People are more likely to talk about outstanding service than they are to talk about mediocre service. What are you doing as a business owner to get people talking? I hope you are not providing poor service, although that will certainly cause people to talk it won’t do anything towards creating a thriving business. No business owner wants to believe they are providing mediocre or poor service nor is it their goal, but what do we truly do to make ourselves stand out and get people talking?

The first step to getting people talking about your company is finding ways to go above and beyond for your clients. You need to establish a system of making your clients feel that no matter whether they are spending $1 at your business or $1,000,000 they are special and their business is important to you. What little “extra” can you think about that wouldn’t cost you very much, but would mean the world to your client? One idea is to remember the anniversary of the day that person became a client and celebrate it with a card or a phone call. So many businesses today take the time to document client’s birthdays or anniversaries. By sending a card that says, “It was one year ago today you signed the contract and we truly appreciate your business” you begin to stand out to your client. Would you rather be the only person that sent a card on a particular day or one of many that sent a card on the client’s birthday? Which one do you think the client will remember most?

For those of you selling products, you might be thinking this is all fine and dandy, but since most of the time you don’t track your clients’ first purchase this could never work for your company, but let’s consider other ways you too can stand out. The likelihood of finding someone that hasn’t purchased an item in the past is very small so that gives you a very large focus group, so to say, to develop a new and exciting customer service idea. It’s time to think outside of the box and come up with one way your business is truly going to stand out this year. Don’t be afraid to include your employees, friends, family members and associates in the conversation by asking them about one customer service experience that stands out in their minds. This will surely get the ideas flowing. Maybe the answer is as simple as always making sure you are smiling and that every client is thanked for patronizing your store whether they purchase or not. Imagine a person’s surprise as they leave your store empty handed to a smiling employee saying “Thank you for visiting; although we couldn’t help you today we truly appreciate your business”. Remember too that using your client’s name is a very small step, but will probably mean the world to your client. Take the time to look at them as a person rather than just a sale.

Most importantly in creating outstanding service you need to ensure your clients are treated the same way every time they use your service or purchase your product. This means that whether they are buying from the company CEO or the newly hired staff member, the level of service should be the same. One way to guarantee that this will happen is to create a Procedure Manual outlining your expectations as a business owner and including a step-by-step process to handle every faucet of your business. By arming your employees (no matter their position or status in your company) with this information you are on your way to ensuring that 2007 will be the year people start talking about your company and its outstanding customer service.

Many business owners fall into the trap of justifying their price over and over. You need to stop doing that right now. When someone hesitates to sign on the dotted line or to purchase your product, do you look at that as a lost opportunity or a gained opportunity? For many they look at it as a lost opportunity and justify it by saying “if that person has a problem with my price then I didn’t want them as a client anyway”. Now is the time to start looking at “no” as an opportunity. That potential client just gave you the perfect opportunity to tell him/her all the benefits they receive by utilizing you and your company or by purchasing your product.

By benefit, I am not talking about the advantages of your product or service – by now the customer knows why he was interested in the first place. Instead I am talking about why your client can’t live without your product or service. You need to identify what your client will see as the “perceived benefit” for your product or service. It all goes back to “What’s in it for me?”

Let’s look at a bookkeeper as an example. A bookkeeper charges you an hourly rate to prepare your books for year-end calculations. Many look at that thinking – “well I can just do it myself and not incur the costs.” The problem with this philosophy is many people do not realize in the long run they are actually costing themselves money because: a) their accountant will probably have errors to fix since, let’s face it, most of us are not bookkeepers; and b) it will probably take you much, much longer to complete than most bookkeepers would take. In addition, by using a bookkeeper, you have given yourself time you would normally have spent struggling with your books to concentrate on other things that will grow your business and allow it to prosper and thrive. If you are spending just an hour per day doing various bookkeeping tasks, you just freed the equivalence of 6 weeks of time per year. Imagine where your business will be next year at this time with that extra 6 weeks to spend going to extra networking events, preparing a new marketing campaign or taking on an additional client.

Even less apparent is the potential return on investment for your client. Let’s say, for an example, that a client hires you to do some potential client cold calling on their behalf. Using the older model of stating “I would be more than happy to help you, I charge $25 per hour and make an average of 20 calls per hour”, your client is automatically looking at his potential client list of 100 people and thinking “I don’t know if $125 is within my budget for this.” Instead try pointing out the less obvious. When asked your price, state “I see you have a list of 100 clients, which will take me approximately 5 hours to complete. On average I am able to get 10% of those clients to meet with you. It is my understanding you can get ½ of those clients to sign with you. So, based on all of these calculations, I should be able to produce approximately 5 new clients for you.” This client is now seeing the $ bills in his pocket as opposed to yours and at this point your price does not seem so daunting.

