Virtual Assistant Directory - Need a Virtual Assistant? Find a Virtual Assistant

Part of the allure of having a Virtual Assistant business is the fact that we can work at home. But as most VA’s will tell you (I’m guessing…) working at home has its pitfalls as well. The myriad distractions of working in a home office can not be ignored, but some smart time-wise strategies can help. Here are my top 5.

(1) Give yourself a work schedule.

When I first started in 1999, I had absolutely no formal work schedule and often felt like I was driving the bus from Speed – 100 mph and about to crash. So I created a very loose schedule that allowed for flexibility to meet the needs of my clients and my family.

I check my email first thing in the morning, before the kids get up, and make up a task list from any projects that have come in over night. I then leave the desk and get the kids ready for, and off to, school.

Once home again, I grab a coffee and settle in for a few hours of solid work time. I get my ongoing projects finished up, get a start on new ones, and schedule the activities needed for work in my Outlook calendar and task bar. Breaking projects down into steps is a tremendous help and putting deadlines on them keeps me in line.

I break for lunch and play with my 5 year old (who has an office with mine) and the dogs. We do some household chores, run errands, etc. over the lunch hour and get ourselves ready for the afternoon.

Tailor your schedule to how you like to get things done. Be mindful of your body rhythm – are you an early riser or a night owl? Schedule your hardest tasks for the time of day you feel most alert.

(2) Be selective about answering the phone.

If you are in the middle of a project that requires your undivided attention, let the answering machine get the phone. Schedule a phone call time, where you can return calls to clients or prospective clients once or twice a day, so you are not constantly interrupting your work flow.

(3) Set your email program to pick up mail every 30 minutes or so.

You are getting your email in a timely manner, but are not so tempted to check it every 10 minutes (classic newbie thing – been there, done that). No one is expecting a response within 5 minutes of sending their email, and if they are see number 4.

(4) Make sure your clients know your turnaround times.

Clients who are not familiar with the way a Virtual Assistant works may sometimes think that you are at their beck and call 24/7. For your own sanity, and theirs, make sure they know that emails are answered within XX hours, and your normal turnaround is XX days or XX hours. Try to discourage them from making everything “URGENT” by having a clause in your contract that sets a higher rate for urgent turnaround times (often less than 24 hours).

(5) Schedule down time.

Go for a walk. Sit on the deck. Getting out of the office/house for even a short time can recharge your batteries and give you the energy you need to grow your Virtual Assistant business.

Enjoy!

#####
Jill Chongva is a Virtual Assistant with over 21 years experience in the Administration field. Her Executive Support Services for small business owners assist solopreneurs in making the most of their time and relieving their stress.
Her company, www.vadiva.com, helps her use her talent for helping her technology challenged clients to become comfortable with new programs and challenges. She recently launched www.technogeekdiva.com as a resource for all those who experience the challenges of technology.

What software programs will allow you to be compatible with the majority of potential clients? What are the most popular programs? Consider this when making a purchase.

With both PC and Mac computers, along with all the different software programs, chances are you will not always have the same or compatible software as is being used by your clients. One of the wonderful things about the Adobe Acrobat program is that it eliminates this problem. It is truly a universal program that anyone can open!

We'll take a look at how this product can help bridge the gap between all the software programs. Virtual and universal go hand in hand.

What is the difference between Adobe Acrobat and Adobe Acrobat Reader?

Adobe Acrobat is the program that allows you to create PDF files (portable document format) from other documents. Both the PDF Writer and Distiller utilities are installed. PDF Writer is a printer driver that converts files directly to PDF from another software application. Distiller is a tool that converts PostScript files to PDF and provides a higher quality output however PDF Writer is faster and usually what is used.

Adobe Acrobat Reader is the free software that allows you to open and view PDF files but not create them.
Should I consider buying the Adobe Acrobat product?

This software is currently $249.00 US. While it is not cheap it is definitely worth the investment and an important tool in a VA's toolbox. Not only will you use it to send information on your business to people but your clients as well may need you to use PDF files. At some point I recommend you budget for this purchase, it is well worth it!

In the meantime if you cannot afford to purchase the software you can subscribe to their Adobe PDF Online Service, which offers unlimited creations at $9.99/month US or $99.99/year.
Can I change information in a PDF document?

If the document is created with PDF Writer then you can use the TouchUp Text tool to make small or minor changes. You may run into problems if you do not have the font that was used however you can select a different one to use if required.

You can also merge two PDF pages into one. See the question below for more details
Can I copy and paste information from a PDF document?

Yes you can by simply using the Text Select tool and highlighting the text you wish to copy or using the "Select All" option under "Edit" on the navigation bar. You can then paste the information into another software application.

While you cannot copy and paste text into a PDF document you can copy and paste objects, which may in fact be text. Using the TouchUp Object tool you can select pieces of text as objects and copy and paste them into another PDF document keeping in mind that they may paste over information in the original document but can be moved or the order arranged. This can be tricky and time consuming work so ideally if you have the information in something other than a PDF file all the better.
What are some other useful tools available?

Two of the features, I have found very useful, are the Highlight Text tool and the Notes tool. These are both especially helpful if you are editing a PDF document. You can both highlight the text and add a note indicating what needs to be changed or what you recommend should be changed. The person with the original document can then change it according to the highlighted text and the notes provided.

****

Mary-Lou Ashon successfully launched her Virtual Assistant company in 1997 and holds expertise in organizing information, creation and implementation of administrative procedures and marketing. She has proven that dedication, communication, loyalty and a flare for marketing are keys to developing successful client relationships. Mary-Lou has a keen desire to promote awareness of VAs as a career option both internationally and at home in Canada and has developed a cost effective, convenient and high quality training program which you can locate at http://vatp.ca/.

What do you do after your customer has purchased your product or service? Are missing out on future sales because you are not communicating with your customers and clients?

It's easy to turn these first time buyers into future clients with a little follow-up. Sending out a letter may seem simple, but it can do a lot to bring clients back and get those clients to refer you to new ones.

Most experts recommend at least a 10-10-10 pattern when following up with a customer. Send out your first letter within 10 days. In another 10 days, contact them again. Then in 10 days contact the customer again. If you send a snail mail letter for the first contact, you could use email or telephone for the following two.

Always have an offer or some other incentive that is time sensitive included in your letter. This creates a sense of urgency. It will get people to contact you because they don’t want to miss out. Use the same offer through all 3 letters with the wording becoming more urgent in each one.

The 10-10-10 method is also recommended for people who are inquiring about your products and services. Statistics bear out that all kinds of companies, who don't get back to people making inquiries, lose a customer. These clients tell other people about the bad service and businesses lose even more potential clients. It seems most businesses do not understand how important this is. It is a great way to make future sales and it also shows that you care about not only your clients, but your potential clients.

So what exactly should you put in your letter? Here are a few things that can be put into the first follow-up letter. The second and third contacts should contain the same information written in a fresh way.

1) A thank you; a heartfelt thank you for choosing your company for their purchase. A little appreciation goes a long way. You don’t have to gush, just state your thanks simply and to the point.

"Thank you for allowing us the opportunity of providing a great product to you. I am confident that you will be happy with your purchase and I appreciate your business."

2) A re-enforcement of why choosing your company was a great idea in the first place. This will cut down on "buyer's remorse". Help them to feel their purchase was necessary and buying from you was the only way to go.

3) A time limited offer. Offer them something to complement their original purchase. In the case of a customer who has already purchased your product or service, you could offer them a limited time offer on another one of your products or for your service in the future. Develop a sense of urgency so the customer acts within the “limited time”.

Each time you contact the customer, enhance the sense of urgency. The second contact should build on the urgency of the first and so on. The third time you contact them you can even say something like “Only 3 days left to take advantage of this great offer.”

4) Refer them to another product or service (not that of a competitor) that would complement their purchase. Suggesting other products shows them you not only care they bought from you, but that they are happy with their purchase. This could be an offering from an affiliate program you belong to so that you can still make money.

5) Ask for referrals. A simple "If you like our service tell others, if you didn't tell us!" might be enough. You can offer a percentage off their next purchase for referring a new customer or a special offer for those they refer.

6) You should include a coupon for your services. You could encourage them to pass it on if they are not going to use it themselves. They may know someone who needs your services and this could mean the difference between their friend purchasing or not.

7) Attach a business card to the letter. This gives the customer something to give to someone else when they tell them about your company. You never know how many times that little card can get passed along.

