Improving Your Client Experience (CX) for Virtual Assistants

With one of the busiest enquiry seasons just around the corner, now is the perfect time to take a closer look at your client experience..

Especially that first stretch between enquiry and onboarding!

Client experience (or CX) is the sum of every interaction a client has with you, and how those moments shape their perception and trust in your business.

It begins the moment they first come across your business and continues right through to the day you wrap up your work together. It covers everything from the way you communicate, to the systems you use, to how confident and capable you come across in each interaction.

A strong client experience matters because it directly impacts your success with enquiries and discovery calls. When people have a smooth, positive first impression, they are more likely to become clients, stay with you longer, and refer you to others too 🙌

If you are hoping to welcome new clients in the coming months, here are a few areas to review and polish:

Make it easy to book a discovery call (while still qualifying leads)

Nobody enjoys a string of back and forth emails just to arrange a short call. If someone is interested in working with you, make it easy for them to take that next step! This could be as simple as adding a direct calendar link to your website or enquiry process.

At the same time, protecting your time is important. Consider adding a short form or application before someone can book. This gives you a chance to check they are the right fit and gives you useful context before you even get on the call. Framing it this way shows that you value their time as much as your own.

Lead the conversation confidently

Potential clients want to feel understood and reassured that you can help them. That starts with you taking the lead during the discovery call.

Outline what will happen in the conversation, ask thoughtful questions, and reflect back what you hear. This clarity builds trust and positions you as someone who can confidently guide them forward.

Follow up exactly when/how you said you would

It might sound simple, but doing what you said you would, when you said you would, is one of the most powerful parts of client experience! If you promised to send a proposal the next day, send it the next day. If you said you would follow up with more details by Friday, follow up by Friday.

Consistency like this shows you are reliable and organised, and it sets the tone for how it will feel to work with you.

Review your onboarding process

Your onboarding is the bridge between saying yes to working together and actually starting the work. Make sure it’s as seamless as possible. 

Can clients easily receive and sign a contract? Is paying your invoice straightforward? Do they know exactly what happens next?

Review your welcome pack, proposals, and any automated steps to ensure they are fully up to date, reflect your current process, and match your branding. Walking yourself through the process from enquiry to kick off is a great way to spot gaps or outdated materials.

The September rush will be here before you know it! Preparing now means you can welcome new clients smoothly, make a strong first impression, and spend less time scrambling later 💪 

Much love,