welcome start your va business workshop building a solid foundation

Welcome

Start Your VA Business Workshop

Building A Solid Foundation

Welcome

Before arrival:• Write name tags onto cards• Check location of fire exits, toilets and restaurants• Check air conditioning, lights and any background sound

system• Check water, sweets, pads and pens• Check enough flip chart paper and pens• Check for WiFi connection (for potential doc pack sales)• Put on tables all additional info – workbook, UKAVA flyer,

our business cards, etc

Welcome

08:30 Coffee, tea and networking09:00 Start • Introductions (Emma and Justine)• Housekeeping

– location of toilets– fire exits– name tags on desks– Mobile off or on silent

Welcome

Explain handouts:• Workbook – completing the sections as we go will give you an

individual Action Plan• Pens and paper to make lots of notes• UKAVA flier – discount on membership for course attendees• Additional Bonuses to be sent by email

– Our suppliers – who we use and why– Business Plan Template– Financial Plan Template– Discount on Doc Packs– Discount on VAPN £14.95– Quarterly access calls

Welcome

Agenda:• 09:30 Setting Up The Basics (Justine)• 10:30 Break• 10:45 Financial (Justine)• 11:45 Identity (Emma)• 12:30 Lunch – in restaurant• 13:30 Client Consultation (Justine)• 14:15 Working With Clients (Emma)• 15:00 Break• 15:15 and Client Management (Emma)• 16:15 Marketing Course and Professionals Network• 17:00 Close

Welcome

Introduce yourselves• Your name• Where are you with VA business• Top reason you want to be a VA. • Our reason for starting.

Setting Up The Basics

09:30 – 10:30Setting Up The Basics - Justine


What equipment will I need• A space to work• A dedicated space, a room if possible or at least a

corner of one• Power and a phone line connection nearby• Room for additional furniture, filing cabinet,

stationery storage etc• Free from distractions, tv, washing machine, etc


• Desk, make sure it is large enough• Chair, make sure it is fully adjustable and

comfortable• Filing cabinet and space to store vital stationery• I have a corner desk with 3 draws, a 2 draw file

cabinet and a cupboard for stationery. All are the same height and depth so I can move them around to create more desk space.


• Telephone with headset capability and answerphone

• When buying a headset get one with an amplifier, try BT Accord 30 with BT Accord 20 headset

• Telephone number – not a mobile - credibility• If you want to use a mobile, divert your landline to

it using BT Call Divert


• Use either home telephone number– Inexpensive– If you move house can you take the number?– Interrupted evenings

• A new line just for business use– You can turn it off out of hours– You know it’s a business call – Additional expense– Again, moving house


• Skype (providing you have excellent broadband)– Free Skype to Skype– Cheap normal calls – Quality can be poor in some areas

• 0844 number– Will provide a free number with switch board facilities– This then forwards to the number you provide (Home, mobile, etc)– You can set a whisper so you know it’s a business call– You can set it for specific hours so it does not ring ‘out of hours’.– No good for overseas callers

• Don’t use more than one or they WILL all ring together!


• Computer – PC, Mac or laptop?• Consider how you will be working and which would

be best for you• Macs are generally used less. I have only had one

prospect ask as they had Mac specific software• If laptop, make sure it is on a stand with the screen

at eye level and use a proper keyboard and mouse


• Use a large external hard drive for making mirror back ups and storing large files

• We’ll cover online back up when we talk about disaster recovery

• All in one printer, scanner, copier – saves space• Fax – use online fax services from your 0844

number provider or Efax if required• Shredder for confidential documents


Additional equipment you may require later• Transcription pedal if you offer the service and are

asked for it• Binder, laminator, guillotine again only if you need

them for a specific job or your own use


• Exercise:• Write down what equipment you already have• Then write down what equipment you need to get

now


What software do I need?• Windows, the most recent STABLE version• Microsoft office suite, Word, PowerPoint, Excel

most recent version• Virus protection software


• Specialist software – only when asked for it– Accountancy packages - Sage, QuickBooks– Project management software – Prince 2– Graphic design software – Photoshop, Paint Shop– Web design software – Dreamweaver, Net Objects– PDF conversion software

Only buy when asked for it as you may never use it, or when you need it, there is a more recent version


• Exercise:• Make a list of all the software you currently have• Make another list of the software you will need to

buy now


Preparing for disaster - What could go wrong?• Equipment failure; computer, broadband or

telephone line• Flood, fire, etc• Illness or family crisis• Lack of knowledge or expertise


Equipment failure - Computer• Firstly, make a ‘mirror copy’ of your hard drive on a back up

hard drive. – A mirror copy means all your emails, programmes and files are

backed up and you can reload the whole thing onto a new or repaired computer.