8) Another option is to send a survey or customer feedback form. Again, offer some incentive to fill it out. It will give you both the bad and the good of the customer's experience with your company. This will give you information to use in your next contact letter.

Contact your clients. Make them loyal clients who keep coming back for more and bring new clients with them.

Many Virtual Assistants, myself included, chose this profession as a way spend time with our families. By being a VA, we have the opportunity and flexibility to be there for all the important events and happenings of our children (and grandchildren). As parents we don’t worry our children will take their first steps at daycare and as our children age and begin school we are the last face they see before they go to school and the first face they see when they return. How many of us have truly stopped to remember this and how many of us are taking this for granted each and every day?

Recently I attended a networking event where another business owner spoke about someone who worked in their office who had actually suffered a heart attack and died. This man left behind a wife and two small children. What struck a cord with me was the age of those children as they are the identical ages of my two children. It made me stop and really take a good long hard look at my business. Had I taken the time to set up my business so that I could stop putting in so many long days and truly take the time to enjoy my children? The answer for me was yes. I had taken the time, but I wasn’t following through on all those things I had established to allow my business to thrive with or without me. For me, the wake up call was that I needed to not only establish these things, but follow through on them as well. Have you set up your business to run on “auto-pilot” if need be?

If not, you are definitely not alone. Here are just a few tips on things you can set up for your business:

Set a Schedule and Stick to It
Find work times that work best for not only you, but also for your family. Make sure you are not scheduling work time during important family time. Work while your children are sleeping or at school and then make sure the time they are home is filled with quality family time. Don’t ever go outside this schedule because doing so will only mean taking time away from your family; time you can never get back.

Establish Your Own Business Team
Take the time to find several other VAs willing to assist you with the overflow. Don’t stick to having one or two VAs – but have a whole entire team ready and able to assist you at a moments notice. This will ensure you are never stuck doing a project because a “subcontractor” is sick, unwilling or unable to assist you. If the first can’t help you have others lined up that are ready, willing and able.

Document Your Business
Take the time to document how you do business and what level of service you expect your clients to receive. By having every facet of your business documented it becomes possible to “hand over the reins” at any time to any person with confidence that they will not only perform exactly as you would, but that your clients will receive services in a manner they have become accustomed and you would expect.

If you were to travel twenty years into the future, how many people would say “I wish I spent more time with my family”? Don’t let yourself be one of those people. I am sure that there won’t be too many people walking around saying “I wish I spent more time at work”!

****

ABOUT THE AUTHOR:
Yvonne Weld is the owner of ABLE Virtual Assistant Services and offers administrative and bookkeeping support to busy solopreneurs. She is also the author of The Ultimate Guide to Creating a Thriving Business and Managing Your Thriving Business for Success. For more information and for your free downloads, visit her Web site at http://www.yvonneweld.com

I've seen Virtual Assistants' rates range from $15 to $70/hr., depending on the VA's experience, specialty, location, and the project. One of the most common concerns with a new Virtual Assistant faces is what to charge for his/her services. A common mistake made by new Virtual Assistants is underestimating the value of their services. The more specialized your service is, the more you may be able to charge for those services.

Here are some guidelines for setting your rates:

Peek in on your competitors

Visit other Virtual Assistants' websites to see what they are charging for similar or the same services. Look for areas you can improve and perhaps provide a service that they don't. Find your USP (Unique Selling Proposition or Point). In other words, what sets your business apart from others’.

Calculate your expenses

Your price should at least cover your expenses. Expenses can include but are not limited to:

* Your Time (Yes, I said your time)
* Office supplies, Equipment, and Software
* Marketing (Online and Offline)
* Rent/Mortgage Utilities (Electricity, Gas, Telephone, Water, etc)
* Taxes
* Insurance (Business, Health, etc.)
* Web Hosting and Web Maintenance
* Travel and Transportation
* Continuing Education

These are just a few that I can think of off the top of my head. Once you have calculated your expenses, you will have a general idea of what you need to cover them. Of course you don't want to just cover your expenses, but make a profit as well.

Price your services according to your target market

Your target market is another factor to consider before setting your virtual assistance price list. If you target business executives, then naturally you could charge them more than you could college students. Why? Well...college students may be on tight budgets, work part-time, and/or may still be depending on their parents for financial assistance. Business executives are pretty much established and tend to have bigger budgets. Do you catch my drift?

Price your services according to supply and demand

If you provide specialized services and the demand is high but the supply of VAs offering the same services is low, you can charge more for those services. However, if the supply is high, you may want to consider being more competitive with your prices. If you want to lower your prices and still make a profit, you will also want to cut your expenses.

After considering all of the above, it should give you a general idea of how to set your virtual assistance price list. This is just a basic and general guideline so nothing is set in stone. :)

****

If you're an aspiring Virtual Assistant, claim your free e-report "Virtual Assistant Business: A Basic Guide to Start Your Own" at http://www.virtualassistantbusiness.com. VirtualAssistantBusiness.com is a resource site for current and aspiring Virtual Assistants.

India Jordan is the owner and founder of VirtualAssistantBusiness.com. To learn more about other Virtual Assistant Training programs for aspiring and current Virtual Assistants, visit us today.

Are you a source of resources for your clients? Be resourceful.

One of the things I have learned over the years is that my clients rely on me as their VA to have resources available for them to use in their business. They want to know about the cheapest long distance plans or the best web site hosting companies. Each time either myself or a fellow VA found a resource I could use with my clients I made note of it. This list grew and expanded over the years so I thought I would share some of them with you.

Where can I find information on intellectual property, copyright, patents and trademarks?

I have several web sites for Canadians and the US that detail information fees and differences between these items. Educate yourself on this information so you can understand the issues clients may be facing. For Canada go to http://strategis.ic.gc.ca/sc_mrksv/cipo/welcome/welcom-e.html and for US copyright visit http://www.copyright.gov/ and for intellectual property, patents and trademarks go to http://www.uspto.gov/index.html
What can I use to manage birthday reminders?

A really great free site to manage your client's or your birthday reminders is http://www.birthdayalarm.com/Default.jsp. It allows you to input multiple names and dates as well as an invitation feature that you can send to individuals requesting this information. You can set it up to have reminders sent to you via emails at various time intervals. For example the first reminder one week out and the second at two days prior.
Where can I find an online resource for doing surveys??

I use a free version of Zoomerang. There are some limits to the free one such as you only have access to results for 10 days but I have never had a need for anything more. You can really customize not only the questions but also the background colours and how you send the survey out. You can find them at http://www.zoomerang.com/login/index.zgi. Another one is Survey Monkey at http://www.surveymonkey.com/.
Who is the best web site hosting company to use?

There may be a lot of debate over this issue and everyone will have their favourites however if you are not sure or want to explore other options then http://www.tophosts.com/ is the site to go to. In addition to the US they have links (check the flags on the top right hand corner) for Australia, Canada, Deutschland, France, and the United Kingdom.

What is a good resource for sharing calendars, documents and contacts with my clients?

While I have not used all of these services they have been recommended to me or researched and are worth checking out as an option for working with your client. Pricing and storage space varies so be clear on budget and space requirements. The one I have used and felt was a very powerful tool is http://www.intranets.com/. Also go to http://www.hotoffice.com/ and http://www.calendars.net/.

****

Mary-Lou Ashon successfully launched her Virtual Assistant company in 1997 and holds expertise in organizing information, creation and implementation of administrative procedures and marketing. She has proven that dedication, communication, loyalty and a flare for marketing are keys to developing successful client relationships. Mary-Lou has a keen desire to promote awareness of VAs as a career option both internationally and at home in Canada and has developed a cost effective, convenient and high quality training program which you can locate at http://vatp.ca/.

There are a lot of factors that should play into your business, like helping out another virtual assistant or a client of yours. Sharing the programs, software, and websites that you find helpful is only going to increase your reputation as an entrepreneur.

Knowing how to navigate the information you decide to share makes you even more resourceful. It shows your clients and other VAs that you know what you’re talking about! If you prove that you have expertise in those types of areas, they might even ask you about other areas of business. Word will spread that you are a savvy entrepreneur!

Here is a short list of some of the programs I use on a daily basis:

- Adobe Photoshop
- Macromedia Dreamweaver
- Smart FTP
- Mozilla Firefox
- Internet Explorer
- Microsoft Office (all programs)
- Messengers (Skype, Yahoo!, MSN)
- FeedDemon

All of these programs are important in my virtual assistance business and if you haven’t tried some of them, maybe you would find them as helpful as I find them. Every virtual assistance company differs, so maybe some of these programs won’t help you at all.

