I have started to support a realtor and while we are working through some of the tasks that I can support her with I was wondering if you could provide me with any other services or ideas on how I can support her further? –KA

Thanks for the question.

Good for you for getting proactive! Since I don’t work with real estate agents or that target market in any capacity (and thus have no clue as to how their businesses are run or what administrative work is involved), I don’t have much to offer in the way of specific service ideas. What I would have you do is two-fold:  1) talk to colleagues who work with the real estate market, and 2) talk to actual real estate agents to learn more about their businesses, how they are run, what work is involved and what their common goals and challenges are. Doing that kind of market research is really the only way you will truly know what those particular clients want and need.

While I don’t have much specific insight when it comes to the real estate market in particular, what I can offer you is this… Besides getting conscious and intentional about really getting to know your chosen target market, these are things you will also have to figure out together with your client. Except for the general, practical stuff that clients in a particular industry or profession commonly share, each client relationship and each client’s needs is different.

The support you provide to each has to evolve organically, at its own pace. You can’t rush it, and you’ll end up causing yourself and the client problems if you do. (And by the same token, don’t let clients rush you or your processes either). You want to allow things to grow at a measured, controlled and steady pace. You don’t want to take on too much all at once. Start with a few areas of support and as you get those whipped into shape, and as you continue to keep the conversation going with your client, you’ll find more things you can take on and help them with.

This is also exactly what my Activity & Time Analysis Tool™ helps you do as well.

Have the client keep track of their time and activities for at least a week, if not two. You can have them do this either before you begin working together or right at the beginning of your working relationship. The tool comes with a sheet for this purpose which you can either have clients fill in directly or enter the information yourself when they send it over to you. Then, once you plug the data into the automated tool, it spits out five different charts that give you a complete overview of their business and shows you exactly what they are doing in their business, what they are wasting time, where their obstacles are, where they’re doing well, where they definitely could use help and what tasks, functions and roles you could take over for them.

It’s a much more precise and “scientific” (if you will) way to get ramped up with clients more quickly. It will allow you to make more purposeful recommendations and it better facilitates the whole delegation process. I really encourage you to read the product description because I think it would help you tremendously.

That’s the best advice I can give you there. Hope it helps.

In talking with my business coach we have decided I should use my 18 years office administration and customer service skills to start a Virtual Assistant business.  I’m losing my current work position in June of this year so I’m hoping to have my business established  by then. One area I’m struggling with is how I perform my current skills for business owners strictly from my home office? Is there specific software I should have, etc?  How are other VAs accomplishing these tasks from their virtual offices? Plus, there are some tasks I don’t know how to do at this point. –SC

I hope you understand I can’t possibly give you a neat and tidy list of all the possible software you might need to use. A small part of the reason is that I don’t know who your target market is. And that’s important because different clients working in different professions/industries running different types of businesses (e.g., are they professionals providing a service or are they a sales business?) will entail different support and require different approaches

So, here is what I can tell you generally.

1. One thing I notice a lot in our industry is VAs can tend to make things far more complicated than need be, which only increases their workload and makes their business harder to manage. In large part, you and the client don’t need anything more complicated and involved to communicate than simply emailing each other. With email, you don’t have to take time out for random, interrupting phone-calls. You have a tangible item that you can move around in prioritizing files in your email client (e.g., Outlook) and you’ve got a hardcopy paper trail, so to speak, of what is asked of you.

2. I also think using an online collaborative virtual office service such as HyperOffice is extremely useful. For one thing, HyperOffice isn’t just about one component like so many others are. For example, Basecamp is specifically designed for project management. It doesn’t come with an integrated shared calendar, shared documents, shared lists, forums, shared projects/tasks area, etc., that HyperOffice comes with. I find this particularly helpful in working with professionals such as attorneys when most of the work you are doing is working on their own client stuff. So what I do is set up a group for each of my clients. Then within my client’s group, I set up subgroups for each of their clients. Each subgroup represents one of their client/matters and being a subgroup, each has its own individual shared calendar (which I use to enter litigated case schedules and to-do reminders), contacts (where I’ll enter all the relevant parties’ contact info such as opposing counsel, witnesses, experts, etc.), projects, documents, lists, etc. Plus, with HyperOffice, you get real-time/actual live document editing and saving. None of the other services out there have that. With them, you have to download docs to your computer, edit, save and then re-upload them. That’s a HUGE time drain and annoyance, particularly if you are working with a fast-paced environment. The only other exception is Groove, but that is a software you have to purchase, install, figure out yourself, and then get hosting for it. It doesn’t come with customer support like an SAAS–software as a service–does.

