What this means is that we are now offering web design packages with the virtual assistant and private investigator/judgment recovery agent in mind.  These packages include some of the most asked for addons for the particular industy.

For virtual assistants our sites include:

Newsletter manager (no more paying third party companies)

Events calendars

Task management ability

Event and seminar registration

Companion blog (with matching template)

and more…..

For private investigators and judgment recovery professionals:

Newsletter manager

Ability for clients to download contracts directly from website

Collaboration software

and online client bill paying

These addons are just one’s that are already included in the package.  Should you want another feature, chances are it can be added.

So whether you are a virtual assistant or private investigator who needs a website or wants their website revamped check out our two vertical markets:

Virtual Assistant

Private Investigator/Judgment Recovery Agent

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Virtual assistants may provide all the services that a secretary will perform and others may not. For example, you may have virtual assistants who will answer phones, contact clients, etc and others who may not offer these services for numerous reasons. It all depends on your needs and desires. Some virtual assistants will work on a project-by-project basis and some require retainers. Again, it depends on yours and the virtual assistant’s needs and abilities.

Confidential virtual assistants are basically the same as a virtual assistant except for one major difference-CVA’s take confidentiality one step further than a regular virtual assistant. Like a virtual assistant, CVAs guarantee they will not disclose any information regarding your business and the projects they are completing for you. In order to add confidential to the virtual assistant title, CVAs need more than just virus scan and firewalls, they need encryption software, password protected computers, password protected/encrypted backups of client data, means to destroy any print data (i.e. shredding, burning). CVAs also have a software program so that electronic files can be shredded (i.e. PGP shredder) A CVA doesn’t take security and confidentiality lightly.

One of the biggest misconceptions of a confidential virtual assistant vs a virtual assistant is the price. There is no difference in pricing between the two just a difference in what you get for your dollar.

So the next time you think about getting a virtual assistant look for more value for that dollar by hiring a confidential virtual assistant.

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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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Virtual assistants are small business owners who enjoy helping clients run their business smoothly and be a solution to their administrative challenges. They work on their own usually from a home office and they have the skills needed to get the job done. They can become a great asset to any business, however there are reasons that you should not hire a virtual assistant.

Watercooler-If you are the type of person who needs somebody to chat with about the latest TV show, the latest politics, and all around general gossip, a virtual assistant is not right for you. While some virtual assistants enjoy talking about family and other things like that for a brief time, they can not spend a long time chatting because that is taking away from their bottom line.  As long as they are on the phone with you just chatting takes away from doing work for other clients because they only charge for the time spent on projects.

Control Freak-If you are a person who needs to be in control of every aspect of your life and business, a virtual assistant is not for you.  Virtual assistants have gained much experience over their years in the corporate world that they have the skills and drive to get the projects done when needed and in a cost-effective way. They do not need somebody looking over their shoulder every second of every day. However, you should be updated at least weekly as to how things are going on your project.  If a virtual assistant is not doing this and is not getting your project to you on time, it may be time to find a different VA.

Beck and Call-This brings me to the thought of a movie called two weeks notice starring Sandra Bullock and Hugh Grant. In this movie, Hugh Grant could not even make a decision as to what to wear without consulting his assistant (Sandra Bullock). If you are looking for somebody who is just waiting for you to call them to get advice on something irrelevant to the projects they are doing for you, a virtual assistant is not right for you. They are there to discuss different aspects of your business such as marketing, handouts for trade shows, next step for your business etc but before you call your VA at midnight, you need to decide whether it is that important or if it can wait until morning. If you have a tendency to forget an idea, right it down in a notebook somewhere and use it for reference when you wish to speak to your VA.

Illegal- If you are looking for somebody to help you in a business that is illegal or handle a project hat is illegal, a virtual assistant is not for you. Virtual assistants have too much at stake to even consider doing things that are illegal. Besides the fact that it is unethical by any VAs standards, it can also do a lot of harm to their business and personal lives.  Most VAs are sole proprietors which means anything they do with their business also effects their personal lives. This could be anything from being sued to going to jail and I don’t know of one VA who is willing to do that for any of their clients.