I honestly recommend FeedDemon to all virtual assistants. I have about 25 – 30 of my favorite sites on my FeedDemon and it allows me to see their websites right in this program. I can comment directly on their website right through this program. It’s easy and cheap. Commenting on other virtual assistants blogs will allow you to get free publicity as well for your virtual assistance business. It’s that easy!

I am going to be creating a resource page in the near future to better YOU! So stay tuned for a full detailed list of the programs and websites that I use on a daily basis!

Looking forward to sharing many successes with you!

****

Trina Lamarche
Efficient VA

Want To Use This Article In Your Ezine or Website? You have my permission, as long as you include this complete blurb with it:
Trina Lamarche (Efficient VA) started her virtual career three years ago by helping launch and setup Business Services, ETC, a virtual assistance firm. After two years working for other people, she realized what she really wanted to do; become an owner of her very own virtual assistance business. In the past year, she has been working part-time as a ‘Virtual Assistant’s Assistant’ (a term she coined while working on client work one evening.) Always the overachiever, she decided to open a second virtual assistance company, Efficient Virtual Assistant (EVA), working directly with clients. Contact her at info@efficientva.com.

A library of books can lead to a library of knowledge.

While there are not a lot of books that have been written by VA's for VA's given that the profession is still fairly new. There are additional resources out there for us. Are they of value? I'll let you be the judge of that however, there may be just the book you are looking for to support you in your business. Knowledge is strength!

Is there a book that will help me get ready to start a VA practice?

This book provides new or interested VA's with a basic introduction to the profession and about setting up a practice. Topics include "Why Launch a VA Practice?", "Assessing Your Skills," "Startup Costs," and "Setting Up the Home Office." Reviews have been mixed, either loving it or hating it.

The Virtual Assistant's Pre-Launch Manual and Workbook
by Christine Durst, Michael Haaren

* Spiral-bound: 35 pages
* Publisher: eEntrepreneurship Publishing Co., LLC; (August 2000)
* ISBN: 0970645716

Are there any other books to help me get started?

Yes. This book covers the how tos of starting a business including business and financial planning, determining rates, specialty services, VA training, etc. It also offers information on domain registration, creating your web site, and how and where to find clients. All the latest information, links, resources, and tools are available. One review provided listed was excellent.

Up Close & Virtual: A Practical Guide to Starting Your Own Virtual Assistant Business, Second Edition
by Diana Ennen, Kelly Poelker

* Paperback: 242 pages
* Publisher: Self-Published; 2nd edition (August 2003)
* ISBN: 0974279021

Is there a marketing 101 book available for VA's?

Yes. My friend, confident, and fellow VA Michelle Jamison has written a book to specifically address this important issue. She will walk you through creating your company identity, your marketing kit, advertising, online marketing, networking and building community, referrals and creating a marketing plan. A must have for marketing! No reviews available.

The Virtual Assistant's Guide to Marketing
by Michelle Jamison

* Paperback: 169 pages; Dimensions (in inches): 10.50 x 0.50 x 8.25
* Publisher: Word Assn Pub; (October 1, 2003)
* ISBN: 1932205675

Is there book that will support me with building my client base?

This book is volume two of "The Virtual Assistant Series(tm), and provides practical guidance for the startup-stage VA. Topics include "Charting a Marketing Strategy," "Elements of an Online Marketing Campaign," and "Finding Local Clients -- Growing Your Business the Non-Virtual Way." (Includes diskette with essential forms.)" Reviews were excellent!

The Virtual Assistant's 'Building Your Client Base & Marketing 101' Manual and Workbook
by Christine Durst, Michael Haaren

* Spiral-bound: 51 pages
* Publisher: eEntrepreneurship Publishing Co., LLC; Bk & Disk edition (October 2000)
* ISBN: 0970645724

Is there a book that will help improve the success of my business?

"The book covers all the business nuts and bolts including business and financial planning, pricing your services, billing, and setting up your business. Plus, it offers information on creating your web site, daily operational procedures and most importantly, how and where to find clients. Discover how to put your existing skills to work for clients around the globe and apply them across many different industries." No reviews available.

Virtual Assistant, The Series: Become a Highly Successful, Sought After VA
by Diana Ennen, Kelly Poelker

* Paperback: 248 pages; Dimensions (in inches): 11.00 x 0.52 x 8.25
* Publisher: Another 8 Hours Publishing; (August 30, 2004)
* ISBN: 0974279056

****

Mary-Lou Ashon successfully launched her Virtual Assistant company in 1997 and holds expertise in organizing information, creation and implementation of administrative procedures and marketing. She has proven that dedication, communication, loyalty and a flare for marketing are keys to developing successful client relationships. Mary-Lou has a keen desire to promote awareness of VAs as a career option both internationally and at home in Canada and has developed a cost effective, convenient and high quality training program which you can locate at http://vatp.ca/.

Boundaries are what keep you safe from the behaviours of others. How safe are you?

One of the things I had to learn early on in my business was to be able to set up boundaries. I sometimes found this difficult and challenging as it went against my helping and supportive nature. What I learned was that in order to be able to effectively help my clients I had to have the space to do that. That meant setting boundaries for individuals who tended to drain my time and energy. Getting clear and focus was the key.

What exactly are boundaries?

Boundaries are like imaginary lines we draw around ourselves to protect what’s important to us. They are about what we do not allow others to do to or around us. Everyone’s boundaries are unique to them and what is important to you may not be important to someone else. It is a very personal journey.
What are the benefits of having boundaries?

When you have healthy boundaries in place you will attract those people who have similar respect for themselves. They understand and respect other people’s boundaries. You will have more room to learn and grow when you are not being drained by other people’s energy. You will have more confidence as a result of setting boundaries as they will help define who you are as a business owner.
Why are boundaries important to running a business?

There are several reasons. When you are working from home family and friends may take your work as serious and feel it is okay to interrupt or make requests of you when you are working. Clients may feel they have access to you anytime they call you regardless of business hours or other commitments (be careful of too many last minute requests). They may not respect you as a peer treating you as less than. You will end up attracting needy and disrespectful clients into your practice and not your ideal clients.

Boundaries will help you make the shift from employee to entrepreneur.
What do I need to know about setting boundaries?

When setting boundaries you first need to decide what is and is not acceptable behaviour for you. Only you will know what this is. You will then want to set the boundary much larger than you need. For instance if the behaviour you are no longer willing to tolerate clients taking advantage of you then the boundary would be clients must appreciate what you do for them. And it is a must!
How do I ensure my boundaries are respected?

Only you can protect your boundaries however communication and education are the keys. Don’t expect people to just understand what your boundaries are. Explain to them what the boundary is and what the acceptable behaviour is around that boundary. Be very gracious when doing this speaking with a neutral charge to your voice. Also learn how to say no!

Setting and protecting your boundaries is a learning process. At first it may be very awkward or you may extend your boundaries too far. With time, practice and fine-tuning your boundary work it will become a very natural experience for you and the rewards are tremendous!

****

Mary-Lou Ashon successfully launched her Virtual Assistant company in 1997 and holds expertise in organizing information, creation and implementation of administrative procedures and marketing. She has proven that dedication, communication, loyalty and a flare for marketing are keys to developing successful client relationships. Mary-Lou has a keen desire to promote awareness of VAs as a career option both internationally and at home in Canada and has developed a cost effective, convenient and high quality training program which you can locate at http://vatp.ca/.

No one takes the leap to business ownership and a VA practice wanting it to be minimally successful. Fortunately, extraordinary success, is only as far away as the kind of investments you make in your relationships with clients. Investments made pay off in HUGE ways, such as referrals to other fabulous clients, and increased value in the eyes of the clients, leading to increased fees.

Here are some ideas for things you can do to blow the roof off the value you create for your clients.

-=- Be a valuable resource -=-

Even if you learned 100 things each day, you could still never know how to do everything. Given that, it stands to reason that you won't be able to do everything clients need. Consider that there are bound to be things you don't do well, or that you can do, but simply don't enjoy and don't want to do, and you'll quickly see gaps appear in your service offering. Believe it or not, that's ok; it doesn't matter that you can't do it all, if you can get it all done. And you can get it all done, if you fill your gaps with fabulous resources.

Be innovative. Think outside the box. Come up with things clients would never have thought of. Become a collector of experiences; each one you have contributes, in some way, to what you can offer your clients. Pay attention as you move through your life -- you never know when you'll see, hear, or learn about something that will help a client tomorrow, next week, or next month.

