Their Sales Superior Window Tint (SWT) is one of the top rated tinting business in San Joaquin, CA, USA. Attif Raza, the owner of SWT, reached out to Virtual Employee in October 2021 with the requirement for Virtual Assistants.
This is an account of what happened next.
Like any other local business, the flow of new customers at SWT largely depends upon inquiries from platforms like Google, Yelp, and others. But due to delayed response, the company was not able to grab the opportunities.
The customers who reached the site were greeted by an empty chair.
Not for long, however. Things were about to change.
The SWT management decided to hire a Virtual Assistant (VA) from Virtual Employee (VE). After that, the transformation was fast and increasingly positive.
In the beginning: 1 VA handled four tasks.
Cut to the 2nd month: 2 VAs and 20+ tasks.
Cut to the 6th month (of our 2-year ongoing relationship): 3 VAs handle 30+ tasks.
Our VAs devised an innovative idea to reduce the cognitive load in the process of leaving reviews. Responded swiftly to online queries. Pushed offers, added services, and ensured that the customers were always greeted warmly.
As a result of this and the other 30+ tasks, the revenue ballooned by 200%, and reviews increased by 400%.
Pain Point 1: Limited Customer Reviews
Local businesses thrive on a robust online presence. But SWT was constantly missing out on the opportunity to show the people of San Joaquin how good they were. Even the clients who were happy with the tinting work did not leave reviews.
Pain Point 2: (Unresolved) Online Queries
The online queries from platforms like Google, Square, and Yelp kept flowing in. As a local business, they needed to be on their toes. If the reply was not swift, they might lose clients to a business that replied faster, which is exactly what happened.
Pain Point 3: Attending to the Customers
Just one person was running back and forth between the garage and reception. There were times when customers arrived, and found the reception chair empty. Not a good look for any business.
Question: What would you have done in that case?
Attif Raza from SWT found a simple solution. A Virtual
Assistant.
Super Window Tint realized that their business would grow when -
a. All the queries were answered promptly b. Reviews were submitted by the clients c. Customers were attended to at the reception.But they could not have predicted the growth scale.
The management decided they wanted to hire someone, but at this point, they were split between hiring an in-house employee or a virtual employee.
Comparing the cost to business and added benefits of a Virtual Assistant (VA), they decided to hire VA.
Attif found our website online and reached out to talk about the requirements. There was still some hesitation. Is it secure? Are the VAs competent? How will they manage time zones?
All the doubts were washed off when they found 100+ trustworthy testimonials on the website. Attif selected CVs and hired the first guy he interviewed.
They went ahead without even taking the free trial.
Spoiler Alert:
The client’s expectations were exceeded by a huge margin. See what challenges we
faced in pursuit of this goal.
No job is easy. Especially when it is client-facing.
The tabs kept buzzing, the phone kept ringing, and customers stood at the reception.
5 online query platforms to manage compliance, paperwork, making invoices, feedback calls, add to the list.
One month into the project, SWT management was impressed with our VA. So they hired a second.
Naturally, the task list grew.
One VA handled four tasks; two handled a routine of over 20. All important and unmissable.
Being present always to face clients at the site, calling them back, managing the queries, and handling over 20+ tasks is not easy.
When the management was relieved of the run-of-the-mill monotonous tasks by our VA, their focus shifted to growth. They laid out a plan to increase efficiency by streamlining work processes.
The ever-growing task list demanded a 3rd VA. So they hired one more VA. Now, there were three. Managing 35+ tasks, including; facing the client, managing building security, pushing offers, and creating invoices. At any given time, their VAs were using 10 to 15 apps. The race is against time.
Question: What does it take to fulfill such elaborate requirements?
[Answer in next section]
Unwavering focus, excellent time management, and innovation—fulfilling such an extensive task list require all these things and more.
Prashant was the first VA to join. Sushant came along a month later. They understood the nature of the requirements and devised a plan to improve efficiency.
“Once the transaction with the business is over, going back to leave a review has consequential effects for the company, but for clients, it is an act of goodwill”, thought Prashant, “they should not have to go out of their way to make our lives better.”
Taking the initiative, Prashant and Sushant came up with an idea.
They sent a bill and link to drop a review together, making the process seamless. No prize for guessing – it worked. The customers started leaving reviews.
But the numbers went through the roof when past customers were called for feedback and sent a link to leave a review.
This innovative idea ramped up the company’s online review by a whopping 300%.
Another simple solution to their problem was manning the desk – at all times. Our VAs ensured that the SWT customers were warmly greeted (via Skype) whenever they walked in.
Our VAs made this possible by managing online queries and stringent routine checks.
With our VAs, SWT went from losing clients to a fast business – to becoming the faster business.
How do you think their life changed since VE? See the comparison; read on.
This story sums up what VE stands for – your growth.
March 2022.
Prashant marks a one-week leave. There were just two VAs, Prashant and Sushant, working different shifts at the time. Since our VAs are an important part of their sales process, from responding to queries to making invoices – the leave could have meant a big setback.
It would mean unmanned desks and the unavailability of the only person who can make invoices during the hour.
But Prashant single-handedly prevented the setback.
He trained every SWT employee to make an invoice and gave them tips to push offers and add-on services
The numbers speak| Before... | What? | After! |
|---|---|---|
| 68 | Reviews | 247 |
| 4.3 | Rating | 4.9 |
| Often an empty chair | Who greets the customer? | A smiling VA over Skype |
| Unresolved/ Delayed Response | Online queries | Swift Reply On Every Portal |
| 210 | Photos on Google | 2000+ |
| Losing business | The Bigger Picture | 200% Growth in Revenue |
We hope to continue this partnership. Since VE came in, we have doubled our sales and the number of reviews*. Our VA ensures every call is answered, follows up with customers to ensure satisfaction, and takes in customers in real time. He drops in the garage timely, manages the front desk, and is always there when a customer walks in.
VE has been an asset. Prashant has been a great asset to us. He has significantly helped us to grow our business. We hope to continue this partnership.
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