One-Minute Interview with Miki Von Luckner

Website: http://www.von-group.com/

Services Provided: specialize in assisting the Healthcare Industry including Pharmaceutical & Independent Sales Reps with credentialing, licensing, document preparation, business correspondence, marketing, phone calls, e-mail, simple bookkeeping and other administrative tasks. I focus on bringing stress relief and extra time back to those administratively challenged so they can focus on practice or sales production. I work on a contract or retainer basis.

Best Way to Contact: by phone 817.284.0342 or e-mail: mivo@von-group.com

What You Enjoy Most About Being a VA: the flexibility to be there for my 2 small children as well as still being a part of the “professional world”. I love seeing the results that just a little administrative help can bring to a stressed out person.

A Moment on the Soapbox: Don’t give up whatever you do !! I thought I would just throw up a website, make a few calls to past professional contacts and I’d have more work than I’d know what to do in my first month. It does take hard work, planning, understanding and a lot of networking. Hang in there and it will happen !!

Ethics, Ethics, Ethics

It's something that you might not talk about often, but your work ethic tells your clients all about you everyday. By observing your performance, your clients are sure to learn plenty about your character. Their decision as to whether to continue a work relationship with you will depend greatly on what signals they pick up and how they interpret them. Try to see yourself through the eyes of your clients, and put your best professional foot forward.

As I am always saying, you want your clients to be comfortable with you. People buy from people- and that includes services! Anybody may be able to secure their first project with a client, but it's only your good character and work ethic that will encourage your client to use your services again. If you have demonstrated that you are a reputable professional, it is much easier to keep the clients you have- and build your client list further. A well done one-time project may lead to additional (and often steady) work.

However, no matter how great your skills are, you can kiss that return business goodbye if you fail display good character and ethics. Here are some guidelines that can help you identify ways to polish your professional image:

• Never speak negatively about a client, especially to other clients. In fact, not to anyone at all. You would be surprised to learn how small the world really is sometimes. Also, if clients hear you putting down other clients, they will wonder what you might say about them. This pretty much kills your chances of building a relationship built on trust and respect.
• Keep your client updated on your progress with their project. Periodic reports are greatly appreciated and help give an account for the time you have spent on a particular task.
• Consider all client information privileged. Whether or not you have signed a confidentiality agreement, it is your responsibility to protect their information to the best of your ability. You may have access to a great deal of information about your client and their business. In my opinion, everything is confidential.
• Guarantee your work. If you read my previous post, enough said.
• Handle any complaints promptly and in the best interest of your client. Give them the benefit of the doubt whenever possible and correct the situation. If that means something has to be redone, don't hesitate, start immediately. If you have made a mistake, apologize and ask how you can remedy the situation. Then do it.
• Never compromise your integrity- for any reason. Right is right and wrong is wrong, regardless of whether you are in the spotlight. Provide reasonable estimates, work efficiently, and invoice accurately. Don't even consider any work that might reflect questionably upon your character.

Your ethics and character are the foundation for your reputation. If you take the time to build it carefully, it will serve you well for years to come.

What Is Your Guarantee?

Part of establishing a successful working relationship with your clients is centered around creating an atmosphere of trust and mutual respect. When your clients are at ease and feel reassured that you will perform as you have promised, they will be more inclined to build their relationship with you. Many times, this leads to increased business and referrals. Guaranteeing your work is one way to do this.

A simple guarantee (that, of course, you stand behind) says a lot about you and your work ethic. I certainly don't expect to pay for service that is inadequate, and I would never ask my clients to, either. Your guarantee should assure your clients that you are a professional who will not consider a project complete until it is done to their satisfaction. It speaks volumes to them that they will not be stuck with an invoice for something that they will have to have redone by somebody else. They will understand that you are operating within your realm of experience and expertise.

Your guarantee can also open communcation channels with your clients. If they know that you are dedicated to serving them (and not just collecting on invoices), they will not be hesitant to speak with you openly about their satisfaction with your service. If there is an issue with a project, they are apt to tell you and allow you to correct the situation. In the end, both parties are bound to end up satisfied and feel postively about continuing the relationship. In fact, you may even benefit from your clients' referrals to their colleagues. (How reassuring would it be for them to hear that you provide the services they need- and that there is virtually no risk in retaining you as their virtual assistant!)

Your guarantee is a great way let your clients know that you are truly a service-oriented professional, and standing behind your work is beneficial to both your clients and yourself. A guarantee conveys integrity and helps build mutual trust and respect. It is a great way to build your reputation as a skilled and qualified virtual assistant!