So there you have it, four reasons that you do not want to hire a virtual assistant. A virtual assistant can be a life saver to any small business but if any of the previous qualities and requirements describe you, you may want to hire an employee instead of a VA.  VAs pride themselves on their business and their reputation and while they treat every client as if they are their only client, you can not take advantage of this because that particular VA may just kick you to the curb.

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One of the comments was that virtual assistants had contracts that needed to be signed and they didn’t want to sign them.

Yes, virtual assistants do have contracts but they don’t only protect the virtual assistant, they also protect the client. A well written contract will protect the rights of both parties in a balanced way – you really DON’T want to work with a VA who does not use a contract (unless the work involved is a very small amount and non-sensitive in nature), since it is both unprofessional, and risky!

Some common contract clauses:

•  Intellectual property rights and copyright protection clauses. This protects the client because it is in writing that the VA will not use or sell any material belonging to the client.  If this is not included, virtual assistants would be free to use and sell any material that their client provides to them. That means trade secrets, articles, etc.
   
• Most contracts state that the VA will return all materials to their client should there be a reason that they no longer work together. If this was not in the contract, the VA could hold those items “hostage” – this can happen with an unethical assistant of any kind, including in the office, if you do not have the requirements legally spelled out.
•  Many contain confidentiality assurances. This protects you and gives you a legal option if your information is carelessly shared with others.

Another commenter said that it didn’t work out not only because the client didn’t take the time to plan what needed to be done but also because the VA didn’t take the initiative to do anything without detailed instructions.  When you do an initial consultation with a potential VA, you need to have a list of what it is that you don’t believe are the core tasks of your business and what you really don’t like doing. If you don’t have a list, you need to be able to explain what a typical day entails for you, then a VA can help you figure out the best things to outsource.

Working with a VA is the same as working with an in-house employee, neither can read minds so they need to know what it is that needs to be done, at least at the beginning.  Once you have worked together for any length of time, the VA will be able to get a routine going and know when you like articles done, or when to backup your website, etc.

Communication is essential – a good VA will remind you occasionally, or ask questions to clarify, but YOU must state definitively what you need to have done, and how you want it done. Again a VA can not read their clients’ minds, and if you want the job done completely, and correctly, you must give clear information about what that means.  If you send them a spreadsheet with no specific instructions, it is just a spreadsheet.  VA’s are there to make their clients’ lives easier and to do the work the way the client wants it done, or to find a way to do the same task more efficiently without compromising the results. You can’t just send them a file with nothing else.

Over time, a VA will get to know how you want many things done, and will be able to lessen the amount of instruction needed for routine tasks. If instructions have been given, and the work is still not done without prompting, then you may be working with a VA who lacks motivation. If that is the case then by all means “fire” them and find a different VA that is a better match.

Another person stated that they need more of a relationship with people they work with. There may be VA’s who prefer to be professionally reserved, and everything is work, work, work with them but there are VA’s who really like to get to know their clients personally as well as professionally, you just have to find the right match.  To do this, when you initially consult with a potential VA, talk about business but also ask them about themselves personally. If the VA tends to shy away from talking about themselves and you can’t carry on a casual conversation with them, then that VA might not be right for you.

Just remember a VA can not read your mind, they have contracts so they can protect themselves as well as their clients, and as in all industries there may be a few bad apples but for every bad apple, you will find a dozen good apples. Also remember the most important tip of all, you get out of a VA what you put in, so take the time to build the relationship, convey your wishes clearly, and you can build a working relationship that benefits your business for years to come.

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 Raising prices for products/services should be a last resort.  A few things can be done to cut corners without compromising the service to clients. 

1. Do you really need the newest gadget? In a world of cell phones, laptops, computers, blackberries, Iphones etc who wouldn’t want the newest greatest gadget to go with the technological world that we live in?  This is when you have to really sit back and think, do you really need it?  Are you losing time and productivity because of the technology that you have now? If the answer is yes then by all means if you can afford it, go out and buy it, but if you just want the latest, greatest, coolest gadget out there for the prestige, walk away. If you do feel that you need new equipment, check out sites like www.ebay.com, www.amazon.com, and www.woot.com for low-cost alternatives.  If you use Ebay, just be leary of what you are purchasing and make sure they have good feedback from previous customers. On Amazon, you can read reviews, and often choose between new and used. Always test a trial version of new software before you buy.
    
