Client relationships: when to take on something new

If you are new in business and keen to develop new client relationships, it is tempting to take on something you’ve never done before. Or existing clients may ask you to do something unfamiliar. But when is the right time to take on something new?

Before taking on any unfamiliar work, it is always best to find out what’s involved. This way you can make an informed decision about whether or not to provide the new service.

Dealing with existing clients

When you already have a client relationship and they already have confidence in your abilities, it can be a great opportunity to take on something unfamiliar and learn new skills. Working on new projects for existing clients is how I learnt to use different database programs, plus I learnt how to develop Internet based shopping carts. It is also what launched me as a blogger.

I spent time exploring, learning and practicing and then applying what I learnt to the client job. If the client was patient in allowing me to learn I wouldn’t charge them my full rate until I felt I’d come up to speed - this was with their knowledge and agreement, of course.

Dealing with new clients

I wouldn’t recommend providing a service you know nothing about for a new client, as if it doesn’t work out you stand to lose the client before the client relationship even develops. In this case, it is best to pass the job on to someone else who already has the appropriate skills. After all, referrals are good to build your credibility and build a network of support people around you.

New business operators should always start out with what they know well and then build up their skills over time. I learnt how to use a desktop publishing program by producing my own newsletters, and website development n the course of building my own websites. Once people started asking me how I achieved those things, then I would begin offering that service to others.

Working out what your client really wants

A client approached me last year seeking to develop an Excel database. Originally it started off being a simple project but grew more complex as the client thought of further requirements that had not been discussed initially. This then proved a difficult task because we didn’t have the knowledge or experience required to achieve what the client wanted.

The lesson here is the client does not always know how a job needs to be done - even if they think they do. It is really important to ask them what they envisage is going to take place after you have finished the job. What do they want to achieve with what you do for them? This enables you to start with the end in mind. It's a bit like building a house - if you don’t have a vision of what it will look like in the end, how are you going to know where to start and what to do?

I’ve got a few clients who are happy to allow me room for learning and growth, because we have built a relationship of trust and understanding over several years. But if I felt that what they wanted was beyond my capability or time availability, then I would suggest that someone else assists me with the job.

In conclusion, my view is the decision to take on new work should depend on whether it is a brand new client asking you to take it on, or an existing one that you already have a good client relationship with. I think the latter carries less risk.

What do you think? Let us know by adding a comment.

Kathie M. Thomas is the founder of A Clayton's Secretary, a Virtual Assistant Network with members in many countries. Dedicated to teaching others about business on the web, she is a multiple award winner, with 30 years' experience in her field.

6 comments | Add your own

Hi Kathie, this is very true. On many occasions, we take on work which is not within our existing 'skillsets'. In my experience, it is better not to be impulsive and plan the execution before taking on work. Even while passing it on, it is important we know that the other party is capable of executing the work. Anup Batra from www.searchenginerankings.com.au from Melbourne, Australia
I've learned to stay within my existing skills set and use all spare time making sure that I'm up-to-date on the latest technologies and methodologies within my area. Over time my skills widen, but I only ever stray from what I know when I have a TRUSTED and PROVEN specialist to whom I can delegate (capitalisations deliberate). Grant Hyman from Sydney | Read my articles
Agreed, if you do refer to someone else, you need to feel confident about that person's abilities. I work with a team of VAs so fortunately I have someone I can refer to 99% of the time and know that it will work out well. There is a benefit to building a resource base around yourselves for this very reason. Kathie M. Thomas, A Clayton's Secretary from Melbourne
Another great article Kathie. I think this is an area that is often not given enough thought, particularly when you're just starting out in business and eager to help everyone. Donna-Marie Coggins from Brisbane, Australia
Hi Kathie,
Your comments are thought provoking, with one focus turning down the offer because you feel that you are unskilled to produce the unfamiliar work; while the other mindset is to take the plunge and advance your own skill set.
Both are aligned with protecting your image and reputation which is paramount for your business growth.
There is another option if you are asked to complete unfamiliar work, or to work outside your skill set, and that is to provide a value added service for your existing Client by locating someone who can supply the service for your Client.
The benefits are that your Clients requirements are met; your Client views you as a solution provider, and you buy yourself the time to learn the new skills.
If you have strong trustworthy networking contacts, you can recommend their services or even ask them to recommend someone to you.
Hope this helps.
Regards
Belinda
Belinda Cook from from West Footscray, Australia
Thank you Belinda. What I hadn't included, and perhaps I should have, is that I have developed a network of people through my team, and through other service providers, so I nearly always have someone I can refer clients to. Your comments are very much appreciated and have helped fill the gap in my own writings. Thank you. Kathie M. Thomas, A Claytons Secretary from Melbourne, Australia

6 comments | Add your own

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