Uh-oh! That moment you realize you made an error on a client’s task.
It’s even worse when the client comes back with a serious issue about something you were in charge of. It’s one of the worst feelings, but mistakes at work are INEVITABLE! That’s why it’s important to know how to deal with them when they happen.
Today, we’ll share tips on how to quickly fix mistakes and move forward with clients as a virtual assistant. You’ll discover how to maintain trust and confidence in your client relationships, even after making an error.
Small Mistakes Will Happen
Most of the time, the mistakes you make won’t be a big deal at all.
Did you spell something wrong in a graphic?
Added the wrong URL in an email?
Did you forget to complete a task scheduled for yesterday?
These are common errors that can occur in our daily operations, and clients are usually understanding. They will simply request the appropriate revisions to be made.
The key here is that these errors shouldn’t happen regularly. Occasional mistakes are totally normal, but if every week your client has to request revisions that could have been avoided, that’s a problem.
Take your time on these tasks, pay attention to details, and aim to get it right the first time. Otherwise, consistent small mistakes that could have been prevented will frustrate your client and diminish the value of your services.
That said, no client expects you to be flawless all the time. So, when these things happen once in a while, don’t stress—it’s unlikely your client will either!
For Big Mistakes, Start With A Simple Apology
A sincere apology goes a long way when you make a mistake at work. Instead of making excuses, acknowledge your mistake, ask for patience, and share your plan to fix it. Clients appreciate honesty and reassurance that you’re working to resolve the issue. Even if they’re upset, your openness will help them feel more at ease.
When Your Client Finds An Error
If your client spots a mistake, stop what you’re doing and fix it right away. It’s your job to correct the error as quickly as possible, even if it’s at night or on the weekend. As soon as you know about the mistake, apologize to your client and tell them what you’re doing to fix it and how.
This shows your client that:
- You’ve seen their message about the mistake.
- Their issue is your top priority.
- A solution is being worked on.
- You’re sharing what the solution is and how it will be carried out.
Now more than ever, it’s important to communicate every step you plan to take.
Usually, when clients know, like, and trust you, you don’t need to explain every detail of what you’re doing. But this situation is different.
Your client needs to see that you’re taking all the necessary steps to fix the problem in order to keep their trust. By sharing your plan and prioritizing their issue, you show them they’re valued and their concerns are heard.
Once you’ve communicated with your client, act quickly to implement the solution. If it takes time, update them on the progress. If it’s resolved sooner, let them know right away.
When You Find The Error
This situation is a bit easier because you can act quickly to fix the mistake.
If you spot a mistake in a client project, follow the same steps but in reverse. Instead of informing the client first, jump in and fix the issue right away. Then, reach out to your client to apologize and explain what went wrong, along with the plan you’ve already put in place to resolve it.
Your client will be impressed that you identified and fixed the problem on your own and will appreciate your honesty.
Remember, clients are busy, and they hire you to handle these situations. They don’t want extra stress, so they’ll be happy to know you can manage issues when they arise.
However, if you try to hide mistakes and they find out later, you risk losing their trust. Be open and honest, and fix the problem as independently as you can!
Avoid The Same Issue, Create A Process
When mistakes happen, it’s important to prevent them from happening again. Take some time to create a clear, documented process for the task, either by writing it down or recording a video. This helps you avoid missing steps that caused the issue.
If you find that a documented process can help, let your client know. After fixing the problem, tell them what you’re doing to make sure it doesn’t happen again. This shows your commitment to being the best assistant and builds their trust in you.
Remember You’re HUMAN!
Don’t be too hard on yourself.
As virtual assistants, we deeply care about our clients’ success. When things go wrong, it’s natural to feel terrible about it.
But mistakes happen. As long as you do your best to take care of the situation and your client, they’ll see that.
They’ll understand you never intended to harm their business and that, just like them, you’re only human.
Mistakes are inevitable, but how you handle them defines your professionalism and strengthens your client relationships. At Virtual Professionals, by responding with honesty, taking swift action, communicating clearly, and creating strategies to prevent future errors, we show our commitment to growth and excellence.
Remember, both you and your clients are human—what matters most is how you learn, improve, and move forward.
Virtual Professionals 