Emma - Your Virtual Assistant

I find it really hard to switch off - I seem to be in work mode even when I’m shopping??

I could be at an appointment, doing the online supermarket shop, making a booking, or looking for the best birthday gift. It's no longer just a simple case of finding the item and checking out. I find myself paying attention to the whole customer experience.

How easy was it to find information and what I wanted?
Was the process straightforward?
Did I enjoy it?

I don’t think I’m being picky, I just appreciate things done properly and that follows through into my work.I want to provide the best possible support for my clients and their customers.

A fancy website or massive budgets don’t necessarily make your business stand out.

It’s the ones that go out of their way to make it easier for their customers, to me they are the ones you remember. And I love helping my clients to achieve that kind of experience too.

Does anyone else find themselves looking at things differently because of their job?

The answers were always there, customers just couldn't find them.

My client had a fabulous online store that sold beautiful products. But she spent most of her time answering the same questions from her customers, she assumed the answers to these questions were on her website. She didn't mind answering all the questions but had new stock to upload and orders to pack, she had to work out why the customers weren't finding the answers for themselves.

She was tired of starting the task of packing a new order only to have to switch to replying to a customer when the answer was on the website. There are only so many times that you can tell the customer the refund policy or what the payment methods are!!
She wanted customers to find the information they needed so they could move through the buying journey without needing to stop and ask for help.

For me the best place to start is by taking a look at the customer journey, find out what's missing. The big clue for this will be the questions that are being asked, they are questions and they are the answer. Once you find those gaps, simple updates to the website can often answer those questions before customers need to ask them.

When you love your business you want to make it better for your customers. My client knew something wasn't quite working and was willing to step back and look at the website through a customer's eyes.

It would have been easy to assume customers weren't looking properly, but she was open to improving the customer journey and making it easier for people to buy.

With fewer repetitive questions to answer, she could focus on uploading new products and fulfilling orders quicker. Customers received a better experience because orders were processed faster and information was easier to find.

Website visitors spent longer browsing, moved through the buying journey more confidently and were quicker to complete their purchases.

DM me WEBSITE and tell me your shop name and all the questions you keep being asked. Then let's take a look at your buyer journey together.

Your inbox is full of questions which is great but they’re all the same question and you find yourself typing the same reply, over and over again.

Delivery? Stock? Refund? Payment Method?

Don’t people look at the website?

Questions are good, all businesses get questions, it's part of the day to day tasks. But this many questions? Your customers aren’t asking because they want to, they can’t find the information they need. If customers are asking the same questions it's not likely a customer issue, it's probably an issue with the information on your website.

Having a website that works for you, your business and your customers is really important. It’s not just a place to look through your beautiful images and purchase your products. It's a place where information needs to be provided and questions have to be answered before they are asked.

When I work with a clients website I start off by looking at it as a customer, I go through the client journey. If the same questions are being asked repeatedly by customers, there has to be something missing and the customer journey is the best place to start. Finding the missing information and making a few simple changes often reduces those repetitive customer questions before they ever reach the inbox.

Customers are now spending more time on your website and finding the answers to the questions before they need to ask them. Your inbox is full, but full of orders notifications; which tells you that the customer journey is now streamlined and more efficient. You now have more time to think about the next season with new designers and new product lines.

DM me WEBSITE if your inbox is working harder than your website.

One of the best feelings as a VA is knowing you're supporting a client in the right way.

You may not notice at first but there are signs

👍 They aren’t so overwhelmed
👍 They have a day off and don’t call you to check in
👍 They are thinking of tomorrows plans rather than todays

They are subtle changes that only you notice.

My goal isn't to make a client dependent on me. The goal is to make them feel more confident, more organised and more in control of their business.

Those moments remind me why I love supporting businesses. 🤍

She loved being a coach and was always busy, always a full calendar. So why didn't her bank account reflect that busy? She had no visibility of what was due, what had been paid or what still needed following up.

Always wondering what needs to be done, who has paid and who still needs an invoice. Sending follow-up emails felt uncomfortable because she wasn't confident about where each client was in the payment process.
She needed clarity and visibility. When you can clearly see what has been invoiced, what has been paid and what still needs attention, predicting your finances becomes much easier.

I often see clients become far more confident once they have visibility of their payment process. To create that confidence, we implemented a simple workflow that allowed her to see every stage of the payment journey.She then knew who paid and who needed a little reminder. She could see the whole payment journey from beginning to end so no more guessing and remembering who had an invoice and who didn't.

She was tired of second-guessing herself and constantly wondering whether something had been missed. Payments were the area of her business she enjoyed the least, so she was more than happy to embrace a workflow that removed the stress and uncertainty.
She no longer felt the need to check her bank balance five times a day. She knew what was coming in, what had already been paid and what still needed attention. For the first time, she had complete visibility of her payments and confidence in the process behind them.

DM me PAID if you are ready to start feeling confident about your cash flow.

I’m sure I’m not the only VA that feels joy and a sense of I’m doing the right thing when they see a change in their client.

They have gone from chaos and feeling the pressure to being calm and present.

And it's all because they are no longer carrying everything alone.

If you feel like you need to be calmer and more present, DM me SPACE and lets talk through your needs.

We didn’t just reduce the workload, we reduced the pressure

My client used to do every role in her business, but the workload had grown so much she could no longer focus on anything other than the day to day tasks. She had no space to think and felt constantly stretched.

She was always switched on and found her days were full of incomplete tasks and exhausted evenings. She needed to slow down but felt as though she couldn't. Who else was going to do everything?

She needed to be able to stop and regroup her thoughts, take a breath. If only she could get back her creative edge, she wanted to spend more time with her clients who she really felt as though she was neglecting. Lets not talk about the constant guilt of never being present at home.

Working together we start by identifying what areas need the most support and where the pressure points are. My first task is to reduce the mental load from the client so she can then breath and focus on moving forward with other areas where she needs support.

Living with the overwhelm, stress and guilt for so long meant that my client was open to trusting me and ready for structure that would allow her to enjoy her business again. She needed to let go of the control she had over everything and only look at things that needed her attention.

The tension and stress was gone, she started to appreciate what she had built again and looked forward to working on her business but not only that the guilt she felt from her lack of presence at home was gone. She started to work more of a 9-5 as she knew tasks were completed, she could switch off.

DM me SPACE if you are ready to find the off switch from your day to day.