Monthly Archives: April 2007

Oh No! There's Another Virtual Assistant in My Town!

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Dear Gritty VA:

I just discovered there’s another Virtual Assistant in my town! I’m afraid she might not like having competition in the same area. She’s apparently very active in the business community, and I’m really worried that this could put a damper on my own networking possibilities. What should I do? ~ NC

Actually, I view this as a positive because having more than one Virtual Assistant in the same area lends credibility to what we do in the eyes of the business community.

Having other Virtual Assistants in your local area can also be an advantage because you can combine your efforts in making the business community aware of the existence of Virtual Assistance.

I think it just might prove to be very fruitful if you could gather all of the Virtual Assistants together in your area, and talk about ways to lay that foundation and how to share the efforts and costs of promoting Virtual Assistance in your community (this is what’s known as co-opting advertising).

You could all put a presentation together, and shop it around to the various local business groups that offer any number of opportunities to do this. In my area, there are the Chamber of Commerce, networking groups, business associations, district associations, Toastmasters clubs, etc. And if you are a shy person, having other Virtual Assistants to share the presenting makes it easier and you feel more confident.

By focusing on getting the information out there, it becomes education rather than advertisement. The brilliance of this is that by making what we do as Virtual Assistants well-known, your own personal business will benefit. Who do think they’ll be calling when they need our brand of services (which your presentation has convinced them they need)?

Why, the Virtual Assistants who gave them the info in the first place!

Don’t think of other Virtual Assistants as competition. There is more work and clients to go around than you can possibly imagine. The businesses and industries we currently serve are only a fraction of those we could be helping grow–we have only begun to scratch the surface. And one Virtual Assistant’s non-fitting client is another Virtual Assistant’s ideal client.

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I Hate My Client!

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No, no, not, me personally.

I’m referring instead to those oh-so-common frustrations we in the Virtual Assistant profession have with certain kinds of clients.

You know what I’m talking about:

  • Clients who think you’re their employee and want to bark out orders at you.
  • Clients who think you’re not doing anything except sitting at the end of the phone line just waiting to jump at their latest self-created emergency.
  • Clients who think you should work at any hour of the day.
  • Clients who expect skill and competence, but for some reason think those things should only cost them $5 an hour.

Well, who are we to argue? The client is always right, don’t ya know.

NOT!!!

Listen, we can complain about those things all day and night, and true, there just are some plain ol’ rotten clients out there. When they present themselves, get rid of them–quick.

But we can’t blame every bad experience working with a client on them alone. It’s important to take a good self-examination, and honestly assess what your role was in creating the dysfunctional relationship.

Doing so will point out what you’ve neglected to consciously institute in your business, and create a stronger foundation moving forward.

It’s all about managing expectations up-front.

If you have a client who is barking out orders at you and treating you like an employee instead of a business owner, examine how you are presenting yourself to prospects. Are you submitting resumes and references, and going about the process as if you were trying to land a job? Are you allowing them to dictate the standards in your business? If that’s the case, it doesn’t take much to see where they are getting that idea.

If your clients are demanding, but disrespectful about your rates, what have you done to command respect for your services? Are you commoditizing your services by placing the value on the line-item services instead of the overall value? When you explain the value of what you do, are you overly focusing on the individual tasks and services, or the overall value of having an admin expert to assist them in their business over the long-haul?

And speaking of rates, are you charging appropriately? What message (perceived value) is your rate conveying? Does it say “smart business cookie and competent, skilled professional worth her salt who will help me in my business” or “pushover who I can take advantage of and abuse?”

If you have clients calling you at all hours of the day and night, what have you done to disabuse them of that notion? Did you let them know your business operating hours when you began working together? What boundaries and policies for working with clients have you set for yourself and your business? How did you convey those things to clients?

Remember, we teach clients how to treat us. (Hint: doormats are never respected.)

Make sure you are teaching yours that you are an independent professional running a business with something of value to offer, and that the success of that business–and equally important, your ability to serve them well–is dependant upon running that business in a business-smart way.

You will both be all the happier for it, too.

