally accountable to my clients and we meet regularly via telephone, skype, MSN or videocam to discuss progress, changes and further action to be taken on a project.
- That I take the Confidentiality Agreement we sign at the beginning of our relationship quite seriously. Confidentiality is an inherant part of my service to my clients and is guaranteed.
It’s a tall order for some, but for me, just how I do business.