One-Minute Interview with Allison Reker

Website: www.virtualstaffingsolutionsinc.com

Services Offered:
BASIC
Word Processing (Typing, Mail merge, Editing/Proofing)
Data Processing (Spreadsheets, Database Creation, Database Maintenance, Data Entry)
Other (Presentation materials, Scanning, Internet Research, Mailings, Email Services, Reminder Service, Announcements/Invitations/Flyers, Others as requested)

SPECIALTY
Basic website creation and/or maintenance
Creation of original graphics
Editing graphics

Best Way to Contact: For now, by email - virtualstaffingsolutionsinc@hotmail.com In the future, VSS will have a dedicated fax line, and possibly a phone line as well.

What You Enjoy Most About Being a VA: Being able to earn extra income doing something I am good at, without taking more time away from my baby. I love sitting on the living room floor with my laptop while she plays next to me.

A Moment on the Soapbox: As someone new to this business, I'm still in a place where I'm looking for more advice than I've been able to give in return. But I will say, there are some great resources and support networks out there that every new VA should check out, like this site, wahm.com, and mommysplace.net. By contrast there are also a lot of scam artists out there ready to prey on those desperate to make their work at home dreams come true. Use the safe resources to their fullest and be wary of the rest. There is no quick and easy road to VA success. Making a VA business work is going to take a lot of creative thinking, hard work, and networking, networking, networking. Best of luck to all of you out there just starting the path as I am. I hope we all make it some day!

Get More Referrals

There is an old saying that there is no advertisement like a satisfied customer. Isn't that the truth! How many times have you tried something- anything- that someone you trusted recommended? (If you are like me, you probably can't begin to count!) Your friend's satisfaction with a particular store, restaurant, service, etc. can motivate you to try it for yourself, often with the same positive results. This can also be true with your virtual assistant business. Are you reaping the rewards from the referrals of your clients? If not, read on and learn how to ask for them and incentivize your clients to recommend you!

The first thing you'll have to do to get referrals is ask for them. Tell your clients that you would appreciate it if they would recommend your services to their friends and associates. While it may feel strange at first, realize that your clients, too, often depend on referrals for their businesses. They can certainly understand their value, and they will probably be happy to refer you if they are satisfied with the service that you provide them.

If you want to provide your clients with an extra incentive to spread the word, you can create your own referral program. For each referral that leads to a new client, you can give the client that recommended you some sort of reward, such as a gift certificate, a small thank you gift, or credit towards future services. For instance, I offer a $25 credit off my client's next invoice. Not only does it show that I appreciate their referral, but it also encourages them to tell their friends and associates about my services.

So what are you waiting for? Ask for a referral today and watch your client base grow!

Connecting with Your Clients Through Your Webcam

Being accessible to your clients is important to your success as a virtual assistant. Because of the unique working relationship between you and your clients, you will find that the more accessible you make yourself, the better that relationship will be. Most virtual assistants make themselves available by phone, fax, and email. It's a great start, but how can you take it to the next level? Try combining an instant messenger with a webcam!

Instant messaging can be a tremendous tool at your disposal. Often more convenient and less disruptive than a phone call, instant messaging is an ideal way to have brief conversations to, say, clarify a detail on a project or ask a question that can be answered in a single statement. It's a very efficient way to communicate, although not incredibly personal.

Since virtual assistants may work across the country (or even the world!) from their clients' locations, they are often looking for ways to add a personal touch to their communications. People like dealing with people. That age old adage still rings true, but don't think it excludes you as a virtual assistant. Sometimes something as simple as a webcam can provide that face-to-face element that you are looking for.

Many instant messenger applications support video conversations. With a webcam and an audio input (starting at just $30 for equipment), you can utilize these applications and "meet" more personally with your clients who are similarly equipped. In real time, you can discuss projects at length and set goals. It's a simple and cost-effective way to increase your "presence" in your client's office.

If you have been looking for additional ways to connect with your clients, maybe now is the time to explore getting more out of your instant messenger program by adding a webcam. Your clients are sure to appreciate being able to "put a name with a face", and you will enjoy stronger working relationships with them.

One-Minute Interview

As I mentioned in my first post, a different virtual assistant will be featured for a "one-minute interview" on a regular basis. It is a great way to network and learn about the services that other VAs provide.

Our first featured virtual assistant is Shannon Davidson.
Website: www.officesetting.com
Services Provided: Administrative and technical services such as data entry, transcription, database creation, web and logo design.
Best Way to Contact: support@officesetting.com
What You Enjoy Most About Being a VA: I very much enjoy getting to know new people all of the time. It seems like everyday I meet someone new or learn something new.
A Moment on the Soapbox: My piece of advice to other virtual assistants would be to establish and maintain relationships with all clients, regardless of size. Also, if you ever feel overwhelmed with your workload do not hesitate to contract out projects here and there.

