Watch how you say what you say

Here's one (actually several) BIG Bits O’Moxie for the industry--raising standards around how you think about clients and your practice.

What spurred me on to write this was an e-book I just read where the author advised potential clients how to fill out a great RFP for VA services.

Some thoughts to share with you came from reading it, and from other small, but important things I've been thinking about. All of them have to do with how VAs, and VA organizations use language to express WIITWD. Language matters. It really does. And we, as industry professionals, have to be very careful about how we use it to describe our work and our practices, because what we say, and the concepts we convey ripple outward, and impact what prospective clients think and believe about us. Many of our VA colleagues are sloppy with language, and clients are absolutely getting the wrong ideas. Today I want to urge you to think about things differently, and to start to raise your own standards with language, thereby impacting how our profession is perceived, before clients tell US who we are and what we do.

Here they are:

1. Asking a client to submit a RFP: First, let's all get clear on what an RFP is, and how it's thought of out in the world. A proposal conveys the idea that there's competition--a "bidding war" of sorts, afoot--as the vendor (you) competes for the business. It puts you in an unequal position from the start, and that's certainly not where you deserve to be.

Wikipedia gives a good definition: "A Request for Proposal (referred to as RFP) is an invitation for suppliers, often through a bidding process, to submit a proposal on a specific commodity or service." Ok. So, having that as a basis, the notion that a VA offers a prospective client a "proposal" for work is 1) antithetical to the foundation for the type of solid relationship we talk about wanting with clients, and 2) problematic as it connotes that you see what you do as a commodity. I absolutely suggest you stop framing how you reach out to clients in that light, and urge other colleagues to do it as well. You are a professional in your own right, what you do has value beyond the commodity level (one size does not fit all, and price should never be the factor in a client's decision when choosing a VA), and you are deserving of equality and equity in any relationship you create. An alternative ways of framing what clients do on sites like VANA and IAAP could be, "Client Referral Request."

2. The notion that a client "hires" a VA: "Hire" connoted employment. You know you're not an employee of any client, so stop using that word when you talk about what it is that clients do. Clients "work with" VAs. Yeah... it's four extra characters to type. But trust me, it's a distinction you want to make.

3. The notion that a VA "signs" or "lands" a client: Whenever I hear a VA say that she "landed" a client, I always immediately imagine someone beaching a whale, or catching a fish. And "signing" makes it sound like the most important part of the agreement to work together came when the client signed his name on whatever work agreement you may use. We all know that the most important thing is fit, so "signing" and "landing" sound, to me, disrespectful of the relationship you and the client are beginning. I also don't think it's good juju (energy) to be putting on a budding relationship. Alternative ways to say that could be: "I am working with a new client!" Or, "A new client and I have started a relationship!"

Can you see the distinctions? For some, all of this may seem like a semantical debate. I promise it's not, and that these are real, live distinctions with broad sweeping implications for our profession, and your practice. Think about what you say and how you say it. Move away from anything that doesn't absolutely convey the best for yourself and our profession. Every single one of us needs to be an ambassador for the highest and best this profession can be, and what we say and write about what we do is fundamental in building something stronger and long lasting.

If you come across something you don't like, but don't know how to say it differently, ask me. I'm terrific with creating great language to use in almost any situation, and I'll be happy to help. Just drop me an email at stacy at virtual moxie dot com.

Comments

[Janine Harris]

Thank you Stacy for your brilliant words! Words are a powerful thing and too many times we diminish our intent by choosing the wrong ones. As a Virtual Assistant in training, it is such a benefit for to me to get the exact language I need to handle each new situation that comes my way. Gratefully yours,
Janine Harris

[Sydni Craig-Hart]

Stacy! You never cease to amaze me. Many thanks for this thoughtful post. I realize that I am guilty of all of three of the "evil" phrases you mentioned and I'd never given any thought to the implications of my words. But, as usually, you are absolutely right! I hereby resolve to speak more carefully about our profession and encourage others to do the same!

Best regards,

Sydni