Find others to call on who have mastered what you don't do. Then, go beyond that, finding resources for just about anything a client could ever ask for. Build a resource file that's full of terrific people, services, and products so that no matter what a client wants or needs, you'll be the person to turn to.

Be an ace problem solver and a grade-A opportunity seeker. In everything you do, ask yourself, "Who do I know who needs to meet my client, and what can I do to support my client's success?" Whenever you have the chance to be an advocate for your client's business, do it!

-=- Do far more than you need to, and far more than is expected -=-

Like all relationships, those you have with your virtual clients need to be nurtured. Do more than your share to model for the client the way you want to be treated. Add value just for the joy of it. Keep your clients in your mind at all times, and give, even when you don't have to. There's amazing power in doing the unexpected. For instance, if you see something you think your client would appreciate (i.e., a newspaper or magazine article, a URL to a helpful website), make a note, and then send it, or mention it to the client. When you have some free time, consider calling a client and saying, "I have 30 free minutes. What are the top three things you can't get to right now? I'll handle them for you immediately so you can focus on more important things."

At least weekly, ask what more you can do, how you can serve your clients better. You aren't a mind reader, and there might be things you could do that are important to them that they've simply been too busy to mention.

The kind of nurturing involved in doing more than you need to or than is expected is extraordinary -- not just in virtual relationships, but in all relationships. Make it the norm for you and watch what happens.

-=- Play BIG -=-

When you challenge yourself to be more than you think you can be, you're playing big. That growth allows you to always offer more to your clients than they expect, and keeps your business fresh. Consider what you might need to do; how you could challenge yourself to play bigger in all aspects of your life. You and your clients will win from your efforts.

-=- Include your client -=-

The lone-ranger approach doesn't work in virtual relationships because it's antithetical to collaboration, and collaboration is the heart of virtual relationships. There is no way to be a Lone Ranger and a terrific partner to your clients at the same time. So, whatever tendencies you still have left from the corporate box, lose 'em -- and fast!

One of the most important components, instead, is that of inclusion. Asking for help, asking for advice even if you really don't need it, is sometimes a wonderful way of sending the message, "I know you want me to handle this, but I really want to be sure you're ok with what I'm doing -- I wanted to include you in this." On another note -- if you have to worry that your client doesn't want to be included, ask yourself if that's a client you really want to be working with. Great clients don't ask you to take responsibility for things they should be responsible for, and should always be delighted to collaborate with you.

-=- Be available, engaged, and passionate, and put people before tasks -=-

My VA, Marie Schulz, CPS, CMVA, is always available to me when I need her. Although she has a full practice, she makes me feel as though I am the only client she has, or that of all her clients, I matter most. I'm not, and I don't; I know some of her other clients -- they all feel the same way. It's still an extraordinary feeling to know that I'll get what I need, when I need it, and I'll get it from someone who is incredibly engaged and passionate about my business. Although she's never been able to explain how she does it, over time, I've realized that, for her, people come before tasks. Remember that; it's huge.

Marie can always find the time to do things. If I call, or ICQ, it's because I need something from her. And she takes the time away from whatever she's doing to pay attention to me. It makes me feel like a million bucks and incredibly well cared for.

-=- Believe -=-

Great partnerships trust. There's a bedrock of faith in each other, and of the combined efforts. Always do the right thing, and believe that your client is doing that, too. Nothing puts a damper on what virtual partners can do together like disbelief; it's the precursor to distrust, and that will kill the relationship completely.

-=- Model great standards -=-

Your having great standards actually is an investment in the relationship with your clients. It sends a message that you take care of yourself, and leads them to think that if you can take care of yourself, you'll always take care of them.

-=- Be generous -=-

With compliments, with your attention, with your time, with small gifts (for holidays and no reason at all), with calls of encouragement, say "thank you" often, remember important days. Come from your heart to deepen the relationship.

-=- Be your client's greatest advocate -=-

Whenever you have the chance to talk about your client's business, do it. It's always easier to talk about someone else's business, and if you're working with the right clients and are passionate about the clients' work, you should have no trouble sharing that with others!

-=- Ask what M*O*R*E you can do -=-

Your clients are your customers. There's no way around that. If you've chosen wisely, and you have terrific standards in place, serving them well should be fairly easy. But ask them how you can serve them better from time to time. You aren't a mind reader, and there might be things you could do that are important to them.

If you're unsure about where to take your business next, or how to power-charge your success, consider what investing more in your relationships can do for your practice and your life. Give of yourself, and reap the rewards!!

****

Stacy Brice changes work and changes lives. She is a nationally recognized expert on 'virtual officing' and virtual work, and President and Chief Visionary Officer of AssisU, the premier organization training, supporting, coaching, certifying and referring Virtual Assistants. She can be reached via e-mail at stacy@assistu.com, by phone 866/829-6757 or on the web: www.assistu.com. Article originally appeared in OfficePRO, the publication of the IAAP (www.iaap-hq.org).

Virtual Assistance is a relationship based profession. What are you doing to develop your client relationships?

When first starting out with a new client trust needs to be built and the relationship developed. One of the unique things about being a VA is the type of relationship we do develop with our clients and the virtual nature of them. This can create certain challenges and in this edition of the Ask the Master we will explore some of the strategies and tools you can use to create close, lasting relationships with your clients.

How do I get started with a client relationship?

One of the first things you should do is set up regular meetings with your client. Weekly, or biweekly at the most, is ideal. Use these sessions to get to know the client, their communication style, their energy level, their expectations, their standards etc. Ask questions to clarify anything you are not sure about and listen very carefully to what is, and is not being, said.
What do I need to communicate to the client?

Be sure to establish any ground rules and boundaries you require of the client. Let them know what you expect from them. Remember you are a business owner and not an employee and you have the option about who you choose to work with and to support you in finding ideal clients.

Open and honest communication is critical right from the start. If your gut, instincts or intuition is telling you something is off, address it. If you have an idea or suggestion voice it.
How do I deal with learning curves with new clients?

Due to the wide variety of the nature of client’s businesses we are presented with continuous learning opportunities. Your client may have some concerns about paying for you to learn. Reassure them that you will not charge for learning curves that will benefit you professionally. Take these opportunities to develop your skills and expand the knowledge base you are able to offer clients. Do not let the almighty dollar rule your client relationships.
What can I do to support the development of the relationship?

Schedule regular debriefs with your clients. Debriefs are a useful tool to use with new clients that will allow you to discover what’s working, what’s not working and what opportunities are available to expand and develop your client relationship. Using this tool communicates to the client you value them and are focused on creating a successful partnership.
What other tools can I use to further the development of my client relationships?

If your client is open to it, schedule strategic planning sessions with your client that can be separate or incorporated with the debrief. Find out what your client’s current focus is in their business. What actions need to be taken to support reaching their goals? Map out monthly initiatives required to get there.

Keep track of these initiatives and review the results with the client. This will support both of you in identifying changes in directions required to reach goals. This will bring tremendous value to your client relationships.

****

Mary-Lou Ashon successfully launched her Virtual Assistant company in 1997 and holds expertise in organizing information, creation and implementation of administrative procedures and marketing. She has proven that dedication, communication, loyalty and a flare for marketing are keys to developing successful client relationships. Mary-Lou has a keen desire to promote awareness of VA\'s as a career option both internationally and at home in Canada and has developed a cost effective, convenient and high quality training program which you can locate at http://vatp.ca/.

I remember when I first started my business and I thought that business cycles would never affect me, but was I ever wrong. Maybe the Virtual Assistant industry is not subject to obvious cycles such as the construction industry, accounting industry and so on. However, each and every business is subject to cycles and we would be fooling ourselves if we didn’t plan for them.

Here are just a few business cycles that we should be aware of and plan for:

1. Seasonal Cycles
The weather can play a key role in cycles within your business. Are you busier in the spring and summer or in the fall and winter?

2. Economical Cycles
Spending can be very dependant on the economy on a whole. During economic booms people are more likely to spend their money openly, but tend to be a little more frugal during a recession.

3. Psychological Cycles
These cycles can include client behaviors and the way our clients are behaving or thinking at any given moment. If you are dependent on tourism dollars, what are your clients’ vacation trends like?

Of course, there are a number of different cycles and surviving them will be dependent on being able to identify what cycles your business is affected by. Thinking that cycles won’t affected your business is a grave mistake.

