Are you investing in the right area to grow your business?

By Dee Matheson

I was very fortunate recently to attend the Online Virtual Assistants Convention (OIVAC) that was held in May 2013. What an experience that was.

At first, like most people I bulked at the price that you have to pay because it’s in USD and our exchange rate is not very favourable but having read all about the wonderful opportunities to learn from very seasoned Virtual Assistants internationally and also to open the door for networking prospects with these VAs, it has been worth every penny.

I had so many ah ha moments and the advice, suggestions and know how that was passed on was fantastic.  At no time did I feel that the VAs were keeping secrets and not letting the proverbial cat out of the bag. You could ask any kind of questions and they were answered with honesty and a lot of time with good advice too. Not once did I, as a fairly new VA, feel uncomfortable about asking what one sometimes thinks is a ‘stupid question’.

I have worked and been working for an employer for over 30 years and thought that my skills would be enough but let me advise anyone who is starting this type of business, you have to open yourself up to learn more.  Your skills may be fantastic but that’s not enough. You need to invest in up skilling yourself which was quite an eye opener for me. Just to share one of my light bulb moments was that as a business owner who supplies a service I have to wear two hats, one to get my business going and the other to provide a service to my clients.  Now that’s easily said but when you sit down and work out all the details while wearing these two hats it can becoming very overwhelming.  I know how to do the job but I did not know how to run a business, what my aim with my business is and also whom do I want as a client. These wonderful participants at OIVAC have given me guidance, advice and direction on how to get my business to grow and be successful just like their own.

In summary, I would like to advise ‘old’ and ‘new’ VAs to really consider joining OIVAC or any type of Webinar, quite a lot of them are free, and learn more about this industry because it will only stand you in good stead.

For more details, have a look at my website www.dfm-virtualassistant.co.za or contact me on dmatheson@worldonline.co.za

 

Workload Management: What can you give to your Virtual Assistant?

By Dee Matheson

On many occasions I have come across entrepreneurs who have said, “I wish I had more time in the day to get my admin done, but my clients keep me so busy I just don’t have the time.” This is a major dilemma for many smaller businesses that are either establishing themselves or have been going for some time. The backlog of work is always there and it just piles up and before he knows it, it becomes so overwhelming that the entrepreneur throws up his hands in horror because he just cannot see the wood for the trees.

Hiring a Virtual Assistant has become more popular and most of them have vast experience and excellent know how to get the job done.  An entrepreneur can use a Virtual Assistant for everything from customer service calls to sending out thank you cards to prospective clients.  However, one of the most important aspects is to build a trust factor with your Virtual Assistant very similar to what you would do with a permanent employee. They become a team member who just happens to work remotely and also saves the entrepreneur overhead costs, which is an added bonus.

Here are a couple of ways an entrepreneur can use a Virtual Assistant to get that admin done and give him more time to get on with his business:

·         Scheduling Appointment:  Most entrepreneurs are so busy that they don’t always have time to make appointments or more likely confirm them before they set off to see their client. That’s where the Virtual Assistant steps in and does all of this for the entrepreneur and is in constant communication should the appointments be rescheduled.

 

·         Online Research:  Farm out all that Internet research to a Virtual Assistant. Some of the requests could include finding contact or other information on corporate websites, vetting business contacts and researching specific items.  The entrepreneur must make sure he provides his Virtual Assistant with clear instructions so that what he gets back is exactly what he is looking for.

 

·         Data Capture:  Many entrepreneurs attend functions and conferences and come back with mounds of business cards and other contact material. The Virtual Assistant can capture them onto a spread sheet and they have easy access later to follow up any person of interest to their business.  This is a valuable tool to use when the Virtual Assistant needs to set up appointments for the entrepreneur.

 

·         Bookkeeping:  Keeping tabs on bills and other bookkeeping matters can be one of the easiest tasks to assign to a Virtual Assistant. Many entrepreneurs choose to share their bookkeeping system with their Virtual Assistant who can then follow up on tasks such as outstanding invoices or unpaid bill.

 

·         Managing Emails:  The entrepreneur’s time is precious. A Virtual Assistant can filter emails and respond on his behalf. This email management is easy to do remotely.  Guidance must be clearly provided on how to pick up key emails and make sure the Virtual Assistant copies in the entrepreneur so that they are all on the same page.

 

·         Social Engagements:  A Virtual Assistant is an excellent source to handle tasks such as writing cards, sending out invitations and getting those thank you notes sent. Such tasks can become all-consuming for an entrepreneur.