– Links to suppliers of these can be found in our Resources Guide.• In addition you should back up online as well.

– If your house burns down your external hard drive will burn too!– We recommend Carbonite and there’s a link in the resources

pack to a free trial


Equipment failure – Broadband• One reason you might want to consider a laptop

– You can pick it up and take it to your nearest café or hotel lobby with a wifi connection, divert your landline to your mobile, and carry on working as normal

• Alternatively, look at options to collect your email using web mail and set up a file sharing system so you can access or your clients files. Then you can head off to the local internet café.

– There’s a link to recommended systems for web mail and file sharing in the Resources Guide.


Equipment failure – Telephone• Call and/or email all of your existing clients to

explain and give your mobile number• Alternatively, if you still have a broadband

connection you can set up a Skype number and give them that

• Don’t forget to keep hard copies of all your contacts details and don’t rely on your telephone or computer address books.


Fire, flood and other disasters• If you live in an area that is prone to flooding, keep

as much as possible off the ground – hard drive, files, etc.

• If you suffer a fire, all will not be lost if you use an online back up system. More information about this is contained in the Resources Guide.


Illness or family crisis• The VA Professionals Network

– You can forge good relationships with other VA’s through the VA Professionals Network.

– This is a group of professional Vas who are established and committed to building their businesses.

– You can give access to each others file sharing systems and client information and agree to cover for each other in emergencies or even holidays.


• Lack of Knowledge or Expertise• You will be asked on occasion for services that you are

not able to provide through lack of knowledge or expertise.

• There are three alternatives1. Take additional training to improve your skills. We have a range

of courses we can discuss with you.2. Network with other VA’s in the VA Professionals Network so

you can pass the enquiries on, perhaps for a fee.3. Subcontract to VA Task Masters


• You will find the Resources Guide covers a whole host of information about all these services and systems

• There’s information about gaining access to your email from any computer, online back up systems, file sharing systems, Skype and lots more. There’s also information about the VA Entrepreneurs Network and other training courses so you can improve and add to your skill set.


• Exercise:• Write down 3 things specific to you that might get in

your way.• Spend a few minutes thinking about and writing

down what solutions you can introduce to pre-plan for them.


• What do I need to do from a legal standpoint?• If you are starting as a one person business, you

have two options, Sole Trader or Limited Company.• There are pros and cons for both systems and it is

worth speaking to an accountant about your individual situation to see which is best for you.


Sole trader:• This is the simplest and cheapest way to get

started.• It’s free to register • You have to register with HMRC as self employed

within three months of issuing your first invoice• You can continue to also be employed by another

company.


• Keeping records and accounts is straight forward• You have to keep records of income and expenses

to complete an annual tax return• You keep all the profits (apart from the normal tax)• You are personally liable for any debts the business

runs up.


Limited Company:• You are not liable for the business debts, unless you

have given a guarantee• The companies finances are separate from your own• You are paid a salary as an employee of the company• Useful if you are earning enough income that would

take you into the next tax bracket as you can make tax savings using corporation tax


• You need to register with Companies House, an accountant can do this for you

• You need to submit your accounts to Companies House annually

• You will need an accountant to audit your accounts annually

• There are links to more detailed information in the Resources Guide


Do I need to register for VAT?• If your annual sales are over £67,000 you must

register for VAT• If they are under that figure it is optional• If you register for VAT you can reclaim the VAT

spent on the business equipment and supplies you purchase

• You also have to charge VAT on all invoices you issue to clients


• Consider if your potential clients are likely to be VAT registered, are they likely to be billing over £67,000 a year? – If they are they can reclaim the VAT on your invoices so

it wont make a difference to them– If they are not, it may make you more expensive than

your competition– Again it is important to speak to an accountant about

your specific situation


• What insurance do I need?• If you are working from home there are two

insurances you should consider.• Public Liability Insurance and Professional

Indemnity Insurance• Using your car for business purposes – Business

Class 1 insurance


Public Liability Insurance:• If you are considering accepting business visitors to

your premises or home, or you are considering visiting their premises you will need Public Liability Insurance

• It covers any damages or awards made as a result of injury or damage caused by you or your business


Professional Indemnity Insurance:• If you are offering a professional service you should

take out Professional Indemnity Insurance• It protects your business against compensation

sought by a client if you have made mistakes or are found to have been negligent in some or all of the services that you provide for them

• Links to more information can be found in the Resource Guide

Financials

10:30Break – back here by 10.45

FInancials

10:45 – 11:45Financials - Justine

Financials

We will look at:• How Much Can I Earn?

