How To Undertake Client Work

Regular/Recurring Tasks

You will have an indication from the Handover meeting what you will be required to do on a recurring basis. The client will/should give you access to all of the tools/passwords etc that you will need to be able to do those tasks, including any specific instructions/requirements of the client.

Once you are all set up, and know when each task needs to be done by, and how often, you can just get on with them.

Ad Hoc Tasks

Ad Hoc tasks are those that the client may randomly send your way, that aren't regular/recurring. For example, researching accommodation in Waiouru. You may go back to your client and ask, what type, do you have a price range to look at? Or you may have been working for your client for a while now and know what their expectations are.

These types of tasks are not based on any particular formula or instructions, you most likely can just Google the question and find some answers.

If the ad hoc task is one you have been asked to do before, but it isn't a recurring regular task, you can still make notes in the process handbook about how you did it, where you looked. This can give anyone else attending to the client an idea of where to start, what you as their usual VA look for, etc. It helps the back up VA not be lost when they get given an ad hoc task.

If you need access to any particular tools or databases, you can ask the client for log in details, these can be stored in LastPass for if ever we need access to them again.

What to do if you have client work but don't have time to complete it

If you have client work but won't have time to complete it that day or by the deadline then go into the Overflow Channel in Team Chat to ask if anyone has any capacity to take on some work for you.

Once someone has agreed to complete the work, send them the details they need. If they need any logins, ask the Accounts Manager channel and request to have the client's LastPass folder shared with the VA completing the work.

What to do if a client gives you more work than their service plan has allowed for

1. Advise them approximately how long that/those tasks will take

2. Ask them which is more urgent, so you can ensure to can manage their time for the outstanding tasks

3. If you cannot fit in that extra task/work, advise them it will therefore make you go over their budget. Ask them if it is OK to do the work, and charge the overtime at the end of the month or not.

Ensure you put that decision back onto the client. After all, it is their work, and they pay the service plan, and we don't want to be charging them extra if they have not agreed.

Suggestions to your clients for more work

General:

• Do they have some graphic design work they'd like done? Flyer, new logo, refresh and modernisation of existing logo, product packaging, new business cards, new website, social media activity, newsletter, start a blog, get a LinkedIn profile, update their profile, do they know what their competitors are doing - could we do some research

• Does their invoice template need a revamp

• Do they want us to schedule meetings with advisors they have been meaning to sort out - lawyer for updating their will, accountant, bank manager, insurance adviser, financial advisor, brokers etc

• Are they using Hubdoc - do they need to?

Christmas preparation:

• What would they like to do for staff for Christmas - function, card, gift, voucher, presents

• Have they coordinated their shut down period?

• Will their clients need advising?

• What would they like to do for their clients for Christmas? Card, gift, function, email

• What are they doing with their family over Christmas? Do they need a holiday arranged, ideas gathered, prices sought

• Do they need a list of gift ideas for their wife/partner

• Would they like us to design a branded card?

• Out of office messages, voicemail messages changed - can ask this closer to Christmas