It Happens. Here Is How We Handle It.
Not every VA placement is a perfect match on the first try. Maybe the communication style does not click. Maybe the speed is not where you need it. Maybe the skill set is close but not quite right for your specific workflow. Whatever the reason, we have a clear process for making it right.
Step 1: Identify the Issue
Before requesting a replacement, let us figure out if the problem is fixable. Common issues that resolve with feedback:
- Communication frequency: VA checks in too much or not enough. A simple conversation about your preferences fixes this 90% of the time.
- Task quality: If output is not meeting expectations, it is often an instruction clarity issue. We work with you to refine your SOPs.
- Speed: New VAs get faster as they learn your systems. Weeks 1 and 2 are not representative of long-term performance.
Step 2: Replacement Request
If the issue is not fixable with feedback, tell us. No awkward conversations needed. You contact your account manager, describe what is not working, and we start the replacement process immediately.
Step 3: Transition
We have pre-vetted candidates ready. Your replacement VA is typically available within 48 to 72 hours. During the transition:
- We transfer your workflow documentation to the new VA
- We conduct a handover briefing so the new VA starts informed, not cold
- We overlap coverage when possible to prevent any service gaps
Our Guarantee
Replacement is free. We do not charge extra fees, contract penalties, or restart costs. You are paying for results, not for a specific person. If the person is not delivering results, we fix it.
How to Give Feedback That Helps
The more specific you are about what is not working, the better we can match your replacement:
- "She is fine but I need someone faster at data entry" is more useful than "it is not working out"
- "I need someone who proactively flags issues instead of waiting to be asked" tells us about personality fit
- "The English is good but phone conversations with patients feel awkward" tells us about communication level
We have a 95% satisfaction rate after replacement. When we know what went wrong the first time, the second match is almost always the right one.