by Tina Hilton of Clerical Advantage

Part 1: Finding the Perfect Virtual Assistant
On the heels of my three part series on selling virtual assistance, it only makes sense to follow up with a four-part series on just how to choose and use one.  This week our installment is ‘Finding the Perfect Virtual Assistant”.   You’ve read about VA’s here on Home Office Warrior, you’ve listened to testimonials and you think having one could help your business. Now what?
Lets begin with how to search for one.  The first step is deciding just what tasks you’re going to want your virtual assistant to perform.  Do you want them as more of a personal assistant, making travel arrangements, keeping track of your schedule, scheduling your appointments, etc?  Or are you looking for someone to take care of the accounting?  It’s important that you have a clear idea of just what you want your virtual assistant to do. 

Do you want a VA that’s located in your own town? State? Country?  Does it matter where they are located?  How much are you willing to pay?  Remember, you’re hiring expertise, so be prepared to pay between $25 and $50 dollars an hour on average.  If the tasks that you’re going to have them complete are highly skilled, expect it to cost more.  Don’t let that discourage you, chances are it will still save you money since there is no overhead, equipment or other employee costs.
Now that you’ve got an idea of what tasks your new virtual assistant will be asked to perform, you can begin the actual search.  Of course you can Google, but truthfully, it’s going to be like looking for a needle in a haystack that way.  Starting at one of the Virtual Assistant Directories makes more sense.  Try the one at the Virtual Assistant Forums or VA Networking. Of course, you can also do a search for ‘virtual assistant directory’ as well or check out yellowpages.com. Narrow it down first by the location that you decided earlier, then look for someone who provides what you’re specifically looking for.  Be sure to check out their Bio page and look for Testimonials. Choose 3 or 4 that you feel might be a good fit for you.
Contacting most virtual assistants is easy. They may have a contact form on their website that you can fill out. Others may give an e-mail address or phone number to contact.  Take a separate piece of paper for each virtual assistant, put their name at the top of the paper and make two columns labeled ‘Fit’ and ‘Doesn’t Fit’ ( Pro/Con or any two words that help you weigh pluses and minuses). In your initial contact, explain who you are, what your business is and what tasks you are looking for a virtual assistant to perform.  Ask all of the pertinent questions like “What experience do you have with this/these task(s)”  “How much do you charge for these particular tasks?” “What hours are you available?” and “Do you have samples and references?”.  Also include any other questions you may have concerning just how you will be communicating with one another and the logistics of getting your tasks completed.

 As you receive your answers from each Virtual Assistant, add all of the positive aspects of each one to their “Fit” column on their ‘interview’ sheet.  Anything that you’re not comfortable with or iffy about goes on the “Doesn’t Fit’ side.  It only makes sense that the Virtual Assistant with the strongest ‘Fit’ column should be your choice. BUT…don’t underestimate how you and the virtual assistant interact.  It’s possible that the one with the most ‘Fit’ items just ‘feels’ awkward when you’re talking or corresponding with them. If that’s the case, you may want to consider one that you feel more comfortable with. After all, the key behind a successful business relationship with a Virtual Assistant is building a strong rapport.  If you feel like you might never leave the awkward stage, you’re better off finding someone else that you can picture yourself becoming more in tune with.
Ok, so you’ve pretty much decided on who you’re going to sign a contract with, you’re ready to go right?  Not quite
Now it’s your turn to answer questions.  What questions?  I’ll share them with you in next weeks installment entitled “Being the Perfect Client”.

by Tina Hilton of Clerical Advantage

Part III: Overcoming Objections

In this, the third and final installment of my How to Sell Virtual Assistance series, I’m going to address something we all encounter. Objections. No matter how skilled your ‘asking instead of telling’ and follow-up may be, chances are you’re going to encounter objections. I’ve listed a few that seem to be a common sticking point for Virtual Assistants and given a strategy for overcoming each one.

