A business relationship is no different to a personal relationship; they are both built on a basis of trust. That trust can only be built if you spend time getting to know each other. As a VA, you are not just a service provider; you are a partner. Whether you are starting out with a new client or managing a long-term contract, you must take the lead in establishing a solid working relationship. That means taking the time to actually know the person you are supporting.

In a traditional office environment, bonding happens naturally over a coffee. When you work virtually, you cannot leave relationship building to chance. You must be intentional.

If you want to build professional relationships that ensure client retention and mutual respect, follow these three non-negotiable steps.

1. Communicate with Purpose

Trust starts with communication. When you work virtually, you cannot rely on “bumping into” someone. Communication must be scheduled and consistent. Whether it is monthly, bi-weekly, or weekly meetings, you must drive the regular check-in.

Use this time to lead the conversation. Discuss requirements, address potential bottlenecks, and present your solutions. Agree on a suitable timeframe and stick to it. In my own VA business, I provided my clients with a 20 minute catch-up call per week to delegate work as part of their retainer package. This was not a “nice to have”; it was a strategic part of my service to ensure I remained indispensable. Small, professional gestures like a quick thank you email keep the relationship professional and productive.

2. Be Personable to Become Indispensable

Being a professional does not mean being a robot. Nobody wants to work with a hidden cog in a machine. To move from being a “cost” to an “investment,” you need to understand the person behind the business.

Get to know what makes your client tick. What are their goals? What keeps them up at night? Use social media and your discovery sessions to understand their preferences and interests. This is not about being “fluffy”; it is about business intelligence. When you understand a client’s values and personality, you can tailor your support to their specific style. If you know they are reaching a major milestone, a well-timed note or a small token of professional appreciation shows that you are fully invested in their success. When a client feels understood, they stay.

I find it useful to keep all my notes from clients calls – it allows me to re-read the words they use, so I can be sure to use their words, their language and their emotion when describing things.

3. Seek Honest Feedback and Advice

You must proactively ask for feedback on a regular basis. This cements your position as part of their team and allows you to nip potential issues in the bud before they become disasters.

Seeking feedback is about improving your professional game. It clarifies where you are performing well and which areas of your service delivery need some TLC. Remember, you are a business owner talking to a business owner. This should be a two-way flow of information. All feedback, positive or negative, is useful data that helps you refine your processes and grow your reputation.

If you are looking to refine these relationships and ensure your business foundations are rock solid, the VA Momentum Course provides the framework you need. By taking charge of the relationship from day one, you ensure your VA practice is profitable, professional, and sustainable.