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  • DESCRIPTION: Creative Commons License For Non-Commercial Re-Publishing of Blog Posts With Proper Attribution.

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October 2007

October 31, 2007

A Real Ghost Story

Since it's Halloween (boo!), I thought I would share with you a real ghost story in my family. Now, when this happened, I was only about a year old, so I couldn't tell you if it was true or not. BUT, my aunt still turns pale white when this is mentioned.

And with her, my uncle, and my aunt's sister, mother and father--all normal (I'd even go so far as to say "unimaginative") people--swearing up and down these things happened and appearing visibly unnerved every time they relate the events, it's pretty difficult not to believe them.

Okay, so like I said, I was about a year old. My cousin Margie was a newborn. And she and my aunt and uncle (my uncle is my mother's brother) had just bought a house up in one of the oldest parts of the city. One of the rooms was this adorable little nook upstairs (as my aunt declared it) that had a little widow's peak balcony window that let the morning sun in each day. It was really cozy, and perfect for the baby's room.

Problem was, my cousin would scream bloody murder every time my aunt and uncle would try to leave her in the room. They didn't think anything of it at that point, but being new parents they simply ended up having her sleep with them in their room.

So they went about their business, and began to get settled into the new house. After a couple months, my aunt started noticing an overpowering scent of gardenia whenever she was in the kitchen. Try as she might, she could never figure out where on earth it was coming from. And then there were times it would abruptly just disappear! It was the oddest thing.

Unbeknownst to her, other people in the family were having their own experiences. My aunt's mother and father lived with my aunt and uncle (they're from the "old country" where this is traditional). Both later related their own separate experiences about occasionally catching sight of something or someone out of the corner of their eye darting down the hallway from one room to another. But it was always gone by the time they'd turn to see directly. My aunt's mom would also occasionally feel the sensation of someone's hand was on her shoulder. She'd reach up or brush at the spot only to find nothing was there.

My uncle, who for the most part is a fairly oblivious person, would sometimes feel like there was something or someone standing right behind him. You know that sense you have? Like if there's a wall behind you, you just "know" it's there. That's what he said it felt like. But he'd turn, and there'd be nothing there. He literally thought something might be going on with his equilibrium.

Now, none of the little odd things that happened at first were anything unusual enough that anyone even thought to bring it up to anyone else in the house. But that changed one evening when something unseen would not let my uncle stand up from the couch.

Yeah! Is that freaky or what?!

The family was sitting around the living room, and when my uncle went to stand up, he said he felt two strong hands on his shoulders and they were physically holding him down. Everyone started freaking out, thinking he was having some kind of fit or heart attack because he was doing this weird flailing around thing.

Whatever the force was finally let him up, and that's the night everyone started putting two and two together and sharing their odd experiences. They realized then that something strange was definitely going on that wasn't normal, and they were starting to get really freaked out.

(Did I say things were getting seriously freaky? Yeah, they were!)

The last straw came when one night my aunt went up to the baby's room. Since my cousin wouldn't sleep in there, they had turned it into a cloakroom, and she had gone to grab a coat so they all could go out to dinner.

Well, when you walk into that room, the first thing that you see is the window. You can't help but see outside. She said as she entered the room, and before she opened the closet door to her right, something caught her attention on the street below.

Before she realized it, she was transfixed by an unfamiliar scene, as if she was in a trance, she says. Looking up at the window from the street below was a little girl about 8 or 10 years old dressed in a really old-fashioned way. As my aunt stared down, unable to look away, she noticed that she wasn't even seeing her own neighborhood. The street was cobblestoned and many of the houses that were supposed to be there, were not there. There were also a couple horse-drawn type carts and some way-old looking cars.

The shock must have snapped her out of it, and as soon as it did, she was back to reality. But so shaken up! She said she flew down the stairs and couldn't get out of that house fast enough.

By this time, the family had decided they were completely unnerved in this house and put it up for sale. It hadn't even been six months!

After they found another house and sold that one, my uncle did some poking around on the history of the house. The things they experienced were so odd and scary, he just couldn't shake the curiosity about what on earth could have caused it all. He never found anything unusual or sinister as you'd expect. The most he found out was that a little girl had died of pneumonia or some other childhood disease, and apparently, her room was the one where my aunt had the weird "time-travel" experience. They think the little girl looking up at the window was the same one.