Finally, remember it is important to take a good hard look at your clients and determine their cycles too as they will affect us as well. If your biggest clients are students, are you likely to have sales in the summer when they have all returned home from their studies?

Planning for business cycles and staying one step ahead will be the best way that you can ensure that you have created a thriving business.

****

ABOUT THE AUTHOR:
Yvonne Weld is the owner of ABLE Virtual Assistant Services and offers administrative and bookkeeping support to busy solopreneurs. She is also the author of The Ultimate Guide to Creating a Thriving Business and Managing Your Thriving Business for Success. For more information and for your free downloads, visit her Web site at http://www.yvonneweld.com

You’ve made a big investment in your business. How well are you protecting your investment?

There are lots of things to consider and issues to address with running a business. We put our heart and souls into creating an aspect of ourselves that is professional, unique, fulfilling and financially viable. In addition we are responsible for the safeguarding of client information and/or product(s). And all of this is most likely taking place in our home. We need to take precautions to protect our investment. Let’s consider what some of those precautions may be.

Do I need insurance?

I recommend every VA have business insurance for their company. You want coverage not only for your computer but also your peripheral equipment, software, and office supplies. Consider what you would need if you had to start from scratch and include all those items in your coverage. Take a careful look around your office; you will probably be surprised at how much stuff you do have.

You want to explore various policies and their coverage. For example what if your laptop is stolen from the airport? Is that covered? What about a flood in your home caused by a sewer break? The cost of a policy obviously depends on the company and the coverage however it should be in the ballpark of $400/year. Definitely a worthwhile investment.
Can I just use my home insurance?

You need to make sure that your home insurance will cover items belonging to a home based business. Your home insurance may cover some but not all of your assets. Check to see if they can add an addendum to the policy to specifically cover the business items. Don’t assume your home insurance will cover what you need for your business.
What else do I need to consider?

While insurance may cover the products you own it will not cover the data you have. Often your data is more valuable than the physical items as it’s hard to put a price on time, research and creativity. Losing your data is more likely to put you out of business.
How can I protect my data from disasters such as fires and floods?

Obviously backing up your data is critical for preventing data loss in the event of a computer crash however how do you protect the back up copies? Several options are available. You can back up your data onto a secure server on the Internet. You can store your back ups off site at another location or you can purchase and store them in fire and water proof containers in your home.
What about someone stealing my computer?

Having someone steal computer means they may have or gain access to confidential information, both yours and client’s. There are a couple of things you can do to try to prevent the data being accessed. First by making sure your computer is password protected, and in addition, any area of the computer where sensitive or confidential information is stored also be password protected.

Obviously home and car security may prevent the theft occurring in the first place so be sure to explore your options for protecting your investment.

****

Mary-Lou Ashon successfully launched her Virtual Assistant company in 1997 and holds expertise in organizing information, creation and implementation of administrative procedures and marketing. She has proven that dedication, communication, loyalty and a flare for marketing are keys to developing successful client relationships. Mary-Lou has a keen desire to promote awareness of VAs as a career option both internationally and at home in Canada and has developed a cost effective, convenient and high quality training program which you can locate at http://vatp.ca/.

Knowing how much to charge for your services is something every new VA struggles with. And even those who have been operating for awhile. It often comes down to confidence in your own abilities and the confidence instilled in you by your clients as your business develops.

I saw a great quote recently that I thought I’d share with you that may help put things into perspective as you work out rates that are right for you.

From Harry Beckwith’s great book ‘Selling The Invisible.’

A woman was strolling along a street in Paris when she spotted Picasso sketching at a sidewalk café. Not so thrilled that she could not be slightly presumptuous, the woman asked Picasso if he might sketch her, and charge accordingly.

Picasso obliged.

In just minutes, there she was: an original Picasso.

“And what do I owe you?” she asked.
“Five thousand francs”, he answered.
“But it only took 3 minutes”, she politely reminded him.
“No”, Picasso said. “It took me all my life”.

MORAL: Don’t charge by the hour: Charge by the years.

Whilst it is important that we don’t overcharge for our services, it is equally important that we don’t undersell our services. Many (new) VAs lower their rates just to get the work and this particularly happens if they register with some of the freelance listings on the web. But this causes two problems: 1. clients get a false idea of what the service is really worth, and 2. it devalues our industry and causes strife for many VAs.

Don’t do it - don’t undervalue your work and your worth in your anxiety to get work. It will happen but you need to maintain a professionalism and keep your dignity. Raising your rates later because you realise that you’ve been charging too low is not an easy thing to do as you’ve established an expectation with every client who has already had contact with you. Further, if you later get so busy that you need to outsource to other VAs you’ll find this difficult to do as there is no margin to work with and it will be hard to find others who will agree to work at the rate you’d already set. KMT

****

Kathie M. Thomas, AFAIOP, MVA, ASO is the founder of "A Clayton's Secretary", a Virtual Assistant Network with members in many countries. Dedicated to teaching others about operating business over the Internet, Kathie is a multiple award winner as both a Secretary and Virtual Business Operator, and has over 30 years\' experience in the secretarial/administrative field. She registered her business in March 1994 and is one of the senior VAs who launched the industry globally. http://www.vadirectory.net.

How strong is your foundation with new clients? The stronger the foundation the taller the building that can be built.

Without exception every VA should have a formal signed agreement or terms and conditions with every client. Hard line? Perhaps, however, if you have an opportunity to define, clarify and communicate expectations and boundaries right from the beginning why would you not take advantage of that opportunity? Avoiding future misunderstandings and start with a solid foundation on which to build your client relationship.

What are the main components of an agreement?

In your agreement you should cover confidentiality, privacy issues, your status as an independent contractor, ownership of intellectual property and ideas, safeguarding client information such as back ups and storage, and financial information such as pricing and payment policies and expenses.
Why is it important to have my status as an independent contractor included?

This is to protect your client relationship from being considered an employee/employer relationship by the government, which may cause implementation of income tax deductions, vacation pay and other contributions required by the government. It protects your status as a business owner versus an employee for all the reasons you became a business owner.
What is the difference between confidentiality and privacy issues?

Confidentiality deals with the safeguarding of all information revealed in a client relationship (for more information see the July 2005 issue of Ask the Master. ) while privacy deals strictly with personal information of clients or their clients such as name, address, phone number, email address etc. Privacy is especially important to Canadian VA’s in light of the Federal Personal Information Protection and Electronic Documents Act (PIPEDA) implemented by the Canadian government in January 2004 (for more information visit the Government of Canada Privacy Legislation web site here. ).
How do I set up the information in my agreement?

Remember you first of all want to alleviate or minimize any client concerns so put the items of most importance to your client such as confidentiality and safeguarding information at the beginning of the agreement. List them in order of importance to your client. This indicates they are important to you and you care about the relationship.
What else is important about agreements?

Remember you are a business owner and not an employee and as such need to reflect that in how you do business. The agreement is an indication of your professionalism and that you take your business seriously. If you do not utilize an agreement ask yourself if really want to be a business owner or if some fear is standing in your way.

****

Mary-Lou Ashon successfully launched her Virtual Assistant company in 1997 and holds expertise in organizing information, creation and implementation of administrative procedures and marketing. She has proven that dedication, communication, loyalty and a flare for marketing are keys to developing successful client relationships. Mary-Lou has a keen desire to promote awareness of VA\'s as a career option both internationally and at home in Canada and has developed a cost effective, convenient and high quality training program which you can locate at http://vatp.ca/.

Confidentiality is a key to developing trust. Are your clients confident you protect their confidentiality?

When you begin working with a client trust is a key issue. Clients may be concerned their privacy will be jeopardized with respect to information concerning their business. With both new and existing clients it is imperative you respect that trust and treat in confidence all information given to you. Let’s discuss the issue of client confidentiality.

What is the best way to address confidentiality with a client from the beginning?

With every client you should have a signed agreement or terms and conditions. This sets out the guidelines for how the relationship will work and an important piece of that is a clause on confidentiality. Put in writing the understanding that you will be obtaining private and privileged information about their business and you uphold to keep that information confidential. Ease their concerns that this information will be used in any other way other than the performance of duties.
What things are considered confidential?

Database contacts, financial information including but not limited to credit card numbers, bank account numbers, balance sheets, profit and loss statements, user names, passwords, intellectual property, product content, supplier discounts, business agreements, proposals, marketing plans, etc.
What may not be considered confidential?

