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Tips For Conducting Request-A-Callbacks And Phone Consultations

Michelle Dale - Wednesday, August 25, 2010



When creating an appointment area online to arrange a call with a potential client, you have 2 options which you can offer:

Option #1 : A Consultation.

Now a full consultation can be a very comprehensive process, and when I have a potential client book a consultation, I will send them an email which covers a series of questions, or actions I would like them to take or think about before the call. These questions are often more formal and I stay in the driving seat when I am going through them on the call.

In short, I find that consultations have been for people where they have read about Virtual Assistants, or have an idea of what they are and how they can use them, but it’s not entirely clear, and we have to go through a process of discovering what I am able to do for them. So it’s a learning experience for the client, and also a chance for them to see your services more, since the door is wide open for suggestions.

On consultation calls I only ever give standard rates out on the phone, everything else from bitty project work to packages I always confirm on email with an estimate. This way when they come back several weeks later (and some do) you have an official estimate on a document with an expiry date on it – this way you can reference back your quote and it keeps things nice and clear.

Option #2 : Request A Callback.

This option is for people who know what they want specifically, and will ask you about it. Now I am going to show you how these go on a Live Video Recording (It’s very raw – but hey this is what VMF is all about – Keeping It Real!). These calls are very informal and give you a chance to quickly engage with the potential client on the phone, and also I really like them because a majority of the time the client knows what they are looking for and simply wants to know the rates you charge, so at this point you can deliver the information over the phone, and then follow up with an email.

I cover how to handle both of these scenarios, from start to finish in-depth in my training course.

For now, I would like to share with you a few tips about these 2 methods of meeting (virtually) your potential client.


Get Out Of The Conversation What You Need To From The Potential Client.

Make sure if there is anything that springs to mind about what they are asking for and how they want it done – Ask. It could be that you are the perfect fit, and maybe you aren’t, but now would be a good time to find out how you feel about working with them.


The Biggest Clients Come From The Smallest Things.

One of the first clients I ever took on wanted 4 hours admin a week. He sounded lovely on the phone, and of course I took it. He is still with me now and the 4 hours has expanded into part time hours, which continues to increase. We are also exploring other possibilities of working together. So never turn anything down unless you feel that you really are not a good fit for that person, or you just get a bad feeling about them.

I have turned away clients before based on gut instinct. Whenever I didn’t listen to myself, I became pretty miserable working for them, and ended up getting out of the situation anyway – I wish I had saved myself the hassle. Never ever stay with a client that makes you unhappy; it will have a negative effect on your entire business – trust me!


Keep The “Request A Callback” Very Simple.

When someone does request a callback about a specific service, keep it simple. Don’t try too much upsell on the call, just provide a good solution to their problem, and then follow up later. If you try to offer too many options and different services then it could mean they get a little overwhelmed. I do often drop in other services which may compliment what they are asking about, or if I know they will need an additional service in order for us to provide support for what they are asking for then I will tell them. But If someone wants diary management, I don’t go into web design – only if it’s a full consultation and we are reviewing what’s available.

Stay on-point, and keep it simple, friendly and informal.



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Hi I'm Michelle, an entrepreneur specialising in virtual assistance, a digital and real world nomad, and a down-to-earth mother of three.



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