So that's the one and only official ghost story lore in my family. I know it's not all blood and guts and scary monsters and murders, but you have that kind of stuff happen to you and I dare you not to pee your pants with terror.

My aunt and uncle and my aunt's mom and dad will look you dead in the eye, and tell you with unwavering conviction (and trembling hands) that there is absolutely supernatural, paranormal things in this world that cannot be explained.

Happy Halloween!

October 25, 2007

Let's Talk About Trust

When talking about the idea of "trust," many folks tend to think it's about honesty.

But trust is about so much more than that, and it's something every Virtual Assistant needs to understand because it's the one thing that forging new relationships with prospects and cementing existing bonds with current clients hinges upon.

Trust isn't just about whether someone is a truthful type of person.

Trust isn't something that's handed over on a silver platter. That's a fallacy that Virtual Assistants need to get straight about.

Virtual Assistants are crazy if they think a client should grant them instant access to every part of their business, much less remote access to their computer. You might as well ask them to take their clothes off and get naked. Not gonna happen.

Yes, there needs to be minimum level of trust for any relationship to work, or to even begin, for that matter. But trust isn't something that is turned over lock, stock and barrel. Trust is something that is both earned and grown into, with different levels being achieved as you continue to work together. And the more trust is established, the more will be entrusted to you.

For clients, trust is about feeling safe. It's about feeling a level of comfort and confidence that a Virtual Assistant they are considering working with is competent and will be well-worth the time and money invested.

That's where credibility and rapport come in; those are the things that help establish that first level of trust.

It's why you need to have an address and contact information easily found on your website--that helps clients feel like they are dealing with a legitimate business and not scam artist.

It's why your website should be as professionally designed as possible--it's appearance is going to directly impact how prospects view your abilities. They will both consciously and subconsciously connect the look of your site with your skill level, professionalism and competence.

It's why you need to talk to your prospective client, person-to-person, in your copy--that helps establish rapport, like you're taking directly to them.

It's why your website needs to be about them (and not you)--that helps prospects see themselves and their issues in your copy, and feel confident that you understand their challenges and are able to help solve them.

The next level of trust is achieved once you begin working together. What comes into play here in instilling continued trust is consistency. Consistency in your demeanor. Consistency in your professionalism. Consistency in the quality of your work and service. Consistency in your follow-through and responses.

All these things trigger in clients the feeling that the other shoe isn't going to drop any time soon. But if you are inconsistent, flaky or schizophrenic in any of these areas, you're going to shatter any trust that you've managed to create and actually create distrust and disharmony.

What happens then is that they won't trust that they can relax with you and let go of control. They won't trust that you will always follow-through. They won't trust that you will get things done when or in the manner you say you will.

So achieving that second level of trust is going to be really important for the relationship to progress to the next level, which is when the client begins to allow the Virtual Assistant further into their business. If remote access is necessary to some of the work, this is the stage when it's natural and appropriate for that trust to be granted. But try to assert that before the client is ready, and you risk damage to the relationship.

Trust is a sensibility that you as a Virtual Assistant need to be diligently and consciously aware of. Your understanding about how it works--how people work--is something you should be continually learning about. Don't demand it from clients as your right--because it's not.

Would you give a stranger off the street the keys to your car or your house? Of course not. So don't expect that clients will feel any different about their business. But let them get to know what you're about, who you are, what you know and what you understand about them, and it will be a different story.

October 24, 2007

Gee, I Wonder Why They're Focused on Price?

Dear Gritty VA:

How can I find better clients? I'm highly skilled and do great work, but I only ever seem to attract the cheapskates who drive me insane. They're never satisfied, even when they tell me how awesome of a job I've done, and ALWAYS want to take more and more from me without paying. I'm about ready to quit this business. --SM

I see the beginnings of some excellent, original copy on your website (website address not provided to preserve confidentiality). I can see your intelligence at work, how you're starting to really intellectually grasp what you do, who you do it for, why you do it and how it helps your target market.

I can definitely see your onward and upward path as you continue to grow in your understanding and command of these concepts. Fabulous!!!

BUT....

On every single page of your website, you talk about money.

Save money on this; get a discount on that; here's what you'll save here; how to get 50% off... and the list goes on.