– What’s the market rate? – How much do I need to get started?– How much do you want to earn? Hours v outgoings – How can I earn more than that? Extra skills,

packaging, expanding

Financials

• Business models– Solo/Partnership/Associate VA/Employees or Office

Based• Getting Paid

– Invoicing terms– Credit control

Financials

What’s the market rate?• £20-£35 per hour for average skilled VA’s.• All general PA services can be charged at this

rate.• Those charging less generally do not survive or

operate as a ‘hobby business’.• Address the employee mindset of comparing this

to an employee or temp rate.

Financials

Overcoming the negotiation• Package your service into blocks of time.• The more you buy, the less per hour they pay• Starter Package: £300pm (inc 10 hrs)

Executive Package: £580pm (inc 20 hrs)Business Package: £850pm (inc 30 hrs)

• In this scenario, when you are asked ‘what do you charge’ you can reply ‘from £300 per month’.

Financials

How much do I need to get started?:Two main things to consider – your personal costs and those

of your business• What are your personal monthly outgoings?

– Mortgage, bills, food, gifts, clothes, insurances, car, etc.• What is essential and what can be put on hold?

– Gym memberships, weekly bunch of flowers, daily latte, etc.• Have ‘survival savings’ for at least 6-9 months.

– You don’t want to become ‘desperate’ as this will put off prospects and you will not enjoy your business

Financials

Business start up costs:• What do I need in order to start my business?

– Computer, desk, printer, training, etc• What equipment or services do you need to rent?

– Telephone, broadband, insurance, etc x 6-9 months• Include provision for marketing and networking

costs for your business for 6-9 months• Add these all together = start up costs

Financials

How much do you want to earn?• Replace your full time income and work part time

hours? Earn six figures year on year?• How many hours do you have available. Max 25.• Bear in mind that you have to allow time for

running and marketing your business – you will not be able to ‘sell’ 40 hours a week.

Financials

Exercise:• How much do you want to earn?• How many hours do you have available per week?• How much do you need to be earning per hour to achieve

your goal?Example on flip• 25 hrs pw x 40 wks = 1000 working hrs per year• £20 per hour = £20,000 per year (gross)• £100 per hour = £100,000 per year (gross)

Financials

How can I earn more than the basic VA rate?• What skills do you have that are not standard for

a PA?• You should all have great organisational skills,

great time management, etc. But what else?• Examples:Web site design HR Lifestyle ManagementEvent Management PR Accountancy

Financials

• You may already have additional skills that can be charged at a higher rate

• If you don’t have any additional skills, what would you be interested in learning?

• What other skills could your potential clients want that could be offered by someone else?

• Examples: Coaching, web design, event organising, telephone answering.

Financials

Exercise: • What additional skills do you already have?

5 minutes• What skills would you like to learn?

5 minutes• What additional skills would your clients need that

you can offer through a third party5 minutes

Financials

• Research rates charged by specialist companies for these skills and charge the same

• Establish a learning programme to continue your education – don’t get left behind

• Package your premium services to avoid the rate comparison.

• Work with others and charge a commission or finders fee!

Financials

Four basic business models

• Solo Virtual Assistant• Partnership VA• Associate VA• Office and Employee team

Financials

Solo Virtual Assistant• Just you with no back up – holidays, illness, etc.• Exchanging your time for money• When you have reached capacity with your hours

you can’t earn any more money• When you lose a client you lose a sizeable chunk

of your income

Financials

Partnership Virtual Assistant• Two or more VAs working together either

remotely or in an office running one business• Great for cover for holidays and emergencies• Possible conflict over direction, rates, clients, etc.• Great for sharing ideas, victories and general

back up

Financials

Associate Virtual Assistant• Can be used just for reciprocal holiday/emergency

cover• Can be used as sub-contactor - VA Task Masters• Can then offer a wider range of services or even

just act as a Business Development Manager• Certain VAs specialise in this as they are happy

to take a lower rate as they are handed the work on a plate BUT be careful who you select and have a solid contract

Financials

Office and Employee team• Massively increased overheads and liabilities• Continuity of service for your clients• Larger range of services can be offered, call

handling, mail forwarding, etc• Unlimited client capacity• Work life balance – what are your motives for

starting your business in the first place?

