By Tina Hilton of Clerical Advantage 

Time tracking is an important component in the virtual assistance industry.  Because clients are only billed for time actually spent on their tasks, it is vital that a virtual assistant have some sort of system in place to track time.  Some clients are going to demand to see the exact breakdown of time, while others will be the type that aren’t concerned with it all that much.  I think it’s a good business practice to have (and use) a time tracker that allows you to send every client the breakdown regardless.

As I’ve mentioned before, I started my little business on a non-existent budget, so finding free applications to use was of utmost importance. There were several free options available at the time, so I chose one called Time Tracker.  It was a download-able stand alone that allowed me to personalize by client and tasks.  But in the free version, I had to export the information into excel and toy around with it by adding the name of my business, etc. before it was ready to send to a client. Then I started doing research for my post here at HOW last week.

It was eye opening, even for an established virtual assistant like myself, to see all of the options out there.  I decided that it was time for me to see if I could find something…still free…that gave me a little more than my current program was offering.  I decided to try MyHours.  It was a bit different since it was web-based and not a stand alone, so at first I was skeptical.  After spending just a few minutes inputting information on tasks and projects I notice that there was a ‘lite’ version that opens a little pop up window, which gave me the feeling of my old stand-alone.  I liked that feature.  I also liked the fact that I could generate reports by project, task, client or category and those time-sheets could be printed, exported to excel or e-mailed directly to the client.  This might seem like a small thing, but the added convenience is nice.  The time-sheets are also extremely detailed, allowing my clients to see just how their time was spent.  I can also look at my hours in a daily view, giving me just the tasks and time for the day I choose; or by month.  I can also input clients, work categories, projects and individual tasks which lets me literally account for every minute spent on client time. ( an example of a timesheet can be seen by clicking the image at the top of this post)

I can also access MyHours from my nifty new Blackberry Pearl, which makes it handy on those occasions when I need to make post office runs for mailings, etc.

In conclusion, after a weeks trial, I really like MyHours and will continue to use it.  However, I haven’t deleted my old standby Time Tracker from my system yet, mostly because I want to have a back-up in case of Internet connection issues. Honestly, I think it’s a personal preference like anything else, but for those of you looking for a really good, no-cost time tracking application, you might want to check out MyHours.

By Tina Hilton of Clerical Advantage 

It appears Mark Shead challenged the Virtual Assistant industry to a Bobby Flay’esque’ Throwdown with his “Ultimate Virtual Assistant Guide“  over at Productivity 501. So much so that he was prompted to write a follow-up post called “Offending the Entire Virtual Assistant Industry” due to the negative responses he received to his guide.  Most of the negative response was due to his quoting of the low pricing available by utilizing overseas virtual assistants. Oh, and apparently his mention of choosing a local college student to do the tasks he needed.

As a virtual assistant, I can honestly say I found a lot to be positive about in his ‘Ultimate’ guide.  I love to see clients writing about their experiences, good or bad.  It provides me with information that I can use to tweak my services to better serve the needs of clients.   Does this mean I’m going to lower my rates from the $30-$45 range (depending on the tasks/skills required) to the rates of overseas VA’s or a college student?  Of course not.  After all, what constitutes making a decent living in India is not the same as what pays the bills here in the U.S.  That also doesn’t mean that I feel ‘undercut’ by those overseas VA’s.  It’s like anything…some people prefer Wendy’s burgers to McDonald’s.  Some clients are going to be looking for virtual assistants with great English grammar and speaking skills, while some will be looking for a bargain. It’s business. And competition is healthy.

Do I agree with everything in the ‘guide’?  No, but I don’t think one has to in order to gain something from it.  Personally, as a professional virtual assistant, I would steer people looking for a VA to the forums and websites where many of us ‘hang out’.  There are a wide variety of talented VA’s that can be found over and the Virtual Assistant Forums and VA Networking, among others.  But that’s coming from a virtual assistants perspective. 

Regardless of the controversy the post stirred up, I believe it provides valuable information, both to clients curious about the industry as well as for VA’s themselves. Keep an open mind and head on over to check it out.

By Tina Hilton of Clerical Advantage 

Since my series  “I want a virtual assistant…now what?” went into some details of working with a virtual assistant, I thought it might be helpful to share some information on some of the ‘tools of the trade’ that a virtual assistant may use in their business.  This list is no where near complete, as I’ve just listed the ones that I’ve been made aware of.  If you know of some that I haven’t listed, feel free to share the information in the comment section.

