When I hear from entrepreneurs who have watched my video series on hiring I often hear stories about their great new team who is working out well. But on occasion I encounter someone who just can’t find the right Virtual Assistant for their business. Today I’m sharing tips on how to get past the hurdle and find your person, without wasting more time. Continue Reading →
Where do you find good Virtual Assistants?
Many times when members of the She’s Got Systems community have finished the 5 Days to Finding Fabulous Help video series the question comes up, “Where do I find good people to support my business?” Sometimes members are looking for in-person support for their online business so here some things to consider when you’re looking.
Train and Manage Your Team with Systems
There are a myriad of challenges when it comes to hiring and training a team to support your business. Eavesdrop on just a few of the conversations I’ve had with busy entrepreneurs about their challenges:
I have some people helping me and now realize that one can’t keep up/doesn’t know enough and the other is across the world and is too far away to do spur of the moment stuff.
…
If there is a miscommunication, or in my case my VA failed to listen, communicate and made too many assumptions, as a result she spent hours working on a project that I couldn’t even use in the least. The end result was, she sent me a beautiful, well designed document… however, it could not be edited. And time again throughout this process, I repeatedly asked her if it was a template that I could edit for each client’s needs and goals.
…
When I had a VA set up my 1shoppingcart, she claimed it was her specialty and that she was an expert at 1shoppingcart. However, the job was finished about 3 weeks later. Right after the job was finished, I received a call from 1shoppingcart stating that I needed to have a return policy on the shopping cart. I called my VA letting her know she missed adding the returned policy, to which she responded I had to pay her an additional $55. I was floored because she was “the expert” and charged the according rate. How could she have missed that?
And on the flip side I hear complaints from the support professionals that usually center around lack of clarity, working with entrepreneurs who give unclear instructions or are ambiguous about deadlines and expectations.
The final piece of the system, after writing a clear job description and testing contractors before hiring, is to train and monitor the work of your team to ensure you’re getting the support you need. Without a process to monitor and evaluate your team you’ll still be wasting time, money and energy.
You’ll need to accept that even the greatest support team can’t read your mind and without oversight and clear instructions you might experience the problems entrepreneurs shared at the top of this article. To get the team that does tasks the way you would do them so you don’t have to is an investment of time.
If you’re serious about building your business with team support you need systems to train team members on the specific tasks to be completed, enable open communication and monitor progress long term.
My own system uses a combination of two project management tools: Backpack and Asana
Backpack is where I take the job description that I’ve created and write out details on the task along with pictures, video tutorials for longer tasks, resources and deadlines. Because Backpack enables you to create thousands of pages, each task or resource can be housed on its own page and you can give access on a page by page basis.
In Asana I track the tasks given to each VA along with the deadlines – it’s a back and forth system that enables the VA to ask questions and report when the task is done.
Of course, you can write down a bunch of information and never reference it again so you’ve got to stay dedicated to communicating with your team about the results you need and following up to ensure tasks get completed. It takes commitment and discipline to both set up the system and continue to work with your team but the benefits far outweigh the hassle.
With a trained team in place and partisan record of your requests you’ll be able to:
track tasks, time spent and cost of outsourcing
leverage your time so you can work with more clients
replace team members who are not working out and train new people faster
maintain a high quality of service
evaluate the results against your instructions and make focused improvements
reach more leads as you get your message out in a big way
be able to take time off without your business halting
Sounds too good to be true, right? It’s not out of your reach and if you haven’t begun here’s the start of the series on hiring and training support for your business.
Part 1 here : Hiring Support in Your Business with the Right Job Description
Part 2 here : Testing the VA before paying a dime
Hiring the Right Team the First Time
When I talk to entrepreneurs who are overwhelmed with doing too much in their business, the conversation often turns to hiring an assistant to lighten the load. For those who have worked with a team in the past, there are often horror stories galore and legitimate fears to overcome. Last week I shared in the first of this series how you can get clear with a list of tasks and then write the appropriate job description to find the assistant you need.
Today let’s take that a step further and test, or vet, the applicants that will come in when you clearly define your business and share your opportunity with the world.
First, there are a few reasons that I suggest using a service such as oDesk (the one I use) to secure a VA. You’ll have more candidates and typically more qualified candidates when you’re fishing in a pool full of people who want jobs. Besides, you’re busy and need help so why add the job of posting your position all over the internet to your to do list? oDesk enables support professionals to log their hours manually or, as I prefer, while doing the task including screenshots of their computer. This ensures you’re paying for the time they spend on task, not watching Lord of the Rings on Netflix. A service will also manage the payment account and, in the case of oDesk, allow you to set the price you’ll pay per hour and hours per week so there’s no risk of a task going hours beyond what you’re willing to pay.