Financials

Getting paid• Charging in advance for time is normal• Charging in arrears for additional time and

expenses• Make sure you have your payment terms written

into your contract or terms and conditions• Stick to your payment terms

Financials

Methods of payment• BACS – easiest and most used• Standing order – not flexible• PayPal – instant payment by credit card, fees

apply• Cheque

Financials

Credit control• Have a credit control policy and stick to it• On the due day, make a friendly call• After 7 days send a letter• After 14 days send a second letter• After 30 instigate debt recover procedures

Financials

Consider ‘incentives’• Discounts only apply if invoices are paid on time• Interest charge on late payments

– Standard is 3% over BOE base rate, however, you can put what you like in your Terms and Conditions and charge that

– Include the name of your debt collection company in your Terms and Conditions

Identity

11:45-12:30Identity - Emma

Identity

• Creating business identity crucial for successful business

• Helps you to stand out from the crowd

• Identity or branding will be included on all marketing materials

• Best to spend time now getting it right from the start

Create your perfect VA business

Identity

Target Market

• Need to spend some time identifying who you want to work with

• Important to think about this now so that all your marketing material will talk to them

• We are only touching the surface today to help with creating your identity and branding


Identity

Exercise

• Make a list of: – All the different industries you have worked in– People in your life that you respect– Industries you are interested in


Identity

Where will I find clients?

• Most common question when starting up

• Not going into great detail here as marketing is another course entirely – tell you later how you can learn more

• Finding clients depend on what your target market is going to be

• Give you some ideas to get you started


Identity

Networking• Most effective way to get clients but can take longer• Online and well as face to face• Majority of business will come via networking

Word of mouth referrals• People recommending you and your services• Look at who you know now – old employers,

friends, family, neighbours, colleagues


Identity

Website• People finding your website• These types of clients can be more

demanding• Will want to start quickly

Directory listings• Free online directories• UKAVA directory with clients looking for VAs


Identity

• Exercise answers will help when creating your marketing material

• Business name can be specific to target market

• Tie in tag line with target market


Identity

Name

• This is where things get very personal!

• Name is first step to creating your brand

• Some people trade under their own name, others use company name

• Justine and I use company name

• Need to come up with something you believe in


Identity

• Is name already being used? Do some research when you get home - details included in resource pack

• Is domain name available? Don’t want domain name too long and should be easy for people to type

• What will name look like as domain name? Need to be careful – look in workbook page 4


Identity

• Is name easy to say on telephone? Practice answering the phone in the name to see how it sounds

• Is name relevant for your business? You’re not a dentist or doctor so make sure you don’t include this in your name!

• Is there scope for expansion as both you and your business will change – don’t limit yourself (only do office administration, what if you wanted to do telephone answering or event planning)


Identity

Exercise

• Brainstorm some potential names for your business

• Get feedback from group


Identity

Tag Line• Tag line is something that reflects what you

do• Use your tag line to introduce yourself to

people who ask ‘what do you do’• Keep it short and simple so rolls off your

tongue• Mine is ‘I work with busy business owners

who want to focus their valuable time on the money making activities for their business’


Identity

Other examples include:

• I shoot people for a living – photographer

• Treasure hunter and I help clients find all the hidden gems in their finances – accountant

• Your spine is fine when it is in line – chiropractor

• Fairy godmother – cleaner

• The Tooth, The Whole Tooth and Nothing But The Tooth – dentist


Identity

Logo

• Go with professional logo to create the right image

• Don’t have to spend a fortune on logo design, can get good logo for under £100

• Look at what colours mean to people to bear in mind for your own branding – page 5 in workbook