And guess who that attracts?

Clients who are focused on price. Clients who are always wanting to negotiate down your price, even with all the discounts and freebies you're already offering them. Clients who always want something for nothing. Clients who would love to pay nothing if they could get away with it, who are demanding, needy, and will always try to get work beyond the scope of their agreements...

Are you getting the picture here?

If you focus your prospective clients on money and price and discounts, that's exactly what they'll be focused on. The first initial expectation that you yourself are setting is one of incentivization and paying less. You're telling them to focus on cheap and getting discounts. So it should be no wonder why they are focusing on exactly that. You are training them to do so!

The mistake here is thinking that money is the only thing that will grab your market's attention. And when you focus on that, those kinds of folks are exactly who you'll attract.

Stop talking about money and trying to bribe and incentivize people to work with you.

Instead, focus on the benefits and results you achieve for clients. Talk about the problems and challenges your market faces and the reasons they are seeking administrative support in the first place so that they will recognize themselves in your copy. Explain your approach, and the ways you've helped past and current clients, and how you can help them, too. Give them facts and figures, testimonials and case studies.

Business owners truly do place value on those things and will pay handsomely the Virtual Assistant service providers who can deliver real quality, competence, and consistent solutions.

To those business owners, money is the least important thing--if your assistance helps them get more done and ultimately make more money without their having to lift another finger, most of them will pay just about any price you name!

October 16, 2007

"Affordable" Should Be Taken Out Back and Shot

Are you using the word "affordable" in your marketing messages?

STOP IT!!!!

Every Virtual Assistant should pull that word off their back, slap it silly, throw it on the ground and stomp it out of their vocabulary. That word should be taken out back and unceremoniously shot.

You never want to brand yourself as "affordable." What that actually does is brand you as "cheap" in the minds of prospects, and no business can afford to be viewed as "cheap" in any way--not unless you want to draw cheap-minded clients to you.

And guess what cheap-minded clients are about? Right--they don't want to pay.

They will haggle and dicker and finagle and manipulate any way they can to get out of paying for your time, skills, knowledge, and the value those things instill in their business. They will challenge your standards, devalue your work and nitpick every second of every bill, always wanting more of something for nothing.

So do you really want to be the McDonald's or Walmart of Virtual Assistance? Are those really the kind of clients you want to draw to you? And have you even thought about how many of the cheapo clients you'd have to work with to even come close to what you'd make at a regular j-o-b? Is that really why you went into business for yourself?

If not, then take that word out, and play to the value-minded, quality-minded, smart, successful and financially able business owners you deserve to work with (and who deserve to work with you).

October 15, 2007

Grateful Mondays

Today on this Grateful Monday, I'm thankful for the day I had last Friday with my daughter.

We went to get her hair done, went shopping, had lunch. We had such a fun day together!

And I guess that's another thing I'm grateful for (this is something I wake up being thankful for every day)--being self-employed and able to take a day off when I feel like it to do these kinds of things that make life just so fun and delicious and happy-making.

So what are you grateful for today?

October 12, 2007

What Is Virtual Assistance, Really?

This is probably one of THE most frequently asked questions I get, usually from folks who are starting to get an inkling that Virtual Assistance is something different from freelancing, telecommuting, secretarial services, virtual staffing and "team VAs."

Virtual Assistance is a brand of administrative support that is, in fact, different from all these things. It is a self-employed profession based on the concept of working in an ongoing, continuous, one-to-one relationship with clients in a right-hand professional capacity. It's completely the opposite of working on a sporadic, occasional or one-time transactional basis, or as an employee or worker.

It's also about working with clients in an across-the-board capacity. That doesn't mean that you do EVERYTHING for clients; rather it means that you are providing some sort of package of administrative support to clients in an ongoing, collaborative basis.

The term "Virtual Assistant" is not a catch-all phrase to denote anyone who does anything virtually (e.g., someone who does web design is not a Virtual Assistant; that is a web designer). And a virtual worker or remote worker is also not the same thing as a Virtual Assistant.