Objection 1:  I can’t afford that!
Strategy:  More often than not, this is going to be your number one objection.  Most U.S. and Canada based Virtual Assistants charge between $25 and $50 dollars an hour.  Remember, your potential client is thinking of this in terms of traditional employee rates.  Remind them that they aren’t paying employment taxes or unemployment insurance, there is no vacation pay or sick pay and that you only charge for time actually spent on their tasks. Also be sure to note that it’s up to them how many hours they use, and thus how much they end up paying you. Like many other Virtual Assistants, I also offer a discount program for clients who decide to keep me on a retainer, setting aside a certain number of hours a month specifically for them.  Let them know it is likely that when they add up the cost of a regular employee versus your costs, you’ll end up saving them money.  Another point to make is that they are getting an experienced professional, not untested temp from a service or someone who is going to require a lot of training time. Nine times out of ten, a Virtual Assistant can hit the ground running with very a very small ‘learning curve’.

Objection 2:  I’m not comfortable that.
Strategy:  There are still plenty of business people out there that are afraid of the Internet, and the fact that a Virtual Assistant relies so heavily on it can scare some potential clients. After all, they’re always hearing the bad news about hackers stealing credit card info and identities. Assure these petrified potentials that there is much more that is good and safe on the Internet than bad.  Explain the concept of secure data transmission and sites like ClientSpot where secure client/virtual assistant collaboration can be accomplished.  Or perhaps its the fact that you’re not in their office that makes them uncomfortable?  If that’s the case, explain that you use time tracking software that keeps track of just what time is being spent on their particular tasks. You can offer to include a printout of each month’s activity with your monthly invoice so that they can see just what they are paying for.  Also stress that you can give them detailed progress reports throughout the month as well.

Objection 3:  I’m not computer savvy.
Strategy: Assure them that they don’t need to be a computer geek, after all, you’ve got that covered. If they can use a cell phone, e-mail or log onto a website that’s all they need to know. You can walk them through anything else that might be needed.

Objection 4:  I don’t see how my business can use you.
Strategy: This is where it’s useful to have “The Top 100 Ways to Utililize a Virtual Assistant” that I posted here at Home Office Warrior previously. An e-booklet form is also available on my website. Remind them that vacation season is fast approaching and that virtual assistants can offer the perfect vacation coverage. There is also a handy, list compiled by my fellow VA’s called “Projects Your VA Can Accomplish in One Hour” that could prove helpful in this situation.

Objection 5:  I can’t use you right now.
Strategy:  Too many potential clients like the idea of virtual assistance, but think they need to wait until they’re ready to let an employee go, or vacation time rolls around, etc.  Explain to them that virtual assistance works best when you build a working relationship with their company.  It will be much easier to seamlessly cover for one of their employees if you’ve already been working with them.  Re-iterate that they don’t have to use you on a retainer basis, that you’re available to work with them on short term projects as well. Sell the ‘test drive’ option, letting them know that the best way to understand how well virtual assistance works is to try it out.

Being prepared to counter objections is crucial in selling your virtual assistance services. It shows a potential client that you are capable of finding solutions to their problems, and that’s one of the greatest benefits of teaming up with a Virtual Assistant.
 

by Tina Hilton of Clerical Advantage

Part II:  Fabulous Follow Up
I’m pleased to bring you part II of the How To Sell Virtual Assistance direct from the foothills of North Carolina.  Did I mention I love the mobility of being a virtual assistant?

