The Thank You Card

I think the power of the Thank You Card is under rated by the world.  

This week I received a lovely, sincere, heart-felt Thank You from a client and a brand new client to boot.  What a great way to start a working relationship!  I didn’t think I had done anything extraordinary with this client but apparently my assistance was greatly appreciated and they had wanted to acknowledge it with something a little more personal than just putting a cheque in the mail.

This simple act has put such a bounce in my step for the rest of the week.  I felt really Pleased with a capital P.  Pleased with myself for doing a good job.  Pleased with my client for acknowledging my efforts.  Pleased with the person in my network who referred said client to me.  Pleased with the postie who delivered my card.  Pleased with … well the world as a good and happy place.

Now before you diagnose me with a personality disorder, stop and think how much nicer the world would feel if we all took a moment to write a simple Thank you.

Receiving my Thank You card inspired me to do the same.  I sent a heart-felt Thank You to the person who referred this client to me.  

I wonder if he is bouncing around his office too. 

www.theexceptionalassistant.com.au

The Exacting Client

Did you ever have a client or a customer that was just too darn hard to do business with?

I was surveying a number of VA’s recently on whether they have ever turned down a client or refused to do business with someone because of their attitude.  I was rather surprised to find that all of them had, without exception, turned work away at least once because they thought a client would be too difficult to work for. I was a little shocked as I thought the response would be fairly mixed.  One VA commented, “When I worked for someone else I was always obliged to put up with the crap some customers or managers put us through, but now that I work for myself I consider it a perk that I no longer have to put up with that”.  I have to admit that I have done the same thing on occasion.  After all when there are so many nice and dynamic people in the world why waste your time with the ones that set out to make life difficult, right?

Please don’t mistake my attitude for complacency.  I was always the first person to put my hand up to work for the “difficult” boss.  Nine times out of ten, I found the “difficult” boss wasn’t difficult at all, simply exacting and a little more discerning than most.  I usually found once I’d proved myself and stunned them with my usual efficiency, all was smooth sailing after that and a relationship of mutual respect developed.  I’m pretty exacting myself and a mutual appreciation for “getting it right” usually cemented the bond.  Some of my best working references were supplied by bosses everyone else had found difficult.

However,  in the realm of self employment I have made snap decisions when taking a call from a brand new client on whether we are going to have a harmonious and happy working relationship.  I work hard for my dollars and I certainly don’t want anyone to make it harder than it has to be.  To make that judgment call in a 30 second phone call relies on my experience, my emotional intelligence and old fashioned gut feeling.  One VA told me when she guesses that the client on the end of the phone is going to be hard work she adds a “difficult” premium to her usual rate.  “I jack up my rate in the hope they will go somewhere else and then if they still end up hiring me, I console myself with the thought that I am being well paid.”    I’d love to survey some of my clients and ask if they have also come across clients in their respective fields that are too difficult to do business with and how they handle it. 

I have a theory that the perception of the “difficult” client all boils down to personality and how well we fit and connect with other people.  What one person finds acceptable, another may not and like magnets we are attracted by personality traits in some people and repelled by others.  What one VA may perceive as difficult another may find perfectly ok.

Most VA’s have come from an EA or PA background where the relationship between a manager and his assistant is a lot like a working marriage of sorts.  You have to “get” or understand each other or the relationship won’t work.  Most EA’s can tell you what their boss is thinking just by their body language.

I think this characteristic sticks with you as a VA and for most VA’s if they don’t feel the spark of a working relationship right from the start, the connection is perceived as not working.

A Virtual Assistant and self employment is a lifestyle choice and one question I constantly ask myself is am I happy doing what I am doing?  I most certainly am and it boils down to the fact that I enjoy the people I work with.  I should do…. I chose them.

www.theexceptionalassistant.com.au

The Lotto Question

I was asked recently, “would I still do this job if I won lotto?”  It took me a while to answer but I have to admit I probably would.  Why?  I hear you ask?   Well, this took me some time to come up with a logical answer.

The truth is, I actually like what I do for a living.  I like being my own boss.  I like my clients and I’m very good at what I do.   

Now, I’m going to get a little philosophical here,  but I firmly believe we are all put on this Earth for a reason and if you have a skill and not utilizing it to further mankind in some small way, you are wasting your time here.  Each of us has a talent, a contribution to make.  Some people take longer to find their strengths than others.  That’s OK.  I know what my strengths are and when I consider my response, I think the reason I would want to keep doing what I do is because I know it adds value.  I know I am enhancing other peoples working lives and experiences and helping them to also achieve “great things”.