Phone:  Many virtual assistants rely heavily on telephone communication.  Some of the telephony type services available are:

Fax:  In lieu of a tradition fax machine the following can be used: *note: Onebox and RingCentral also offer fax services*

Time Tracking and Billing:  It is crucial for a virtual assistant to be able to track time spent on individual clients and client tasks as well as invoice for those hours.  Here are some of the time tracking and billing choices available.

Money Transfer/Wiring:  You’ve billed, now it’s time to get paid. You can go the traditional pay by check route or you can try one of these.

File Sharing/Collaboration:  Having a central location or ‘online office space’ is important for the sharing and collaborating between client and virtual assistant.

Online Calendaring: Many of the collaboration sites listed above also have calendaring features.

Marketing: Whether you’re doing your own marketing or it’s one of your client assignments, these may be of help.

Remote Access:  Being able to access client e-mail, databases and other programs resident on their computers can be a big part of a virtual assistant’s services. To accomplish this, remote access is key.

Freelance sites: Looking for more clients?  You can try one of the freelance sites listed below.

As I said, this list is just a jumping off point, as I’m positive there are many, many more tools out there that work well for virtual assistants.  Feel free to add to the list, and if we get a  huge response, I’ll republish with all of your links added as well.

By Tina Hilton of Clerical Advantage 

Part 4: Is it good for you?

First I want to apologize for the delay in posting this 4th and final installment to the series.  My youngest had his high school graduation last Friday and the week was filled with special events.  But I’m back and ready to wrap up our series, I Want a Virtual Assistant…now what?.   We’ve covered finding the VA, being a good client and how the whole virtual assistance thing works already in the first three installments.  In this final installment we cover how to determine if it’s working for you.

Just because you’ve contracted with a VA and they are completing your assignments and projects doesn’t necessarily mean it’s working.  After the first few weeks, you should sit back and do an assessment.  How well do you and your new virtual assistant communicate?  Do they require extensive explanation of assignments?  Do they keep you well informed of their progress? Are you happy with the results you’re receiving? 

By now, communicating with your virtual assistant should be comfortable. That initial awkwardness should have disappeared and both of you should feel a certain level of comfort when communicating.  Are you spending a lot of time explaining how to complete the assignments or projects?  If so, perhaps you needed a VA with more experience in your particular field. 

But keep in mind, it might not be a lack of aptitude on the part of your virtual assistant.  Are you sure your instructions are clear and complete?  Are you assuming that your VA has the same knowledge of industry vocabulary and protocol that you have, when they may not?  Don’t jump to the immediate conclusion that it’s the VA who is incapable, when it may just be your instructions that are lacking.

Are you receiving progress reports at regular intervals?  Now when I say regular, I don’t mean several times a day.  It may just be a once a week report. The important thing is that your virtual assistant is keeping you informed of their progress.  This is where many clients micro-managing comes into play.  Remember, if you expect your VA to contact you several times a day with progress reports it’s taking valuable time away from their ability to complete your projects. Set a reasonable contact schedule and stick to it, even if you’re itching for hour by hour reports.

What about the end results?  Are you pleased with the work that has been done?  Do you see room for improvement?  You should be communicating these needs to your virtual assistant.  Give them time to adjust before deciding they aren’t working out.

And what if this collaborative relationship just isn’t a match made in heaven?  It’s perfectly acceptable to pay your current VA for their time and let them know that you feel you need to find someone that is a better fit for you.  And be aware that your virtual assistant has that same right.  They may tell you that you’re not the right fit for them. If so, be thankful they are being honest and find a virtual assistant for which the relationship ‘fits’ for both of you.

Even if the VA/client relationship is perfect, there may still be adjustments you need to make as time goes by.  Don’t be afraid to tweak things. And your virtual assistant should also be honest when they feel something isn’t working as well as it could.  The flexibility of being able to change direction is crucial.  For example, you may have started out having your VA manage your contacts by remotely accessing your computer. The time your VA has available often coincides with the time you need to be active on that computer.  Your virtual assistant suggests moving your contact management to a web based service that you can both log into.  By doing so, both of you have access to the information with no constraints.  In fact, either of you can log on from anywhere at anytime.  Or perhaps those direct marketing campaigns you sent off to your virtual assistant aren’t netting you as many customers and you thought.  Your VA mentions that perhaps a business blog or e-newsletter is a more cost-effective alternative.  You speak to a few colleagues and they indicate that business blogging is a great marketing tool.  You decide to shift your virtual assistant from direct mailings to setting up and maintaining your business blog. Flexibility. Adapting to change. It’s the law of survival in the wild and in business.