Last week we met ‘JJ’ a fictional potential client that we ‘met’ through a current client.  So we’ll just pick up where we left off, after asking instead of telling.
No matter how well this first meeting is going, it’s highly unlikely that JJ will contract with me right then and there.That means it’s important that I give him one of my business cards, making sure to write something like “business blog help” or “newsletter marketing assistance” on the back. This way if he tucks it in his pocket and pulls it out weeks later, it will jog his memory of just who I am. I also ask if I can add him to my mailing list for my new e-newsletter that will be going out soon.  I write on the back of his card that he gave me if he says yes.  Then the next day I e-mail him with a short note stating how nice it was to meet him and include a link to my website and blog. I also offer him a ’special’ free phone consultation.
Even if he doesn’t contact me right away for his consultation, he’s now on my mailing list. Every time my newletter goes out, he’s reminded of our talks. The odds of him becoming a client are increased significantly more than by just handing him a card when I met him.
I will also follow up with a ’snail mail’ package which will include a letter reiterating where and when I met him and what we talked about. It will also explain that I’ve included a free CD and brochure that will give him a better idea of just how virtual assistance works.  On the CD I will have included my introductory video, my “Top 100 Ways to Utilize a Virtual Assistant”  list, a sample of things a virtual assistant can do in one hour, a questionnaire that shows just what areas a business might need help in and a sample copy of my services agreement for both retainer and hourly clients.  And of course, there are a couple more business cards in the package along with a referral coupon for 1 free hour of services for each referral that signs a contract.
I will also keep my eyes and ears open in my networking circle for people who might be in need of his services. If or when I come across someone, I’ll refer them to him, making a followup call to ‘JJ’ to let him know that I’ve done so. 
All of these things keep the lines of communication open, and keeps my business fresh in his mind.  Even if he never signs a contract with me, he may refer several to me, just because I’ve provided Fabulous Follow-up.

Next Week: Part III: Overcoming Objections

Part 1: Ask,Don’t Tell.

By Tina Hilton of Clerical Advantage

Let’s face it, part of building a successful business is knowing how to sell. It’s something that I always considered my weakest trait for many years.  When asked in interviews what I considered my biggest weakness I always would answer that I wasn’t really into selling and sales. Then two things happened that changed my mind. One was my holiday stint at Bath and Body Works a few years back and the other was starting my virtual assistant business.
My holiday stint proved to me that sales wasn’t all about trying to talk someone into buying something.  It was more about helping them find what they were looking for.  In the case of B&BW, shoppers came in looking for that special gift, but had problems deciding just what that was. I found that by asking them a few simple questions about the gift recipient I could usually help them find just what they were looking for.  I was amazed at how often they bought exactly the things I pointed out. And I liked it! It was more like helping people than selling. Yet selling was exactly what I was doing. 
When I opened my virtual assistant business I employed those same principles to my marketing.  Instead of telling potential clients why they should work with me, I asked them questions about their business, how they handled their administrative tasks and other ‘leading’ questions.  This allows me to turn around and address their particular needs with a service that I, or even another virtual assistant, can provide.
For example; JJ Smith, an acquaintance of a current client is introduced to me. My ’sales pitch’ goes something like this ( JJ and SmartGuy Investments are both fictitious):
I smile and ask “What business are you in JJ?”
” A financial planner with SmartGuy Investments” he says.
“Is the economy effecting your business at all?” I question.
He admits ” It’s taking it’s toll, people are a bit concerned about investing in the shadow of a possible recession.”
“Do you have a particular way you combat that?”
He nods his head, ” I explain that they especially want to plan for the future now.”  He continues giving me his sales pitch for reluctant investors.  I listen intently and ask ” Do you have a website  JJ?” 
Again he nods and hands me his card with the website address on it. ” I’m sure people really see the benefit of investing once you’ve explained to them the way you have to me.”  I make sure to make eye contact. ” Have you thought of doing a blog on your website or sending out a newsletter with this information on it?” I ask.
“I’ve thought about it,” he sighs “But I just don’t have the time to do it, and my secretary is overworked as it is.”
“Have you considered hiring someone to do it for you?” is my next question.
You see where I’m going right?  By asking a few simple questions and making what appears to be simple business talk, I’ve opened a door to let JJ know just how a virtual assistant can benefit his business.
The next time you’re given the opportunity to hand someone your business card, instead of going into your speech about what you do, remember these three words….Ask, Don’t Tell.

Next Week: Part 2: Fabulous Follow-Up

by Tina Hilton of Clerical Advantage 

My RSS feeder brought me an article by Gavin at Outsource Success yesterday that kept me thinking for awhile.  The article was called “Why some Virtual Assistants get bent out of shape over cheap overseas labour“  I don’t believe I actually get ‘bent out of shape’ concerning the topic, but I guess I just don’t see the reasoning behind it. 