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DIY Can Only Take You So Far

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We were having a discussion on our Virtual Assistant networking forum the other day. One member had hired another member to write and distribute a press release for her. She did a fabulous job and the other member was just pleased as punch. She got a well-written press release, something she admitted she couldn’t have done as good a job at, and saved herself some valuable time.

This got me to thinking about all the info products sold out there in Internet-land. Info products are geared for the do-it-yourselfer (DIY). DIY is great for bootstrapping, and there are some things that just inherently require you to lend your own mind and personality to in order to be get it just right and make it uniquely yours.

And even if you don’t intend to do something yourself, as a business owner, you still need to have some level of intelligent understanding of certain things in order to know what you need, hire the right pros, and get what you need done for your business.

But don’t forget that DIY can only take you so far, and often doing it all yourself keeps you from moving forward in your business. Contrary to popular belief, doing everything yourself actually wastes money and resources instead of saving them.

None of us are experts at everything so when you can, outsource to someone who might be able to put a better spin on things that you might not have the time or ability to do yourself.

In the process, you’ll get to experience what clients experience when they hire us Virtual Assistants, and wonder "now why on earth didn’t I do that sooner?!"

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Where Do You Hang Out Online?

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I’ve been tagged by my friend and colleague, Vickie Turley of Elite Virtual Assistants, to share two places where I hang out online. The idea is to:

  • Tell who tagged you;
  • Write a description of where you spend your time online (include links); and
  • Tag some more people.

So the main place I hang out online, where I spend the majority of my time these days, is the Virtual Assistance Chamber of Commerce (naturally). I love the community we’ve created there. It’s sharp, intellectually curious people wanting to run smart businesses, who are not only passionate about their profession, but also so warm, caring and giving. It’s a beautiful thang!

Okay, so now I have to tag a couple people (who also blog). Hmmm, I don’t “get out” much lately due to the projects I’m working on so this is a tough one, especially since the two people I would normally tag have already been tagged! LOL

Let’s see… I’m going to tag a couple of my cool beans VACOC members, Tracey Lawton of Tracey Lawton Transcription & Admin and Gloria Luzier of Superior VA Solutions. You’re it!

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Newspaper Wants to Do a Story On Me

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Dear Gritty VA:

I emailed a newspaper reporter asking for information regarding an article she wrote. She noticed my signature line and now wants to do a story on my Virtual Assistance business. But I’m still working at a regular job and not quite ready to take on clients that might contact me after reading the article. What do you think? Should I do it anyway? –EA

Newspaper interest and coverage is like gold. And if you aren’t quite ready in your own business, you could still do the story as an ambassador of Virtual Assistance.

In fact, that’s how I recommend people engage in their PR efforts anyway–talk about the industry overall, explain the concept, describe all the benefits and how it helps small business owners and professionals.

Educating the community about Virtual Assistance overall instead of just talking about your business makes it informational and educational, rather than advertising or selling. It’s easier to establish rapport with an audience when that’s the case, and in the process, you have a great deal of control in creating the understandings and behaviors of the people you educate–turning them into the kind of prospective, receptive clients you want to hear from.

In turn, those efforts are going to help turn Virtual Assistance into a household name (just like bookkeepers or accountants), or at least more of a known value in the business world. And when that happens, it’s going to be that much easier for everyone to get clients.

The bonus is that if you are the one doing the educating, you position yourself as the expert and that’s who those folks will call first when they need our brand of services.

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Contractors Are Not Employees

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This post is for prospective clients interested in hiring Virtual Assistants.

I don’t know where this disconnect is coming from, but I have to have a little plain-speaking talk with some of you. This is an area of growing concern, and for your sake–and our sanity–I need to edamacate you on the topic of hiring contractors.

Contractors, such as Virtual Assistants, are not your employees.

They are independent professionals, just like yourself, who run their own businesses. They have their own policies, procedures, standards and schedules. For most Virtual Assistants, it is their pleasure to share this information with you during a consultation.

With an independent contractor such as a Virtual Assistant, you get lots of advantages, some of which include:

  • You don’t pay employee-related taxes
  • You don’t pay for office equipment and business expenses
  • You don’t have to worry about training, administration, supervision and management
  • You have great flexibility instilled in your business
  • There is greater over-all cost effectiveness and savings
  • You can get a greater degree of talent and skill than you might ever be able to afford in an employee

I could list a ton more advantages and benefits with hiring independent contractors, but I think you get the idea.