In the ideal virtual assistant/client working relationship, it will become a long-term, collaborative effort toward the common goal of making your business run more smoothly and become more successful. After all, your success is our goal. And that means success for us as well.

by Tina Hilton of Clerical Advantage

Part 3: How exactly does this thing work?

Now that we’ve found the perfect virtual assistant, and learned ways to be the perfect client, we’re ready to get started.  This is the point where many people stop and say, ” Just how does this work? What do we do exactly to ‘get started’?”  That’s what we’re going to answer in this weeks installment.
It all begins with communication. Although phone, instant messenger and faxes can be used, the  main form of communication tends to be e-mail.  This is due to the fact that a Virtual Assistant has many clients with assorted tasks for them to complete throughout the day. A multitude of phone calls per day to discuss your project(s) hinders your VA from not only addressing your needs, but other clients as well.  A weekly phone conference to discuss your business is much more sensible. 

Here’s an example of how the communication process might work in a certain situation. Let’s say you teach several classes at your local adult education center, you’ve decided that you would like to have recordings of these classes transcribed into document format for future reference. During your initial phone conversation with your virtual assistant, you discussed how you were going to have the recordings delivered to them. Now they’ve been delivered and your VA contacts you via e-mail and asks if there is a certain format you’d like them in.  Once you’ve responded, it isn’t long before you receive your first class, via e-mail attachment, in document format. Your VA asks you to review it and respond with any changes it may need.  Before too long, all of your adult ed classes are now in written format.  You’re Virtual Assistant asks if you’ve ever considered offering the classes via an e-course or e-books.  You hadn’t, but now that all of your class material is in document form, you think it could be an excellent idea. Not only has your VA transcribed your recordings the way you desired, they have shown you how to possibly make more money by offering them in a new format.  This type of collaborative relationship is what sets virtual assistance apart from simple secretarial services.

When you’re working with a virtual assistant, you need to be open to technology and new ideas.  Perhaps you’ve never logged on to a secure webspace, utilized remote computer access or used an online calendaring system.  Perhaps recording your notes into MP3 format is new to you.  Just because you’ve never done it before, don’t let the fear of something new keep you from using the virtual assistant tools of the trade. Your VA uses them all the time, and can easily give you instructions on how to use them too.  Once you’ve started utilizing them, you’ll wonder how you ever did business without them.  Learning to use these tools don’t just make your relationship with your VA run smoothly, they will end up being important to you as well.  Imagine traveling to an important business function where you’re going to give a presentation. You print out your speech and pack it in your suitcase. The airline loses your luggage and you’re left with no speech. You can do several things, contact your VA and have them fax your speech over to the hotel you’re staying at, or you could log onto your computer remotely and copy the speech onto your flash drive, then take it to the local copy center for printing. So much easier than trying to rewrite the speech in your hotel room the night before isn’t it?

As valuable as you’re going to find your virtual assistant to be, it will be tempting to contact them for everything. Resist the urge. Setting boundaries is important. Again it comes down to being able to understand that your virtual assistant is not your employee, and as such, is not required to be at your beck and call.  It’s important that you trust them to get their work done within the timeframe you have established in your original services agreement.  If you’re tempted to ‘check up’ on them, ask yourself if you’d call and do the same with your attorney, accountant or other business professional.  If you’re the micro-managing type and actually would call these other business professionals, perhaps you’re better suited to an employee than a virtual assistant.  There is no place for micro-managing in a client-virtual assistant relationship. One of the strengths of virtual assistance is that you don’t need to do any hand holding.