Identity

Branding Basics• Once you have your name, tag line and logo

you can start to create your marketing materials and create your brand

• Brand is what you create so people recognise you and understand what you offer

• Key is to be consistent in all you do – make it easy for people

• Use same colours on everything you doCreate your perfect VA business

Identity

Marketing Materials• Going to look at different ways to get your

message across to potential clients

Exercise• Write down list of materials you want to

create for your own business• Feedback to group suggestions for flip chart


Identity

Business cardsPros• Must tool for attending networking events• Gives relevant information about youCons• Costs if you change contact details• Everyone has business cards so need to

stand out from crowd


Identity

Website

Pros• Perfect place to showcase your services• Can ‘talk’ to non local clients

Cons• Can be costly if no experience of website

design• Need a professional looking website matching

brandCreate your perfect VA business

Identity

LeafletsPros• Perfect tool to explain more about services• Can be cost effective marketing toolCons• Once printed, can’t change anything• Little used marketing tool so might not get

benefit


Identity

Information Pack

Pros

• Great opportunity to answer potential clients questions

• Tell people what you want them to know

Cons

• Very few people make effective use of pack


Identity

Client Welcome Pack

Pros

• Opportunity to explain how you work

• Set expectations from the start for working together

Cons

• Very few people make effective use of pack


Identity

Branded StationeryPros• Opportunity to get brand in front of people• Look professional in all correspondenceCons• Don’t use letterheads, compliment slips as

often as you would think• Once printed, can’t make changes


Identity

Promotional Items

Pros

• Right items could keep your name on target markets desk

Cons

• Can be expensive if don’t choose right item

• Need to be creative so people don’t throw away item


Identity

Press ReleasesPros• Perfect way to help generate free publicity• Format needed to tell story to pressCons• Needs to be a good news story, not advert• Other stories are competing for space so

need to stand out


Identity

Newsletters Pros• Good way to keep in touch with contacts and

clients• Cost effective marketing toolCons• Need to deliver when you say you will• Needs to be regular (weekly, fortnightly or

monthly) to be really effective


Identity

Articles

Pros

• Opportunity to showcase your expertise

• Can submit to various article directories

Cons

• Not good option if don’t like writing

• Competing with others so need good content


Identity

Blogging

Pros

• Search engines love blogs

• Great place to share your articles and opinions

• Can have a blog for free

Cons

• Need to be done regularly (at least weekly)


Identity

• Business cards and website are essential basics for your business

• Vital for getting message out there

• Others are optional

• Recommend you go with free options after basics – articles, blogs, press releases, information packs


Identity

Business Cards

• Vital for networking

• Can get free business cards but these don’t create right impression

• Get some professional cards printed but in small batches (250) – you can then change design if necessary


Identity

• Must include:– Your name– Company name– Contact details (landline a must and mobile)– Email address– Website– Tag line


Identity

• Make use of all space provided so use the back

• Some ideas include:– Calendar– List of services– Call to action (what you want people to do)

• Be creative and do something that people will remember


Identity

Website

• Vital tool for all VAs as something you need to get set up as a priority

• Set up website with visitor in mind

• Design and copy should always be about them, not you

• For first website, keep things simple and have only a few pages


Identity

• Home – identify their problem and offer solution

• About Us – showcase your expertise

• Services – how you can help people but don’t list everything

• Frequently Asked Questions – provide answers to put potential clients at ease

• Links – useful links for your target market


Identity

• Contact Us – telephone number, email as well as address and registration number if limited company

• Don’t just have a form, some people prefer to talk to people

• Remember that website is work in progress – I am currently working on my fourth version!


Identity

General Tips• Don’t use free email address (Hotmail, AOL

etc) as doesn’t give right impression • If limited company, need to include

registration details on all materials including emails

• Set up email signature so all your emails have tag line and contact details as minimum


Break

12:30Lunch – locationBack here for 1.30pm sharp!

Client Consultation

13:30 – 14:15Client Consultation - Justine

Client Consultation

Why offer a telephone or face-to-face consultation?• How did they hear about you?• What do they already know?• Is what they think they know correct and is it true of

your business?• Employer/Employee scenario• Avoiding the ‘interview’


Client Consultation

• Gaining the respect of the prospect• The two-way interview• I am a professional business owner, not a temp!• A chance to prove your worth, before addressing

your price


Client Consultation

• FREE Consultations• Raising their hand – without obligation• A chance to develop relationships• Establishing trust


Client Consultation

So how do you set up a client consultation?• If following up an email, offer a choice of dates• Have set times each week where you conduct client

consultations and schedule them into your diary• Instils respect for your time• Shows that you are busy – you have to fit it into

your diary They will feel it is important if they have to schedule it into their diary


Client Consultation

In the meantime:• Gives you time to research the prospect and their

company in between• Prepare your process and questions in advance• If called on the telephone, do it now - BUT,

establish the value of your time


Client Consultation

Exercise

• Write a list of things that you would want to know about potential clients before session