For those with products, just what is it that your product is doing that will make your customer’s life easier? Ensure your sales campaign clearly identifies the benefits your client will gain – appeal to their emotions. Price should be the last thing on their mind because if done properly, the potential client will see your product as something they can’t live without and the price will be a minor determining factor.

So what is the hidden return on investment you are providing to your client? The next time someone asks your price start by appealing to their emotions and explaining the return on investment for them. Once you have succeeded in hooking them on the perceived benefits and they truly see “What’s in it for them”, it is only then that you tell them your price. I have a good feeling that at that point they won’t care as much about your asking price anymore.

If something disastrous were to happen to you tomorrow, what plans do you have in place to make sure your Virtual Assistant business continues to operate? The motto “Be Prepared” may be used by the Boy Scouts, but it is just as important in our daily lives as it is in our businesses. Should a disaster occur, by creating contingency plans for your business, you eliminate the worry and stress caused by trying to come up with a solution in the thick of the situation.

Before a Virtual Assistant can truly figure out how they would handle an obstacle thrown in their path, it is important to take a step back and think about what possible disasters could occur. This is a very unsettling task for many Virtual Assistants, but for those who have taken the time to map out how an emergency would be handled; the success rate of overcoming that emergency relatively unscathed is much higher. The biggest hurdle for most in writing contingency plans is determining which areas are most important. Perhaps rather than trying to look at the whole picture and trying to think about every conceivable “what if”, the best way to handle this almost impossible task may be to break it down into 4 main considerations – political, economical, sociological and technological.

Consideration #1 – Political Considerations
Political considerations include such things as legislation and how these changes might affect your VA business as well as the businesses of your target market. For example, what impact would there be on your business if tomorrow your municipality decided that you could no longer run your business from home? If you decide that you want to hire employees, what employment laws are applicable? By determining the impact each possible change might have in your business you can take precautions to plan for these changes.

Consideration #2 – Economical Considerations
The economy plays a large role in business. Will a recession negatively impact your Virtual Assistant business or do you think that it will encourage other business owners to utilize Virtual Assistants more as they downsize their workforce?

Consideration #3 – Sociological Considerations
Today’s marketplace is affected just as much by our political and economic culture as it is by fads. As society ages, people are becoming more technologically savvy, what impact will this have on your Virtual Assistant business?

Consideration #4 – Technological Considerations
Staying on the “cutting edge” in today’s society can sometimes be a tricky proposition. This is perhaps the biggest consideration that Virtual Assistants must be aware of and plan for. As technology advances, it will be important to remain on the “cutting edge”, not only through purchasing up to date software, but also through on-going training. Staying on top of those changes and advancements will play a huge factor in whether your business will thrive or not.

As most Virtual Assistants have started their business to allow themselves the opportunity to be there for their families, perhaps the ultimate contingency plan will include a plan to ensure if our family needs us we can drop everything to be there for them. By establishing a Procedure Manual for your business now, you will position your business to allow others to “take over” during absences to allow us to truly be there for our families. It will be then that you will have created the ultimate contingency plan. All other obstacles can be faced head on with the knowledge you have worked diligently towards creating your own thriving business.

Virtual Assistants are fast becoming a popular industry. It is through education that this field is beginning to truly grow. Hopefully someday soon people will be asking, “Who is your Virtual Assistant?” rather than “What is a Virtual Assistant?” Virtual Assistants are the key to allowing small business owners to truly create a thriving. Before deciding to work with a Virtual Assistant there are six questions that need to be answered.

What is a Virtual Assistant?
First and foremost, you must understand what the term means. Simply put, a Virtual Assistant is a business owner who offers administrative support, virtually. The International Virtual Assistant Association defines a Virtual Assistant as “an independent entrepreneur providing administrative, creative and/or technical services. Utilizing advanced technological modes of communication and data delivery, a professional Virtual Assistant assists clients in his/her area of expertise from his/her own office on a contractual basis.”

Why would I want to work with a Virtual Assistant?
There are many advantages! First, there are no hidden costs. The Virtual Assistant takes care of his or her own expenses including office space, equipment, computers and software, and all wage-related expenses. A Virtual Assistant is not like other employees; instead she becomes a member of your team and has a stake in the success of your company. If you don’t succeed she won’t succeed.

Most Virtual Assistants have many years administrative experience and can handle a variety of tasks. Many work outside of traditional business hours to provide flexibility. With a Virtual Assistant on your team you have an opportunity to grow your business rather than just maintain it. You can get back to the things you love doing…while the tasks on your TO DO list are looked after.

