Virtual Assistant Industry Survey: Last Little Bit of Participation Needed

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We just need about 125 more participate to close out the 2009 Virtual Assistant Industry Survey. I was wondering why on earth we hadn’t been getting any further survey submissions. Well, I happened to be talking to a Virtual Assistant today on the phone and she said she had tried to complete the survey but it said it was offline. So I go take a look and sure enough, it indeed had been taken offline!

Oy vey! LOL

Obviously a human error by one of my assistants. Not a big deal and easily fixed (survey is online again), but I do want to remind you to tell all the administrative support consultants you know to take the survey if they haven’t already. We just need that last little bit to reach goal and get the results report compiled. So mention this on your blog, post in your VA forums and listservs, sound the bell to your VA Facebook friends and however else you can pass the word along.

Thanks for your help and understanding!

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What Webconferencing Ware Do You Use?

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I will be conducting some learning modules this month and need your webconferencing recommendations. What services do you or your clients currently like/use? Or, have you been on a webinar recently where you liked the webconferencing interface? If so, what were they using?

Here is the snag I’ve been running into. In the past, we’ve used GoToWebinar which allows plenty of room for attendees (GoToMeeting only allows up to 25 attendees, if I remember correctly).  GoToWebinar was fine when all we were doing was conducting webinars, but I now need something for conducting classes and it just doesn’t cut it. I never really liked the interface. For one thing, attendees couldn’t see who other attendees were. Plus, you can’t unmute everyone all at once. You have to unmute each attendee individually and then, you are only allowed to have 25 attendees unmuted at one time. This is a problem because what I’m using it for is an interactive class and I need for people to simply be able to talk without having to go through a bunch of rigamarole.

The workaround is to use our own bridgeline, but then (since I want all the classes recorded), GoToWebinar can’t record the audio portion. I could try to integrate the audio and video together later using Camtasia, but that’s just an irritating extra step/work that I’d prefer not to have. So that just isn’t going to work.

So here’s what I need in a webconferencing service:

1. It must provide screensharing, not simply file sharing (CoolConferenceLive only provides file sharing, not screensharing, if I’m correct).

2. A conference line that allows everyone to be unmuted all at once and not have restrictions.

3. Ability to record everything (audio & video).

4. Ability for attendees to see who other attendees are.

5. Support at least 50-100 attendees.

I could really use your recommendations stat! :)

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Do You Understand the Difference?

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Sometimes I’ll read things from other Virtual Assistants and I have to wonder whether they understand the difference between a project and providing support. In case you’re confused, I thought I’d talk about it here…

A project is something that is basically one-off, one-time work. It has a start and a finish. Web design is a good example of project work. It’s a one-time thing where you are hired specifically to do that one thing and that one thing isn’t ongoing because there is a finish, which is the completion of the site design.

Support, on the other hand, is something that is ongoing. In the case of administrative support, it’s a body, a package, of any number of administrative tasks, roles and functions in a business that are recurring and continuous throughout the life of that business.

For example, you don’t just return one customer’s call and that’s it, you never have to call another customer in your life, right? Of course not. So customer service is just one aspect, one area in a business in which you will have to engage in any number and kind of tasks and actions throughout the life of the business. There is no beginning and ending like with project work. It is ongoing.

When you understand the differences clearly, you can begin to better distinguish categories of work and services in your business so that you can create more revenue streams and make more money. So that means, you can group all kinds of administrative support into retainer packages and then charge separately for specific projects and other work unrelated to administrative support.

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“A Matter of Time”

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(This is a personal musing post rather than anything to do with Virtual Assistants or administrative support, just so you know, LOL.)

We don’t watch very much TV at all, but there are a few shows I like to keep up with. I love that I can do this online by using Hulu.com or going to the station’s website. Technology, you are just too cool!

Anyway, I was catching up on some of my shows over the weekend, one of which is NBC’s Dateline. One of the episodes I’d missed was from a couple weeks ago called “A Matter of Time,” which was about a doctor accused of trying to save the life of one patient by hastening the death of another (to borrow the description from their website). The patient whose death he was being accused of hastening was a young man who suffered for years from a rare degenerative neurological disorder and had been in a coma for quite some time and was being taken off life support.

