I rarely have the privilege of meeting my clients face-to-face. Not all of my clients have ever heard my voice since we’ve only communicated via email. While some chuckle and wonder if I’m real or simply a more sophisticated version of Siri, I try to assure them I do exist. (Flashback to the 1970s Memorex cassette tape commercials with Ella Fitzgerald singing a glass shattering note and the announcer asking, “Is it live or is it Memorex?” The quality was so good, with the glass actually shattering, that no one could tell if Ella’s voice was live or recorded.)
I am a virtual assistant. I don’t need to work down the hall from my clients to be effective in my work. Distance is irrelevant. I am the right-hand partner to their projects. I am their go-to person to keep their office running smoothly and keep projects on track and on time.
One of the more unusual aspects of working as a virtual assistant (VA) for clients across the nation and around the world is that we seldom get an opportunity to shake hands or meet in-person. So, how does communication take place and secondly, how do we learn to understand each other when the visual cues of conversation (and sometimes the audio cues as well) aren’t part of our day-to-day interactions? We rely on intuitions and trusting and honing our instincts. We rely on taking time to get to know one another. We genuinely desire to understand one another. We want to work together.
For my part, I listen to the words chosen, to how instructions are given, and ideas are presented. When the individual writes their email to me, does their writing style reflect “short-and-sweet” responses or do they go into great detail and explanation? Each style speaks to how this person is most comfortable in sharing and exchanging information.
I’ve found matching styles helps to meet that person in their communication style. For clients that use lists, whether bulleted or numbered, I try to use a similar, familiar style in my responses to them. List writers are most interested in the main points and not the intricate details or processes that support these main elements. Get to the point and just give the facts please.
For those who delve into great detail I respond with a deeper level of what’s to take place within their projects so they quickly grasp that I understand and respect the intricacies of each step of their project.
By adapting my communication styles to complement and be most connective to each individual client I am being true to my own varying styles and strengthening our respective working relationships. So what are my own preferences? Honestly, it varies by the client and the project…I’m good in doing short-and-sweet, casual and fun, and detailed. Many times our communication styles seem to happen organically and naturally, and in my book, that’s the best. For a few clients we seem to have our own language and keywords unique to how we work together.
Until you discover your communication style with your clients, ask questions and listen. While technology can be wonderful in many ways it can hamper understanding by removing facial and audio cues. Whenever in doubt about correspondence pick up the phone and schedule a quick call. Hearing a smile during a conversation can quickly diffuse a brief email that may have been read as being terse and angry. Email correspondence isn’t perfect so find your communication rhythms.