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Happy Thursday,
It’s Annie and in today’s issue I’ll cover:
Table of Contents
We've all been there. Monday morning rolls around and the emails are piling up, contracts are being negotiated, and you haven't been able to properly start on answering simple inquiries.
You're overwhelmed and the work week has just begun.
Great customer service isn't just nice to have—it's your competitive edge. It builds loyalty, generates referrals, and turns one-time buyers into lifelong advocates.
Here's what I hear constantly from clients: they stick with businesses that respond quickly, follow through on promises, and make them feel valued.
You want to deliver this level of service. You know how important it is.
But here's the challenge: How do you stay responsive and consistent without burning out or dropping the ball?
The answer: Smart systems and genuine care.
Why This Matters
Referrals are still the #1 way most businesses grow. When you handle inquiries with grace and speed, you gain not just repeat clients, but amazing referrals.
I've seen this play out countless times. When companies handle issues with grace, I pass that along to fellow virtual assistants and clients. Word spreads fast—both the good and the bad.
What Annie’s Recommending:
This newsletter you couldn’t wait to open? It runs on beehiiv — the absolute best platform for email newsletters.
Our editor makes your content look like Picasso in the inbox. Your website? Beautiful and ready to capture subscribers on day one.
And when it’s time to monetize, you don’t need to duct-tape a dozen tools together. Paid subscriptions, referrals, and a (super easy-to-use) global ad network — it’s all built in.
beehiiv isn’t just the best choice. It’s the only choice that makes sense.
The Strategy That Works
The most successful businesses use automations to handle the routine stuff, then add human warmth at the moments that matter most.
You don't have to choose between efficiency and connection. You can have both.
Here's how to make it work:
Automate the Repetitive Tasks
Free up your time (and mental energy) by letting systems handle:
Appointment scheduling – Tools like Calendly or Acuity let clients book instantly.
Confirmation emails – Auto-send appointment reminders 24 hours to reduce no-shows.
Invoice reminders – Set up automated payment reminders to reduce awkward follow-ups.
FAQ responses – Create email templates for common questions you often answer.
The goal isn't to remove yourself from customer service—it's to save your energy for the interactions that actually need you.
Add Warmth at Key Touchpoints
Automations handles speed. You handle connections. This is where the magic happens:
Welcome emails – Greet new clients by name and tell them exactly what to expect next.
Post-purchase check-ins – A simple "How's everything going?" shows you care beyond the sale.
Handwritten thank-you notes – Old-school, but incredibly effective (and memorable).
Follow-ups on unresolved issues – Even if it's just "Still working on this for you, haven't forgotten."
For example, when I send outreach emails on a client's behalf, I always follow up if I don't hear back. I'd rather they know the situation is being handled than leave them wondering if their message disappeared into the void.
Keep Your Promises
Trust is built on consistency. It's that simple.
Respond within the timeframe you promised.
Show up on time (or early).
Deliver when you said you would.
If something changes, communicate proactively. Clients forgive delays; they don't forgive silence.
Use Automations to Ensure No One Falls Through the Cracks
Even with the best intentions, client questions get buried and follow-ups get forgotten. Set up systems that keep your service consistent:
Auto-responses that set expectations – "Thanks for reaching out! I'll respond within 24 hours" buys you time and shows you've received their message.
Video responses for complex questions – Got a lengthy email that needs a detailed answer? Record a quick Loom video instead of typing paragraphs. It saves you time, feels more personal, and often clarifies things faster than email.
Follow-up reminders – Set alerts to check back with clients after deliveries, installations, or issue resolutions: "Just checking in. Is everything working smoothly?"
Service recovery triggers – If a client hasn't opened your emails or engaged in more than 30 days, automate a friendly "We miss you" check-in.
Post-interaction surveys – Automatically send a quick feedback request after service calls or purchases to catch issues before they become problems.
The goal isn't to automate relationships; it's to make sure no customer ever feels forgotten or ignored, even during your busiest weeks.
What Annie’s Recommending:
Shoppers are adding to cart for the holidays
Over the next year, Roku predicts that 100% of the streaming audience will see ads. For growth marketers in 2026, CTV will remain an important “safe space” as AI creates widespread disruption in the search and social channels. Plus, easier access to self-serve CTV ad buying tools and targeting options will lead to a surge in locally-targeted streaming campaigns.
Read our guide to find out why growth marketers should make sure CTV is part of their 2026 media mix.
The Result?
Clients get quick, reliable service and feel genuinely cared for. That combination turns satisfied customers into loyal advocates who refer you without being asked.
You're not sacrificing the personal touch. You're protecting it by removing the extra steps that drains your energy.
Your Next Steps
Pick one automated process in your business, scheduling, billing, follow-ups, or confirmations, and ask yourself:
"Where could I add a bit of a personal touch?"
Maybe it's:
Adding a warm line to your auto-reply: "I'll personally respond within 24 hours."
Sending a quick video message instead of another text-only email.
Writing one handwritten card this week to a long-time client.
Small gestures create big ripples. And those ripples? They come back to you as loyalty, referrals, and a business that feels good to run.
Missed my newsletter on how to create an organized calendar? Check out last week’s newlsetter.
Ways I Can Help:
📝 One-Off Copy Edit & Audit: Need a second opinion on your content? I'll review your blog post or website page and send you a detailed breakdown of what's working and specific recommendations to improve it.
☕ Discovery Call: Thinking bigger picture? Let's jump on a call and explore how we can work together.
Before you go:
If you have requests for what business streamlining tips you want to see next, reply to this email and let me know!
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See you next week, and hit reply if you have questions!
Cheers,
Annie
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