HERE’S WHAT HAPPENED
Ripple VAs felt the need to boost their operations and cater to the growing number of clients worldwide. As a way of scaling, the company established a satellite office in the country.
THE SATELLITE OFFICE
The Batangas (BTG) satellite office in Luzon is a replica of Ripple VAs’ main office in Cebu City. Under the leadership of Ma. Hanna Caraig, the satellite office has complete control of managing its office and ministry, recruitment, internal teams and top management, and Sunday service for God’s word. It has the same office setup, such as operational procedures, payroll processes, systems, and strategies.
The process before the turnover of the satellite office involved deliberate steps. First, there was a call with Ripple VAs’ CEO to discuss the initial partner setup. The second step was the selection of executives. Third, there was a location hunting for the office. Then, they hired the appropriate key personnel, followed by training for business and ministry. The last step was the transition of BTG VAs from the main office to the satellite.
HERE ARE SOME COMPANY PROBLEMS BTG SATELLITE OFFICE FIXED
Ripple VAs was having a hard time in specific operations of the company, such as:
VAs who were inactive in both business and mentorship
The low number of closed clients in months
Clients who were complaining about their VAs’ performances
HERE IS HOW BTG SATELLITE OFFICE FIXED THEM
In dealing with VAs inactive in the business, the satellite office reached out to them to touch base and consult what was happening. Once the VA responded and provided a good reason and action plan, they monitored the VA. The office offboarded VAs who remained unresponsive after 24 to 48 hours.
In dealing with VAs who were inactive in mentorship, they followed the standard operating procedure (SOP) for the incident report.
In dealing with a relatively few closed clients in months, the office revisited the SOP and regrouped with their Lead Prospecting VAs and Account Executives. There were monitoring, support, and assistance for their performances and roles to perform better.
In dealing with clients with complaints about their VAs, they first acknowledged and pacified the clients. Then, they talked to the assigned VAs to better understand both parties. Lastly, they addressed the clients’ complaints and provided a win-win solution.
HERE IS THE RESULT
According to BTG Satellite Ofice’s Managing Director, they are exceeding the client’s expectations with a 94% client retention rate for the past five months.