How do I find a Virtual Assistant?
Internationally, there are three associations that list Virtual Assistants – VA Networking, International Virtual Assistant Association (IVAA) and International Association of Virtual Office Assistants There are also two associations that list Virtual Assistants in Canada – the Canadian Virtual Assistant Connection and the Canadian Virtual Assistant Network. Thanks to technological advances, a Virtual Assistant doesn’t need to live in close proximity as communication is available through email, facsimile, Internet, and telephone.

What can a Virtual Assistant assist me with?
Virtual Assistants can assist you with everything from basic administrative functions (document preparation, correspondence preparation, transcriptions services, etc.) to specialized services such as Web site design and maintenance, bookkeeping, ghostwriting and editing services, marketing and event planning. Each Virtual Assistant has his or her own skill set and services. Many have established connections with other Virtual Assistants and will contract out specialized work or direct you to another Assistant.

How do I communicate with a Virtual Assistant?
The most popular methods in communication are email and telephone; however, facsimile, courier, and postal services are often used. Many who have worked with Virtual Assistants have set up post office boxes that are accessed by the Assistant to ensure all client correspondence is handled directly by the Assistant.

Is there anything a Virtual Assistant can’t do for me?
A Virtual Assistant can perform any task that an in-house assistant can …except make your morning coffee.

Now armed with this information, I am sure you can see how partnering with a Virtual Assistant truly does make good business sense. It is a key step in creating a thriving business.

So you have partnered with a Virtual Assistant and now you are trying to think of ways to truly utilize them to your benefit. Here are twelve ways you probably have never thought of:

1. Internet Research
Want to stay a step ahead of the competition? Have your Virtual Assistant (VA) research what your competition is up to and provide you with a detailed report. Maybe you want to have an interesting and original corporate party this year, have your VA research a theme and provide you with a list of ideas. Maybe you want to know the best bang for your marketing dollars. Your VA can put together a detailed report including Internet rankings, costs and associated benefits.

2. Off-Site Data Storage
Ever wondered what to do with your computer backups? Have your VA store a copy of your data files at their offices. Now your business files and data will truly be protected from fire and theft.

3. Organizational Tasks
A VA can assist you in implementing new office systems that will assist with the information flow within your office. They can keep you on track so you no longer miss important dates or meetings. Ask your VA to provide you with some great tips to help you and your business become better organized.

4. Follow Up
A VA can follow up with your clients – send thank you notes, conduct surveys, etc. They can ensure your client doesn’t feel that the service ended once they paid you. A VA assists in making your clients feel they are important.

5. Business Support
Whenever you want to bounce ideas off of someone or get a second opinion, your VA will be there for you and your business. Ask your VA whenever you need a helpful hint on how to do something more efficiently or even if you just don’t know how to do something; they can assist you to complete the task. After all they too are a business owner and know what it takes to run a business.

6. Directions
A VA can provide you with directions to any location – be prepared before you leave for your business meeting and know exactly how to get there. Perhaps you are lost and in the middle of “no-where”, putting a call into your Virtual Assistant can help get you back on track and headed in the right direction.

7. File Conversions
Word to PDF or PDF to Word – a VA can assist you in converting documents to a format you can amend/edit or distribute without the fear of it being edited or amended.

8. Purchasing and/or Supplies Management
Your VA can assist you by ordering your supplies/inventory items and having them delivered directly to your office.

9. Business Card Management
So what are you doing with all those business cards you collect at networking functions and corporate events? Why not have your VA input them into a spreadsheet or contact management program so they are usable to you?

10. Human Resources
A VA can assist you with your staffing needs – they can take care of placing advertisements, screening resumes and applicants and conducting reference checks.

11. Reminder Calls
Ensure you are never left waiting again. Have your VA contact your clients and remind them of upcoming events. Perhaps it is you that needs the reminding; have your VA remind you of important meetings and dates.

12. Event Planning
Be it a conference, a seminar or a meeting, your VA can assist you with all the details from concept to on-site coordination – they can ensure all permits, licenses and equipment are there and ready for your use and that location, snacks and registration are accounted for.

As you can see there truly are many ways to utilize a Virtual Assistant over and above those tasks you are utilizing them for right now. The tasks your Virtual Assistant can complete are limited only by your imagination and their skill set.

Every rose has its thorns and that’s true in the garden and in business. Starting a home based business requires skill in navigating the thorns you encounter as your business begins to grow. I began researching home based businesses because of the advantages that working from home afforded me – making my own hours, staying home with my children, and taking take time off when I wanted and not when the “holiday schedule” allowed for it. I viewed entrepreneurship through “rose-colored glasses” and didn’t see any of the thorns associated with owning my own business.