2. Do you really show your clients that you care? There is more to customer satisfaction than just getting their work to them by the deadline. Your clients need to know that you care.  This doesn’t need to cost anything.  It can be something as simple as talking to them and finding out about their problems and then finding a solution for them. I don’t mean selling them more services/products, I mean actually listening and offering a solution. Doing small and thoughtful good deeds can mean the difference between retaining a client or losing one.
    
3. Are you flexible in how to get more clients? With the economic woes, people are going to need different types of things than they once did.  People need to be more cautious about how they spend their hard-earned money.  Do you have a plan on how to capitalize on this?  At times, this may mean offering different types of services/products at different prices.  I don’t mean a lower quality but I do mean a lower price product. For example, if somebody only needs a letter tweaked, instead of charging hourly, just charge a flat rate or don’t charge at all unless it is intensive tweaking.  Are you willing to barter, will you help someone with a custom solution, and can you revise your product or service to meet a new need? You will gain more clients by showing that you care about them and their needs.
    
4. Can you outsource any of your business tasks? Outsourcing does require you to spend money but it can also help you to receive money. Some people may think they are saving money by handling everything themselves from administrative work to website design and everything in between. If you are one of those people, next time you start working on your website or you administrative work, make a mental note as to how much time you are spending on these things and what you could be doing in that time to help increase your profits. If you are spending 5 hours doing a task that a pro could do in 1, you are losing money at it – if you charge $45 per hour for your time, and a pro charges less, you are losing money even if you can do it in the same time. If a pro can help you avoid costly mistakes due to inexperience, it also makes more sense to hire it out. 

Being a small business in hard economic times is doable it just depends on what you do to create the sustainability factor. It may require thinking outside of the box a little bit but it can be done in a wildly successful way.

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There may be occasion when the client or the VA feel that there is a major compatibility issue between them and when/if that time arrives it should be dealt with professionally. If compatibility is a problem then both the VA and the client will feel increasingly frustrated, and work will be impaired – this can be harmful for both the client’s and the VA’s business.

If it doesn’t work out, the following standard of professionalism should be observed:

• Both parties should give each other a reasonable amount of time to discontinue working with one another.
• The client should pay any remaining fee pertaining to work that has already been done by the VA.
• Once payment is received, the VA should return any and all materials provided by the client, and when necessary, facilitate a smooth transfer of needed information to another VA.
• Emotions should not overcome either the VA or the client in which either party starts to spread rumors or complaining publicly about either one.  This is both unprofessional and may result in legal action if harm is done to the business of the other.
• The client should seek out another VA if they believe that those types of services could benefit them.  

No one wants to have a business association that just does not work out. But sometimes it does happen. Keeping things professional, and following through on the details helps to avoid personal trauma, and potential legal liabilities due to harm that is caused to the business of another.

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All VAs should have a contract outlining their processes, their liabilities, their confidentiality pledge, what is expected of the client, warranties, return of materials, terms of the contract, payments and any other issues that are necessary for that particular situation. The VA should then go over the following with their clients:

• Instructions on how to get files from point A to point B.
• Any usernames and passwords that are required for back office access.
• If necessary, begin learning new software required to manage documents and projects.
• If required, invoice for first month’s retainer. Retainers are standard in the industry, and may be required for many months.
• Ask if there are any questions, comments or concerns.
• A contract WILL contain legal language. It cannot protect your interests if it does not!  

The First Work Assignment 

Once the contract is agreed upon and signed by both parties and the necessary information is given, now is the time for the actual work to begin. By following the next set of procedures, it helps to ensure a long, successful partnership with a virtual assistant.

• The VA and client should be prompt in returning phone calls and emails (24-48 hours).
• The VA should be willing to send updates on projects when/if it is requested.  The client should also be willing to send updates quickly if they require additional or different information than previously discussed for that particular project.
• A VA should be able to supply clients with some type of documentation showing exactly when and how long a project was worked on, when requested.
• A VA should address any concerns, comments or questions promptly with the client should the need arise.
• Both VAs and clients should take suggestions with an open mind from either party. A good VA will make suggestions to help you, while still listening to how you do business. 

The first few assignments are a time of getting to know one another, testing the waters, and learning a new way of working, for both parties. Patience with one another helps to facilitate the process of growing into a strong working team.

