Tracy Collins, Web Designer
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Web Design For The Pet Industry
Bad Virtual Assistants And The Impact They Have On Good Virtual Assistants
October 17th, 2008 | 
Author: Recently I have been trying to decide as to whether or not I want to continue being a virtual assistant. Not because of lack of work but because of lack of ethics, customer service and personal attention that other VA’s are displaying. I’m totally appalled and in shock.
I must say not all virtual assistants are only interested in the paycheck and not the client. In fact, there are several who do have great work ethics and really listen to their clients and enjoy the work they do, not just for the paycheck but for the sound in their clients’ voices when they have dropped their stress level significantly. To them, I say thank you for overcoming the challenges that bad virtual assistants are causing us.
Just this week I have seen numerous people complaining about their virtual assistants. One person hired a VA and fired her within 4 days. Another person is not getting the personal attention and the customer service that they should be getting from their VA and he is so fed up with it that he is willing to give up on virtual assistants all together.
What the heck are virtual assistants who really in truly look out for our clients supposed to do when so many VAs are giving us a bad name? I have seen virtual assistants talking about requirements for VAs such as schooling but even that isn’t going to help. Schools can not teach virtual assistants how to implement good ethics into their business. That is something that needs to be learned on their own. They need to learn the finer point of skills such as defining and applying good ethics, and to put the client first instead of the paycheck.
One of the reasons that I think so many people are becoming virtual assistants is because it has been advertised that all you need to be a good virtual assistant is a computer, internet connection, printer, and telephone. Amazingly enough I just saw a blog post today that said “Earn Big Bucks (right now) by becoming a virtual assistant.” While computer, internet, printer and telephone is all you need to become a virtual assistant it is not all you need to become a GOOD virtual assistant.
I can also guarantee that just by saying you are a virtual assistant and opening your “doors” will not earn you big bucks. Becoming a good virtual assistant means not just saying you do, but actually implementing the following, listening to clients, finding out their needs, going that extra mile instead of taking shortcuts. If they desperately need your help but can’t afford the $40 per hour that you charge, then why not work out a plan so you can give them the help they need without breaking their bank. Maybe when they say I need help with this, and this, and this but I can only afford to pay you this, don’t kick them to the curb, instead sit down and figure out what should be their priority and handle that project.
One of the complaints that I have been hearing is I only need a part time person but nobody is willing to work part time. Doing part time work may not sound appealing but that is the reality of being a VA. You work for many clients, a little here and a little there. Full time work is the exception, not the rule, and it comes as a result of doing piece-work. Once you do part time work for somebody and then with the passing of time your client begins to rely on you and trust you, it may turn into full-time work. Not to mention the fact that if they are satisfied they will tell their friends, which means more business for you.
What’s sad is that a lot of the bad VAs are complaining about the competition from virtual assistants over in the Philippines, China, India charging $5 per hour when they shouldn’t because if clients get the kind of customer service that I have been hearing about over here in the states, who can blame them for going overseas. At least if they are only paying $5 per hour, they expect bad customer service.
When a VA gives good service, overseas competition ceases to be a threat. Good service consists of competent performance of required tasks, combined with a willingness to go the extra mile, and to look out for the best interests of the client. The VA industry needs more VAs willing to do that, and fewer who think it is just about the money. When it ISN’T just about the money, earnings go up!
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Read an article that I wrote as a guest blogger for All Biz Answers entitled Why Should You Hire A Virtual Assistant
Thanks for starting this conversation, Tracy!
Schooling/training *can* teach VAs how to run ethical businesses. At AssistU, it’s a big part of what we do. All our VAs, in fact, have to agree to run their businesses in accordance with our Standards of Excellence and Ethics Pledge, and sign that pledge yearly. If they can’t or don’t sign it, they are no longer able to be associated with our company/community.
We stand behind that pledge and hold them accountable by having available to their clients a grievance process that can be entered into if a client believes his/her AssistU VA is in violation of our pledge. In the years that it’s been in place, only three grievances have been filed–and only one was valid.
