Monthly Archives: February 2011

Watch Out Who You Take Advice From

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People who try to pose as industry experts who don’t do their own work and merely offshore it to cheap third-world workers are no industry experts.

Anyone trying to position themselves as some kind of trainer or mentor in our industry and then teaching you how NOT to earn well in your own economy is no industry expert.

Use your brain and discernment. Stop falling for smoke and mirrors and flash in the pan gimmicks.

If you live in the developed world and economy, you can’t live, much less create a self-sustaining business, off the kind of fees that third-world countries charge. And anyone who calls normal, professional-level fees “excessive” has never worked with upper-level clients (the kind you want) and isn’t someone who should be advising you if you want and need to earn well in your own economy.

But people like that also do not know what administrative support is. They aren’t doing the work we do so they don’t get it. All they are doing is merely piecemeal, transactional secretarial work. When you say “virtual assistance” to them, all they think it is is typing and answering the phone.

Anyone who provides support–and not merely piecemeal project work–knows that our work is vastly more involved and complicated and requires more skill, experience and sensibility than simply being a secretary. Do you really want to take advice from people who don’t even understand what it is this business is all about and who understand even less what administrative support is, often because they themselves lack that kind of background and experience?

Use your heads, people.

They can’t help you learn how to market and be able to charge well because they themselves don’t know how to do it and think all they are capable of charging is “fair” (code for cheap, third-world) rates.

Learning how to market in a way that allows you to charge professional level fees (not third-world rates) in your own economy is absolutely doable. It is an art and science, though, and involves understanding the market and marketing psychology. You won’t learn that kind of thing from people who don’t know how to charge well themselves.

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Virtual Assistants: Here’s Some Abject Stupidity…

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Alan Weiss, the self-styled king of consulting, tells business owners they should “do it themselves and save time.

So if an attorney emails him about a matter, is he going to say, “Tell your client to call me himself!”

Of course not. That’s patently ridiculous. He may be the absolute genius when it comes to consulting, and I definitely respect his knowledge in that, but on this point he is dead wrong.

There’s absolutely no difference between clients having their Administrative Consultant (Virtual Assistant) take care of certain matters on their behalf and having their attorney or accountant or any other kind of professional handle matters related to what they were hired to do.

It has nothing whatsoever to do with one person’s time being more important than another person’s.

It has everything to do with that client who works with an Administrative Consultant (Virtual Assistant) being a smart business person who knows that his time and energy levels are finite commodities. That business person realizes he shouldn’t be spending his own personal time on certain details, but instead should prioritize and reserve those limited resources for taking excellent care of clients and focusing on marketing and revenue generation. He knows he is able to give more support and higher quality service to his clients when he doesn’t squander those things trying to do everything himself.

But Weiss’s position is that if you’re going to say you are a solo, you should be COMPLETELY solo. And that’s just as ridiculous.

Solo doesn’t mean you literally do everything yourself. It just means that you are the primary brain power and craftsman in your business. Using his logic, solos would never hire ANY professionals whatsoever to help them in their business. They wouldn’t hire an attorney, an accountant, a bookkeeper or literally anyone. Again, patently ridiculous. No man is an island and that man’s business and clients will suffer if he tries to be. Guaranteed.

Choosing to be supported (and in some cases coached and advised) administratively by an Administrative Consultant (Virtual Assistant) is no different than hiring any other kind of independent professional to help in their business. We are hired for our expertise of administrative support and guidance in those matters.

However, this once again underscores the fact that the term “Virtual Assistant” is completely misunderstood and does us a great disservice by causing people to automatically perceive that we are “mere” assistants or lackeys.

If that person’s accountant had contacted him for the information, I really doubt he would have had the same attitude. He automatically has less professional respect because he views us as some kind of underlings–much like a maid or butler–and all because of the term “Virtual Assistant.” But as business owners and professionals who are hired for our particular expertise and support, we are no more assistants to our clients than an accountant or attorney or bookkeeper is an assistant to their clients.

Of course, to be fair, there are some real turkeys in our industry who seemingly have no brain cells with which to think independently or critically and take initiative. Those folks do give us a bad name. And it’s the reason why I see the smarter, more experienced people in our industry–the ones who have professional self-esteem and view themselves as true business owners and masters of the expertise of administrative support–embracing the term Administrative Consultant as a better representative and more respectful name for who we are and what we do.

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Do You Suffer from Isolation?

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I see the topic of isolation come up occasionally in Virtual Assistant/Administrative Consultant conversations and it’s something that has me curious.

