I have a friend that runs a virtual assistant business.

They have a problem, they don’t have enough customers and they’re having trouble getting more.

This is entry number one in how we’re working together, and a space to reflect on areas for improvement.

First, I get a sense of the business.

• Who are their current customers?
• What is the product / service they’re providing for those customers?
  • A mix across bookkeeping, customer success, marketing, and operations.
• What are themes across their most successful customers?
  • Has an established process
  • Is facing more work than they currently have capacity for
  • Looking for cost effective ways to reduce work
• How did those customers find them?
• What is the profile / characteristics of their ideal customer?
  • Beyond business owner, this was undefined.
• How are they reaching out to that profile?
  • A conglomerate of manual outreach across social platforms.
• What are some things they’ve learned about customers that weren’t a good fit?

After sharing more about the above they mentioned, “We haven’t gotten to enough conversations to know why people don’t want to go with us.”

This is a ship without a rudder.

We haven’t defined what problem we’re solving and for who.

To address that, in the next chapter we’re going to:
1. Talk to our current customers about pain points faced in their business
2. Gather testimonials from our current customers