Once a VA is found to satisfy your needs it can become an extremely profitable and smart business move. Working with a VA not only relieves your stress, it also helps take some of the anxiety away that comes with running a business and being a solo-preneur.

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Many business owners do not understand how to work with a virtual administrative assistant (VA) – it is a fairly new industry, and involves fairly contemporary use of technology.  While many different variables can occur with each process there are some standards within the industry for working with a VA.

Before work can even begin, a virtual assistant should offer a consultation.  This consultation should be about learning about the potential client as well as giving the potential client the ability to learn about the VA.

 What a VA hopes to achieve 

• Information about the potential client’s business such has what type of business, how long been in business, where the client would like their business to go, etc. This helps the VA offer more personalized service.
• Challenges that the business is trying to overcome such as marketing, competition, administrative etc. This helps the VA know what services will benefit you most.
• What the business owner expects from their virtual assistant. This information helps the VA meet those expectations more precisely.
• The client’s personality type and compatibility, so the VA can work with the client more successfully.
• Closing the deal – the last point of this meeting is generally an agreement to work together, if such a decision has been reached.

     What a consumer should hope to achieve 

• Information about the VA’s background such as business, experience, history, client satisfaction, etc. This may have been given earlier, but here you have a chance to ask specifics.
• How to work with a virtual assistant. A VA will let you know if they have an online back office for your convenience, whether project documents are typically emailed, and how, or in what manner project specifications are delivered and returned.
• What to expect from the VA such as communications, project updates, etc. They may have a policy for deadlines, and usually have a policy for issuing updates or reports. You’ll also learn their billing and retainer policy.
• The VA’s personality type and compatibility. You’ll learn whether you can work with this person, or if they just drive you nuts.
• Getting the biggest bang for your buck. A good VA can offer suggestions for streamlining the work to keep it as affordable as possible.

Once the initial consultation has taken place it is then the VA and the clients’ responsibility to decide if the VAs services can benefit the client, if working with a VA is a right step for a client, if the clients needs are something that the VA can address and provide solutions for and most importantly if there is compatibility between the client and the VA.

Compatibility between the VA and the client is extremely important because if there is an issue of trust, micromanagement, or just two completely different personality types there may be issues in the future and then both the VA and client will be frustrated and nothing will get accomplished.

An initial consultation can take place over the phone, in person, or occasionally, by email. It is an important first step in beginning to work with a VA.

Working with a VA is not just a quick 10 minute process. It takes planning, consideration and dedication.  VAs are there to help businesses succeed for the long haul.

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Some would say unless the person who knows anything about the case is licensed in that field, it would be considered a breach of privilege.  This is a legally untenable position, which, if applied to all situations, would have the majority of professionals in trouble. It would eliminate the possibility of all of the following situations:

• Unlicensed office secretaries, receptionists and assistants.
• Unlicensed internet service providers.
• Unlicensed photo developers.
• Unlicensed sub-contractors of any kind.
• Unlicensed computer repair techs. 

The standard consensus about breach of client privilege is, as long as somebody is doing work for the investigative professional, it is not a breach of confidentiality.  Sometimes business owners need to seek the help of outside professionals. It is both ethical, and good management to do so. The key is to select outsourcing professionals who are trustworthy, and who understand and respect the client confidentiality standard. 

Here are a few tips for increasing security when working with third party professionals:

• Do a thorough background check on those whose services you utilize
• Check references
• Interview the person
• Go with your gut feeling – often this is based on subtle, unexplainable reactions to body language, verbal inflection, or wording that you cannot pinpoint, but which all originate from legitimate informational sources.
• Start with small tasks which are not highly sensitive. Work up to more confidential tasks as trust develops, and not before.
• Create a good contract, which spells out your expected level of confidentiality, and their status as your representative for the tasks in question (so you have legal proof that they are acting on your behalf in the jobs in question). 

Ultimately, investigative professionals as well as other small business owners need to do their own due diligence before hiring anybody.  If the company being considered for hire won’t allow any type of “investigation”, run as fast as you can in the other direction.  If they won’t let potential clients do reasonable background checks (in relation to the confidentiality of the job in question) then they have something to hide.

Confidentiality is a serious issue. But the law provides for assistants and other helpers. Choose wisely, and your business can grow smoothly through any phase, even when the amount of work you need assistance with is small.

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