Client Consultation

• Name and Contact information – telephone numbers, email and website

• Business type – what industry do they work in

• Products / Services, target market

• Size of the company


Client Consultation

What do you say and do during a client consultation?• Take control from the beginning by pre-framing• Don’t let the prospect start by asking you questions• Don’t become the ‘interviewee’• Avoid ‘how much do you charge’ until much later


Client Consultation

• ‘What I would like to do during today’s call/meeting’• ‘I’d like to find out a bit more about you…’• ‘I will explain what I do, how it works and the

packages we have available’• ‘I can answer any questions you may have’• ‘We can go through the next steps’


Client Consultation

• This sends a powerful message that you are in control – you are not a subordinate

• Takes some of the pressure off of them• You are the expert in what you can do to help them• They may not be sure what they need to know

• So what do you want to know about the client?


Client Consultation

Exercise

• Write down what you want to find out during session


Client Consultation

• Short and long term goals

• What are they struggling to complete / lack skills for / don`t like doing?

• Describe a typical day

• How many hours are you anticipating working with a VA?

• Have you ever worked with a VA before?

• Is this ongoing or a one off project?


Client Consultation

• Don’t interrupt their flow with solutions• Make notes of what they need help with• Keep asking ‘what else’• Review the list – where can you help them• Turn their problems around and feed them back as

a benefit of using your services


Client Consultation

• ‘Diary management so you never miss another appointment’

• ‘Travel planning so you can relax knowing it’s all taken care of’

• Book keeping so your invoices are issued and your bills are paid on time’

• This proves that you have been listening and that you are the solution to their problems


Client Consultation

Exercise

• Write down what you want to tell potential clients about you and your business


Client Consultation

• Your USP – what makes you different– I specialise in / I work with / I have experience

of

• Your standards / what you expect from your clients– Availability / payment terms / contract

• How you add value to clients– What will working with you allow them to do?


Client Consultation

Explaining how it working with a VA actually works• Explain how you share files and diaries• Explain the benefits of using your online system• Are you outsourcing any of the services they have

requested, and if so, how does that work?• If they require services such as call handling, mail

forwarding or registered office services, how does that work?


Client Consultation

• How will you manage the relationship?• How will you keep in touch and how often?• Explain your rates and packages• Explain your payment terms and conditions• Tell them about your insurance and confidentiality

agreement• Ask if they have any questions


Client Consultation

Next Steps• Do you want to work with them?• If letting them down, thank them for their time and let

them down gently• Give them valid reasons for your decision• Offer alternative VAs if you know of any that might be

suitable• If not, refer them to an online directory of Vas such as

the UKAVA at www.ukava.co.ukCreate your perfect VA business

http://www.ukava.co.uk/

Client Consultation

New Clients• If you do want to work with them, what happens

next?• Can offer trial period if they are unsure• Send out welcome pack (contracts, t&cs – see Doc

Packs)• Send your first invoice if you charge in advance• Follow up call in one week


Client Consultation

Teaching your new client how to delegate• New clients rarely come with a list of tasks or if they

do, it’s usually just the tip of the ice-burg of what they could be delegating to you

• Most clients just know they need help• Get them to keep a record of all the tasks they

perform over a week, with start and finish times• Go over the list on the follow up call and see what

they can delegate to you.Create your perfect VA business

Client Consultation

• This exercise should give a clear idea of what tasks they can delegate now

• And how much time they will now have free from delegating those tasks – and of course, how many hours they will need you!


Working With Clients

14:15 – 15:00Working With Clients - Emma


• This is the ultimate aim for our business – to work with clients

• There are tools out there to make life easier• Need to work out how you want to work with

clients before you get too many• Spend some time now getting everything in

place so when clients come along, you are ready to work – and earn money!