 

·         Travel Research:  When travelling to conferences and business meeting out of town, a Virtual Assistant is the greatest resource for finding hotels, booking airfares and mapping out the trip itinerary for both business and pleasure. They can also deal with the hassle of navigating time zones when booking or researching international travel options.

 

·         Business Presentations:  Turning raw data into a clear PowerPoint presentation or summarizing research findings can be a huge time consumer when preparing for meetings.  If an entrepreneur provides clear guidelines and what points he wants highlighted in a presentation, the professional Virtual Assistant would supply him with a formatted presentation that he will be able to share with his clients.

 

·         Industry Updates:  There is only a limited amount of time the entrepreneur has available to keep up with industry news and they turn to a Virtual Assistant to keep tabs on the most important happenings.  Some entrepreneurs use the summarised industry information to update their Twitter feed or being up interesting developments in conversation with their clients and prospective clients. This helps the entrepreneur to be on top of his game.

 

To make use of any of these services, contact Dee Matheson on dmatheson@worldonline.co.za or visit her website at www.dfm-virtualassistant.co.za

 

OUTSOURCING TO A VIRTUAL ASSISTANT – HOW DOES THAT HELP THE ENTREPRENEUR?

By Dee Matheson

In the South African market many entrepreneurs are familiar with the concept of outsourcing.  They routinely outsource their IT processes, accounting, distribution and other important functions, often because they have no choice. It might not be their forte or they just don’t have time to do it. Some large organisations also outsource in order to cut costs. An entire industry has developed around outsourcing and the Virtual Assistant is just one of those functions.

What is rather concerning though, is that not many businesses thoroughly understand the benefits of outsourcing. Yes, it can save money but that is not the only reason to do it.  Organisations need to be vigilant of outsourcing the correct functions as they do not want to repeat what happened in the outsourcing mania of the early 1990s which caused major layoffs and other headaches.

Wise outsourcing, however, can provide a number of long term benefits:

·         Cost cutting may not be the only reason to outsource, but it may be a major factor for the entrepreneur. Outsourcing can converts fixed costs into flexible costs, releasing capital for investment elsewhere in the business and this can avoid large expenditures in non-profit areas of a business.  Outsourcing can also make a business look more attractive to investors because more capital can be injected into revenue-producing activities.

 

·         Companies that do everything themselves have much higher research, development, marketing and distribution expenses, all of which eventually is passed on to the consumer. An outside provider’s cost structure and economy of scale can give your firm an important competitive advantage.

 

·         Hiring and training staff for short-term or peripheral projects can be very expensive and temporary employees do not always live up to expectations. Outsourcing to an experienced person where you only pay by hour will give you the results that you need without the extra burden of pension funds, medical aid and other overheads. This is where a Virtual Assistant is key to an entrepreneur’s business.

 

·         If projects need to be started quickly, outsourcing is the answer. A suitably qualified person may not be available in-house and can take weeks or even months to get them up to speed. By outsourcing the project, a qualified person is available immediately with all the knowledge and skill at the entrepreneur’s disposal.

 

·         Every business has limited resources and every manager has limited time and attention. Outsourcing can help to shift an entrepreneur’s focus from peripheral activities to work that serves the customer and can help managers set their priorities more clearly.

 

·         Large companies have to maintain in-house support services which a small company does not need to do. Outsourcing can help smaller companies act “big” by giving them access to the same economies of scale, efficiency and expertise that large companies enjoy.

 

·         Every business investment carries a certain amount of risk. Markets, competition, government regulations, financial conditions and technology changes on a regular basis. Outsourcing providers assume and manage this risk for you and they generally are much better at deciding how to avoid risk in their area of expertise.

 

Now the question is, what can a company outsource? Here are some steps that may help in this regard:

o   Identify the functions that do not need your direct attention, e.g. administration, making appointment, collating reports, preparing a PowerPoint presentation, etc. Outsource this to your Virtual Assistant. She will have had many years of experience in this field and would very likely be better at it too. Let her become the cog in the wheel that makes your company a success.

 

o   Be fussy about whom you outsource to. Interview the prospects over the telephone or if your Virtual Assistant is close by, have a face to face and start developing that rapport. As you start working together, a mutual trust factor will develop and you will find it easier to let her do more within your company, which will leave you free to focus on more important aspects of your business.