What especially broke my heart was that this young man’s mother couldn’t be with her son on his last days as he lay dying. She was very poor and could only stay by his side until she ran out of money. After that, she had nothing more to pay for food or a hotel and had to return home. Can you even imagine being in that position?! This was in California, but if I had been there and somehow heard about this poor lady’s plight, I would have taken her into our home in a heartbeat so she could be with her son as he took his last breath and passed on.

My mind got to wandering about how something like this could be prevented. No one should have to leave the side of a dying loved one because they ran out of money. That just seems especially cruel and heartbreaking. And I thought, you know, they have those roommate matching services and couch-surfing websites… why couldn’t hospitals set up something similar based on that concept? They could establish some kind of online registry and the intake and servicing could be managed or at least assisted in some part by volunteer help. Those who are looking to help and have an extra couch or guest room to spare could be matched with low-income family members of patients who have run out of money like this poor woman and need somewhere to sleep and get cleaned up while they look after loved ones in the hospital.

Isn’t that a good idea?! Maybe someone, somewhere has already thought of it. I haven’t heard of anything like that in our area, but it sure would be a nice thing for those people. And it would be a wonderful gesture of good will and community relations for the hospitals.

The other idea I had (because I was thinking about how people have to eat, too, and this basic need was something this poor mother ran out of money for as well) was that hospitals could set up cafeteria gift cards and benefactors could donate funds for prepaid meal cards for low-income family members who have run out of money. The hospitals could then give out these prepaid meal cards to those who have the need.

I think I’m going to call up or write our local hospital and offer them these ideas. It will be interesting to know if anyone has ever thought of this before.

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Show Me Your Office Space!

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I got a lot of messages yesterday from folks who enjoyed seeing my office and found inspiration and ideas for adding more beauty and function into their own spaces. A few even sent pix!

I love seeing other peoples’ offices as well so I thought it would be fun to start a post on just that. Shoot me over a pic of your office space to [word at grittyva dot com] and I’ll post it with your name/business and a link back to your website. I’ll add folks and their pix as I get them.

1. Vee Smith of My Super VA:

veesmith

I absolutely adore Vee’s shedworking office! What a lovely space, Vee.

By the way, did you know there is an entire community of shedworkers/shedworking? They seem to be really big over in the UK particularly, but I know for a fact we have some “shedworkers” here in the States, too. If you have a shedworking office, would love to see your building!

2. Mirna Bajraj of MB Asistencia Virtual

mirnabOoo, Mirna, I really LOVE that painting!

3. Arlene de Waal of Jill of Virtual Assistants:

arlened

What a bright, airy space you have, Arlene. LOVE those colors and textures!

4. Debbie Aubrey of FastFingers:

debbie

I really like that wall color, Debbie! You’ll have to tell me what it’s called.

5. Jodi Rothhaar of A Virtual Advantage LLC:

jodysoffice

Jody’s office window looks out onto the view of the cove where she lives. Don’tcha just love living on the water, Jody?!

6. Julia Lilly of 360 Admin:

julialVery sleek and polished, Julia!

7. Libby McInyre of McIntyre Office Assistance:

libbym

Hey, Libby, I like your little friends up top there. I bet they keep you good company during the day, LOL!

8. Nikki Campos of True Virtual Assistant:

nikkic

We have similar wall colors, Nikki. And those curtains are gorgeous! Oh, what a cute little screensaver you have, too. Is that your daughter?

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A Tour of My Office

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Here’s an article I wrote and published today in “The Portable Business™.” If you’d like to subscribe, go here:

danielle012810

Aesthetics are very important to me. The space in which I work has a a very powerful effect on my sense of well-being and I love to be surrounded by things that are beautiful, fun and practical all at the same time. Form + function, don’t you know!

1. So here is my desk area:

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I adore my L-shaped glass desk. It’s the CEO series from Dania and it’s huge with workspace for miles. It isn’t the most practical thing because you have to dust it much more often, but I absolutely love the beauty of it. Plus, in a smaller office space such as mine, it helps open the room up and reduces the feeling of crowding a large desk in a small room normally gives.

