Fair warning: This post is going to shock some. But it is for the common good Dear Reader. Those who are offended will leave (and my evil plan will have worked). Those who understand, perhaps we should do business together. Give me a shout.
Golden Rule #1 ~ Pay Your Bill
This one probably seems obvious, or even crass, but nothing else can happen without it. Your Virtual Assistant may well be involved with charitable organizations, but this is not one of them. He or she must work and pay the bills like everyone else, and cannot do so unless clients pay as agreed for their services.
This is a matter of ethics, of respect, and of honor for the value brought to you and your business.
Golden Rule #2 ~ Respect Procedures
You can’t take shortcuts here. Your VA has systems and processes in place to handle a multiple client business model. Some examples: service agreements or contracts, billing and payment, turnaround time, office hours, communication and collaboration methods. SOP’s are necessary to run any business efficiently, sustainably, and successfully. Virtual assistance is no exception. Your VA may even be helping you set procedures up for your own business.
If you do not have time to follow the rules, this does not bode well for the partnership.
Golden Rule #3 ~ You are a Client, not an Employer
Here again, it is necessary to remember that your Virtual Assistant is a self-employed, independent business owner running a multiple client practice. A vendor, not an employee. As such, he or she cannot be at anyone’s constant beck and call or available every hour of the day. There is much work to be accomplished on several fronts, and you contracted with this person to help get things done. Nothing much gets done with constant interruption. Multi-tasking is a myth. Our brains are not computers and can only do one task at a time. So the VA must focus and will probably have set response times for returning emails and phone calls. Your emergency generally cannot become your VA’s emergency.
If you need someone solely dedicated to you and on call or under supervision, you probably need an employee.
Golden Rule #4 ~ Communication, Communication, Communication
Most reputable VA’s have years and years of corporate and/or small business experience under their belts. But there is still a learning curve when it comes to your specific business and needs. You come with your own systems and processes, working and communication styles, and much more that is exclusive to you. There will be lots of questions at the beginning, so be patient and take the time to answer them.
One of the great things about an ongoing partnership with a Virtual Assistant, is that the longer you work together, the smoother and more efficient your collaboration becomes. Before you know it, you’ll be checking stuff off that To Do list like there’s no tomorrow.
But guess what? This does not happen by mind reading or magic. It takes clear 2-way communication, as well as a commitment to delegation and follow-through. You’re part of a team.
As a member of several industry discussion groups, I can tell you that the number one reason for the failure of Client/VA partnerships is a breakdown in communication. Projects stall, or the deliverable is not what was expected. This is almost always because key information was not communicated or is not forthcoming. As the old saying goes, “You can lead a horse to water…”
Clients must be active collaborators and communicators.
The Tough Love Wrap Up (We Love You, but…)
We love you, Dear Client, we honestly do! We want to help and support you. That’s what we’re good at.
But to do so, we must hold you accountable for your end of the deal. Would you expect any less of us?
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I am a VA and I just loved what you had to say.. I wish I could send this to just about every client I have. In the past, I have had a couple of clients that I have had problems getting to pay (I have since dropped them). It is a sensitive subject, but one has to be assertive.
For those of you just starting out, I think it’s important to read this and remember that you are not an employee.
Thank you so much for your thoughtful comment Christine. And you summed it up well in your own blog post. It’s about “mutual respect”.
A shout out of thanks to Kelly (http://www.blogger.com/profile/02812497129220294591), who commented over at the old Blogger site.
Here’s what she had to say:
“Holy Cow! This was brilliant! I am a problogger/social networking consultant with multiple clients and this applies to anyone in the freelance world. HOWEVER, I know that VA’s struggle especially hard at earning the respect they very much deserve!
I plan on sharing this post on my blog! Very well said…”
Thanks again Kelly! I look forward to your blog post.
So well said Denise! I love this. Kudos to you
I will have to re-read this over and over again. Even after 5 years as a VA there are still clients who try to get around these issues. Ones that acknowledge that we have other clients are usually the ones who I get along with best, they know they are sharing my services with other professionals and that my policies are in place to protect them and serve them best.