When a virtual assistant begins collaborating with a new client, building trust is an important step in the working process. Without trust, it is hard to get anything else done.

When we brought home Finlay last Memorial Day weekend, he was only 12 weeks old. He left 10 siblings and his momma to come stay in a brand new house with new people and something he was unfamiliar with…Carpet.

It was a process, establishing ourselves as “top dogs” in his eyes, and teaching him the difference between grass and carpet. He slowly caught on, not only because he was learning but because he trusted us to look out for him and be good pack-leaders. One day, in July, I realized I could trust him, too. He was letting me know when he needed to go out. And, he waited for me to let him out, because he knew I would. We had it. Mutual trust.

A new client relationship works in much the same way.  In my process of bringing on a new client, I try to listen well, take great notes, and truly understand expectations. I want to anticipate my clients needs so that trust naturally happens more quickly.

As we start working together, things happen that allow us to work on the growth of our trust

It doesn’t always flow perfectly, and as the client and I navigate the consequences of those issues…trust grows.

• A blog post crafted by a client goes out before it is ready because I thought it was complete when it was sent.
  • Lesson = What one client considers done is still a work in progress to another client.
  • Solution = Create a process with this client for finalizing anything they send me before it is posted.
• An email campaign goes out using first names in the subject line, but the email database is not complete with first names, so some emails look wonky.
  • Lesson = Not all clients collect first names in their opt-in boxes.
  • Solution = Add a review the mail list databases to my ramp-up process before using system features.
• Responses on Facebook double up because we are both working on something at the same time.
  • Lesson = It’s hard for clients to let go of things they have had to do themselves, even when they hand them off.
  • Solution = Create a process for clients to check things before going in to update on auto-pilot. Communicate my process more clearly if it was at all vague.
• Mild panic ensues because a system is not relaying information properly.
  • Lesson = Tech fails sometimes. I know it, but in a new relationship it makes waves… and it seems to always fail where there is not a process. Processes take time in new relationships.
  • Solution = Create a back-up plan if something is going unanswered longer than we each think it should. This might be a phone call, text, or IM message, it depends on the client.

Generally, a few things ‘happen’ before we both learn the dance of working together. I have never had a relationship fall perfectly into place from day one. It’s hard to know the perceptions of another person until I have worked with them a while. Even then, a new situation can bring things up.

The important thing is being invested in the process of building trust. It’s a two way street. My clients (thankfully) meet me in the middle and we walk through it together. We offer grace when we learn the lessons and create processes to avoid those mistakes again in the future.

Slowly, but surely, when a client and I are the right fit…we stop stepping on one another’s toes and move around beautifully together. It doesn’t make us mistake-proof, we are human, but it helps us transverse those times with ease, trusting one another to do what is needed to make things right again.

How do you work to build trust in your relationships? I would love to know. Please, leave a comment below!