Don’t Run Your Virtual Assistant Business Like a Business

The case against office hours, answering the phone, checking email and instant messaging.

I’m willing to bet that most entrepreneurs go into business so they can do what they want when they want. It’s not the only one but I’m sure it’s in the top 10. I’m also willing to bet that you are one of those entrepreneurs. But a crucial difference between you and those client entrepreneurs may be the “employee mindset.” Your client is used to having one and you are used to being one.

Stop.

Have you considered that you can better serve your client (and yourself) if you ignore them? Ok, not blanket ignore, it’s more of a strategic ignore. And you don’t tell your client you are going to ignore them rather you explain your time-blocking strategy.

Why time- block?

• More efficient and effective.

• Interruptions waste time as you get back on track.

• You can be prepared and have resources and information at hand rather than trying to find things on the fly.

Let’s face it - if you don’t respond immediately the Earth will not stop spinning on it’s axis.

But your clients may not be used to working virtually. They are used to yelling down the hall and having an assistant jump to their every command. So you must educate them.

It’s really a matter of perspective so let them know this is about them. They don’t want you interrupted when you are working on their stuff - that’s when mistakes happen and time or money (or both) is lost.

How I do it

I don’t talk about office hours at all and especially not in my contract. But then again - I don’t work with clients in real time. I block time to return calls and emails so that when I am working I am not distracted.

If a client needs a phone call I let them know during my initial consultation that I block time and why (it’s to their benefit that I am not distracted or interrupted while I am working on their stuff). I let them know that I return all calls and emails within one business day, however I do recommend that if they need a phone call, the best thing to do is to schedule a telephone appointment with me via email. I also meet with them within 24 business hours.

Tip: follow up each phone conversation with an email summarizing any instructions, future appointments or action items. This way you reduce the risk of misunderstandings and have a virtual paper trail. If you are using a project management system post it there.

A word about working in real time

When I say I don’t work with clients in real time what I mean is that I don’t work virtually side-by-side with them. I have talked to clients (and VAs too) who expect me to be available via phone and instant messenger so that we are working together, even though it’s remote. I think this attitude is primarily because they can’t wrap their brains around the concept of working virtually. They are worried that VAs will “pad” the billable hours or they just have a hard time letting go of the controls. They are still in the “employee mindset.”

All that needs to happen here is that project management systems need to be in place. It might be something as simple as a document shared in Google Docs with instructions and deadlines. Or you can use something like Basecamp or Zoho (great free tools, BTW).

And if you have a prospective client who demands that you be available at their beck and call - run. Just sayin’.

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