With your boundaries set, your lines of communication open and your willingness to implement new technologies, everything is running smoothly with your new VA.  They are completing your assignments and you’re enjoying the free time to pursue more business.  As an added bonus, your virtual assistant has opened up your eyes to new ideas to make your business even better. You receive an e-mail from your VA with an invoice attached.  How does one pay a virtual assistant?  You can pay them with a check, just the same way you pay your other business services. Most virtual assistants also offer the alternative of paying via credit card, many through the PayPal service. Many Virtual Assistants require at least a partial payment before services are rendered. In the case of retainer rates, payment is generally expected in full at the beginning of each month, effectively securing your set block of time.  You should also have discussed paying for any consumables, postage, fees, etc. that might be related to your projects and tasks. For example, postage and printing costs for a marketing campaign or long distance phone charges specific to your company. Generally the cost of these type of items will be included on the invoice as well. Since this is a sub-contracting situation, you will be required to file a form 1099 at tax time declaring the payments that you made to your VA.  When you signed your services agreement, they should have provided you with a W-9 form with the information you will need to do so. As with any service that you are billed for, you should be sure an pay your virtual assistant promptly. It is poor business practice to consistently be late with payment. Expect your Virtual Assistant to add on additional charges if your payment is late, the same way your phone company would.

Of course, this is just an overview of how the mechanics of virtual assistance works.  Each Virtual Assistant and situation is unique. I’d be happy to answer any questions you may have about Virtual Assistance and how it works. You can leave your questions in a comment here or head over to my business blog, The Conference Table, and access the Ask A Virtual Assistant section.
Next week is our final installment of this series entitled “Is is good for you?”

By Tina Hilton of Clerical Advantage

Part 2: Being the perfect Client

In Part 1 of this series , I gave pointers on how to find a Virtual Assistant that fits your needs. Now it’s time to see where you come into the picture.  That’s right, if you want this to benefit your business the way Virtual Assistance is intended, there are a few things you need to do too. After all this is a collaboration of two professionals, and that means you need to work together to bring about the ideal working relationship.

Your first task is to recognize the value that hiring this Virtual Assistant is bringing to your business.  Remember when you were deciding just what tasks you wanted to hand over to a Virtual Assistant?  It would also be helpful to log your time for a few days to get an idea of just how many hours you are currently spending on those tasks.  These hours are most likely non-income generating and keeping you from bringing in more business. That means you have to not only figure the cost of your time spent doing these tasks, but the possible loss of revenue you could have brought in if those hours were spent marketing, networking and growing your business.  It’s possible you will be shocked by just what it’s costing you to ‘do it yourself’.  And after the shock wears off, you’ll appreciate just how valuable your new Virtual Assistant is going to be to your business.

Your second assignment is to understand that your Virtual Assistant is not an employee and as such should not be treated like one. Don’t expect them to be available to you constantly. They have a business of their own to run, most likely with other clients to take care of.  Do you expect your accountant or electrician to be be ‘on call’ for you?   Of course not.  Neither is your Virtual Assistant.  The details of your collaborative business relationship will be worked out in your services agreement, hopefully with a ’scope of services’ giving you detailed information as to the logistics of the business relationship. Don’t expect your Virtual Assistant to run errands, be your receptionist or work at your office.  Your Virtual Assistant is an experienced professional.   I realize that some VA’s offer these type of services, and I’ll deal with why I don’t believe they should fall under the Virtual Assistant “umbrella” in another post.  Think about it this way, would you ask your attorney to get you a cup of coffee?

Your final assignment is to listen to your Virtual Assistant.  One of the biggest benefits of working with a VA is the fact that they are business owners themselves.  They have a unique ability to view your business and see what works, what doesn’t and what might need to be changed in order to bring you more success. They are, in effect, your business consultant.  For example, if your virtual assistant tells you that your website is boring, static and needs an overhaul, you should probably listen and think about doing something about it.  If they tell you that you’re losing possible customers because you’re waiting too long to respond to inquiries, work to come up with a better system for determining which inquiries require immediate attention. Be open to new ideas and be prepared to change the things that don’t work.  If you ignore the recommendations of your Virtual Assistant, it’s like ignoring your investment broker when he tells you to sell and then wondering what happened when the stock prices plummet. One of the reasons you’ve hired a Virtual Assistant is because they are seasoned professionals with experience in business administration.  You’re success is their success, so listen when they have a suggestion or issue that needs attention.

These three ‘assignments’ will help you build a business relationship with your virtual assistant that can make an enormous difference in your business.

Now that we’ve covered the bases on how to find a VA and how to be their client, next week we’ll find out “How does this Virtual Assistance thing work?”

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