What Makes a “Good” Subcontractor for Your VA Business?

 

I was reviewing my “Subcontracting Made Simple” notes yesterday in preparation for a presentation I’m giving next week. It occurred to me that while I discuss the pros and cons of working with a subcontractor I have not mentioned what qualities I look for when I’m hiring a new subcontractor (team members in my VA business).

One item you won’t find on the following list is training. I do not believe in training my subcontractors. I believe that they should come to me fully trained in their respective niches or skill set and ready to accept that first assignment – just like my clients expect of me.

Here are the qualities I consider “must-haves” in hiring and working with a subcontractor:

1. Professionalism

2. Reliable

3. Stable

4. Confident

5. Skilled

6. Committed

7. Team player

8. Experienced

9. Willing to learn

10. Open to suggestions

11. Creative and innovative

12. Proactive

13. Follows directions

14. Asks questions

15. Organized

16. Easy to communicate with

17. Versed in the current technology

This list could be used to identify the type of clients I work best with too!

Because my subcontractors are independents with their own businesses it only makes sense to me that they would possess these qualities and utilize them in their own businesses.

On the flip side what makes a good contractor? Here’s what my subcontractor’s say is important to them:

1. Steady work flow

2. Professional

3. Organized

4. Pays well and on time

5. Sets realistic turnaround

6. Understanding and compassionate

7. Has resources

8. Proactive

9. Excellent reputation

10. Matches subcontractor skills to project

11. Stands up for subcontractors

12. Reliable

13. Communicative

14. Easy to work with

There you have it; a starting point for negotiation from both sides.

Growing your business using subcontractors is really easy to implement but it does take planning. I’ve been on both sides, subcontractor (which is basically what I am to my clients) and contractor. I try to be respectful of both situations. Working with subcontractors for past 15 years has been very rewarding and extremely profitable.

Celebrating 18 Years of Successful Virtual Assistance!

As the old saying goes “Time flies when you’re having fun!” I honestly cannot believe it’s been 18 years since I started my business. But when I look at my son who was 2 when I began this adventure and see that he’s just turned 20 I’m amazed! Time if truly flying by!  

This Wednesday, August 15^th is my 18 year anniversary of being self-employed. This is the longest I’ve ever been employed! This is the third longest I’ve done anything, third to being a mom, 36 years, and being married, 34 years.  

I can say I’ve truly seen the evolution in the business world in the last 18 years. From a home-based secretarial service business with local clients to a virtual assistant team model with clients and team members coast-to-coast, truly amazing. When I think about clients or team members now the only “location” of consequence is their time zone!  

Technology has come along way in making my business easier and so much more productive. I started my business with a word-processing typewriter, honest. Then “advanced” to a dual 5 ¼” floppy drive computer with dot matrix printer (only slightly quieter than a pneumatic nail gun!). Now my office has two desktops, a laptop and a shared wireless network. Still amazed.  

I’ve watched my revenue continue to grow every year, not because my client base has grown but because of the number of services I can now offer. Actually about three or four years ago I cut my client list from 28 down to 14. Most of the clients I let go were very small and couldn’t generate the income I wanted and needed. Today I’m back up to 18 clients and my income continues to grow. I love the fact that I can be selective in my choice of clients! Something I never thought I would or could do 18 years ago.  

My advice to new VAs, build a strong business foundation, set up your business correctly from the start, make sure you’re working legally in your state, speak with a CPA to get the best advice, keep your records up to date and accurate, don’t mix business and personal monies, have a separate room for your office with a separate phone line, buy the best equipment you can afford, have the skills necessary to compete in this industry (there are a lot of outstanding professionals in the VA industry today), and always make time for marketing your business and for professional development. There’s always room for improvement!  

One last thing, don’t be afraid to ask questions! There’s no such thing as a stupid question, only stupid answers! VAs are very willing to share their knowledge. Use that sharing attitude to help you build a business that is successful and one that you can be proud of.  

© 2007 Cheryl K. Callighan, MVA/Coach and owner of the University of Virtual Assistants (www.uofvas.com), has more than 30 years of executive administration and 17 years as the owner of eOffice-Virtual Assistants LLC (www.eoffice-virtualassist.com). Contact Cheryl@uofvas.com or Cheryl@eoffice-virtualassist.com.  