Things that you may use for the client but are not specific to them and can be used with other clients. Resources such as long distance plans, web sites, service providers (as long as it does not present a conflict), information copyrighted by others i.e. assessments, standard industry forms or articles, systems and processes created and used by you in the performance of tasks along with ideas or suggestions you make.
What can I do to ensure I don’t breach my client’s confidentiality?

Be sure to discuss and outline ownership of any plans, designs, or ideas in your agreement. Some things, including those mentioned above, may fall into a grey area depending on yours and the client’s perspective. Any time you are unsure or feel strange or funny about something talk about with the client prior to making a decision to share something. Better safe than sorry and you want to protect and preserve your client’s trust and your relationship with the client.
What should I do if it accidentally happens?

If you do inadvertently share something confidential about your client be sure to discuss this with the client. Always take responsibility for your actions and be honest with your client. While you may still end up losing the client better to have done that with integrity than dishonesty.

Also speak to the individual with whom you shared the information and inform them of your error and ask that they do not under any circumstances share it with anyone else.

****

Mary-Lou Ashon successfully launched her Virtual Assistant company in 1997 and holds expertise in organizing information, creation and implementation of administrative procedures and marketing. She has proven that dedication, communication, loyalty and a flare for marketing are keys to developing successful client relationships. Mary-Lou has a keen desire to promote awareness of VA\'s as a career option both internationally and at home in Canada and has developed a cost effective, convenient and high quality training program which you can locate at http://vatp.ca/.

Is coming up with content for your website like staring at a blank page? Generate ideas for content for your site by following this plan.

1. Get ideas from other Virtual Assistants' websites.
Go to Google.com and type in "virtual assistant", or look in the IVAA directory at http://ivaa.org/IVAA/memberDir.php. Don't be tempted to copy text directly; it may come back to haunt you!
ACTION: List page headings and topics or other ideas you like.

2. Use keywords in your text.
If you wanted someone to find your site in Google, what words or phrases do you think they would type in? Incorporate these keywords often in the text and paragraph headings of your website.
ACTION: Make a list of key words and phrases you will use throughout your site.

3. Write with your client in mind.
Who is your ideal client? Think about what type of business he or she owns, what his or her biggest needs are, what challenges he or she faces day to day. Make it obvious why you can solve his or her problems.
ACTION: Describe the type of client you would like to have. How can you make your website speak directly to him or her?

4. Write as if someone will only scan your page.
You only have a few seconds to grab a reader's attention. Each page should contain lots of white space, 2-4 paragraphs, bulleted and numbered lists, short sentences, headings that stand out, and a few images.
ACTION: Check your pages for short, concise content.

5. Personalize a bit.
Your clients will come to trust and rely on *you*. You are your "brand." Your temptation may be to make your business sound big and successful, but really your prospects want to know about you and your background and your personality.
ACTION: Find a picture of you, write a bio, or post some fun facts about you.

6. Give someone a reason to come back in the future.
Consider keeping your content fresh with: articles, a contest, current events, a free report, interviews or success stories of your clients, a newsletter, product comparisons, resources and useful links, a survey and survey results, a top 10 list, or a tutorial.
ACTION: Choose 2 things on your website that you will update on a regular basis, and schedule time next month to update them.

****

About the Author

Angela Green is the author of "The Virtual Assistant's Start-Up Manual: A 30-day plan to build your VA business." Sign-up to receive free weekly tips on how to jump-start your VA business at www.vamanual.com.

In today's business world they've become an invaluable tool for communicating business information as well as developing brand and name recognition.

What is a tagline?

Your tagline provides you the opportunity to capture the spirit of your business. It is part of your business identity that is unique to you and is meant to be used long term.

Some people confuse taglines with a slogan. The difference between them is a slogan is typically used with a single marketing campaign and a tagline is considered permanent.

You'll want to create your tagline early in your business so you can incorporate it into your logo, business cards, letterhead, and web site from the beginning. It plays an important part of your company identity and adding it later can be an unnecessary expense.

How can I create a tagline?

First consider what your target market is looking for. Next consider what you want to convey to them. What words will connect with them?

Brainstorm lists of words or phrases that communicate your message. Look up the words in a dictionary and thesaurus writing down different uses or words that convey your idea. Cut the list to your top favorites then play with the words in various combinations.

When you have a basic idea make sure it is in it's simplest form as these are the ones people tend to remember. Communicate your message quickly, using active verbs and fine tune it until you've got it down right. Make sure you can say it during a conversation without getting caught up on a word. If you do replace or move the word until it's perfect.

What else do I need to know?

Collect and pay attention to other company's taglines. What works and what doesn't work? Don't make your tagline too general but do keep it short. Ask strangers, acquaintances, and your target market what they think about upon hearing your tagline.

****

Mary-Lou Ashon successfully launched her Virtual Assistant company in 1997 and holds expertise in organizing information, creation and implementation of administrative procedures and marketing. She has proven that dedication, communication, loyalty and a flare for marketing are keys to developing successful client relationships. Mary-Lou has a keen desire to promote awareness of VAs as a career option both internationally and at home in Canada and has developed a cost effective, convenient and high quality training program which you can locate at http://vatp.ca/.

What’s the best way to put a jigsaw puzzle together? One piece at a time.

The thought of creating a web site can be an overwhelming project. However, like most things, when you break it down into smaller pieces it becomes much easier to manage. In this edition of the Ask the Master newsletter we are going to explore the steps and tips to creating a web site. We will assume you have your domain name, a web master, and your hosting company already in place.

I would like to acknowledge Max Kalles, Certified Professional Internet Consultant of WSI who donated his time and knowledge on a CVAN networking call and not only confirmed but added to my knowledge base on the subject.

What is the first thing I need to do when creating my web site?

The first thing you should do is to decide what the purpose(s) of your web site is going to be. What do you want it to do? Most have more than one purpose. Is it lead generation? Capture email addresses? Expand to an international clientele? Automate processes? Getting clear on this will help you to focus on the content and functions you want your web site to perform.
What would be the next steps?

When sitting down to create a web site the next thing you need to do is gather the content you want on the site. Pull together and review all of your current company information and marketing materials. This will give you a good base to start from. Ideally you would have already established a company image to create your materials so you will be utilizing what you already have.

Once you have all your materials gathered you need to decide what your main navigation items will be. These are generally standard items such as home, services, company info, contact us. Based on your materials and your purpose decide what will be the main areas of your site.
Do I just need to have a main navigation?

When starting out with your web site the main navigation is likely all you will need. However keep in mind that ideally your web site will grow and expand with time so you want to make sure the main navigation supports this. If you have information you want to highlight but does not warrant being on the main navigation see where it may be appropriate as a sub-navigation.

A good way to do this is to map out the site. Think of the way an organization chart looks and use that as a model for your web site. The more thought and planning that goes into the original design the easier it becomes down the road.
What do I need to know about my home page?

Your home page should be entirely focused on potential clients. Be sure that you address their needs. Do not provide your credentials on this page as you only have 5 to 7 seconds to grab their attention. If you have an intro on your home page keep it under 5 seconds. If you have a skip intro button on it then it is too long. Also be sure to update your home page frequently to increase traffic to your site.
What other tips will help me with creating my web site?

Include pictures on your site. Not necessarily pictures of yourself but pictures that relate to the message being portrayed on the site. Pictures are worth a thousand words. That said keep in mind that while Canada has a lot of cable modems other countries still have dial-up connections so be aware of load time. This is also true about using flash applications on your site.

Be sure to have a call to action on every page of your site based on your purpose. Make sure there is lots of white space, don’t overwhelm with too much information, keep it simple. Ask clients or potential clients what they would like to see on your web site.

****

Mary-Lou Ashon successfully launched her Virtual Assistant company in 1997 and holds expertise in organizing information, creation and implementation of administrative procedures and marketing. She has proven that dedication, communication, loyalty and a flare for marketing are keys to developing successful client relationships. Mary-Lou has a keen desire to promote awareness of VA\'s as a career option both internationally and at home in Canada and has developed a cost effective, convenient and high quality training program which you can locate at http://vatp.ca/.

Creating admin procedures for your business is essential and empowering. How empowered are you?

I remember getting 8 clients over a period of 2 weeks when I was first starting out. I was more scared than excited because I had no idea what my next steps were going to be with these new clients. Thank goodness my planning skills have improved since then! Let’s discuss creating administrative procedures for your business.

Why is it so important to have procedures in place?

A previous client told me that clarity is power. This statement has continued to have on impact on how I do business.