3. Then, there are going to be services your clients uses and all that’s really required there is for them to give you the login access information. For example, if you client publishes an ezine (online electronic newsletter), he or she will use a service like Aweber to distribute it and manage the attendant subscriber lists. Because it is an online service, you don’t need to download anything or purchase your own software. You simply log into the client’s account and do what you need to do.

4. Let’s see, what else? Oh, here’s a good example… Some VAs offer bookkeeping in addition to their administrative support. My first caution here is to first make sure you are qualified to be providing this kind of service. When you start messing with people’s money and financial recordkeeping, you open yourself up to a whole other level of liability. People who do not have the knowledge and training to be providing this service shouldn’t. Otherwise, you risk causing real harm to the clients and yourself getting into potential legal hot water.

But let’s say you are a qualified bookkeeper and want to offer this service. There are all kinds of ways you can provide this and all kinds of platforms to use. In the actual bookkeeping field, what many folks do is have clients fax or mail bank statements at the start of every month and then they simply enter and keep the data at their end in their own software (like Quickbooks Pro). At the end of the month, they give clients summarized reports and balance sheets. When it’s tax time, they simply make a CD copy to give to the accountants (unless they provide that services themselves as well).

Other business owners are more hands-on. They want their data entered a little more regularly instead of once a month. They like to keep their own finger on the pulse of things and for them, keeping their records on their own systems is preferred. In those cases, services like Quickbooks offer an online version. It’s pretty robust, but there are components lacking that the actual software has (e.g., last I heard, the online version doesn’t allow you to enter COGS line-items; if you working with contractors, for example, that could be a problem). If the client’s business is simple and more service-based, the online version will probably serve all your needs. And if you get the online version, again, all you need is for the client to provide you with access to the account.

Another way is to have the client fax or email things to be entered and then you mail then back a CD or somehow get an electronic version back to them. Things like invoices can be emailed back to the client or simply mailed out. This is a really complicated way of doing things because it adds more work and will require that you and the client always be in exact sync and never fail to upload the latest CD of their files. For example, if you do a client’s bookkeeping for the week, then make a copy of the CD and do a file transfer of it to them, the client then has to download that latest CD. If he fails to do this, the next time you do file swapping, you could lose all your previous work. I really, really don’t recommend doing things this way whatsoever. Too much room for human error. And trust me, there WILL be human error sooner or later. I guarantee it.

The only other way is to work on the client’s own software to do their bookkeeping using remote access (such as with a program like LogMeIn). This can work really great. The only thing is that the client can’t be on the computer you are trying to work on remotely. In the past, what I’ve had clients do is simply set up a second computer (typically, one that isn’t going to be used at all or very often by anyone else), keep their bookkeeping software on that computer and then I simply log in whenever I was ready to do their bookkeeping.

I used the example of bookkeeping, but as you can see, when it comes to software there are going to be all kinds of options available to you. There are going to be online services. Sometimes remote access is the way to go. Other times, having the actual software is what is required. You simply are going to have to research them (and your research could and should include asking those specific questions of your colleagues when they come up) and find out what works best–for your clients AND you. And a lot you will figure out as you go and as you talk with clients and prospects.