We *also* teach our VAs to have well-run, profitable businesses, where they only work with ideal clients (part of being ideal would be being able to afford the VA’s fee), and they also always stand for the client. They know that when they do what’s right for the clients, they also do what’s right for themselves.
Having a profitable business and being ethical are not in opposition–at least for AssistU-trained Virtual Assistants.
What it really comes down to is standards–and the majority of industry organizations and leaders have/require none.
There’s the real problem.
I operated a VA practice before and since graduating from AssistU’s Virtual Training Program. I entered the program as an ethical person, but the program taught me to spell out and uphold my ethics in my business. I am a far better (and more successful) Virtual Assistant and business person since graduating from AssistU.
I sense your frustration, and I have shared it on many occasions. Keep fighting for our industry – it’s more than worth it!
Stacy,
I’m glad to hear that your company requires a pledge to be signed and if they can’t or won’t sign it they are no longer associated with your company however, those VA’s may no longer be able to associate with your company but they can still be practicing VAs and getting clients and still providing the same horrible service.
As far as being able to afford the VAs fees, instead of being all about money work around the clients needs not necessarily by lowering their prices but if a potential client says I need a spreadsheet done, some invoicing done, and a letter typed up and the VA replies that it is going to cost $200 and the client says well I only have $100 then that VA can suggest prioritizing and what ever is the most important task that they need completed as long as it can be done for $100 then the VA can take that task on. That is truly listening to the clients’ needs.
Jessica,
Thanks for the comment. I’m glad to hear that you uphold your ethics but the thing is, how many of the VAs that are currently running a business have gone to a school? My guess is a very small percentage.
The question also remains, why should a VA have to take a training program to learn to uphold their ethics? That is something that should be within them not something they just learn. Something they feel defines them and is a part of them.
In response to TCollins,
I, like Jessica, started my VA business before enrolling in the AssistU Virtual Training Program. Like Jessica, my ethics, which were already firmly in place, were confirmed and strengthened during the 6 months of training and beyond.
You (tcollins) are right that even though someone has lost their place in the AssistU community because they cannot keep the ethics pledge, they can still run their VA practice. All the more reason, I think, that people who consider partnering with a VA first look at AssistU. The ethics pledge we sign is there for potential clients to read. (http://www.assistu.com/client/va-ethics.shtml)
Potential clients can also verify whether a VA is actually part of the AssistU community, and approved to carry the AssistU name.
Again, my ethics were strong before I attended the VTP. My name on the AssistU list is like a bond to a potential client who may never see me face to face.
Hi Tracy,
You may find this hard to believe but so far I have found the ethics and morale of virtual assistants to be way more positive than when I worked in the police department. Perhaps it’s ignorance on my part because I’ve never encountered any of their clients, only know what I hear first hand from actual VAs.
Although it is sad that these Virtual Assistants are giving us a bad name, this is a common problem for all careers. When you go to the Doctor’s Office, Post Office, Secretary of State, grocery store and even McDonalds, you will come across crappy service and great service from people who go that extra mile to help another person out. I really believe it is a characteristic within people. Look at Laura for example, how many people would be willing to use their “billable” time helping others out of kindness? Not many at all! I think these qualities are what makes us stand out the most. Our kindness is what makes contracting us as a VA more appealing than contracting others. Don’t give up, give what you have…a big heart.
Imagine how much trouble the world would be in if the minute amount of goodhearted police men gave up because of the bad name they get? We need those good guys big time, and they’re out there. They’re just hidden in the back round making the world a better place.
Dawn,
I totally agree with you. That is why I continue to be a virtual assistant because for every bad VA there are several good VA’s and if those good VA’s keep giving up, then all that will be left is bad VA’s and I really don’t want that for the industry.
I agree. Without Laura, I wouldn’t be where I am today and for that I thank her and I also try to pass that onto my clients as well. Helping is the first priority as it should be. Unfortunately willingness to help without expecting anything in return is hard to come by these days.
Thank you for the commendation. Sometimes Virtual Assistants are deemed to be bad but actually we are just here to help them with their needs.
Your post is very informative.
This is so true, because some of those bad Virtual Asssitants ruin the dignity of those who are doing well. They bring the industry down, and they also ruin the trust that a client has.