It’s not the ‘overseas’ part that gets to me, it’s the ‘cheap’ part.  Gavin makes the point that instead of paying the higher prices a professional virtual assistant in what he calls the western countries (US, Canada, UK, Australia) you could use the cheaper virtual assistants from developing countries.  He points out that in many cases the cheaper help is less competent, but states that few businesses can afford the higher priced virtual assistants.  I disagree.

He states “If you’re able to systematise the tasks there is no reason why a $10 an hour VA can’t do as good a job as a $100 an hour VA.”   Think about that statement for a moment. First, $100 an hour is not the average cost of a virtual assistant. Think more along the $35 to $50 an hour range.  Now ask yourself how much your time is worth?  If you’re an established professional, ie attorney, physician, etc.,  it could be several hundred dollars an hour.  However, for the sake of including the rest of us, let’s go with $45 an hour.  Just how long is it going to take for you to break those needed tasks down and systemize them?  An hour maybe?  So you need to add the cost of your time to the cost of your bargain VA.  The next question is, how long is it going to take them to complete the project?  It would be nice if it just took one or two hours, but realistically you may have communication issues, or they may not be familiar with just whatever it is you need done. 

If you team up with a professional virtual assistant with experience in just what you need done there is no need to expend any more of your valuable time ‘breaking the job down’, overcoming a language barrier or explaining how something needs to be done.  That 2 hour project gets done in two hours. 

Yes, you can cut corners on virtual assistance just like you can with anything. You just have to ask yourself, is it really saving you money? 

By Tina Hilton of Clerical Advantage

There is a truly excellent article over at Yellow Highlighter Virtual Assistance on how we virtual assistants get in our own way and block our own success.  The article references several other great blogs by VA’s like The Gritty Virtual Assistant and Virtual Moxie as it explains how things like time management and acting like an employee can impact our ability to be successful in business.  As I read down the short, 5 item list, I could put a check mark next to several that I’m guilty of doing.  Take the time to visit” The 5 Ways That Virtual Assistants Get in Their Own Way“ and see if you can do the same.

By Tina Hilton of Clerical Advantage 

I love the concept of a test drive.  You find a car you like, and then they hand you the keys and you get to take it for a spin.  If you’re seriously considering purchasing a new car, during the test drive you make note of certain things. The sound of the engine, the way it shifts, handles, corners, and accelerates.  You listen for anything out of the ordinary, squeaking brakes, thuds, thumps or rattles.  And truly wise auto buyers will stop somewhere, take a good look at the body, the tires and lift the hood to check the engine for…well, I’m not exactly sure what, but they do.  By the time you return the car to the dealership, you have a pretty good idea if the car is not only in proper running order, but if it’s a good fit for you.

Did you know that you can do the same thing with a virtual assistant? 

Because of the flexibility a virtual assistant affords, you can easily ‘test drive’ one.  How?  I’m sure there are plenty of little projects that you’ve been meaning to do when you get time.  Like that stack of business cards that you’ve been meaning to put into a spreadsheet or address book.  Or what about that newsletter you’ve been meaning to design? You and I both know there are dozens of little things that you’ve wanted to get done that have been pushed aside because you didn’t  have time or you didn’t quite know how to get it done.  Pick one and then find a virtual assistant you’d like to try. 

As you work with you chosen virtual assistant on your project, make note of things like how well they communicate with you, how quickly they respond to your questions and requests, the quality of their work and how well their professional personality works with yours.  By the time your project is done, you’ll know if you’ve found the virtual assistant for you.

If you’re a virtual assistant, encourage those hesitant potential clients to use the ‘test drive’. If they can’t imagine a project they can have you do, give them the Top 100 Ways to Utilize a Virtual Assistant list that you can find right here at Home Office Virtual Assistant. The best way for someone to understand how virtual assistance works and become comfortable with the concept is for them to experience it. 