 

o   Once you have found your Virtual Assistant, ask her how to make it cost effective for your business. Get the right level of service to satisfy your needs without overspending. Have a clear understanding of the person you are dealing with and exactly what your expectations are.

 

o   Ensure that when you outsource any business function that the overall level of service delivered is higher as a result, not just cheaper.

 

If you are interested in discussing how a Virtual Assistant can be of benefit to your organisation, please contact Dee on 082 925 7757 or have a look at her website: dfm-virtualassistant.co.za.

 

 

Is the South African Market Ready for Virtual Assistants?

By Dee Matheson

Trawling the internet and making contact with experienced Virtual Assistants in South Africa has given me some insight as to what I would need and how to get my Virtual Assistant business started, but what no-one tells you is how challenging it can be to get the concept of a Virtual Assistant across to entrepreneurs, especially here in South Africa.

In the US and UK, as well as the Far East, this concept has been around for many years and widely accepted. But in South Africa, very few businesses are aware of this phenomenon and so far there has only been very limited exposure and most of that has been word of mouth. I take my hat off to veteran Virtual Assistants like Alison Fourie and Gaynor Paynter.  How they have managed to start off and keep going for 12 years, is astonishing.

I attended the local Chamber of Commerce networking session yesterday, and during my little promotional speech, I was gobsmacked to see the ‘aha’ moment that happened with some entrepreneurs. Unfortunately many business owners are still under the misconception that if they have work, they need to employ someone permanently in a job and these people need to work in their office.

Here is a challenge to all the Virtual Assistants that belong to this forum, get out there and tell people about this business and note the ‘aha’ moment. This entrepreneur might not need you, but you have now sold the idea to him/her and they could pass on this concept to others. The more we talk about it, the more popular it will become and everyone will be a winner.

I am doing my bit, are you?

"Out of clutter, find simplicity.”

― Albert Einstein

 

Good news. I am still in remission. It is two years now. I also eventually took the bull by the horns and went to the dentist to sort out my crumbling teeth (from the chemo and radiation). Now I have that Hollywood smile that I have always wanted with beautiful white teeth.

 

I have been advised by the expert VAs that I should consider chaning my blog to focus more on business. So, that is what I will be doing from now on. I will, however, still keep you updated on my cancer treatment though.

 

Is Client Service Important to Your Business?

By Dee Matheson

 

The main aim for many Virtual Assistants is to get clients and to gain their loyalty. Every business owner or entrepreneur wants clients to come back repeatedly and eventually get word of mouth referrals. Throughout my working life it has always puzzled me how so many companies survive, even during the economic downturn, when they provide shoddy service.  It is always so easy to criticise but now that I run my own Virtual Assistant business where client service is paramount, I decided to focus this article on how my service would benefit not only my clients but also, ultimately, my business.  Here it is in full view. My clients can see how I operate, think and organise my business and ultimately their business too, so it is a win win situation.

1.       COMMUNICATION.

Organising my mind beforehand and sticking to the key points has been imperative. I have had first-hand experience where topics have run away from me and leave me none the wiser. I always keep my clients in the loop and let them know of how things are progressing. This has built client confidence in my work and ability. They don’t see me as a fly by night that will take them to the cleaners.

2.       LISTENING.

 How many times were you told by your parents to listen and not talk?  You have two ears and only one mouth, so use them proportionately. This was one of my hardest lessons to learn and I will admit, that I am still trying to get my proportions right.  If I don’t listen carefully, I might just miss an important clue on my client’s expectation and therefore not complete the task correctly or fail to achieve the critical goal. Right out the door goes my possible referral once the assignment has been completed.

3.       CLEAR EXPECTATIONS.

 I think about what I’m trying to convey upfront and if I don’t understand the client’s expectations and ultimate goal, then I ask as many questions as I need to.  Writing down key points so that I have got something to refer back to has often helped me out of a sticky situation. No-one can remember everything. I firmly believe in the “help me, help you” principle. The more info I have, the better the service I can provide to my clients.

4.       STICK TO DEADLINES.

My clients have deadlines and as I am part of their extended organisation, I ensure that all deadlines are met, no matter what. If I have to work over the weekend, at night or go somewhere else because I do not have electricity due to load shedding, I will do that.

5.       GO THE EXTRA MILE.

Like any entrepreneur, I want to stand out from the crowd and one of the ways that I can do this is by going the extra mile for my clients. There are many Virtual Assistants out there that can do what I do and many service providers will only do the bear minimum, but how far will that get them? I take care in the work that I produce and pride myself with the top notch end product I produce for my clients and it shows when it comes time to renew my contact or take on additional work.