I also have the separately purchased ergonomic keyboard tray that slides out in front of the computer. With the amount of time I spend on the keyboard, this is critical to wrist health!

keyboard

I have a rolling filing cabinet under my desk.

rollingdrawer

This is great for keeping tickler files and other things you need on a daily basis at your fingertips.

This is my latest pen holder:

penholder

As you can see, it’s not technically a pen holder at all. I don’t like typical office organization tools; they’re so boring and humdrum. I like to find interesting and unusual holders and things at antique stores and yard sales. This latest holder was actually a Dollar Store find. I like the Asian-style flavor and it certainly holds more than the typical pen holder.

My corner cabinet:

Video 11 0 00 10-05

2. I love my zebra chair!

chair

It’s stylish, fun and practical. I have never liked high-backed office chairs with arms. Even in my corporate days, people thought I was crazy to be turning my nose up at the expensive executive chairs I was given in favor of something much easier to move around in. I can’t stand those dang chair arms getting in my way.

3. This is one of my filing areas:

filingarea

I have a very sturdy Hon two-drawer lateral file. I prefer lateral files because a) they take up less floor space by using space along the wall instead; b) they offer greater filing capacity; and c) contents are much easier to file and access than in front-loaded drawers.

I like to use colorful binders for documents and manuals I refer to frequently. They add visual interest and style to the room. On the top shelf, you can see that I like to use glass vases to hold my creative supplies.

artsupplies

The small vase holding my Sharpie collection is actually a glass candle holder I got from Target. I’ve also found interestingly patterned and textured holders from Toilet & Bath departments, LOL.

4. This is my basket of small electronics accessories:

basket

I found this gorgeous double-walled basket at a yard sale last summer for $1. This where I keep all my extra cords and chargers. It’s practical while adding beauty to the room. I use ziplock bags to keep things organized.

baggie

All the cords and plugs and accessories for my cell phone go in one bag. All those for my digital recorder go in another. All those for my camera go in another, and so forth. Then I mark the baggies with a Sharpie so I know which bag goes to what.

5. “The Wave” by Hokusai is one of my favorite classics.

thewave

I have this awkward space underneath my office window. I couldn’t figure out what to do with it for the longest time because the baseboard heater always threw a wrench in the works. When I came across this panoramic poster online, I knew it would be perfect visual interest for that area. I took it to my local craft store where I had it Color-Plaked which adds this clear, durable texturized coating over the top of the particle-board mounted piece. The way they do the wall-mounting in the back (they call it Color-Float) is ingenious. I couldn’t begin to describe it, but it makes the piece stand out from the wall for a really interesting effect.

6. I use split tubing to organize computer and electrical cords.

splittubing

This is a great way to disguise those ugly cables and cords. Since my desk is glass, I have nothing on which to screw in any kind of cable organizer so this is perfect. I got mine at Home Depot where you can get one pkg of 8′ split tubing for a mere $2.99. Cords are easily tucked into the tubing with your fingers. The tubing is also easily cut with scissors so you can measure out precise lengths.

7. I have a badass surround-sound computer speaker system which is great for listening to music, movies and business teleseminars.

speakers

8. This is my vision board:

visionboard

I created my board so that it could be used as a permanent art piece as well as a vision board. It hangs on the wall in front of where I sit at the computer so that I look at it each and every day. What I did was take three cork panels and glue them to a piece of cut particle board. I then painted the entire thing in a pretty plum color and had the frame shop screw-in the hanging wire. Voila! I use clear pushpins on my cut-outs so whenever I want to update my board with new intentions, I just swap things out.

9. This is my printer:

printer

I recently switched to an all-in-one printer/copier/scanner so I could free up more desk space. I love the sleek, all-black coloring as well. I really don’t know much about which brands are better than others when it comes to printers, but I’m very happy with this HP Photosmart Plus and I have to say, HP has some fan-freaking-tastic customer support.

