At some point in time while being a virtual assistant (VA) a client will ask you to train them to perform a specific task. This is always a sticky area because most virtual assistants are primarily service providers. Those that offer training do so as structured courses that are packaged with all the inclusives named and priced accordingly.
Whether or not to train will depend on various factors. Give consideration to each of these questions and decide if it’s right for your business.
Is this something that the VA is turning over to the client to maintain from here forward?
Yes – It’s not unreasonable for a web designer to include instructions and light training to website owners so they can maneuver around their newly created website. The web owner may learn how to add a page, add a blog post, add a plug-in or an opt-in box to name just a few things. This type of training is reasonable and usually included in the purchased website design package. Just as a virtual bookkeeper will train their client in using QuickBooks to record their financials.
No – Ask more questions to get a better understanding of what the client wants to know. Perhaps the client is asking about general processes so they can prepare an operations manual or to realign how a team of virtual assistants can better work together.
Will training the client to perform a task make the VA’s responsibilities easier?
Yes – A bit of training to guide the client in how you like to receive projects and additional informational pieces will help you both work smoothly. Training may include how to use Dropbox for file sharing, how to video Skype chat, or how to work in a project management software like Basecamp. Additionally, knowing each other’s work styles will diminish communication hiccups.
No – If the thought of training makes the VA cringe then question if the VA is the right person for the training. A quick search of Google can reveal videos, webinars, and blog posts on most any topic.
If the client performs these tasks will the VA be de-valuing the same services they currently provide to this client? [Is the VA working themselves out of a client and won’t be needed any longer?]
Yes – Just as the proverb, “Give a man a fish and he eats for a day. Teach a man to fish and he eats for a lifetime,” says be certain you chose wisely which of you (you or the client) will be eating for a lifetime. Teaching a client to do the service you provide shouldn’t impact their decision to continue doing business with your business. Always ask enough questions to fully understand the request for training.
No – If you and the client mutually decide to learn fresh skills to jointly support a new income stream for both of your businesses then moving forward to learn together and train will be beneficial for both businesses. Most likely you’ll be moving into a deeper working relationship and possibly forming a partnership.
Is the client asking so they can offer the same service? [Yes, it has happened.]
Yes – Obviously, if training will create a competitor then the answer is to abstain or encourage outside training from an independent instructor. I recall a colleague who brought on a subcontractor and over the course of a year trained this colleague. As the subcontractor’s confidence grew the sub decided to branch out on their own, leave their subcontracting position, and offer identical services with the client as their partner. Was it ethically correct? You decide. And yes, a subcontractor-lead VA relationship is working with a client; possibly multiples if the sub works directly with the lead VA’s client(s).
No – Often times clients ask because they want to better understand how things work – how the pieces fit together – not necessarily how to perform a task. Ask more questions so you’ll know the why and can determine what type of information should be shared.
Is the client planning to work with another VA and wants documented steps to pass on to the next service provider?
Yes – When a client wants to part ways they may ask for steps on how to do various tasks unique to their business. Chances are their next VA will be skilled enough to pick up and carry on. It is not the current virtual assistant’s responsibility to train another service provider. You’d never ask your mechanic to train the mechanic in the next town how to work on your prized car so when you move the new mechanic will be up to speed. [Yeah, sounds silly when you think of it with other service professions.] The next business that will be supporting this client should come prepared and skilled to step in. It is up to the client to vet the next business to meet their current needs.
No – Clients will occasionally ask about training when they prepare their operations manual. A flowchart covering responsibilities of the client and VA will often meet these needs. Going into precise details with “click here” and “follow these steps” is seldom necessary. After all, should you part ways the next service provider will be bringing their skills and expertise to the tasks.
Teaching clients to do what we do, as virtual assistants, has the potential to eliminate or lessen the need for our services. Be certain that the training doesn’t have a negative impact on your working relationship. If you do agree that training is appropriate then price this appropriately and separately than your usual standard rate. This is typically a one-time cost to purchase your knowledge and skills. Never undervalue or undersell your knowledge and all that it is worth.