When we are not sure about what or how we are going to do something our insecurities and lack of confidence show up in subtle ways. By taking the time to get really clear on each step required for you to do business you eliminate fears and become empowered. It raises your confidence level, which increases your level of attraction and potential clients pick up on this. You have the ability to turn fears into confidence!
How do I go about creating my admin procedures?

Start out by simply documenting the steps you feel you need to take for each situation that may occur in your business. When the situation arises pay attention to the steps you do take or anything that may be missing from them. Continue to update your document to reflect the most current steps being taken. As the business grows or changes so too will your procedures. This is a work in progress.
What type of situations would I need to have procedures in place for?

General inquiries, potential client inquiries, client interviews, bringing on new clients, requesting testimonials, asking for referrals, obtaining feedback or debriefing with a client, ending a client relationship, requests by other VA’s for work, hiring an assistant, team member interactions etc.
Can you give me an example of what a procedure may look like?

An example for general inquiries:

1. Via email

* a. Send inquiry response template
* b. Customize highlighted sections i.e. name
* c. Send invitation to distribution list
* d. Send latest newsletter if appropriate
* e. Add to contact database
* f. Follow up after 3 days to ensure receipt and if any additional questions
* g. Follow up in additional 3 days and again in another 3 days if still no response
* h. If no response file in dead leads

2. Via phone

* a. Return call within 1 business day
* b. Request a time to set up a meeting
* i. Be prepared if ready to discuss immediately
* c. Offer to send additional information if appropriate
* d. Get permission to send invitation to distribution list
* e. Add to contact database
* f. Follow up after 3 days to ensure receipt and if any additional questions
* g. Follow up in additional 3 days and again in another 3 days if still no response
* h. If no response file in dead leads

To whom else is it important that you have admin procedures?

Your clients! It is just as important for you clients to have procedures set up to handle the situations for their business. This ensures consistency and quality of service. Documenting these for clients also provides a tool to use for vacation coverage or training.

****

Mary-Lou Ashon successfully launched her Virtual Assistant company in 1997 and holds expertise in organizing information, creation and implementation of administrative procedures and marketing. She has proven that dedication, communication, loyalty and a flare for marketing are keys to developing successful client relationships. Mary-Lou has a keen desire to promote awareness of VA\'s as a career option both internationally and at home in Canada and has developed a cost effective, convenient and high quality training program which you can locate at http://vatp.ca/.

When you create your virtual practice, chances are some of the reasons you'll be doing it are: more freedom, more control, more time with friends and family, more choices. In short, to have your work contribute to your living a terrific life.

Whenever I talk with new virtual assistants, the question comes up --- *how* do you get all those things when you have to do what the client wants. The answer is -- you first do what YOU want, and then attract to you the clients who think that's terrific. You run your business, it doesn't run you. The tail doesn't wag the dog. You put standards in place that dictate how you work and what clients can expect of you.

Think of the largest department store in your city. They have standards around what hours they'll work, the merchandise they sell, how they interact with customers, etc. And you are, or aren't, attracted to them based on those standards. If you are, great. And if you aren't, then you shop elsewhere. And you know what? That's just fine with them. Because they learned, long ago, what you need to learn as you start your own business:

You can't be all things to all people.

To try is to set yourself up for failure.

So, just how *do* you decide what standards to create for your new business?

First, you understand that standards for your business are the set of rules you choose to work by. You make them up based on the life you want to be living, and by honoring yourself, first, and then by deciding where your business fits into the bigger life picture. Once you know that, you can't really help but create something terrific, *and* you naturally attract people who are a fit for what you offer.

Having a hard time believing that you can have things your way? Why?

The most common reason I've seen is that a new business owner often struggles to really embrace the fact that she/he's a business owner. If you break free of the "employee" mindset, it's becomes far easier. Think to yourself: Does the department store struggle with that? Does the restaurant down the street struggle with that? Of course not! And neither will you, at some point :)
Consider these examples:

If your goal is to have a virtual practice so that you can, for example, spend more time with your kids, then you need to create some standards around work hours that allow you to do that. One of the AssistU trained VAs did just that.

At first, she was locked into the employee mindset that said she needed to work eight hours each day. So she'd spend the morning with her girls, take them to school, begin her day around 9am, leave her office at 3pm, collect them from school, spend the rest of the afternoon with them, do the dinner, bath, homework thing with them in the evening, and then, once they were in bed, she'd go back and do the other two to three hours of work she need to do to make her "work day" eight hours long. And, in just a few weeks, she was exhausted -- far more so than she had been in her corporate job!

We did some coaching, and it didn't take much for her to step out of that mindset and embrace the fact that she now owned a business and could create standards for it that built in the flexibility she needed. Today, she really ends her day at 3pm. Her work day is six hours long, and when she leaves her office, she's done. That honors her commitment to family *and* her commitment to taking great care of herself (a personal standard infinitely worth upholding by the creation of business standards). Does she have trouble finding clients who are more than "ok" with her hours? Not at all. The people who are attracted to her are people who *also* have similar values.

If your goal is to create more flexibility in your life --- the ability to do holiday shopping in the middle of the day rather than fighting the evening crowds; the ability to take long weekends whenever you want; the ability to have a long lunch with a friend without worrying about having to be back in 60 minutes, then you'll want to create a standards that would let you do just that.

When I, for example, had a lucrative VA practice, one of my standards was that I didn't work with clients who couldn't get along without me. Ancillary to that was my standard that I didn't work with clients who had emergencies (now, I realize that everyone has emergencies in life -- but you know the kind I mean; "Stacy -- oh my goodness! I realize it's 450p and your day ends at 5, but forgot that I need to get this out tonight -- you'll get it handled for me, won't you?" *Those* emergencies I didn't want any part of!) I didn't want to foster that kind of dependency because I knew, for me, it meant that at some point, I'd have to choose between doing what was right for me, and doing what the client needed in the moment. Better to create a standard that would allow me to naturally attract clients who were self-reliant and organized. And did I have any trouble at all filling my practice with those clients? Not at all!

When you think you need to do "whatever it takes" to make clients happy and to get them to work with you, you end up anything but satisfied, and you end up more of a slave than you ever were in the corporate world. It's only by the creation of terrific standards that you reclaim your ability to live your life on your own terms. Higher standards attract a higher quality client, and allow you to live a higher quality life. And isn't that one of the reasons you went into business for yourself to begin with?

****

Stacy Brice changes work and changes lives. She is a nationally recognized expert on 'virtual officing' and virtual work, and President and Chief Visionary Officer of AssisU, the premier organization training, supporting, coaching, certifying and referring Virtual Assistants. She can be reached via e-mail at stacy@assistu.com, by phone 866/829-6757 or on the web: www.assistu.com. Article originally appeared in OfficePRO, the publication of the IAAP (www.iaap-hq.org).

First impressions can sometimes be the last impression. How do you introduce yourself virtually?

In the traditional work environment we used resumes and cover letters to introduce ourselves. As a business owner we use a bio as a way of introducing who we are. You are not applying for a job but attracting ideal clients. To do this you have to step away from responsibilities and address your accomplishments through your skills and experience. Let’s discuss how to create a powerful introduction.

What ‘person’ should I write my bio in?

Most bios are written in the third person. Some combine the third and first person by adding quotes of the person being written about. It can sometimes be difficult or feel strange for us to write about ourselves in the third person however it presents a more objective view rather than as someone blowing their own horn or being egotistical.
How do I connect with the reader?

When a potential client is touched by something in your bio, you will become much more tangible to them. Talk about who you are and what motivates you, express your passion for what you do. Include the reason why you are in the VA profession. Put yourself in your potential client’s shoes and ask yourself what you would need to hear in order for you to make a connection with this person? The main thing to keep in mind is be honest!
What do I need to cover in my bio?

You want to address your background by talking about your skills and experience. What skills or experience do you have that qualifies you to be a great VA? Don’t focus on titles and responsibilities on as much as what your accomplishments were. Also address how they will benefit from your services. What will be the results of hiring you?
Should I provide any personal information?

Providing personal information about you is optional. In some cases in may help with making a connection with the reader and in others cases it may go the other way. If you decide you do want to include some personal information keep it to the basics such as marital status or children i.e. wife and mother of 2 etc. You may also want to add a favourite inspirational quote to your bio, being sure to include attribution.
What else can I include?

You can also include a brief definition of what a VA is and does, published works, awards, certifications, professional memberships, interests or beliefs about the VA profession.

