s a savvy solo or small through the website, ask
practice professional, you yourself:
know you can't do
everything yourself. Whether you Does it present a polished,
are capable or not, you credible business image?
understand that your time is most
intelligently focused on • Is there an abundance of
activities that grow your informative content?
business and make you money. • Is the concept clearly
explained?
These days, outsourcing your • Is it organized well and easy
administrative work to a Virtual to navigate?
Assistant (or VA) makes it very • What insights can you glean
easy to get just the amount of from the writing?
support you need without the • Is it well-written and
expense of costly in-house staff. coherent?
But how do you find a highly • Is there a solid command of
skilled, truly qualified Virtual grammar, spelling and
Assistant? Below are some punctuation?
practical points to consider and
questions to ask as you go about If the VA's site is littered with
the selection process. misspelling, improperly
structured sentencing and
1. Website. Since Virtual incorrect punctuation, don't
Assistants operate virtually, expect that she is going to
it's important they have an provide you with any greater
online presence. A website can skill or attention to detail
yield critical clues as to the should you decide to work with
VA's competence and her.
professionalism. As you look
And if it looks like she put things to note include:
little thought, time or money
into presenting her business • Does she respond to your
image, or had her 14 year old kid inquiries in a timely manner?
brother throw it together one • Does she answer the phone
Sunday, chances are she isn't professionally?
serious about her business, and • Are there kids and noise in
is not going to put any more care the background?
into the work she does for you. • Is she on time for the call?
• Does she seem prepared or
2. Consultation. You naturally unexpectedly flustered?
want to find a Virtual Assistant • Does she follow-through
you can work with well, and whose exactly as promised?
personality and style is
compatible with yours. You also 3. Finesse. How well the Virtual
want to gain some insight into Assistant guides you through the
whether this is a person offering consultation process can tell you
the skills, service and expertise a lot about what it will be like
you need. to work with her.
Once you find a site that Not only do you want a Virtual
instills confidence, have a Assistant who can provide
conversation with that Virtual superior quality work, but you
Assistant. Most Virtual also want someone who
Assistants offer a complimentary demonstrates excellent business
consultation, and all it takes is sense, especially since she will
a simple email or phone call to be instrumental in helping you in
schedule one. your business.
In making initial contact, some During the consultation, some
things the Virtual Assistant and demonstrate her role as the
should cover with you include: administrative expert?
• Is she articulate?
• A clear overview of how she • Does she inspire feelings of
works with clients; trust?
• What her processes are; • Do you feel a good
• What services she provides connection?
(and doesn't provide); and • Does she interrupt often or
• What her values and listen carefully when you speak?
expectations are for working • Does she exhibit interest and
together. curiosity about your business?
• Does she ask smart,
4. Personal & Professional purposeful questions?
Traits. Listen for the cues that
tell you this is someone you can 5. Experience. Understand that
rely on and form an excellent the single-most important
working relationship with. qualification of a Virtual
Assistant is extensive
How smartly the VA handles her administrative experience. From
business is going to directly this level of experience, she is
correlate with how well she expected to possess the superior
handles the work she does for skills, training and business
you. Some things you should pay knowledge that are the hallmark
attention to include: of a truly qualified Virtual
Assistant.
• Does she take the lead in
guiding you through the However, this is an unregulated
consultation? industry, and while the veterans
• Does she exude confidence? of us work to promote and
• Does she speak with authority maintain high standards, the
Internet has nonetheless Look for a Virtual Assistant who
attracted a certain segment of has worked in upper-level
individuals who have little to no positions such as administrative
qualifications or only assistant, executive assistant,
entry-level skill sets that do office manager, legal secretary,
not equip them to meet your very legal assistant, paralegal,
real and important business supervisor, manager, etc.
needs.
Virtual Assistants whose only
Asking the prospective Virtual experience was in receptionist or
Assistant some of these questions clerical roles are not commonly
will help you discern the going to have high-level skills
difference: and competencies.
• What was your experience Keep in mind that Virtual
prior to opening your Virtual Assistants are independent
Assistant practice? professionals, not employees.
• What positions have you held? Just as you would not ask an
• How many years administrative accountant, attorney or any other
experience do you have? service professional for their
• How would you rate your skill resume, it is inappropriate to
level (you might ask this in ask a Virtual Assistant for
reference to certain skills or theirs, and the request would be
software competencies relative to considered ill-mannered. However,
the services you need)? they should be prepared to
• How would you characterize discuss in a consultation with
your level of understanding with you their skill levels and
regard to business principles and qualifications as described
operations? above.