It’s definitely a legitimate issue since many people bring the topic up every so often. I’m not judging or discounting it, but I have to admit I’ve never understood it.

When I was in the workforce, I loved to gab with others as much as the next person, but when I was intent on working, I really didn’t like being bothered and much preferred to be alone.

I remember one position I had before I advanced up to administrative assistant where we sat in quads with four people inside a cubicle. And there was one girl who chattered away incessantly every single day, all day long, from the the time we arrived until it was time to go home. It about drove me insane!

Come to think of it, I’m sort of like that in my personal life. Our home is my cocoon. I can’t stand people dropping by unannounced and don’t like lots of company. Just me and my honey-bunny. But get me out on the town or have me throw a party, and I’m a totally gregarious social butterfly.

So one of the things I love about working for myself and working in my own home office is that I don’t have to deal with the Chatty Kathies anymore. I can totally go into my own little world and work without distraction for hours on end to my heart’s content.

Of course, my daughter is grown and on her own now so I don’t have to deal with young ones about, but I can totally empathize with how challenging that must be for those with kids still at home to also try to run a business at the same time.

Yet I never suffer from feelings of isolation. Generally speaking, I work until I don’t feel like working and then I stop. I just let my body and my mind and my mood be my guide. I have a full life outside of business so there’s always something else to do if that’s what I feel like. And if I need to take a little break during the day now and then (which I do frequently) and want to connect with colleagues, that’s what Virtual Assistant forums and other online business groups are great for. And on those occasions when I’d like a bit of human contact and live socializing, I just scoop up my laptop and head to one of my favorite local coffee shops.

Of course, I do realize that I consciously and intentionally engineered my life this way. And for that I am deeply grateful every single day.

I’m assuming other Virtual Assistants/Administrative Consultants have family, friends and other interests outside of their businesses. So for those who still suffer from feeling isolated, I’m curious about why or when those feelings comes up for you? Is it the need for the physical presence of other people? Does networking and conversing in our industry forums alleviate isolation for you at all? If you have kids at home while you work, does that help alleviate feelings of isolation or do you really just need more adult interaction? Or are you just working so much and have so much to do, you just don’t have time to partake in anything that would alleviate those feelings? Is that lack of self-care in that particular area affecting your work/life and if so, in what ways?

Please do share in this discussion as I think it will be really helpful to those who are suffering with this issue in our industry. :)

Time to Take the 2011 Virtual Assistant Industry Survey!

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How to Luv Up Your Clients this Valentine’s Day

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So often in business we focus on holidays like Thanksgiving and Christmas to give out extra helpings of gratitude to our clients. I happen to think Valentine’s Day is a perfect holiday to let them know how much we appreciate them. It’s not just for lovers, you know. It’s for sweethearts of all kinds–even clients. So let’s take a moment today to let them know just how much we appreciate them.

1. Say thank you. Take the opportunity today to tell your clients how much you love and appreciate them and what an honor and privilege it is to help them in their businesses. An email is fine, but a phone call or card is really the perfect touch.

2. Dole out the atta boys/girls freely. Everyone appreciates a pat on the back. Tell your clients what qualities you admire most about them and the work they are doing in their business and the world. Describe to them all the reasons why they are so wonderful to work with.

3. Give a little gift. I can’t think of a single person on earth who doesn’t delight in receiving an unexpected present. Whether it’s flowers, chocolates or a little trinket you know a client will like, you really can’t go wrong here. One caution: Save the business branded SWAG for business occasions. No one feels special about something you bought in bulk to promote your business. Make it personal. Make it something that shows you expended some time and effort choosing. THAT is what makes it special and meaningful.

4. Sing their praises. Be an advocate for your clients’ businesses. Love and appreciation are wonderful things, but practical referrals can mean new business and more money for your clients. Post a review. Rate their website. Send an email to your contacts introducing them to your client’s business. These are just some of small gestures that can have real, tangible impact for your clients.

5. Share your resources. What or who do you know that your clients might appreciate? Is there some free advice or consulting you can give them related to a goal or objective they are currently interested in? Give them the inside scoop as a little way of saying, “Thank you, you’ve helped my business by being my client and here’s a little something I’d like to give back to you.”

6. Reward your existing clients. Everyone is always giving discounts and freebies to prospects. But why? What did they do to earn anything? That’s just bribery. Instead, how about rewarding your ACTUAL clients… you know, the ones who actually work with you, pay you and stick by you. You wouldn’t have a business without them. You could threw in some extra work you don’t worry about billing for. Or get them to tell you what the one goal or nagging to-do item is that just keeps getting pushed to the back-burner. Then help them get ‘er done once and for all at no charge. Making their life easier is a wonderful–and memorable– way to show you care about them and their lives and making things better for them, not just getting paid.