As your VA demonstrates skill and responsibility you can raise or lift the hour restriction.
Test Before You Hire
I’m a big fan of testing because in most situations the only way you’ll know how someone will respond is to put them in the situation. Of course you don’t want to give dozens of people access to your website admin panel or database so here’s the next best thing to testing capabilities. Instead of simply outlining the principles I want to show you exactly how I test and evaluate candidates.
When a candidate responds to your job description your first response to them should include a test. Here’s the email template I use:
Hi (first name),
Thanks for applying for the position, I have a few candidates to look over and so I’ve put together some additional information and a request. Please send it back soon as I’ll be making a decision in the next day or so to get started with someone.
*Note the timeline is in the very first paragraph. This is the first test and eliminates all the candidates who write and send a response weeks later.
Immediate Tasks include:
(insert tasks from Job Description)
More data will be given on how to accomplish each of these tasks and the time to deliver the projects is not yet determined. I will not, however, expect this to be done without training or in just a few hours.
*note the second test here, hours are undetermined, training is expected and flexibility is required.
Later/Ongoing Tasks include:
(Insert larger projects)
If these tasks sound doable and something you are interested in learning I have two requests.
*Here I’m giving an expectation of growth, indicating this position is long term. The ask is whether or not this is feasible and leads directly into a request.
1. Choose a single article from this site, read it in full and write me 2 tweets (140 characters, no need to add the link): www.kellyazevedo.com
Send me back the title and link of the article you chose and the two tweets (to review if you’re unfamiliar go to www.twitter.com and you’ll see the messages)
*the first part of the request relates directly back to the job description where I ask for candidates familiar with Twitter. This test allowed me to immediately eliminate half of the applicants, such as ones who wrote tweets but did not indicate which article they had read. Any applicant who chooses two articles and writes one tweet for each is also eliminated. The applicant who wrote me two paragraphs as “tweets” was also eliminated from the pool.
2. When you send back the tweets give me some times you are available in the next 48 hours to meet via Skype for 10 minutes for a quick interview. I’ll reply via oDesk with a time and my Skype ID so we can connect.
From there if it’s all good I’ll set you up with the first task and some guidelines and we’ll get started.
*In this part of the response I’m adding on to the test to find someone who pays attention to detail (also a skill listed in the job description). Candidates who did not include times to meet or failed to respond within 48 hours were also eliminated as possible hires. While it was not explicit, I should note that the candidates I interviewed also included their Skype ID making the interview process smoother. That attention to detail and anticipating the next question helped put them ahead of other candidates.
I do move very quickly in my life and business and have clear but not unreasonable expectations of my employees. I will most likely hire 2 or 3 people to start and see how it goes for the long term.
*This part is optional but I felt that since the first tasks would be coming within 72 hours of posting the job offer it was critical to identify the company and potential candidates as willing and able to move quickly. I temper this expectation by letting them know I am not unreasonable and clarified further in the job interview that communication was essential to this element of working together. Finally, the note that I would hire 2 or 3 candidates put a little competition in the process and encourages the ones I hire to continue to do their best work.
Before hiring your VA you’ll have a sample of their work know whether or not they can follow directions and know that you’re hiring someone who understands your style and business before a single hour is paid. Assistants are just like any other professional field, you have to be specific about what you want and what you don’t or you’ll be disappointed.
Many of the horror stories you hear all track back to one major underlying problem: communication. In this system I hope you’ve seen how clear expectations, communication of desires and fair expectations can help you find the right assistant for your business.
Make sure to read Part 1 here: Hiring Support in Your Business with the Right Job Description
Part 3 is coming soon: Using systems to track results and avoid problems
Hiring Support in Your Business
Entrepreneurs at every level of business have a certain amount of stubbornness and scrappiness. But there comes a time when we must all admit that help is needed and needed now.
Today I want to share my experience of hiring Virtual Assistants in my business. Should you seek an international VA team? What kind of tasks should you hire out? Short answer: I don’t know what’s right for your business so I’m just sharing what was right for mine.
While I love working with my private clients to identify their needs, hire and train their support team, I recognize that each business is incredibly unique in its needs.
Since I’ve got a lot to share I’m breaking this up into 3 parts.
The Job Description
As any job seeker will tell you these are often boring, lame attempts to give enough information to keep the under qualified from applying and entice the right worker. Sure, you’ve got to cover the basic job skills and responsibilities but please don’t make it boring!
Let’s take an example for a typical VA position, in this case for a coaching business:
Good: online coaching business serving strong, driven women looking for a talented and scrappy assistant to help with admin tasks. Must not be afraid of working with dozens of female executives who know what they want and expect great service. You are on time, on task and professional, able to relate and develop relationships with our client base and willing and able to learn. Position is virtual so you must be comfortable using phone and email to connect with clients and partners nationally and occasionally internationally.