6. Training & Certification. The created the standards have been
highest form of qualification, in business longer than these
and what Virtual Assistants are programs have existed.
expected to have before entering
the profession, is at least five Additionally, there has been a
years upper-level administrative proliferation in recent years of
experience. Our training ground disreputable and unqualified
is the real (non-virtual) opportunists willing to "certify"
business world. anyone who will pay.
If you are a business owner In this industry right now,
needing competent support from letters behind a Virtual
someone who can hit the ground Assistant's name mean very
running and take the reins as little.
your administrative expert, you
should expect no less. 7. The Business. I've interviewed
countless clients and business
Don't put too much stock in people since 1997. What I've
certification. Virtual Assistance learned is they want and are most
does have a few legitimate happy with high-quality, skilled
professional associations and support from a Virtual Assistant
training programs, but these are who:
intended for business--not
skills--training. • is confident;
• has her business solidly in
Where certifications are offered, place;
they can be somewhat subjective • doesn't need training or
and misleading, and many of the hand-holding;
veteran Virtual Assistants who • is someone they can place
established the profession and their trust in; and
• can be depended on for expert • Is she in full-time or
support and guidance in laying part-time practice?
strong administrative • Does she view her business as
foundations. a chosen profession she is
committed to for the long-term?
If this describes you, look for a • Or is it a part-time side-job
Virtual Assistant who has been in or hobby that might not be around
business successfully for at long enough for you to depend on?
least three years. New VAs don't • Does she have well-thought
tend to have their systems, out policies and business
processes and offerings honed, standards that will support you
which often causes unnecessary in working and communicating
headaches, wasted time and an together effectively?
all-around unsatisfactory
experience for clients. If the VA only dabbles or works
on the fly, her lack of
I also recommend that the Virtual commitment or focus can
Assistant is someone who is definitely leave you holding the
actually IN business full-time. short end of the stick. This can
I've yet to see a Virtual manifest in longer turn-around
Assistant operate a part-time times, lack of continuity, poor
practice that was truly in a communication, conflicting
position to serve client needs commitments, interrupted work
and expectations well. schedules, and long or
inconvenient periods of
Some important facts to obtain unavailability.
include:
8. Testimonials. A successful,
• How long has she been in experienced Virtual Assistant
business? will have plenty of testimonials
on her website from past and
current clients. 10. Pricing. Virtual Assistant
rates average between $35 - $65
She should also be able to per hour.
provide you with contact
information of satisfied clients Virtual Assistance is not the
who are willing to speak with you type of service you want to price
about their perceptions and shop. I know, I know. We all want
experiences in working with her. to get the best price and pay the
least amount possible. But we've
9. The Owner. Many Virtual all heard the saying "you get
Assistants provide an "About the what you pay for" and this is
Owner" page in their website as a very true in the Virtual
way to share important aspects of Assistance industry as well.
themselves with prospective
clients. Think about your own profession.
You know you aren't the cheapest,
It's intended to provide you with and you wouldn't want to be. You
a view into their personal know that expertise and quality
ethics, belief systems, comes at a price, but the value
personality and goals. This of that caliber of service
information can be helpful in extends far beyond mere dollars,
determining whether you share and, in turn, saves your clients
similar values and want to talk money.
with the VA further.
You know this.
Since you will be choosing each
other, make an equal effort to You will find Virtual Assistants
get to know the VA by reading who charge very little--so
that page. little, in fact, that they can't
possibly be running a profitable, taking on a side-job or more
sustainable practice, one that's clients than they can handle just
going to be around long enough to break even, becoming
for you to depend on. overwhelmed in the process. For
you, this means they are less
Inappropriately low rates also available, and their service and
signal a lack of business sense, quality of work suffers.
which most often translates to
poor quality, and lack of skill You want ability. You want
and experience. The consequence someone you can work with well.
of hiring a Virtual Assistant who You want great customer service.
falls in this category is that And you want someone who's going
your investment in her is to stick around.
unstable and ever at risk.
So look for quality and
Virtual Assistants who don't value--it's an investment that
price their services profitably will literally put money back in
do not stay in business long. In your pocket.
their last gasps, many end up
About the Author:
Danielle Keister is owner of The Relief, a successful Virtual Assistance practice that has been delivering expert, personalized office support services to the professional community since 1997. Visit her website at http://www.therelief.com to get her FREE report, "Ramp Up Your Billable Hours: 10 Easy Fixes You Can Make Right Now."
Read more articles by:
Danielle Keister
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