10. This is my glass whiteboard:

whiteboard

I could not live without this thing, seriously. Whenever an idea flits through my head, I can swivel around in my chair and capture it instantly. I use it for my to-do lists, too. I save on so much paper and once I complete something, I simply wipe it away. I recently found a magentic glass whiteboard vendor in California and am so stoked! They are very expensive (the size I’m getting is a bit over $700), but to me well worth it. Shipping would cost an extra $600+ so we’re making a roadtrip out of it down to San Fransisco to pick it up ourselves.

Resource: Craigslist is awesome for finding great deals on office furniture, equipment and supplies. I got my practically new, perfect condition Hon lateral file drawers that way for $50 from a company going out of business. They would have cost well over $300 brand new. The whole reuse/recycle/repurpose mentality really appeals to me, and if you ever want something that is mail-order only, pop in a search of Craigslist and you just might be able to pick it up locally without the wait.

PS: Email me a pic of your office space and I’ll share it here on my blog with your name/business and a link back to your website!

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Are you a Non-Listener?

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I like what Keith Ferrazzi had to say recently to his mailing list:

“Failing to listen well is rude. I don’t care whether you’re talking to the Queen of England or your intern. It very loudly communicates, Frankly my dear, I don’t give a damn. And as a master relationship builder, it’s your job to care.”

As a Virtual Assistant/Administrative Support Consultant, it’s your job to listen well. This includes all forms of listening, not just with your ears. Being attentive to written details and instructions is a form of listening that is absolutely essential to what we do. It’s a critical demonstration of your competence and qualification.

Now, don’t confuse this with asking clarifying questions when you need more information to get an accurate picture and understanding. That’s a sign of an attentive listener who wants to do a great job. But when you can’t follow simple instructions and ask for all kinds of hand-holding, particularly when the answers to your questions are right there in the instructions, you waste people’s time. That’s not only rude, it’s incompetent.

I am ruthless about how my time is expended; I have to be. So do clients. I absolutely will not waste it on people who disrespect my time by abjectly refusing to read and pay attention. No one is going to want or continue to work with you if you have a problem listening–in all its forms.

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One Way to Sort the Ideal from the Unideal

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I was reading an ezine recently where business owners were advised to offer a variety of ways for prospects to contact them. The reasoning was that if prospects can’t reach you the way they prefer, they’ll call someone else.

And this might be good advice at a very general level, particularly if you are in a commoditized, project-driven business that requires a great deal of volume in order to be financially successful. You aren’t in a position to turn anyone away when you’re in that kind of business and you are more or less forced to be at the whim and dictate of customer preferences.

But solopreneurs can be more choosy. In fact, their survival depends on being choosy about clients because a professional service business filled with unideal clients who negatively drain the solopreneur’s time and energy will take down said business faster than a cheetah felling an antelope.

This is very true in our business as well. If you are in the business of administrative support (not project work), you don’t need to work with everyone in the world. It only takes a handful of ideal retainer clients to be financially successful.

So what I was thinking as I read the aforementioned advice was how I actually use limited communication methods as a way to weed out unideal clients. For me, one characteristic of an ideal client is that they are very adept and comfortable with technology and particularly with communicating by email. I’m not interested in taking phone calls all day from prospective clients, 99% of whom I will never work. I couldn’t if I wanted to or I’d never have any time to get any work done.

Therefore, I have a very specific path set up for consulting with me. When I hear from a prospective client who has completed the consultation form on my website, I know that there’s a 50/50 chance they’ve read a fair amount of information on my site. This is where I want them educated first about what I do and they can weed themselves out if there’s not a fit.

When they complete my consultation request form, that also tells me this is someone who isn’t going to be a pain in the ass by sidestepping my processes and, thus, more likely to be the kind of client I can work with easily and happily. I have no interest in clients who have been to my website, but instead of filling out my consult form, email or phone me instead. I know from past experience that those are the folks who are almost always going to be difficult to work with moving forward. I don’t return those phone calls and those who email me, I refer to my VA organization instead.

Is that a head-spinner for you? I know it shocks a lot of people. But you see, you don’t have to be at the mercy of the rest of the world. (And personally, I think the business culture today breeds and enables a lot of really childish, indulgent, self-entitled behavior in our society that does NOT make the world a better place. I refuse to participate in that, but that’s a whole other post.) Getting back to the topic at hand, your business and the clients you work with have to be a fit for you, too. It’s not just about what clients what. It’s about what you both want and need from each other. There has to be a mutual fit for anything to work moving forward.