The Alliance of Virtual Professionals: Taking you from Overwhelm to Success!

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Don’t Be A Victim Of Your Business

By Cheryl Callighan, MVA, Mentor/Coach 

The title of this blog post came to mind after reading several posts on the virtual assistant list serves. It appeared to me that many of the newer virtual assistants were having problems in two areas: 1) taking responsibility for their virtual assistant business and 2) setting boundaries with clients. 

Those of you that know me know I’m an ardent fan of Jack Canfield and his book The Success Principles. I’ve taught The Success Principles and have had numerous people tell me “This changed my life!”  

Well, Success Principle No. 1 is “Be Responsible.” This one principle alone has changed my life and my business. I no longer look for excuses, blame anyone or anything else for the outcomes of my choices nor do I complain. I try to make smart choices in my business and in my life. If the outcome is not what I was hoping for I examine my choice and my reaction to the event. I strive to learn from my mistakes.  

Being responsible as it applies to my business and how I interact with my clients means no excuses, no blaming anyone or anything and no complaining. Simply find a solution, make the right choices and provide excellent services and work products.  

I take complete responsibility for telling my clients about fees, terms, communication style, etc. I take responsibility for getting all the details of a project, getting an actual, not arbitrary deadline, and I get it in writing. My clients are aware that any changes or deviations from the original project scope means additional time and fees.  

Most importantly, all clients sign a contract and we review the terms in person over the phone. No contract, no work. Plain and simple.  

My team members all have contracts as well. Their contracts spell out their services, fees and payment terms. Both contracts have a clause that allows either party to terminate the contract with 30 days written notice.  

As for boundaries especially with clients, most of these are laid out in my contract but I specifically review my hours and communication style with each client. Clients are aware of my regular business hours and how I prefer to communicate even before they sign a contract. Urgent or complex issues deserve a phone call, day-to-day tasks or updates work well with email and I don’t use IM with my clients, it’s too disruptive for my work flow.  

I do not work evenings, weekends or holidays period. I have my boundaries for family time as well and I stick to them. While my youngest son is going to be 20 this month (no kids at home!) I now have grandchildren that I spend time with regularly.  

The bottom line is to take responsibility for all aspects of your business from setting your fees, setting your hours, getting detailed information on each project and establishing boundaries for your business operation. These few things will go along way in avoiding conflicts with your clients, your family and help to smooth out your daily business operation through less stress for you.  

Take time to identify just how you want your business to run, what you expect from your clients and what they can expect from you. No one will be disappointed and your clients will respect your business just as much as you do.    

© 2007 Cheryl K. Callighan, MVA, owner of eOffice-Virtual Assistants LLC providing administrative and secretarial services to small businesses and entrepreneurs and the University of Virtual Assistants where she assists new virtual assistants through online training. She has over 30+ years of administrative experience and 18 years as a virtual assistant. Contact: Cheryl@eOffice-VirtualAssist.com * Cheryl@UofVAs.com. Websites: www.eOffice-VirtualAssist.com * www.UofVAs.com.

Firing a Difficult Client

By Cheryl Callighan, MVA, Mentor/Coach 

We’ve all experienced the occasional “bad apple” client. She takes up a great deal of your time and adds very little to the bottom line. You’ve tried to rehabilitate her, offering ways to improve the relationship. But instead the problems keep piling up.  

It may be time to “fire” this client. 

It makes good business sense to fire clients whose emotional and professional toll on you and your business is no longer worth whatever revenue they generate. But it’s important to do it right. Your actions should leave the door open to doing business with them in the future and prevent them from disparaging you to others. Here are some suggestions to make the process less painful for all parties:  

Be honest with the client. Explain that you no longer supply the level of service she demands and that it would be best for her to seek another provider.  

Raise your fees. A much higher price tag may discourage a continued relationship. If not, at least you will be compensated for your higher level of service.  

Don’t renew expiring contracts. Let the natural course of the relationship run out. You may want to give the client a heads-up before the contract expires.  

Use escape options. If you operate under a contractual agreement, use the escape clause – the one that lets either party out with written notice. 