6.       FEEDBACK.

Like any human being, no-one likes to receive less than positive feedback. However,  I encourage my clients to give me good and not so good feedback because this is the best way that I can learn about what works and what does not work, how I can improve my service and ultimately, what will make that client happy and adjust my work processes accordingly. And as no-one is perfect, I do sometimes make mistakes. I apologise and this goes back to step one, I COMMUNICATE with my client.  They appreciate my honesty and it also builds a trust factor with my client as they can see that I don’t sweep it under the carpet and hope it goes away.

 My client relationships are a work in progress. By putting the right COMMUNICATION principles in place, I find this formula not only works, but also lasts.

For more information, please visit my website: www.dfm-virtualassistant.co.za I would love to hear from you.



“Understanding is the first step to acceptance, and only with acceptance can there be recovery.”
― J.K. Rowling, Harry Potter and the Goblet of Fire

Well I have definitely accepted my cancer and now that I am in remission all I have to do is my quarterly check-up. This time it will be a CT scan and I have made my appointment with the radiographer and have some “lovely” radioactive liquorish stuff to drink. I can only call it stuff because it is the most awful liquid. They have tried to make it taste better with liquorish, and although I love liquorish, not this stuff. However, it is one of those things that need to be done so I will just have to grin a bear it.

As with my last test, I am quite anxious as anyone would be, so keeping in mind all the positive things that have happened to me so far, I know it’s going to be fine.

On Thursday I will be starting another new chapter with my health. Because of the radiation, my teeth are now crumbling and falling apart. My dentist has said that we cannot save them anymore. They are too degraded, so out they must come. I still cannot get my head around the fact that I am going to be toothless!!! The image always comes to mind of a little old granny going to bed and putting her teeth into a glass filled with water which is standing on the night stand next to her bed. That image makes me laugh. Craig, my hubby, who has been my knight in shining armour, said that we have gone through so much so far, what are a few teeth? At least now I am eventually going to get that Hollywood smile that I have always wanted with pearly whites.

My lymphedema is also getting better. Once a week I go to physio and wear my compression bandage all the time, day and night. My left arm is now not so huge and not many people notice the difference as the compression sleeve is the same colour as my skin so it’s not very obvious.

My business has started of very slowly but I am not giving up and will continue to push wherever I can. If you have been reading my blog and would like to help, please have a look at my website: www.dfm-virtualassistant.co.za .

Well, ciao for now. Will blog again soon.

 

 

“Although no one can go back and make a brand new start, anyone can start from now and make a brand new ending.”
― Carl Bard

And that is how I feel now that my business is starting to grow momentum. I am the one creating a new ending to my life, may it be long or short. That is in God’s hands. But for now, I am enjoying every day to its fullest with all its ups and downs of establishing a new business and getting my name “out there”.

I launched my website: dfm-virtualassistant.co.za on Tuesday and have received some favourable response so far. I know that it will still need some tweaking here and there but most of it is done. Thank you to the Angels that helped, you know who you are.

Because I am on Facebook and have my own business website for business, I thought I would keep my blog for personal things. The human side of DFM Virtual Assistant.  What happens in the background and how I am coping with my recovery and having something exciting to focus on.

Towards the end of last year I had to have another operation where I had my mastectomy. I was feeling a lot of pain and my oncologist thought it might be scar tissue that was now impacting onto my chest wall. Needless to say I did not want to go back into theatre but took the bull by the horns and went. The surgeon, one that has a since of humour – can you believe it, found only scar tissue and luckily no cancer cells. Recovery after this surgery was much faster than my mastectomy so that was a positive.

But now I unfortunately have lymphedema in my left arm (lymphedema is a condition that occurs when there is fluid retention in the lymphatic system that also leads to tissue swelling. The swelling is seen mostly in the arms or legs). I have been visiting a physiotherapist for the last 6 weeks and we have managed to get the swelling down but I will have to wear a compression sleeve for the rest of my life. It’s not too bad or ugly and many people don’t even notice that I am wearing one. Now I just have to look after my arm and keep the swelling down.

I sincerely hope that is some way or form my blog can inspire others to see that things can only get better after hearing the dreaded word “cancer”. It is a hard road, there is no denying it but many have successfully travelled along this rocky road and I am going to follow in their footsteps because I know I can.