Bad: admin assistant needed to manage online database, copy and paste content for clients, manage email, occasionally work by phone, organized, friendly, dedicated to the job. Virtual position.
Do you see the difference here? In the first example you can feel the energy behind the business, who they serve, the company they keep and the type of person who would thrive in this position. Even if you read that job description and say ‘not the job for me!’ the description was successful.
You do not want your job description to apply to every worker in the world – or on odesk.
In addition to a paragraph like the one above describing the ideal candidate you’ll want to include a list of skills, expected tasks and information on your business. Let’s take these in detail.
Job skills are important, especially because many contractors will apply to every job available without regard to the job description. Be sure that your skills listed will reflect the position both for the beginning job tasks and some of the advanced work you’ll add when the contractor proves him or herself as capable. In other words, if the position will eventually include phone calls then make sure ‘great phone communication’ is a skill you want from the beginning.
When it comes time to create your list of tasks you can use this as your expected tasks list in the job description. You may need to rewrite some items so let’s see how that works:
Tasks I need a VA to do:
transfer my old virtual rolodex to Infusionsoft CRM and tag contacts
download and archive all client proposals and agreements from 2011 and first quarter 2012
weekly metrics tracking across social media and blog platforms
How I’ll write the task list:
data entry with attention to detail
learn new software quickly and follow instructions
database management and archiving
familiarity with social media platforms (such as Twitter, Facebook, LinkedIn)
metrics report tracking
Finally, let’s talk about sharing info on your business. It’s tempting to leave this information out and just look for a contractor but ideally you want a team who not only care about the paycheck but about the work you’re doing. In my earlier example do you really want to interview 4 candidates who hate working for women? Or would you rather only interview and work with candidates who appreciate strong, driven women in online coaching businesses?
The lawyers, tax accountants, yoga teachers and raw food chefs among us can attest that for each person who loves the field there’s another out there who doesn’t understand or see the value of your business.
So just put it out there, let people know (proudly) who you are, the work you do and the clients you serve. For this example I’ll share the company profile I used on odesk to vet the applicants I received:
Virtual systems creation business serving online businesses including coaching and implementation. Currently building a support team to manage the back end of the business as client work increases and looking for strong workers to grow with the company and take on more responsibility over time. Drama free environment that emphasizes personal responsibility, clear communication and honesty in all interactions.
I hope you see why this is split into 3 posts! Lots more to share so be sure to come back to read the next two installments:
The Fears Inherent in Systems Creation
It may seem odd to be reading about the downside of creating systems in your business, as I believe it is the single greatest practice that can grow your business consistently. Such a logical, clear cut process like organizing, systematizing and executing the tasks of your business shouldn’t involve fear but whenever you involve people in the mix it is a risk.
I’ve shared my story about the boss who told me I was “too efficient” and although I’d created amazingly effective systems, I had my hours cut by 20% to save money. And in reading the E-Myth by Michael Gerber, I was struck by this passage about creating systems to drive down payroll costs:
The model will be operated by people with the lowest possible level of skill. Yes, I said the lowest possible level of skill. Because if your model depends on highly skilled people, it’s going to be impossible to replicate. Such people are at a premium in the marketplace. They’re also expensive, thus raising the price you will have to charge for your product or service. By lowest possible level of skill I mean the lowest possible level necessary to fulfill the functions for which each is intended.
Whenever you create systems that make your employees replaceable there exists fear and insecurity within the team.
This may not be your goal, obviously, but simply to ensure the continuity of your business should one or more team members leave. But from the perspective of the employee, it’s easy to think that ‘as soon as I document what I do I’ll get replaced by cheap labor overseas.’
As owner, your focus is on the growth and future of your business, not the job security of all the people you employ. However, by not addressing this fear and insecurity you risk creating a negative culture that can thwart your efforts. This may show up in a few ways:
- outright refusing or delays in creating systems for a particular job
- intentionally giving incomplete information on a process
- bad mouthing the process, insisting it’s not necessary or helpful
- challenging indirectly, claiming there is too much unique in each process to systematize
- sabotaging the recording process or tampering with the software used to store files
Obviously these run the gamut but I’ve seen this all happen in different businesses, both online and brick and mortar. One of the fabulous VAs I work with even had an employer who asked her to complete a comprehensive training manual and then train her replacement.
I don’t disagree with Gerber’s philosophy as he goes on to explain the why behind this shift in mindset:
if yours is a legal firm, you must hire attorneys. If yours is a medical firm, you must hire physicians. But you don’t need to hire brilliant attorneys or brilliant physicians. You need to create the very best system through which good attorneys and good physicians can be leveraged to produce exquisite results.