Sharpen Your Skills for Less Than You Ever Imagined

The ability to provide great service is the most critical quality a successful virtual assistant. The greater your aptitude, the more competitive you are. Today, you can go online to sharpen your skills- and even acquire new ones- in the comfort of your own home office. Many online courses can even be completed at your own pace.

The scope of the online courses offered today is amazing. Many are even free. That's right. F-R-E-E. Websites like learnthat.com, free-ed.net, and freeskills.com offer their impressive selection of courses at no charge at all. What a great opportunity to be able to increase your knowledge to the benefit of your clients- and yourself!

While free courses can be of great benefit, many are unable to issue certificates of completion. If a certificate is important to you, maybe the offerings of sites like e-LearningCenter.com are more your style. They offer some free courses as well to demonstrate their quality. However, most of their courses are available for a very small fee (all of the ones I looked at cost less than $40) and you are awarded a certificate of completion after you have mastered the content. They also offer bundled courses on topics ranging from web development to small business at shockingly low prices. I took their free HTML course (certificate not included, but I had the option to pay the fee and get one) and was quite impressed.

So what is it that you would like to learn how to do - or how to do better? Spend a few minutes and evaluate what could make you more competitive as a virtual assistant and take the first steps towards accomplishing those things. There is no time like the present to improve your service and yourself. With so many opportunities for free and low-cost courses, all you need is the drive to excel.

Delivering Service Beyond Expectations

It's no secret that starting a virtual assistant business can be much more challenging than you ever imagined! Now that you have put your plan into action, what is the best way to ensure the success of your business? To condense it to a single statement, it is to strive to consistently exceed the expectations of your clients.

You may be thinking there is nothing simple sounding about that at all! However, virtual assistants are heavily relied upon by their clients, and this responsibility should be taken with all sincerity. You will find that if you strive to not only live up to your clients' expectations, but go that extra mile to demonstrate that your services are an outstanding value to them, you will be rewarded with a loyal clientele.

If you are wondering how you can really "wow" your clients with your service, the answers may be simpler than you think. Here are some suggestions that your clients are sure to appreciate:

Understand your project. Although you may be wondering why this will help you exceed your client's expectations, realize that you can't even meet them unless you have a full understanding of the task at hand. If anything is the slightest bit unclear, ask questions. Many virtual assistants worry that asking questions may make them seem unqualified, but just the opposite is true. Your client will appreciate that you care to do it right the first time.

Beat that deadline! Yes, whenever possible, make it a practice to deliver the completed project or assignment at least one business day early. As deadlines loom closer, new clients especially may become nervous about whether you will deliver on time. For many, it will be their first time working with someone in a virtual capacity. Ease their concerns by buckling down and producing a well-done, professional work product (and please remember to double check) ahead of schedule.

Take a personal interest in your client's business. If you have a new client that is in a business that you are unfamiliar with, spend a little time on your own to research it and gain a basic understanding of how they operate. As a virtual assistant, you don't look good until you make your client look good. How will you ever accomplish that if you don't understand your client's business? Surely, they will be impressed by your efforts.

Remember that when the project is done, you've only just begun! After completing a project or assignment on time (or, better yet, a day or two early!), touch base with your client to thank them for their business and ensure that they are satisfied with your work. While a phone call is more personal than email, any type of communication will be appreciated by your client. This probably goes without saying, but if your client is unsatisfied with your work, take it upon yourself to do everything in your power to make it right.

Of course, it isn't possible to list every strategy for exceeding your clients' expectations. There are many things you can do to show your clients that their decision to find a virtual assistant was a wise one. The most important aspect of delivering exceptional service is to show that you genuinely care. Keep in mind that it's the little things that can make a big difference!

Welcome!

Welcome to my new site dedicated to providing resources and advice for virtual assistants. I am excited to begin this adventure and to network with new associates! While I plan to write many of the postings myself, I am also open to using articles that have been submitted by fellow VAs (please, though, if you submit something, make sure it is your own ORIGINAL material). Filler material will also be considered, so if you have a euphemism or funny story that you'd like to share, please do. Of course, credit will be given to the authors, so this may be a great opportunity to get your name out there!

One thing that I have noticed about so many of the virtual assistants that I have come to know is that they are dedicated to providing great service to their clients. They have invested incredible amounts of time and energy into their businesses and take great pride in a job well done. In the spirit of promoting an industry of accomplished and competent virtual assistants, I hope you will join me and mention this blog to other VAs.

I would like to feature a different virtual assistant regularly, so submit your information if you would like to be considered. This can be a great way to get to "know" each other and network. We can all get a feel for the services that other VAs offer and possibly make referrals to our clients who may need services that we don't provide ourselves.

My goal is to provide a great resource for virtual assistants, both established and new to the field. Your suggestions are of great value. I invite your input and look forward to your replies and emails. Please join me in this journey!


Rosanna