Above and Beyond- How to Set Yourself Apart as a Virtual Assistant

I’ve always been an ‘underpromise and overdeliver’ type of gal. As a people pleaser, it’s my nature to give people more than what they ask for and so it comes easy for me. I’m not talking about giving people free hours or free products. I’m talking about razzle dazzle. I’m talking about what some would call “good customer service.” You would think it’s common sense to have good customer service, but in my many years working in the hospitality industry and in corporate, that is just not the case!

Having amazing customer service isn’t about grand gestures. It’s about the small, intentional moments that make your clients (and their clients!)  feel seen, valued, and supported. In the world of virtual assistance, especially for therapy practices, these moments can transform a transactional relationship into a true partnership.

Communication: Your Secret Weapon

Let’s talk about communication – and I mean real communication. It’s not just about responding to emails or messages. It’s about anticipating needs before they become problems. When I work with a therapy practice, I’m not just checking boxes. I’m listening. I’m reading between the lines.

For instance, if a therapist’s client seems confused about their insurance, I may reach out to them to explain or send a detailed email breaking down the issue.  If I’m leaving a voicemail for someone, I will follow up with an email to make sure they receive the information and have everything in front of them. When a therapist’s client is rescheduling an appointment, I will go forward in the calendar and confirm all of their upcoming appointments as well just to make sure. It takes an extra minute or two, but it speaks volumes about the level of care I provide.

Going Beyond the Job Description

My years in hospitality taught me something crucial – it’s not about the task, it’s about the experience. In a restaurant, it’s not just about serving food. It’s about creating a moment. As a VA, I bring that same philosophy. Each task is an opportunity to create a moment of delight.

Here are some practical ways to elevate your VA game:

• Become a Tech Wizard: Learn the software your clients use before they ask. Understand their tech stack so well that you can troubleshoot before they even realize there’s a problem.
• Be a Research Rockstar: When a client mentions a challenge, come prepared with solutions. Need HIPAA-compliant scheduling options? I’ve already researched the top three with pros and cons.
• Create Custom Resources: Develop templates, guides, and cheat sheets that make your clients’ lives easier. A comprehensive onboarding guide? A custom workflow map? That’s razzle-dazzle.
• Emotional Intelligence Mastery: Read the room (or the email) and adapt your communication style. Some clients need direct communication, others need a gentler touch. I’m not just managing tasks; I’m managing relationships.
• Active Listening Superhero: Go beyond hearing words – truly understand the underlying needs and challenges of your clients. When a therapist mentions stress, I’m not just hearing words, I’m hearing an opportunity to provide meaningful support.
• Proactive Brand Nurturing: I’ll review my clients’ Psychology Today profiles with a fine-tooth comb, catching any typos, outdated information, or opportunities to optimize their professional presentation. It’s those little details that show I’m invested in their success.
• Inspiration Delivery: Some days, running a therapy practice can feel overwhelming. That’s why I make it a point to send random moments of inspiration – a funny meme that might make my client laugh, a motivational quote that speaks to the power of their work, or a social media post that reminds them why they became a therapist in the first place.

The magic is in those unexpected touches. It’s about showing that I’m not just a virtual assistant – I’m a strategic partner who genuinely cares about their success and well-being.

Let’s Talk Boundaries

Now, a critical caveat – going above and beyond doesn’t mean being a doormat. It means being strategic. It means setting clear expectations and then exceeding them within those boundaries. I’m not working for free. I’m creating value that far exceeds my hourly rate.

Ok so we agree then…Going Above and Beyond is a Must

When you consistently go above and beyond, magic happens. Clients become advocates, you attract higher-quality clients, you build a business based on trust and excellence, and your reputation precedes you.

Every VA can complete tasks. But not every VA can make a client feel like they’ve just experienced something special. That’s your competitive edge. That’s your razzle-dazzle.

In a world of mediocrity, being exceptional isn’t just a strategy. It’s a lifestyle. It’s about showing up, being present, and treating each client’s business like it’s your own.