So go on… what are you waiting for?   Take that virtual assistant for a test drive.

By Tina Hilton of Clerical Advantage 

Just as I was preparing for the trip downstairs from my bedroom to my home office, a familiar ‘powering down’ sound and loss of light in my room indicated that we had lost power.  Under a strong wind warning, I wasn’t really surprised, and reassured myself that as usual, power would flicker back on within minutes.  Except it didn’t. 

 Thirty minutes later, feeling decidedly disconnected from the world due to my lack of Internet access, I made the decision to head for our local coffee shop to see if they had power, and thus their wireless internet connection.  Once there, I settled in at a tall table, fired up the laptop and sipped on an Irish Cream iced coffee.  My thirst for information and refreshment was quenched all at once.
As I sat there, surrounded by a hub bub of activity I realized it was rather nice, this ability to work from a coffee shop.  Or rather, from anywhere as long as I had an active Internet connection.  The novelty of hearing multiple conversations buzzing in the background as I touched base with clients was a pleasant change from the quiet solitude of my home office.  In fact, I found it quite nice. When I ‘tweeted’ that I was playing mobile warrior, Grant Griffiths of HOW fame tweeted back that he tried to make working from a coffee shop a weekly experience.  I can see why.
As great as it is to work from home, one can end up feeling like a hermit at times.  Being able to pick up the laptop and work from another location this morning made me realize that I should do so more often. It was a refreshing change.
My foray into mobile warrior territory also brought another realization.  My clients were benefiting from my ability to pack up the laptop and set up office where ever a signal could be found.  Traditional employees in a traditional office would have been being paid for sitting in the dark.  As a virtual assistant, not only are my clients not going to pay me for sitting in the dark, my ability to go where the power/Internet connection was meant that their work was being completed.
MWA; Mobile Warrior Ability; just another great perk of being and/or working with a Virtual Assistant.

Over at eMoms at Home there is a great article on Understanding How Virtual Assistants Work.   It gives a nice list of facts about virtual assistants. I was especially pleased to see a very realistic price range given.  None of the $4 an hour stuff.  It’s worth your time to check it out!

By Tina Hilton of Clerical Advantage

As we discussed in an earlier post, when a business or business person partners with a virtual assistant, they are getting someone with experience and expertise in their field.  Keep in mind, that every virtual assistant has a ‘niche’, or area of strength and expertise.

For example, I have experience and training in not only general administrative and secretarial tasks but also in real estate/title insurance law, loan/title processing and medical coding, billing and transcription.  I would not, however, contract with a client to do their accounting. Even though I’ve taken an accounting class and done a bit of of my own, my level of expertise is not what I would consider high enough to provide this service to others. There are plenty of VA’s out there for whom accounting is their niche, and I would simply refer a potential client looking for accounting services to one of them.

No one virtual assistant can be everything for everyone. But there is something that every virtual assistant can offer a client, no matter what their particular niche is.  That item is an Internet presence.  Because of our familiarity with computers and the Internet, we tend to assume that all business owners are as savvy as we are.  Many of them aren’t.  By remembering this, it’s possible to make yourself even more valuable to your clients than you already may be.

As a virtual assistant you know the importance of having a web site in today’s business environment and you should share this information with your client. If they don’t have a website, help them get one.  If you can’t build it yourself, find another VA that can and introduce them to your client.  You say your client has a website already but isn’t impressed with the hits it’s getting or claims it’s not bringing in any business?  This is when you explain the difference between a static website and one with fresh content. Suggest a blog or web newsletter that will get updated regularly. And you can handle that updating for them! 

This is also the point to bring up social websites and applications that will get their business more attention on the web.  If you work in the real estate world, suggest making them a profile on ActiveRain. Depending on the business, there are social forums out there that you can sign your clients up for that will draw more traffic to their website and the possibility of more business.  You never know, they might end up wanting to ‘Twitter‘ themselves.

Knowledge and experience with the Internet is second nature for virtual assistants. Don’t overlook the added value it can offer your clients.