I begin my day with a coffee, for obvious reasons… ‘strong oat latte with one’. It’s these little rituals that offer moments of solace amongst our every day routines.
Although, there is nothing mundane about my days with the Halo team… better known as 'The Angels'. We log onto our morning meet first thing, discussing our daily tasks and the needs of our clients (and most importantly their businesses). Nicole, co-founder, starts the morning meeting by asking everyone to state their intentions for the week and reads aloud a beautiful affirmation… ‘the tallest tree in the forest started life as a seed’. Now that our brains are warmed up and our hearts are open, Nicole goes on to shares with us the details of a new client prospect and how we hope to support their business. Conversation takes off, little zoom boxes lighting up one after the other, with ideas and ways to support a hopeful new client. Kate, our other and equally sensational co-founder, then runs our team through their daily tasks.
We use a glorious application for organisation freaks like ourselves… think Ikea for our brain and all the open tab - lists and check boxes galore. The Halo angels use Trello to store all of the important ‘nitty-gritties’, as well as our daily To-Do list. It is here where we effectively communicate who is working on which account at any given time.
As we conclude our meeting, I wave goodbye to my fellow angels as we prepare to begin our days supporting clients. Not before Nicole and Kate deliver a pep talk to send us on our way, building us up before sending us off. They remind us of the real people behind the businesses we’re working for and what they’re hoping to achieve from their collaboration with Halo… think a Mighty Ducks half time huddle, or something as equally motivating and inspirational.
I log into Timely to manage one of our clients appointment books. I correspond with clients across multiple platforms, responding to messages and making appointments. The next move is to confirm all upcoming appointments, ensuring holding deposits have been paid and reminder messages have been actioned. Finally, before swapping accounts to support another Halo client, I look at the next few days and ensure maximum profitability has been achieved. I make contact with people on the waitlist and reschedule appointments to ensure there are no unnecessarily large breaks in the day.
While working at a speedy and enthusiastic pace, putting those primary school touch typing lessons into action, a call comes through on 3CX, our incredible cloud based phone service. The name of the business to whom the call refers to flashes across my phone and I answer accordingly … “Hello, insert fake business name here (because client confidentiality is paramount at Halo), this is Zahn speaking”. It’s a hesitant client who is having trouble booking online and who isn’t confident in selecting the appropriate treatment for her needs. I fire into action, this is my moment to shine. With an in-depth understanding of each individual Halo client, I know the tone at which our client would like us to engage with their consumer; not so far as 'mister and madam', but certainly no 'babes and gorgeous’ - got it! I end the call with an appointment made and virtual smiles flood through the phone line after delivering some of my greatest customer service skills.
The thrill of a satisfied customer is better than the previously mentioned coffee… well, almost.
With adrenaline pumping, I move onto my next task for the day.
This is usually an administrative task, marketing or customer retention for one of our clients.
While doing so, I continue to man-the-fortes so to speak. I check in on the accounts I am managing by frequently checking all platforms (emails, meta business suite, timely etc.), every 15-30minutes as I am working. The 3CX cloud is however always active, with my phone set to ‘ready for calls’. It should be ‘ready to engage with your clients on a professional, yet warm and friendly manner, building rapport to ensure client satisfaction and retention’… but perhaps that’s a little too word. We can all dream right?
‘Email Sent!’… I hit send on a list of potential new customers after completing a client acquisition. I’m eager to hear what my client thinks. I have compiled a contact list of local professionals who I think could be interested in her services, ready to be used for a marketing campaign we’re creating for our client. I researched to the depths to ensure they’re promising leads… think of that Instagram search we’ve all made when we end up on our ex-boyfriend’s cousin’s half-sisters best friend’s account (if you know, you know).
I finish the day by checking in on all of our clients through individual WhatsApp chats. There is chitter-chatter about their day, equally as important.. we’re the constant ear ready to listen to all of their business woes. Then I finish off by confirming any appointments for tomorrow and all house keeping topics on the agenda for the day. Having known my clients for some time, and being a part of the bread-and-butter that keeps their small business operating, we have grown quite a close friendship. This is what we live for right? Meaningful human relationships? This is at the center of everything we do at Halo VC. We offer more than just a service, we genuinely care.
This is where I sign off, pull my bra through the shirt of my top, throw my hair into a top knot and eat dinner while watching a respectable documentary about the Titanic… or MAFS, whatever is on at the time ;).
Goodnight, Zahn.
Want to find out more about becoming our Virtual Personal Coordination services? Book a discovery call or contact us at hello@halovc.com.au
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