Be sure to talk to your subcontractors about your decision. Insufficient communication may lead to unfounded rumors that could disrupt business. Your subcontractors may be concerned about how releasing this client will impact the company and their own stability. Explain the situation and reassure then that the company and their positions remain secure.

© 2007 Cheryl K. Callighan, MVA, owner of eOffice-Virtual Assistants LLC providing administrative and secretarial services to small businesses and entrepreneurs and the University of Virtual Assistants where she assists new virtual assistants through online training. She has over 30+ years of administrative experience and 18 years as a virtual assistant. Contact: Cheryl@eOffice-VirtualAssist.com * Cheryl@UofVAs.com. Websites: www.eOffice-VirtualAssist.com * www.UofVAs.com.

Five Questions to Ask Your Virtual Assistant BEFORE You Hire!

1.         Time Zone.

If you’re looking for business support during your regular business hours then you will want to consider a virtual assistant in your time zone. You might however consider using a VA in a different time zone if you would like to extend your daily business hours and increase your productivity beyond your time zone. Make sure your VA is willing to arrange their hours to accommodate yours.

2.         Skills and Experience.

Not all VAs have the same skill or experience levels for similar services. New VAs may not be as savvy with technology, website maintenance or even working virtually as someone with a verifiable and proven track record. If you expect a specific skill level from your VA ask for references and contact those references. A professional VA should be able provide at least 3 – 5 immediate references for you.

If you need a variety of services from your VA you might need to hire more than one VA. VAs tend to have niches and while one may be superior in administrative and organizational skills they may not know how to maintain your online shopping cart.

3.         Fees.

 

There is no such thing as a typical hourly rate for VAs. VAs who have extensive real-world experience, superior skill levels and have been in business for several years will charge significantly more than a new VA who has been in business just a few months.

 

It is typical however for VAs to charge different rates for different services. More complex services such as website maintenance, subscription service monitoring or graphic design will be charged at a higher hourly rate than basic secretarial or clerical services. Always ask for a menu of services or rate sheet.

 

Check to see if your VA has different rates for rush projects, evening hours, weekends or holidays. They usually do.

 

4.         Communication Style.

 

Ask your VA what her communication style is. Some VAs prefer email first, phone second. Non-urgent routine tasks can most likely be dealt with via email. More urgent or time-critical projects or revisions may take a phone call for immediate clarification. Large or complex tasks are best communicated via conference call and then followed up via email.

 

Ask that your VA provide all of her contact information:

§               Direct phone number

§               Cell phone number

§               Fax number

§               Email address and an alternative

§               Website URL

§               Complete physical mailing address

§               IM user name and which IM clients she prefers

§               VoIP contact information and which service she uses

5.         Agreement or Contract.

Ask for your VA to provide you with her work-for-hire or retainer agreement for your review. If she doesn’t have one be prepared to furnish your own independent contractor agreement. You can find several free versions on the internet for download.

§               Make sure the agreement contains the following:

§               Services to be provided by the VA

§               Fees for service(s) and how those fees are billed (by the hour or by the project)

§               Terms of payment to the VA

§               Accepted payment methods (Paypal.com, company check, etc.)

§               Cancellation clause for both parties

§               Confidentiality clause

§               Term of contract (usually one year)

§               Relationship of both parties such as VA is independent contractor for client. Client is not responsible for taxes or any other benefits to VA. (Check with an attorney for the appropriate language)

© 2007 Cheryl K. Callighan, MVA, owner of eOffice-Virtual Assistants LLC providing administrative and secretarial services to small businesses and entrepreneurs and the University of Virtual Assistants where she assists new virtual assistants through online training. She has over 30+ years of administrative experience and 18 years as a virtual assistant. Contact: Cheryl@eOffice-VirtualAssist.com * Cheryl@UofVAs.com. Websites: www.eOffice-VirtualAssist.com * www.UofVAs.com.

The Best 8 Reasons to Hire a Virtual Assistant

It’s been almost 10 years since Thomas Leonard, coach and founder of Coachville.com, coined the term “virtual assistant”. In that time the virtual assistant industry has exploded as the best source for small business owners and entrepreneurs to hire business support personnel.