You do need to understand one thing, however–hiring an independent contractor is not a way to get an employee without having to follow the law.

  • When you hire an independent contractor, you don’t get to tell us what you’ll pay–we charge our own professional rates based on business economics and what will sustain our businesses profitably. You have only to decide that the value is there for you or not.
  • You don’t get to tell us how to do the work that will be performed or what equipment we use. You only have a say in telling us what you want accomplished or the results you want achieved.
  • We don’t "report" to you so we will not be filling out time reports or any other kinds of "reports" for that matter, nor attending employee meetings (virtual or otherwise). We perform work from our own facilities.
  • You don’t get to tell us when the work will be done or what hours you expect us to be available. We manage our own time and work according to our own business schedule. Our relationship is one of business and customer, and our only concern, and obligation, to you is that we accomplish the work we’ve been engaged, and have agreed, to perform.

If you want or need someone who is solely dedicated to your business only, who you can supervise and manage, and who you can pay employee wages to, then you need an employee or a telecommuter (a telecommuter is someone who fits the legal definition of an employee but works from home).

That also means you need to follow employment laws, which means deducting taxes and paying your share as an employer, as well as paying for the legally-defined employee’s equipment and expenses.

Keep in mind that just because you both sign an independent contractor agreement, you are not protected from liability if the relationship doesn’t meet IRS or FLSA rules that determine whether an independent contractor is really an employee. The laws don’t uphold illegal agreements, and if the IRS determines this is the case, it is you who will be paying penalties and back taxes on those "independent contractors," not to mention any other benefits and reimbursements they would have received as an employee in your company.

And look, since I’m speaking plainly, I realize that it hurts to part with money and paying taxes is painful. But we’re in the same boat. We independent contractors have businesses to run just like you. We can’t work for peanuts, and we have to ensure our profitability so we can stay in business and continue to give great service to clients. It’s a two-way street, and business economics applies to both parties.

And frankly, if someone isn’t just innocently unknowing about these things, and is really intentionally looking to cheat Uncle Sam (and in the process, the employee "contractor"), my first thought is what else are they going to be shady and unethical about? I don’t want anything to do with anyone like that.

So do us and yourself a favor. Please treat us with the same demeanor and professional respect as you would expect to be treated yourself as a business owner. Keep in mind the dos and don’ts I’ve listed above, and you’ll very happily find yourself in a great business relationship with an independent Virtual Assistant contractor who can give your business great skill, great value, great flexibility and help it grow beyond what you could ever accomplish all by yourself.

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Are You an Instant Assistant?

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In my position as founder of the Virtual Assistance Chamber of Commerce, I see lots of new people wanting to enter the profession.

I also see a lot of misunderstanding about what it is to be a Virtual Assistant and run a professional service business.

One common misconception is that we are telecommuters, or freelancers.

Another is that newbies, not knowing how to market, will try to market and run what is a solo/micropreneur business as a secretarial service. Doesn’t work, and they often don’t understand the distinction.

New Virtual Assistants who operate under those misunderstandings will lots of times think that the value they are trying to sell is that they are “instant” assistants or work “after-hours” or “24 hours a day.”

And maybe that is the only value they understand. But it’s not the Virtual Assistance value/brand proposition.

What I think goes on in their minds is that they haven’t thought the process through enough to realize they are creating expectations by sheer virtue of the words they choose in their name.

Do they really want to work 24 hours a day?

Are they really sitting at the end of a phone just waiting for that one client to call with their emergency so they can drop everything else they are doing, other clients be damned?

When they envision what their business would look like as a full practice, they start to realize, “Hey, I can’t run a solo business like that!”

They realize that everything they do and say in their business creates expectations in prospective clients.

They realize that the expectations and standards they create need to be in alignment with the way they want/need to operate their business and are able to deliver–consistently, to each and every client.

They realize that in order to sustain a productive, profitable, efficient Virtual Assistant practice, they have to take their own personal and business needs, expectations and limitations into account.

As a Virtual Assistant, you aren’t McDonalds, and you’ll never be able to sustain the kind of pace that creating the expectation of “on-demand” and “24 hour” service entails.