In your pursuit to create a replicable business that does not depend on superstar talent, there are several steps to take to mitigate the natural fear reaction.
1. Emphasize how systems and process will support your team in their daily work. No longer running to you for every answer, empowered to make decisions and secure in the rhythm of doing business. This is especially helpful if you pay a base rate with incentives as you can show that systems allow your team to produce better results in less time. For the hourly employee, this can be a threat to their income so supplement the workload with more challenging projects to replace the busywork which is now unnecessary.
2. Promote from within and encourage growth. Instead of seeing mastery in a set of tasks as a reason to hire cheaper support, work with your team to understand where they’d like to grow. You’ll retain the experience of your most talented team members while simultaneously bringing in lower cost support for the lower level work. Averages exist because, well, most people are truly average. With your systems in place you’ll be able to eliminate the truly terrible workers, attract average talent and get great results and identify and promote your true superstars.
3. Work with integrity. Your reputation is just one intangible that can influence the business you build. Honor the people who support your goals in business and enable you to accomplish the life you desire. Begin treating them like replaceable clogs in the machine and you’ll find it more difficult to reach those goals with high turnover. Most of us are working as entrepreneurs because, at one time, we got tired of being just another cog and set out to make a change.
By understanding and addressing the fears associated with systems creation you can resolve concerns early and create a culture that works with you to take your business to the next level.
Support In Your Business in 2012
I hope that if you’re running your own business this holiday season, you get to take some time off for yourself. If you’re looking to take off more time this year or want to enjoy the time off that you’ve got, I have some tips for you.
If you look at other professions, every profession at the top of their field has a support team in place to help them see more clients. This is something I’d love to help you create in your business, so that you can serve more clients and make more money.
Two challenges typically come up: (1) how to outsource and (2) how to make sure your team doesn’t screw up and alienate your best clients.
I’ve got some tools to help you! If you haven’t already signed up, fill in the boxes on this page to get them.
Act Your Stage
When it comes to small business there are a slew of options for marketing, websites, networking and even Twitter. Often I hear entrepreneurs asking what solution is right for their needs and where they should start.
Do I need a $15 website template or should I get one free?
Should I hire a graphic design team and website developer or figure it out myself?
Which is better: Infusionsoft or Aweber and 1ShoppingCart?
Who should I hire first: a VA, personal assistant, or copywriter?
And the answer is: it depends on your stage of business!
Most businesses don’t like to tell paying clients ‘no’ so they choose not to share who their product or service doesn’t serve. It’s tempting too, because when you read that Infusionsoft makes automation and marketing campaigns easy, you want to sign up. But if you don’t have an established list or you’re not selling products and packages, then it may not be a wise investment. After all, I believe InfusionSoft is a great product, but it won’t help you if there’s nothing to market or no one to market to yet.
Notice the yet.
It’s imperative that you are honest and self assess what stage of business you’re at now and where you want to go. There are plenty of services that are amazing and well worth the investment but if you’re not ready for them, it’s a waste of money for you.
While it can be hard to scale up and spend more money when you’re used to a low budget approach, it can be equally difficult to scale down if you go for the best option too soon.
In the beginning stages of business, you’re often working to build your client base and have fewer financial resources. This is the perfect stage to dig in, figure things out, and learn the ropes of your business. This is also the ideal time to write your systems as they are in the beginning, so you can improve and teach them to others as you grow. It may take you hours to learn all the tricks so be willing to ask for help, read free reports and content rich e-zines, network, and ask your colleagues for help when you get stuck. Be aware and honor the time of others though as you learn and support them when you’re ready to invest more and within your network.
Once you’ve built a business model that works and your time is filling with client work, it’s time to outsource in the areas that will bring you the most leverage. I covered that in detail in this post.
When you grow into the stage where outsourcing can leverage your time so you can serve more clients and earn more money, your systems will save your sanity. Not only will it make training a team a smoother and faster process, but your time will really free up when you’re not answering a ton of questions every single day.
At the stage when you are able to invest thousands or tens of thousands of dollars each month in the products, technology and team you need, you may look back and remember being reluctant to pay $24 a month for a project management account. Neither approach is “wrong” just as your current stage cannot be wrong. It’s just where you are right now.
When you’re evaluating how much to spend on products, services or coaching to grow your business, you need to evaluate the impact on your revenue. Who are these products and people serving and do you fit the criteria? It can be hard to find those who are in complete integrity and able to tell you “no, you’re not right for this right now,” but those are the very coaches, teachers and trainers that you want to seek out.
Building your business and choosing to invest in the right things at the right time is an on-going process. But just as you can take a plant or flower and watch it grow, keep putting the right elements into your business and watch it blossom.
Remember, there’s no judgment in choosing a cost effective, do it yourself option, nor in investing to have experts support your business growth – it all depends on your stage!