What you need and the option you end up using for any given support area is going to also depend a lot on your target market and what makes sense for your business as well. Meaning, your business can’t afford for you to be spending your time using antiquated or inefficient systems or softwares just because a particular client is using them and doesn’t know any better. As an independent professional and administrative expert, you have to work with clients who can get with the program or are amenable to the advice you give them on what will work better for them and for you. Because every inefficiency you allow into your business, just to make an exception and cater to an individual client’s whims, makes your business that much less profitable and efficient. And that’s not good for you or your other clients.

I first want to clarify that I am in no way, shape or form suggesting that you should be an automaton just taking orders and not exercising initiative or critical thinking. Even though we use the term Virtual Assistant, you are not an assistant in the employee sense of the word. You are an independent service provider–a business owner–who should be leading your own processes, guiding clients in the delegation process and acting in many respects as a consultant and expert in administrative systems, organization and workflows.

That said, you are still in the business of providing support and helping clients accomplish the things they want to accomplish. Very often, they want those things done a certain way for their own intentional reasons. By all means, gain clarity and deeper understanding of what your client is thinking and why because that is definitely going to help you be of greater service to them. If you know of a better way or have an idea you think might be helpful, you should share your advice and suggestions.

But in the end, at least when it comes to practical matters (barring anything unethical or illegal, naturally), the client has the final say about what they like and how they want things to end up. It is their business, not yours.

Here’s an example to show you what I mean… Let’s take my Virtual Assistant forum. We’re trying to create a particular experience so there are a few seemingly insignificant details that we are persnickety about. We provide registrants with very precise, clear-cut instructions so they can complete their profiles accordingly.

One of those details is how we ask registrants to fill in their location. We ask them to enter their location with city, state (or province, etc.) abbreviation and then their country so that it appears exactly like this: Anytown WA, USA.

Note that we specifically leave out a comma between the city and state, but do have one between the state and the country. It’s not the traditionally correct way one would normally format that kind of information, but this is how we want it.

Once in awhile we’ll have someone register who doesn’t get that detail right the first time. They’ll ignore the instruction and not complete their location at all. Or they’ll put a comma where we specifically ask them to leave it out. Or they’ll spell out their state instead of abbreviating it. Or they’ll only enter their state. Or they’ll leave off indicating their country.

We give them once or twice to get things right, but every so often we’ll get someone who will do everything BUT enter things the way we ask. And it’s always perplexing because to my mind, it couldn’t be clearer or simpler. We tell them explicitly what we want there and provide an example. Yet, after three, four or more attempts, they still just can’t get it right. They aren’t paying attention and keep trying to make up their own rules.

So how does that relate to working with clients? Everything! Because if you have a habit of not paying attention to details and following specifications, you end up frustrating the client and wasting their time. They have nothing to feel bad about in wanting things they want them, but when your inability to follow through on those wishes forces them to repeat themselves over and over, it makes them feel like a nag and they resent it. Plus, when that is the case, you are not demonstrating competence. They lose confidence in your abilities. They won’t trust that they can rely on you to get things done properly. They’ll feel the need to start double-checking your work. All of which ultimately makes you difficult to work with. They didn’t hire you so you could create more work and hassle for them, right?

In the case of my forum, we tend towards giving everyone the benefit of the doubt first. But if they repeatedly can’t get it together, we begin to form the impression that this isn’t someone we should be representing. We are constantly advocating for our members and touting their graces and competence to clients so we need for our members to actually be those things. When someone can’t follow directions, especially when it comes to the simplest of things, over and over, we have to question their qualification and whether they are someone we should be lending our reputation to. It’s not an indictment on the registrant as a person, but we are a professional organization. We have a standard of excellence and competence we adhere to so we really need Virtual Assistants to put their best foot forward and inspire our confidence in them.

And the same goes for your clients. They need you to inspire their confidence.

You don’t have to be perfect. You’re not a machine and you will make mistakes every once in awhile. And that’s okay because that’s not where your value lies. In fact, I advise you to have a conversation about that with prospective clients in your consultations.

But what is important is that overall you demonstrate a pattern and consistency of proficiency so they can trust in you.  When they have a specific detail they want adhered to in a certain way, honor that. Because if you can’t, you create distrust and unease for them and eventually they’ll start looking for someone else who doesn’t make it such an ordeal to work together.