7. Host a client social. Whether online or in-person, this is a fun way to get together with clients, introduce them to each other and express thanks to all of them for being clients. You could pick up the tab for dinner or lunch, and in the case of an online event, organize one or two fun games.

8. Brush up on your clients. When is the last time you updated your client info sheet? Spend some time brushing up on what you know about each client. Add those personal tidbits of info you have come to learn about each client personally. The more you get to know each client as a person, the deeper you can nurture the relationship. And don’t forget to share things about yourself as well.

9. Put your money where your mouth is. I don’t just work with my clients. I have frequently purchased their services and/or products for myself or to give as gifts to my other clients. Appreciating your clients like this is a great way to pay it forward.

10. Contribute to their conversations. Post comments on your clients’ blogs and social networking posts. Retweet their tweets. Friend them on Facebook. Give feedback they can use in their products and testimonials. Everyone appreciates these kinds of contributions that help spread their word and build their reputation. And contributing in this way helps them generate the discussions they are hoping to cultivate on these platforms.

RESOURCE: Learn more about how to give clients a service experience they’ll rave about in the guide, Plush: Red Carpet Strategies for Luxurious Client Care, and continue to wow them long after the relationship is off the ground.

Time to Take the 2011 Virtual Assistant Industry Survey!

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Are You Making Things Difficult?

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I often see folks in our industry who think if their business and work isn’t hard, they haven’t “earned it.” Consequently, I’ll see them making things (both consciously and subconsciously) much more difficult and complicated than need be. This is a terribly self-sabotaging/self-defeating mindset to have.

Likewise, there are an incredible number of Virtual Assistants who are working with 10 or more clients and yet are earning so poorly (less than $10,000 annually!) that they could actually make more money in a job. It’s not difficult to get clients when you charge very little. The problem is that administratively supporting that many clients is a daily hardship that keeps them imprisoned at their desk and not making any money to boot.

The Case for Success

If you feel guilty about charging or things being easy in your business, here’s what I want you to understand: You can not be of consistent, reliable, top-quality service to your clients if you are struggling to keep up with the work, making it difficult and complicated, and not earning well on top of it. If you have to work with more and more clients because you aren’t charging enough to earn what you need, you are doing them a disservice. Because the more you spread yourself thin, the less personal care, support and quality work they get.

Building your business so that it is easy, profitable and financially successful is a BENEFIT to your clients. When you make things easier in your business for you, you actually improve your service to clients. That is of tremendous value. When you can easily take care of clients, you make your business more profitable (which means you will be able to stick around for them for the long-haul) and you create dramatically more time and space to give superior service and support. All of which allows you to charge a premium for your service so that you can make more money while working with fewer clients AND have more time and money for your own life.

Time to Take the 2011 Virtual Assistant Industry Survey!

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What Are You Hoping to Learn from the Virtual Assistant Industry Survey?

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Have you taken the 2011 Virtual Assistant Industry Survey yet? If you haven’t, head on over there now. It will only take 15-20 minutes of your time and by participating, you’ll get the results report absolutely free!

I do have a favor to ask you in the meantime…. Whether you’ve participated in previous years or are taking it for the first time this year, please tell me what your interest is in the results. What are you hoping to learn? What do you see as the value/benefit of the survey to your business?

You can either email me privately or post a comment below. Many thanks!

Time to Take the 2011 Virtual Assistant Industry Survey!

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Are You Too Important for Clients?

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Sorry, but if I’m a client and you are too *important* to deal with me directly, you’re not getting my business.

Be selective about clients. Have standards. Have systems and processes. Employ pre-qualifying so that you are reserving your most important asset–your time and personal attention–for only the best clients and prospects.

But beyond that, don’t herd them through your “team.”

That’s NOT relationship-building nor is it partnering.

This always brings me back to Geraldo Rivera’s wise observation in the documentary Unforgotten: 25 Years After Willowbrook: “Assembly lines are for cars, not people.”

“Teams” should be there to support you behind the scenes, not replace you in your direct dealings with clients. They should be freeing your time to give that one-on-one direct attention. This is also one of the things that allows you to charge higher rates–that more personal and personable one-on-one, higher quality attention and partnering.

Time to Take the 2011 Virtual Assistant Industry Survey!

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