I realize a lot of new Virtual Assistants who don’t have clients yet or who are still growing their practice will think this is crazy talk, LOL. They are still in scarcity mindset so this won’t make sense to them at all. But if you are further along in your Virtual Assistant practice, you know a bit more about what I’m talking about. You’ve worked with more than your share of clients who turned out to be completely difficult and energy draining. If you are looking to work with more ideal clients, the ability to follow your protocols is one of the telltale clues you can use to establish whether a prospect is someone you will be able to work with well or not.

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Dear Gritty VA: What Advice Do You Have for a Vagrant Virtual Assistant?

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Dear Gritty VA:

I am currently planning and readying my new Virtual Assistant business for its grand opening in about a month and a half, but my husband is in the military and we will be moving all over (this is why I am starting this business). So my question is two-fold: Do you have any tips for a vagrant VA? And will there be different laws to follow depending on where you are located? –CD

As you recognize, that’s the beauty of a business such as ours. It does not require any kind of physical brick and mortar presence, there are no geographic constraints and we can do the work that we do anywhere. You don’t elaborate much so I’m not sure what kind of tips you’re thinking of, but here are a few thoughts off the top of my head:

1. Set up a virtual collaboration office with a service like HyperOffice (they charge a monthly fee) or software like Groove (one time software purchase; requires hosting). These are not merely project management programs–these are full package organizational tools that you can set up by client so that each “collaborative office suite” has it’s own shared calendar, contacts/address book, project/task management section, full real-time document filing and sharing, forums and wikis you can set up, and all kinds of other things–all in one.

2. Perhaps set up your email accounts in an online tool like Gmail. That way, you can have online access to all your communications wherever you have an Internet connection. It’s funny I should recommend this, since I’m not personally a fan, but I can see the potential advantages for someone in your position who moves around a lot.

3. Get an aircard (also called “mobile broadband”). This is a little “stick” you plug into your laptop that gives you Internet. Wherever you can get a cell phone signal, your aircard will work there as well. Which means you could be anywhere, in your car, at a park, whereever, and still have Internet access. I use Verizon and have been very pleased.

4. Get a remote access service like LogMeIn. This will allow you to log into your homebase when you need to whenever you are away. There is a free version, but there are all kinds of wonderful extra tools you get with the pro version, which is what I use.

As far as different laws to follow depending on where you live, yes, that might be the case. Different cities, counties and states have their own licensing and tax obligations. Some cities (like mine) requires a separate business license in addition to the state business license you may have to take out (also required in my state). Others don’t require any separate or special registration at all. Some areas might have special zoning or laws pertaining to home businesses. Some cities or counties might require you to file their own business tax reports in addition to what you might be required to file federally or with the state. It will be your job as a responsible business owner to research those each time you move.

I want to also stress that it’s important to go straight to the source–contact the pertinent state and local agencies and ask them those questions. Their directions and information will be the only ones that matter. You don’t want to rely on the guesses or opinions of others as they are not going to be paying your penalties or fines or dealing with problems if you end up not doing something right based on their “helpful” advice.

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Where Do You Get Stuck?

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Wouldn’t it be great if all we had to do was network, have business owners immediately want to work with us and instantly sign on for our retained support without any questions?

The reality is that getting to actually work with retained clients takes a bit more effort. You have to get at least some small idea about the new client’s business. You have to gain some insight into their challenges and goals and where your support can best fit in with those things. You have to be able to articulate your value in a way that makes sense to them so that they aren’t asking you, “Why should I pay you $X when I can pay bozo over there $5/hr.

Am I right?

So I’m curious about where VAs are finding trouble spots in their consultation process. Do you have any particular stumbling blocks when it comes to conducting consultations? Are there any areas of the consultation process you’d like to be better at? Or maybe you feel like you do well in your consultations, but the clients aren’t signing on or calling back. Is that the case?

Whatever the issue is in your consultations, I really, really want to hear from you. Shoot me an email (or use the submission form here) and let me know where you feel you are getting stuck and what you’d like to improve.

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