But us Virtual Assistants know better, don’t we? LOL

I was just reflecting that as Virtual Assistants, we aren’t just administrative experts. In working with clients, in many ways we also become a coach, consultant, advisor, cheerleader, and sometimes even a mentor, to them, all rolled into one.

I love that aspect about my work, but it can be a challenge sometimes.

For example, we know that our work isn’t just about the client telling us what they need, and then us doing it. For much of the work, it simply can’t get done without there being a collaborative process. That is, it takes the active participation of both the client and the Virtual Assistant to get things done.

For the Virtual Assistant’s part, they obviously need to have masterful administrative skills. They also need to have excellent follow-through and communication skills. They need to have smart policies and systems that allow them to manage their time and work effectively so that ALL their clients get the full benefit of the value they are paying for. And they need to be able to ask clarifying questions and elicit the information they need from clients in order to accomplish their objectives.

For the client’s part, they need to be able to clearly communicate their needs and expectations. They need to respond to our questions in a timely manner so that we can complete their work and accomplish goals we have set with them. They also need to be able to follow-through on the parts of the work that require their input. And they need to be committed to the process, because getting them to the next level in their business IS a process. There is no magic wand to wave and presto! it’s all better overnight. That just ain’t gonna happen, LOL.

The tricky part comes when parts of this equasion are missing. If you can’t finish a goal or project because the client is not following through on providing you with necessary information, making a decision, or completing a required step or task, it’s hard to know how to handle it. What makes it even more tough is because when they hold up their own work, they consequently hold up your business and your processes.

On the one hand, I do what I can to help keep my clients focused. I know that they came to me because they needed help, because they were overwhelmed with everything on their plate and need a helping hand in getting back on track.

And their work isn’t just their work anymore–it’s ours, too. We become invested in it because it is through our efforts that it gets accomplished. We have ownership and pride in that.

On the other hand, however, I’m not a babysitter. That’s not my role in the relationship and I’m not responsible for their business.

So sometimes it’s a real juggling act trying to maintain a balance between the two. You want to help them delegate and stay focused. But at the same time, you can’t care more about their business than they do. Because then you become an enabler and that’s just not good for anyone all the way around.

So maybe at times it’s a good idea to check in with clients who are consistently having a tough time focusing and ask them, "For us to get things done, I need you to be committed to working together. Can you do that? Is this the right time for us to be working together?"

If they can’t or it’s not, let them go. That doesn’t make them (or you) bad people, but you just can’t help them. When that is the case, you aren’t serving them, and they are taking things away from your other clients by forcing you to be inordinately preoccupied with their inert progress.

Remember, they are clients, not employers, and we don’t need to be at their beck-and-call. Do you think they expect their accountant, business advisor or attorney to report to them and account for every second of their day?

Of course not, and as independent professionals, we shouldn’t allow clients to form that expectation of us either.

The way I’ve set up my operations and standards, as well as how I clearly communicate that information to my clients, allows me to have a practice where I have a ton of flexibility with regard to when I work and time I take off. My clients still get taken care of (in fact, I venture to say I have some of THE most well-cared for clients in the Virtual Assistant world), and I get to live a life that makes me joyful.

If I’m taking time off longer than a few days, I do let my clients know so that they can plan ahead. If I’m out of the office, but want to stay in touch, I use a remote access program like LogMeIn which allows me to work as if I was still right there.

With regard to phones, that’s really a personal preference. However, I will say that I don’t see any good reason to forward phones (unless you are expecting a REALLY important call) or giving clients your cell phone number so they can chase you down (and overstep boundaries) any time they please. Why encourage that?

Clients are informed of my normal operating hours, and they are aware of my return communication practices (e.g., that I check emails and voicemail at certain times of the day, and they can expect a response within 24 hours). That’s all they need to have.

Being a doormat doesn’t make you a good (or happy) service provider. How well you live up to the standards you set and the expectations you create is what will make you a great Virtual Assistant with very satisfied clients.