Telephone Answering

• Popular service with clients

• Recommend you offer it to clients

• Lots of competition from local and national companies

• Room for everyone and can be source of good income stream

• Two ways of doing service – DIY or referral



DIY

• You are answering the calls as well as marketing the service

• Need to be around to answer the calls

• Restricts you to office and what networking events you can attend

• Need to be around Monday – Friday, 9 - 5

• What happens when sick / holiday



• Use Callagenix where they have a dedicated VA service offering and you rent lines for clients and don’t have to get any equipment

• Could go down VOIP route but need to have good and fast internet connection

• Keep it simple and don’t invest in equipment – you never know what direction your business will take



Referral Based• Offer service but don’t actually answer the

calls yourself• Find a trusted partner that you pass all

clients to and they answer calls• You receive commission on calls for your

clients• VASG will be offering a solution for this

shortly Create your perfect VA business


Google

• Offer variety of free resources

• Documents – share documents

• Calendar – use for diary management for clients and can share with others

• Groups – if working with teams of people as way of communicating with everyone



Bascamp

• Online subscription based software

• File sharing

• To do lists

• Message boards

• Time tracking

• Project management software



Client Spot

• Online subscription based software

• Calendar / email reminder

• File sharing

• To do lists

• Time tracking

• Project management software



Time Tracking• Always recommend online solutions where

possible• There are number of free resources which is

good enough for VA– Paymo– Toggl

• See which one you prefer and get an account



Dictation

• Telephone line dedicated to dictation that clients call to record their work

• Client use dictation machine, upload to their computer and email file to you

• Don’t invest in any equipment until you know how much work you will do

• Express Scribe for transcribing work



Emails

• Log in to webmail account with their log in details

• Set up POP3 account in your Outlook (settings via clients website host company)

• Also recommend you get email account in your name so you can represent client professionally ([email protected])



• Once you start bringing clients on board, you will start to receive work via emails

• Need to organise yourself so you can work effectively

• Create folder for each client and have sub folders for particular projects, work

• Make use of rules to move emails to relevant client folders


Break

15:00 – 15:15Break – back by 3.15pm sharp!Trainers – put Feedback forms on desks.


15:15-16:15Client Management - Emma

Client Management

• Once you have signed up clients, its really important that you look after them – otherwise, they may go elsewhere

• This becomes very important once you have more than 1 client

• By managing the client, you are also managing the relationship which reinforces you as partner and not employee


Client Management

• Feedback is really important so that you both can learn and grow

• Need to know what is working and what can be improved

• Remember that feedback is 2 way thing

• Shouldn’t be negative or focusing on what isn’t working


Client Management

Exercise

• How are you going to keep in touch with clients?


Client Management

Client Satisfaction Survey

• To be used with PAYG clients to check they are happy with work

• Send part way through project or at end

• Use the survey to ask for feedback on particular areas of your business

• Template available in Document Packs

• Could also make use of online surveys


Client Management

Weekly Activity Report

• Use with package clients only

• Let clients know what work has been completed during the week

• Update on hours worked so they know what time is remaining

• Give relevant comments or recommendations


Client Management

Catch Up Calls

• Need to happen on regular basis with all package clients (weekly / fortnightly)

• Schedule same time each week

• Opportunity to discuss short term goals and identify necessary actions


Client Management

Client Monthly Review

• Use with package clients only

• Need to schedule time with client – recommend monthly basis

• Use time to discuss longer term goals so you can create action plan

• Use catch up calls for ongoing work


Client Management

• This is not an appraisal, it is opportunity to discuss upcoming projects

• Remember to give feedback to clients on anything that needs improving

• Have standard questions to go through

• This cements partnership relationship and gives a value added service

• Clients appreciate this process


Client Management

Policies & Standards

• You need to create policies and standards for how you are going to run your business

• Recommend you create policies and procedures for everything

• Some to think about include:

• Disaster recovery – Justine has already talked about this


Client Management

• Client intake – what happens when you take on a new client

• Complaints – unfortunately, you will still have to deal with some complaints

• Corporate style – font, email signatures

• How often will you reply to emails

• When will you check your emails – throughout the day or only twice a day


Client Management

• How will you operate if still working in a job

• How will you answer calls

• What call diversion system will you use – divert to mobile, call answering service

• What diary system will you use for you appointments

• How will you work towards your goals – vision board, written goals, action plan


Client Management

• How will you record client tasks – notepad, spreadsheet, project management software

• What filing system will you use

• How will you record important client information – passwords, user names, confidential information

• When will you review your prices



16:15-17:00• On Monday you will get an email from us with links to all the

Resources we have spoken about.• Next step now you have a solid foundation is the • VA Marketing Course

– Covers You and Your Skills – Your USP– Establishing Your Niche– Where to start, What works, Creating Your Action Plan– Online Course - Do it from the comfort of your own home, in your own time– Normally £97. Book within the next 7 days and you get it for £75– Details will be sent with the email


16:45-17:00• Feedback forms

– Tick the box for the Marketing Course– Please give us your comments

• Thank you very much and good luck!