(Unless you want to be a secretarial service. Which will require far more resources and labor than just one person alone can deliver. Which is also not what most people in this industry went into Virtual Assistant business to do.)

No, all it does is reduce the perceived value of your services, and serves to foster disrespect for both you and the work, and creates demanding, unappreciative clients who will also expect you to work cheaply.

Your value–and true customer service–lies in creative, intelligent, skilled administrative expertise delivered at a controlled (not emergency) pace with intentional standards set in place.

Excellent service doesn’t require you to beat the clock or work yourself into the ground. And a resentful, burnt-out Virtual Assistant who ends up avoiding clients isn’t any help to anyone.

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Is Truth Important Anymore?

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I’ve been thinking a lot about the idea of truth these days. I see so much going on in our industry that is so far removed from the truth, especially from so-called industry leaders, sometimes it really gets me down.

Is truth important to anyone anymore?

What about in marketing? Is it okay to fudge numbers or make claims that aren’t truthful or accurate if you think it’s going to help further the industry?

Is accuracy, truth’s cousin, important at all?

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More on Virtual Assistants v. Employees

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Dear Gritty VA:

There are more than enough prospective clients to go around in my target market, but not many (if any) are used to spending $40 an hour on a Virtual Assistant. They take one look and say they can get an employee for far less than that. How do I educate them? –MK

I think it’s important to help clients (and yourself) understand that employees and Virtual Assistants are two entirely different things–apples and oranges–and because of their differences, you can’t even compare employee wages to professional rates.

Put more emphasis on the solutions a Virtual Assistant offers business owners, and how Virtual Assistance is a convenient, cost-effective (not cheap) alternative when having employees is not an option.

Remember, the true value we offer is not in the tasks per se, it’s in the relationship and the fact that they have hired a skilled professional who is going to be working alongside them in their business and alleviating their administrative burdens on an ongoing basis.

Don’t waste effort trying to make square pegs fit into round holes. Your target market should be those who would most benefit from the solutions you offer.

If a company doesn’t need or want our solution, don’t spend a lot of time trying to convince them otherwise. In fact, sometimes a business just needs employees, plain and simple.

And don’t set your business up for failure by trying to be "affordable." One of my favorite quotes is "You can’t afford to work with those who can’t afford you."

Trying to work with business owners who don’t invest in their business or who haven’t properly capitalized it to afford the services they need can’t be your problem. Focus on those who understand value, who want and need your solution, and who can afford to pay your professional rates.

Steer clear of the employee comparision as much as you can. All that does is reinforce the idea that we are some sort of employee–exactly the opposite of what we intend.

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iPowerWeb–Crappy Customer Service

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I am completely fed up with crappy service. Let me tell you about my experience today, which so far has wasted an hour of my business time.

I have many domains registered with iPowerWeb. I called them today to pay early for some domain renewals.

So I get this fellow on the phone who proceeds to interrupt me every other word and try to finish my sentences. No, I tell him when he tries to think ahead of me, THESE are the domains I am paying for today…

He then proceeds to state, dripping with sarcasm, "Okay, if you don’t want to pay for your expired domains, that’s up to you…"

And I tell him I don’t have any expired domains, and I begin to explain that I have messages directly iPowerWeb that tell me exactly when each domain expires–all of which are in the future.

Again he interrupts, and when I try to get him to listen, he continues TO TALK VERY LOUDLY OVER ME SO I CAN’T TALK.

I finally shout HELLO? WHO IS IMPORTANT HERE? THE CUSTOMER OR…

And he hung up on me. This, after I spent God know how much time on hold just waiting to get through.

So then I call back, again over 10 minutes on hold, and when someone finally gets on I ask to speak to a supervisor. After having to dance around with yet another CSR, she finally agrees to allow me to speak to a supervisor. I then wait several more minutes, and what do I get? Voicemail! And no way to get back into the call qeue.

So now as I sit here waiting on my third call to iPowerWeb on this issue, I am appalled at the level of crappy service I am experiencing and have to vent here.

I’m thinking I transfer my domains to another registrar. I absolutely won’t pay money to any company for treatment like that. And I’d advise you to do the same.

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