We recently connected with Melissa Clarke and have shared our conversation below.
Melissa, so great to have you on the platform and excited to have you share your wisdom with our community today. Communication skills often play a powerful role in our ability to be effective and so we’d love to hear about how you developed your communication skills.
Communication is key in the Virtual Assistant world! Nothing must be assumed or taken for granted.
Having moved to live and work in a different country (twice), and being immersed in new cultures with different languages, the need to communicate effectively became even more important for me.
Here are some things I have learnt which have helped me to be a better communicator!
Clarity! It’s vitally important that your message is taken clearly and in the way it was intended. Living in China, I had to learn there were simple things I used to do that could be taken offensively. Body language and gestures are all part of how we communicate, and not just what we say or write.
Listen and be empathetic – how we listen or interpret a conversation (or email) will determine our response. It’s important to listen clearly to what you are being told, to ensure your response is relevant. Clear understanding helps to build stronger connections. It’s not always what you are communicating but how.
Being a Virtual Assistant for Interior Designers, the following are tips that we use every day when working with our clients:
Respond quickly, and respond always – A good practice is to respond within 24hrs
– Let your client speak
– Ask questions, don’t assume
– Learn to be an active listener – listen first, and talk later. The more information you gather about the client’s project beforehand, the less the risks for mistakes and changes later. On a professional level, the client feels you are partnering with them and not pushing them
– Acknowledge you have received the call or email. Let your client know that you will call them back or you will begin working on the task as soon as you are able.
– Establish your clients’ preferred method of communication, working style, and how they will best be responsive. Slack, texting, phone call, email, PM software, etc.. – no client is the same.
Keep Your Client Informed
– At times, unfortunate events occur – we all make errors and if there is an issue with a client or your work, it is better to face it straight away instead of avoiding the problem – it will not vanish and will only become worse.
– You can’t control when something unexpected arises, but you do have control over how you communicate about it. Everyday life has its own obstacles – illnesses, family issues, appointments, etc
– And if you have to handle them, you should let your clients know that you won’t be available so they don’t wonder why you’re not getting back to them.
– Take the initiative – don’t forget to follow up! If you need something from a client and you haven’t received it, don’t be afraid to remind them – chances are they’re busy and would appreciate a gentle reminder. Don’t let your own work suffer because you’re waiting to hear back – if things don’t move forward, they may say “why didn’t you just ask?”
Establish Boundaries
Outline your availability from the beginning; it’s perfectly acceptable if you don’t work on Fridays, or only from 1pm to 3pm. That way, your client will be aware and won’t expect to receive a reply if they recognize you’re offline. Set boundaries; if a client contacts you late at night and you choose to answer, you could be implying that you’re available all the time. We want to serve our clients to the best of our ability, so making sure to set up healthy boundaries from the start is necessary.
Great, so let’s take a few minutes and cover your story. What should folks know about you and what you do?
My journey to forging a thriving business was far from a walk in the park (I’m sure you can relate!). Picture this: from my roots in the UK, I followed my darling husband’s career moves to China and later the United States. Oh, and just to keep things exciting, I welcomed a daughter and twin boys into the world along the way! Amidst the whirlwind, I craved a slice of normalcy. Combining my Project Management and client service skills, I started working as a VA for a handful of Interior Designers and my passion for supporting these small businesses grew. I had a desire to help other Interior Designers discover the benefits of virtual support and for something I could truly call my own, thus my business, MC Virtual Assistants was born.
Through it all, my unwavering ‘Keep Calm and Carry On’ attitude has empowered me to overcome numerous challenges, build a tight-knit team, and continuously enhance our client service capabilities. As a business owner and a busy mom of three, I know a thing or two about multitasking and organization. My secret to doing it all is… that I don’t do it all. I’ve mastered the art of delegation – and I’m passionate about helping Interior Designers do the same.
There is so much advice out there about all the different skills and qualities folks need to develop in order to succeed in today’s highly competitive environment and often it can feel overwhelming. So, if we had to break it down to just the three that matter most, which three skills or qualities would you focus on?
– Communication! This is vitally important when working virtually. Honest and open communication is at the core of everything we do – internally and externally. By fostering an environment where everyone feels comfortable sharing ideas, concerns, and feedback, we nurture the development of strong relationship
– Integrity – Integrity is the essence of how we operate. To us, this means unwavering honesty, transparency, and ethical conduct in every task we undertake. It’s about doing the right thing, even when no one is looking. Integrity is not a choice; it’s our way of life
– Trust – We understand that trust isn’t given; it’s earned. We promise only what we can deliver, and we follow through on our commitments. Trust is the foundation upon which we build lasting partnerships with our clients and within our team
One of our goals is to help like-minded folks with similar goals connect and so before we go we want to ask if you are looking to partner or collab with others – and if so, what would make the ideal collaborator or partner?
We are always looking for industry partners to collaborate with! Whether you are an OBM, marketing specialist, Rendering artist, social media service, branding agency or other Interior Design service provider, we’d love to connect!
We’re always on the lookout for talented individuals to join our MCVA Family too. If you possess a strong work ethic, impeccable organization and communication skills, a passion for design, and a knack for working with people, we’d love to see your resume!
Contact Info:
- Website: www.mcvirtualassistants.com
- Instagram: https://www.instagram.com/mc_virtualassistants/
- Facebook: https://www.facebook.com/mcvirtualassistants
- Linkedin: https://www.linkedin.com/company/mc-virtual-assistants/?viewAsMember=true