Small business owners and entrepreneurs with limited budgets but an overriding need for support services have found virtual assistants to fill every support aspect of their the business. Business owners have recognized the huge advantage for hiring virtual assistants who specialize in everything from administrative and office management, secretarial and clerical services, bookkeeping, web site creation and maintenance, copywriting, editing, proofreading, Internet research, graphic design, online marketing, real estate services, legal support services, podcasting to a variety technology services. The services are as endless as the needs of the business owners. 

Small business owners are drawn to the entrepreneurial spirit and creativity that virtual assistants possess. As business owners themselves virtual assistants can readily identify with the needs of business owners for the efficiency, productivity and economic considerations of running a successful business. Virtual Assistants often invest their entrepreneurial spirit and creativity in their client’s businesses because if their clients are successful so are they.

Below is a list of eight best reasons to hire a virtual assistant. These reasons have but one outcome for the small business owner/entrepreneur – increased efficiency and productivity = Success!

Efficiency:  

1.                  Virtual assistants call upon their real-world work experience and skills to support their clients. No training involved. Simply give your virtual assistant a project and let her do the work. No micro-management necessary.

2.                  Because virtual assistants work for many different clients they are masters of time management. Give your virtual assistant a project deadline and she will meet it.

3.                  Virtual assistants are detail oriented. You will spend a minimal amount of time discussing the re-discussing the specifics of project.

Virtual Assistants have above average administrative and secretarial skills such as:

a.       Keyboarding speeds above 80 words per minute

b.      2-5 years of grammar, punctuation and editing experience

c.       Superior customer service skills

d.      Excellent organizational skills, (not only for their clients projects but in organizing their own businesses)

e.       Extensive creative ability and superior problem solving skills

Productivity:

4.                  Virtual assistants utilize the current technology for the greatest possible efficiency and productivity. Virtual assistants are always looking for better ways to increase their productivity through continued education and sharing knowledge and information with other virtual assistants.

5.                  Because of their real-world work experience most virtual assistants bring a high quality of productivity into their business. They are multi-taskers by nature and have an exceptional ability for prioritizing tasks and getting them done quickly.

Virtual assistants are productivity driven and can perform simple, everyday tasks such as:

a.       Word processing

b.      Document formatting and layout

c.       Conversion to PDF

d.      Grammar, editing and proofreading

e.       Data base creation and maintenance

Time Management:

6.                  Virtual assistants are small business owners themselves. They recognize the need to efficiently manage their time in order to meet client deadlines and maintain their high standards for customer service for all of their clients.

7.                  Prioritizing and scheduling projects, either reoccurring or one-time, virtual assistants are master of the calendar.

Time management services such as:

a.       Appointment scheduling

b.      Calendar maintenance

c.       Calendar synchronization

d.      Tele-class, webinar or web-meeting organization, invitation and set up

Online Services:

8.                  The virtual assistant industry was born from the internet. Virtual assistants rely on the internet for their own marketing and business operation. They know the “how-to” of the internet. They can:

a.       Create and maintain websites

b.      Provide Internet research

c.       Online marketing venues

d.      Affiliate management

e.       Subscription management

f.        Article submission

g.       Auto-responder message creation, scheduling and delivery

h.       Shopping cart set up and maintenance

i.         Electronic newsletter production and delivery

j.        Podcast editing, mixing and posting

k.      Blog set up and maintenance

l.         Intranet set up and maintenance (using SharePoint Services, a Microsoft program or other free intranet programs)

Most small business owners will recognize the need to hire more than one virtual assistant to service the various sectors of their business. Not all virtual assistants offer the same services let alone the same skill and competency levels for similar services. Small business owners need to approach the hiring of a virtual assistant with the same planning they would use in hiring a fulltime in-house employee. It’s best to develop a profile of the specific service they are looking for, the benefits their business needs and the outcome they expect. Once they have clearly defined their needs they can begin searching for the perfect virtual assistant to fit that service.

Many of the virtual assistant organizations offer RFP services for business owners looking to hire a virtual assistant. Posting a RFP will minimize the business owner’s time in locating several qualified virtual assistants and help them quickly identify potential candidates.