Would it be lovely to practice my skills without the added pressure of making a living?  Absolutely.  Would it be nice to pick and choose and only do the things that inspire and lift me? You betcha!  Would I work quite so many hours a week…..hmmm maybe not but I think the ones I did work could be my greatest yet.

I’ll keep buying my lotto ticket but I don’t think I need to worry about making those decisions just yet.  Good thing I like my job.

www.theexceptionalassistant.com.au

The School Holidays

School holidays are a nightmare for most working parents.  How do you juggle the kids who have up to 12 weeks a year at home on school holidays and most working parents only get 4 weeks holiday a year?  Clearly the way our working lives are structured  is not conducive to stress free parenting.  Spare a thought also, for the Virtual Assistant, or any self employed small business owner.

Taking time off is not really an option and what happens in reality is most end up doing two jobs at once, parent and business owner.  My own stress levels usually sky rocket over this period as the “clear  headspace” for thinking during the day just never happens and I feel pulled in all directions.

However, I have found some coping mechanisms which may help others in the same position.

Early morning walks

I wouldn’t call myself a natural ‘morning person” but early starts are a way of life when you are a mother and I have got used to getting up early in the morning.  I like to walk and I usually head out at 5.00am for an hour or 45 minutes, before I need to make school lunches or get the kids up.  The walk is my clear thinking time and I can mentally run through my day and what I need to achieve.  I have also found it a stress buster and I arrive at my desk with a clearer head and better able to cope with a demanding day.

Early starts or Late nights

During the holidays if I can get an hour or two of work in before the rest of the household is awake, I have more family time with my children and I’m not constantly checking my email during the day. Obviously this works just as well at the other end of the clock.  If you are a night owl you may be able to squeeze in some productive hours once the household is in bed.

School Holiday programs – The cheaper the better!

Most school holiday programs are heinously expensive and if you utilise them for more than a couple of days,most of your income is going to be  lost on paying for it.  However, there are some lower cost alternatives that will give you 2-3 hours of productive kid-free time to work on your business. 

My local Gymnastics club runs a fabulous program with a variety of activities lasting 2-3 hours over the school holidays.  The RSPCA also runs some great low cost programs.  It’s inexpensive and my children enjoy it.  Most importantly I get those vital few business hours to get through my workload.

Sharing the load

If you are lucky enough to know another mum in the same boat, often you can “share” the minding, by one of you taking both your own children and someone elses for the day and then the next day swapping.  It means cramming your productivity into just a couple of days a week but may be just enough to get the important work done.  You can even do half days if full days are too daunting.

Telling your clients

If you are struggling to meet deadlines and have limited availability over this period, don’t forget to let your clients know.  If they have children themselves they may well be in the same boat and will be able to empathise.  Let them know if they need to call during certain hours or time periods.  Ask them if you can contact them after hours if you need to (however, be considerate here and let them know this is a temporary situation).

Try to stay sane.  Tell yourself the situation is temporary.  Mark the days off the calendar.  They do go back to school eventually.

www.theexceptionalassistant.com.au

The Big Fish

In the beginning of my own Virtual assistant business many of the first jobs I was hired for were relatively small and not what you would call big money earners.  Then, I landed the BIG FISH client.

My Big Fish Client was great to work for.  I liked them a lot and they were very happy with the work I was doing.   Their bank balance was growing and as they hired me for more and more work, so was mine.  This was it.  Here was the income I’d been waiting for. Life was good!  Then, ……they left...

What!  NO!

It was nothing I’d done.  Their business had simply reached the tipping point where they were ready to hire permanent staff.   I’d been a reliable (and essential) stepping stone to their continued success.  A role the Virtual Assistant is uniquely placed to fill for growing businesses.   I’ve exaggerated a little bit here.  My Big Fish didn’t leave me completely.  I still do project and overflow work for their company but the day to day, income generating workload I had come to rely on was gone.

This was a very important lesson in the development of my VA Business.  I realised very quickly that I had become too reliant on a single stream of income and what was missing in my client folio was diversity.  I’d also put much of my networking and lead generating activities on hold.  I already had a BIG FISH.  What I hadn’t planned for was the departure of my BIG FISH.  There should have been a number of BIG FISH and a number of LITTLE FISH to balance out my folio and I should have been positioning myself for the next one.

Obviously,  I did recover from this downturn.  It was a good lesson to learn and now I try not to let my marketing slip when things are cruising along. Enjoy the success of the big fish but realize change is inevitable and you want to minimize the impact should your big fish swim away.

www.theexceptionalassistant.com.au