Loneliness
There isn’t a “water cooler” in my home office and my cat never sticks around long enough to talk about who was voted off the island last night on my favourite reality show. Isolation is one of the largest struggles home based entrepreneur face. The realization they are now a “one man show” can sometimes be overwhelming. The best way to overcome feelings of loneliness and isolation is to join on-line forums. Also, make sure to get out of the office and attend networking events. The loneliness can become overwhelming for many. If you thrive on interaction with others, this may be a thorn you cannot get past and opening a home based business may not be a good choice for you.

Misconceptions of Others
Some people think that entrepreneurs sit around with their feet up eating bon-bons all day. When someone finds a way to make money doing that – let me know! I can’t count the times someone has asked me to volunteer on a committee or waste time talking about their favorite soap opera all because they think I’m not REALLY working. When you start your home based business you will spend a lot of time explaining to others just exactly what your job entails, including the hours you plan to work. When others respect that you are serious about your business and its success you’ve successfully removed this thorn.

Separating Personal from Business
Balancing personal life and business life is challenging for many entrepreneurs that work from home. If you have a family it becomes even “stickier”. It is important to ensure that your family sees that you are dedicated to your work when you are at work and you are dedicated to your family when you are at home. It is extremely important to schedule family time as well as business time. I stay away from my office during scheduled family time and I focus on my business during business time – the laundry will wait until after business hours. Caller ID and call display are wonderful tools to ensure personal phone calls don’t become a thorn in your side.

Billable Time vs. Non-billable Time
The biggest hurdle (or thorn) for many home based entrepreneurs to overcome is a “paycheck” mentality. Even though you’re working a 40-hour week, you’re not getting paid for 40 hours. You need time to market your business and keep both your clients and the government happy. While you can hire professionals to assist you, it is important to budget for non-billable time.

Before you decide to take the leap from the corporate world to opening your own home based business, stop and smell the roses. If you’ve identified all the “thorns” involved, you’ll be less likely to get pricked when you reach out to grab one. Take an honest look within yourself and decide if you have what it takes to navigate the thorns and bloom into a successful entrepreneur.

So you have taken a step towards truly growing your thriving business and hired a Virtual Assistant, here are seven ways to ensure your partnership will be a success:

1. Good Communication
Since your Virtual Assistant will not have a physical presence in your office, it will be important to establish and follow a good communication plan. Determine whether you would like your Virtual Assistant to contact you with updates daily, weekly, monthly or as needed. When providing your Virtual Assistant with instructions ensure they are always direct, precise and understandable. Also ensure your VA is aware of your preferred method of communication (telephone, e-mail, facsimile, etc.).

2. Be Open
First and foremost, in order to have a successful working relationship with your VA you must be open to the concept. Also, be open to any ideas or suggestions your VA may have and offer reasons why or why not you think the ideas are worthy of further consideration. Remember to give your VA time to answer your inquiries because although they may not have the answer, they do have the resources to find the answer for you.

3. Trust the Partnership
Just like any relationship, trust must be earned. When working with a VA it will be especially important to trust that when they say they are working for you they truly are. Try starting your relationship off slowly to “test the waters” and gradually work up to larger, more demanding assignments.

4. Have Patience
Remember to give your VA time to learn your business and your preferences. Provide your VA with the guidance they need and remember they may have a lot of questions as they learn how and why you and your business operate. The end result will definitely be worth all the time, patience and understanding you devote to making the partnership succeed.

5. Give Up Control
I know you have been wearing many of the hats for awhile, but don’t be afraid to hand over some “control” to your VA. Just remember by allowing your VA to handle your administrative headaches you gain the opportunity to focus your time and energies elsewhere. By giving up control you can “hand off” all those tasks you dread, knowing they are being handled professionally and accurately.

6. Be Respectful
Remember that your VA is likely to have boundaries you should be aware of. Be respectful of your VA’s office hours, turnaround time and how they wish to receive instructions. Through mutual respect and appreciation, your VA can become a vital part of the success and growth of your business.

7. Plan Ahead
Please try to remember that in most cases, your VA has other people they work for so keep that in mind when scheduling when you provide them with work. Don’t leave things until the last minute.

Now that your VA is handling your administrative headaches it is time to concentrate on the things that matter to growing your business. These are the things that attracted you to your business in the first place. By partnering with a VA, you gain the opportunity to spend more time on the things you enjoy doing. Spend more time with your family, wine and dine a new client or try a new marketing strategy. By partnering with a VA, you can concentrate on truly growing a thriving business.