What distinguishes the Virtual Assistance brand is that the support is:

  1. Administrative
  2. Collaborative (i.e., ongoing, continuous and not project-based)
  3. Across-the-board (i.e., a rounded package of support; not any one single, line-item, transactional service)

Single, line-item administrative services are not individually Virtual Assistance. Those are simply secretarial services. With Virtual Assistance, it's the across-the-board, collaborative administrative support comprised of many different administrative functions that is the service. Get it?

If this is the brand and model of administrative service you are providing, you are a Virtual Assistant. :)

October 11, 2007

Free Teleseminar: The Top 10 Mistakes That Are Killing Your Brand

Each month my Virtual Assistant association hosts a terrific, no-cost business teleseminar for Virtual Assistants and other business owners, and this month's event will be no exception. Our teleseminars have been exceeding capacity so you'll want to be sure and register early:

The Top 10 Mistakes That Are Killing Your Brand

Presented by branding expert Rob Frankel

DATE:  Thursday, October 18, 2007

TIME:  5pm PST / 6pm MST / 7pm CST / 8pm EST

LENGTH:  1 hours (call in 10 min. early)

COST:  FREE!

REGISTER HERE

This class is open to all Virtual Assistants and business owners. Be sure to tell your colleagues and clients.

Robfrankelclip_2"Branding is not about getting your prospects to choose you over your competition; it's about getting your prospects to see you as the only solution to their problem." ™ --Rob Frankel

Branding is a lot more than just a name and a logo. It's how users and prospects are turned into evangelists for your business. But even more important about what you know about branding is what you don't know. It's costing you real business and real dollars. Branding expert Rob Frankel will be telling you--yes, you-- the 10 ways you are currently killing your brand. He'll also tell you how to fix every one of them.

Join us on Thursday, October 18, for a special hour with Rob Frankel, author of the groundbreaking bestseller, "Revenge of Brand X: How to Build a Big Time Brand on the Web or Anywhere Else." Rob Frankel has been called "the best branding expert on the planet," advising, consulting and speaking to Fortune 500 companies, funded start-ups and major media such as CBS, CNBC, ABC, NBC, FOX, WSJ, NYT, LAT and many more.

Branding is relevant to every business, and to every part of your business. Rob is the only branding expert who can show you how creating and implementing brand strategy directly increases your bottom line revenues--and profitability. Be sure to catch a spot at what is sure to be one of our most fascinating, eye-opening events.

October 10, 2007

What Can You Tell Me About Credentialing?

Dear Gritty VA:

What can you tell me about getting credentialed? I have worked as an administrative assistant for over eight years, so I feel I am qualified to start my own business. How important is it? And where is a reputable organization to obtain training, if needed? FA

I personally don't think you need to get credentialed.

Virtual Assistant designations have no meaning to clients; they don't know CVA from MVPA to QBCPAMVAP. And these days, questionable organizations are springing up left and right in our industry who will sell "credentials" to anyone willing to pay.

(Here's a tip: If the business--and it is a business--trying to sell you "credentials" can't spell themselves or articulate like a grown-up professional organization, that's a good clue that they don't have any business credentialing anyone, much less taking your hard-earned money.)

My advice, save your money.

The most important credential and qualification you need to be offering professional level services is your administrative experience and masterful skills. When folks ask about getting credentials, what they're really asking is "How can I prove to clients that I am skilled."

Well, first you have to take the word "prove" out of the equasion. You don't have to prove anything to anyone, especially if you know darn good and well what you are capable of. But what you do need to do with clients and prospects is instill and nurture trust, credibility and rapport.

You do that by demonstrating your skills, competence, intelligence and capability in everything you do... How your website looks, how you speak and write, how you craft your marketing message and materials, how you interact with prospects, how you follow-through with what you say you will do... these are the ways you "prove" to clients that you are what you say you are and that you can do what you say you can. Any "credential" you might plop on your site means absolutely nothing if you can't back it up with these demonstrations.

So forget credentiallying. If you're intent on buying pieces of paper and wasting money, become a member of the Better Business Bureau instead. At least the BBB is a well established and respected organization that will lend you credibility that will be readily recognized by just about any business owner.

What would be a far more useful investment of your money is buying some business training. Because being highly skilled and knowing how to do the work is far different from knowing how to run a business. That's where the learning curve is for most new Virtual Assistant professionals--learning how to run a smart, profitable, self-sustaining business. The Virtual Assistant training organization I would recommend for that would be AssistU.