How to Handle Difficult Clients as a Virtual Assistant – A Guide to Setting Boundaries & Maintaining Professionalism

Having your own business as a virtual assistant (VA) can be gratifying work. You have the opportunity to work with incredible clients with diverse backgrounds, where each one brings unique experiences and businesses to support and grow!

But the reality is that not every client will be your dream client that you want to work with. 

This could be for a number of reasons, but knowing how to handle difficult clients is a real and inevitable part of running a VA business. 

Well, how do I deal with these difficult clients? 

Great question! 

You can navigate overcoming obstacles with difficult clients while maintaining professionalism as a virtual assistant by setting clear boundaries and protecting your overall well-being. 

Here’s your guide on how YOU will navigate difficult clients as a VA:

Establish Clear Expectations Early

I’ll let you in on a secret… 

One of the biggest reasons for disagreements or conflicts with clients is MISCOMMUNICATION. 

It is actually crucial to establish clear guidelines from the beginning with any client you are working with. Here’s how:

• Creating a Detailed Contract – Draft a contract that outlines the scope of work in detail, any deadlines, payment terms, and number of revisions, if needed. 

• Send a Welcome Packet – This Welcome Packet includes an introduction and welcomes your client to working with you. It also includes your office hours, preferred communication methods, and any policies you enforce to avoid any misunderstandings. 

• Know the Deliverables – Always verify that your client understands what work is being delivered and when, to avoid surprises later on. 

Using some or all of these tips to set clear expectations early on with your clients can help keep tasks and projects running smoothly and also avoid misunderstandings later on. 

It’s OK to Say No (Respectfully)

There may come a time when you come across a client that pushes your boundaries and asks you to do tasks outside of the contract. 

Trust me, I have been there myself…

When it comes to standing your ground, here are some ways to approach it in a professional manner:

• Always Refer to the Contract – Don’t be afraid to politely remind your clients what is included in your services and the scope of work that was agreed upon. You can also offer to complete the extra work for an additional cost. 

• Use Polite but Firm Language – I get it; emotions can get the best of us sometimes, especially if we are handling a difficult client. Remember to stay professional and use polite yet firm language to navigate difficult conversations. 

• Have Confidence – Standing your ground doesn’t mean you’re being difficult or confrontational – it makes you a professional business owner. 
  

Identifying potential red flags early can help you avoid challenging client relationships later on. Check out my article on how to avoid missing red flags with clients here!

Use Professional and Direct Communication 

As a VA, you are going to work with clients who range in various professional and personal backgrounds. This also means you will come across different communication styles as well. 

When dealing with a difficult client, whether their communication style is unclear or they are sending a bunch of messages after hours, remember these tips:

• Establish Communication Boundaries – Instead of answering emails day and night, let clients know when and how they can reach you. For example, “I respond to emails within 2-4 hours during my business hours.”

• Remain Calm and Solution Driven – Offering effective solutions if a client is upset is a lot more professional than becoming defensive and getting caught up in emotional responses. 

• Implement Project Management Tools – Using platforms such as Asana, ClickUp, etc., can help streamline communication and minimize most email communication.

Professional and clear communication can make all the difference in avoiding client conflicts or miscommunication. 

Prioritize and Protect Your Energy and Mental Health as a VA

Whether you are working at a grueling 9-5 or as a business owner, coming across difficult clients can definitely drain your energy. 

The key is not to let it happen!

Finding a healthy balance is going to be your lifesaver in this industry. Here’s how:

• It’s Business, Not Personal – Most of the time, difficult behavior from clients doesn’t come from you. We’re all human, and we all have good days and bad days. 

• Connect With Other VAs – Reach out and connect with other VAs for support. It’s nice to connect with people who may be going through the same hardships as you or have been through them.

• Self-Care is a Must – Remember to take breaks, set your work hours, and don’t stress out. 

Mental health should be a priority for your well-being. Becoming a VA is all about becoming stress-free and working on your terms!

Final Thoughts

Handling difficult clients is a small part of running your business as a virtual assistant. 

BUT it is definitely an important part, especially when it comes to how you navigate and overcome those obstacles.

If you set clear boundaries, always have clear communication, and maintain a professional approach, you can avoid difficult clients. 

Knowing that you have the power and control to say ‘No’ will go a long way as a business owner and even gain respect as a VA. 

Remember that not ALL of your clients will be difficult. You will have more amazing clients than not in your VA journey. Building and maintaining strong relationships with your clients as a VA is essential for long-term success. Read all about it in my article!

You got this! 👏

If you want to become a virtual assistant...

If you have been thinking of becoming a Virtual Assistant, there truly hasn’t been a better time to start! More businesses than ever are turning to freelancers and virtual assistants today.

You can turn the skills you already have into a service-based business, work from the comfort of your own home, work with clients you genuinely enjoy working with, and have more freedom than a regular 9-5 job. 

As someone who’s been in the game for 8 years, I can tell you - it’s a pretty fun gig!

If you want to learn how to become a virtual assistant, you CANNOT miss this free training I created for you. I deep dive into the world of freelancing, tell you how I started my virtual assistant business, and give you the absolute BEST tips for getting started and finding clients.

Want me as your coach? Join my online course, Virtual Freelancer Academy, where I teach you EVERYTHING you need to know and give you all the tools you need to succeed as a VA (just like I've done for hundreds of students just like you).

Have more questions? Message me here!