****

Mary-Lou Ashon successfully launched her Virtual Assistant company in 1997 and holds expertise in organizing information, creation and implementation of administrative procedures and marketing. She has proven that dedication, communication, loyalty and a flare for marketing are keys to developing successful client relationships. Mary-Lou has a keen desire to promote awareness of VA\'s as a career option both internationally and at home in Canada and has developed a cost effective, convenient and high quality training program which you can locate at http://vatp.ca/.

You can slash prices and offer all types of sales promotions at your online business but unless you can create client loyalty, you’ll rarely be successful. You need to keep clients coming back to your website over and over again. Sounds easy but how does one create this loyalty?

Stay in regular contact with your clients by sending out a regular newsletter monthly or better yet every other week.

After every sale you have from your website follow up with a client appreciation survey. It’s a great way to find out what your client really thinks about your business. Offer them a free gift or discount on their next order as a thank you for filling out the survey.

Why not award a bonus box of chocolates to that client who just made a big purchase from you or signed up as a large retainer client? Better yet, don’t charge shipping on orders over $100 or give discounts for large retainer packages.

Always respond to inquiries within 24 hours from receipt of the email. Better yet, respond as soon as they arrive in your email box. Set your email to notify you of new mail every 15 minutes. Responding immediately will gain you the upper hand against your competition and most likely land you that next project or retainer client. Why? Because the customer feels like you care since you responded so quickly and they are more likely apt to put their service needs into your hands since you appear prompt and efficient. This extra attention makes them feel you will get their job done on time.

Have a FAQ (Frequently Asked Questions) area on your website with phone number and email contact visually prominent for anytime they need a question answered.

Send thank you, birthday, get-well cards or a simple Thinking of You e-card to your clients as the occasions arise. It will bring a smile to their face to know that you thought of them.

Be alert to your client’s interests if you see something like a website that may benefit your client or maybe you read a newspaper article that may relate to your clients business. Email them the URL or mail them the newspaper clipping. It makes your customer feel important.

Go that extra mile with your clients. Always give them more than they expect. Kindness goes a long way so always be polite on the phone or in online correspondence. Remember the golden rule too “The Customer is Always Right” whether they are or not. And if you happen to make a mistake, make sure you make it up to them in a big way with a future discount or freebie on the way to them in the mail tomorrow!

***

Article from the reservoirs of the largest online social network for Virtual Assistants located http://www.VAnetworking.com. Tawnya Sutherland the founder and author of The VBSS System, a Virtual Business Startup System, is a Certified Internet Marketing Specialist sharing her online marketing experience at this VA community to help aspiring and successful VAs turn clicks into cash at their websites.

Is your description of services making a connection? Describe them!

Throughout our marketing materials we want to continue to try to make a connection with a potential client. When a client sees or reads something they can relate to themselves or a situation we can make an instant connection with them. By doing this we invite further exploration of our services. One of the ways you can make this happen is with your description of services. How perfect a match is that?!

What is the purpose behind my description of services?

Your description of services obviously provides additional education on how you can support a potential client. Some individuals may be just learning about the profession and have no idea what a VA does, while others may be looking for clarification on how you can help them. It may also bring awareness to a potential client around a service they may need that they hadn’t previously thought of.
When is a good time/place to use the description?

There are many opportunities to use this information throughout your marketing materials and while networking. Consider using the backside of your business cards in addition to your flyer and/or brochure. Putting them on your web site is a must and include them in your informational package (this can be a download off your web site). Offer to send your info package to a potential client after a networking event.
How do I connect with a potential client using this information?

Instead of simply listing the services such as word-processing, database management, or desktop publishing include examples or a description of what the service includes. For example under word-processing include letters, reports, training manuals, contracts, proposals, business plans, progress reports, marketing plans etc. For transcription services list minutes from meetings, voice mail messages, class notes, phone conversations, sales presentations, notes from focus groups etc. This then allows the potential client to connect with their personal situation and possibly in ways they hadn’t thought of or could potentially see additional opportunities to use the services.
Should I include services I personally don’t provide?

Only if you have a solid resource available to be able to provide the service. For example another VA who is experienced with providing the service and with whom you have developed a relationship and trust their abilities to service your client(s). Always remember to notify the client if you are not personally providing the service.

Do not offer something you do not have experience in even if it is something you are willing or would like to learn. Only offer those you are confident you can provide. As you develop your skills or experience you can update your list accordingly.
What else do I need to know about my description of services?

Be sure to always include an offer to assist with finding a resource if there is a service you don’t provide. This is about developing both your reputation and that of the profession as a whole. By servicing the needs of clients and potential clients all of us reap the benefits and success of this mindset. I challenge all of you to represent the VA profession at the highest level!

****

Mary-Lou Ashon successfully launched her Virtual Assistant company in 1997 and holds expertise in organizing information, creation and implementation of administrative procedures and marketing. She has proven that dedication, communication, loyalty and a flare for marketing are keys to developing successful client relationships. Mary-Lou has a keen desire to promote awareness of VA\'s as a career option both internationally and at home in Canada and has developed a cost effective, convenient and high quality training program which you can locate at http://vatp.ca/.

Credibility is an important aspect of owning and operating a website as well as operating a Virtual Assistant business, so this information may assist many of you. I’ve been reading up on stuff like this so thought it would be good to do a ‘recap’ on what I’ve been reading.

Developing Website Credibility

* Display Contact Information - more than one form of contact should be readily available and visible
* Develop a branding with logos and/or business name - over time people will get to know your branding
* Use images or photos that look professional and not ‘home made’
* Have a site that looks professional - get help with it if need be
* Display a Privacy Policy - assure visitors that you won’t sell their contact information or share it

Contact Information

How easy is it for visitors to contact you? Do you have contact information readily available? Is it more than an email address? If you have no other contact information available, i.e. a phone number, or a fax number or address (postal or physical) then people are unlikely to do business with you - they need to feel comfortable about your existence. I’ve read that a physical address should be showing, but personally I don’t agree with this and feel that a postal box address should also be ok. After all, who wants to advertise their home address on the web? If someone wants to track you down at home, they will, but let’s not make it easy for them.

You should not be using a free email address such as yahoo or hotmail to advertise for your business. I always view emails from these type of addresses warily, and if I respond, am rarely surprised if they bounce back.

For clients to feel confident you are a REAL Virtual Assistant business, they want to know:
* Your name - who you are
* Your phone number - which helps verify your locality in most cases, and your existence - please make sure there is voicemail or an answer machine attached for people to leave a message if you don’t answer - and make sure you return their calls
* A business email address - preferably your domain. I can’t understand why people don’t use their domain address for their email if they have a domain - and let’s face it, they’re not expensive to buy these days.
* An address to post items to or visit for an appointment if a physical address is provided.

I know that many new Virtual Assistants might be nervous about putting their information on the web but the reality is if you have the information available on your business cards, on your letterhead, in Yellow Pages advertising or other forms of advertising, then it also needs to be on your website. Not having it on the web won’t stop people trying to find you if they really wanted to, but why put prospective customers off by not making it easy for them to contact you? Some people are not comfortable with email and would prefer to pick up the phone instead.

It is important that people view your business as a real one and realistically they should be able to find your contact information within one click of visiting your website. You could have it showing on every page but you don’t have to have your personal name showing everywhere - perhaps just on the ‘About Us’ page. You could set up a contact page also using a form if you prefer.

If you have a logo use it on everything, but if not, make your business name (or personal name) your branding and your logo. Perhaps by consistently using the same font and format with a particular colour or colours.

Don’t try to create your own logo if you don’t have the expertise - outsource it. And royalty free professional images and photos can easily be sourced online from sites like www.istockphoto.com or www.gettyimages.com.

Seek help in putting together your website if you find it beyond your current capabilities - you can learn how to maintain it over time, but don’t use programs such as Publisher or PowerPoint to produce your website - it smacks of being ‘home made’ and does not look professional.

Finally, assure people that if you collect contact information from visitors, that their information is not used for other purposes and not sold or given away for other lists.

Hope this is of help.

****

Kathie M. Thomas, AFAIOP, MVA, ASO is the founder of "A Clayton's Secretary", a Virtual Assistant Network with members in many countries. Dedicated to teaching others about operating business over the Internet, Kathie is a multiple award winner as both a Secretary and Virtual Business Operator, and has over 30 years' experience in the secretarial/administrative field. She registered her business in March 1994 and is one of the senior VAs who launched the industry globally. http://www.vadirectory.net.