To identify a perfect fit for both business owner and virtual assistant, consideration must be given to the following points: 

1.                  Time Zone. If a business owner needs someone available during their business hours then the virtual assistant’s time zone could play an important part in stable, timely support. Likewise, a virtual assistant in a different time zone could add additional hours to a business owner’s day.

2.                  Skills and Experience. Not all virtual assistants have the same skill level or experience. A business owner should ask for references and follow up with the references provided.

3.                  Length of time in business. Because the virtual assistant industry is relatively new, virtual assistants have varying lengths of time in their own business operation. Some virtual assistants have been in business for 15+ years and some only 2 to 6 months. If stability is important to a business owner this should be a consideration in addition to skills and experience.

4.                  Fees. Because virtual assistants are independent business owners and operate in a global economy they are free to set their own fees and create their own terms. A higher fee does not necessarily indicate a higher skill level. And a lower fee is not necessarily a bargain. Business owners need to strike a balance between skills and experience, their budget and the virtual assistant’s fees.

5.                  Agreement or Contract. Every good business owner knows it’s only good business to have a signed agreement or contract detailing the specifics of a business relationship. Virtual assistants know this too. Business owners should either have an agreement or contract that they can provide to the virtual assistant outlining the independent contractor relationship or review the virtual assistant’s agreement/contract. An agreement or contract should be in place before any work is delegated or completed.  

© 2007 Cheryl K. Callighan, MVA, owner of eOffice-Virtual Assistants LLC providing administrative and secretarial services to small businesses and entrepreneurs and the University of Virtual Assistants where she assists new virtual assistants through online training. She has over 30+ years of administrative experience and 18 years as a virtual assistant. Contact: Cheryl@eOffice-VirtualAssist.com * Cheryl@UofVAs.com. Websites: www.eOffice-VirtualAssist.com * www.UofVAs.com.

Why Continued Education for Virtual Assistants?

Because our target market (small to mid-sized business, entrepreneurs, independent professionals, etc.) is becoming more technology savvy than ever before. Computers are mainstream. Obvious, but true. How do we communicate with our clients? Via the Internet.  

Today’s clients are more likely well-versed in the typical Microsoft Office programs, Word, Excel, Outlook, PowerPoint, and Publisher. Maybe not as skilled or experienced as most Virtual Assistants but still they continue to obtain the rudimentary skills that serve them.  

Then their question becomes “Why pay someone $XX per hour when I can do this myself and save money?” It’s mostly about money and secondly about saving time. When our client/prospect is faced with spending money or spending time (if they think they can produce something fairly reasonable) they will choose using their time and saving the money.  

As a VA it didn’t take me very long to figure out my perfect client was about as tech savvy as I was. Having clients with a clue about technology simply makes working for them and communicating with them much, much easier. I like that.  

Then there’s the bigger problem. If your client/prospect knows as much as you do about the current software, hardware and technology, what are you going to sell them? What is your Unique Selling Position (UPS) going to be? Sure the old standbys could work,  “saving you time for your business” or “saving you money over hiring a full-time in-house secretary.” But what if their 14-year old daughter can put together a decent PowerPoint presentation? (My son was doing PowerPoint with audio for book reports at 9 years old.) What do we offer the client/prospect then?  

Well, that’s were continuing education or professional development comes into play. In order to provide value to our clients and prospects we need to be able to offer them services, skills and experience they don’t typically have (or have access to) such as creating a podcast for their web site, editing that podcast and maybe even uploading it to podcast a small business directory for marketing. Or maybe setting up a blog for them, complete with podcasts and RSS feed. Or maybe creating a package for their business consisting of a web site, blog, electronic newsletter and podcasts.  

Virtual Assistance is not just word processing any more! We need to seize technology and begin providing new services with a higher level of value to our clients and prospects. We need to keep abreast of the newest, latest and greatest technology not just for ourselves or to use in our own businesses but to sell to our clients and prospects. After all, the Virtual Assistant industry is literally founded on technology – computers and the Internet – we need to continue to carry technology forward, for ourselves, for our industry and for our clients/prospects.  

© 2006-2007 Cheryl Callighan, MVA, EOffice-Virtual Assistants LLC and the University of Virtual Assistants. All rights reserved.