Cheryl Harless

:: Class 19 - June 8, 2009 ::

This week was our last class. In many ways it seems like we started just yesterday - in other ways it seems like it was much longer than 4 months ago. I'm so glad to see this come to an end. Not to say I didn't enjoy my time and learn a great deal, but I'm ready to really jump into the saddle and spur my business on to new horizons.

I know that I will remain in contact with my instructor and classmates, so there is no sense of sadness at the conclusion of our classes. There is only the final on the horizon. I'm confident that I will pass, but I've heard from other AssistU VAs that it is a truly daunting task. I'm doing what needs to be done in preparation and looking forward to receiving the notification that I am now an AssistU graduate and alumnus.

Now what color are our caps and gowns? ;-D

This week we discussed conflict and resolution. I know this is an area where I have to be careful. My natural tendency is to react rather than respond to conflict. This is a long-standing thing for me, so I was glad to hear that letting things cool down is recommended. It's how I deal best with conflict.

For me it is important to get out of my own way to see the problem for what it is and relate to it in a logical, linear fashion. Don't get me wrong, I'm all for taking responsibility for my own mistakes, however I know my knee-jerk reaction is usually to defend my position. Admittedly not one of my better traits!

The other thing I liked about this week's lesson was the admonishment to not automatically assume it was YOU that did something wrong. Casting or even accepting "blame" is not the issue. Sometimes things just happen and the world falls apart around you. Even without your assistance. For me, that is good to know!

We continued our conversation from 2 weeks ago talking about the consultation process and having those deeper discussions with clients, usually in a second conversation. It was refreshing to know that if potential clients are unwilling to participate in my intake process, its a good indicator that they are probably not the right client for me. In the past I ran up against this situation and was second guessing myself for this particular standard. I see now that I was right, this person was clearly not the right client for me.

We also talked about how wonderful it is that we don't work with any real competition. I know when I first heard that in the beginning of my practice I thought it was silly. But I learned that VAs are a great group. Instead of "fighting over clients" we rejoice that other VAs found the perfect fit - even if we were also having discussions with the same client.

So many of us have come to the realization that what a VA offers is him or herself! I AM my business, it is the unique ME that has to be a fit. No one else can do what I do the way I do it with my own personality. No one else can be me, therefore I have no competition. In fact, other VAs are helpful resources. Go to any VA forum and ask for help and lots of helpful people will jump in with suggestions, recommendations or even with themselves to help out a friend. Wouldn't it be wonderful if the rest of the world had that kind of mentality?

So the next step of recognizing abundance and accepting its gift is easy. There is enough work, enough clients, and enough money for everyone. I LOVE being a VA!!!

Tonight it was all about roll playing conversations with clients. I'm a real "jump right in and go for it" kind of gal so this was a breeze. Class went really fast - at least for me. I really felt for my classmates, who are far more introverted than I am. I know this was tough for them, and I so much wanted to reach through the phone and give both of them big, encouraging hugs.

In this one thing, I really wish I could send them a kiss from the "Blarney Stone" to give them some of my gift for gab. These are super gals in my class, and I know, as they practice it will be a lot easier for them.

We covered a LOT in this class and still didn't get to everything! This week was all about the conversations with potential clients, something I have really been looking forward to. Talking about how important it is to take control of the call - after all we are the experts. And how it is our job to "interview" the client. It's all about the fit. And it is so very important to know that you can work with each other. That you have compatible views (or at least not antagonistic ones!), and that you are able to communicate well. It's important that you establish your standards quickly while being gracious and welcoming with the client. It's not really a "control" issue - more of nipping the employee/employer mindset in the bud.

We discussed the meaning of abundance as it applies to VAs - how there is no need for a scarcity mentality. There are plenty of "right-fitting" clients for us all. When we come to the table with an abundant mindset we draw that abundance to us.

I cannot wait to get to the topic of deeper discussions as that seems to be the place where I have been lacking in my own practice.

In this class we discussed a couple case studies. One was about a possible conflict of interest and the other about a client in apparent overwhelm.

The goal of great partners is not to be perfect, but rather to be whole and complete.

We discussed what is the highest and best for a VA. Again it came down to the partnership and the relationship we have with our clients. When we "Partner for Success" we have a direct and positive impact on our clients' businesses.

We talked about how relationships are created and maintained the same way: Either by action or reaction. I made a personal note to focus on the action side of things instead of reacting.

Today we discussed the importance of conveying to potential clients the benefits we provide rather than listing what we can do. Examples given were lower overhead costs, bill for actual time worked, providing the resources and knowledge we possess to our clients, saving the client time, and refocusing the client on the core aspects of their business.

That segued into a discussion of marketing yourself as a problem solver. For example the client is bogged down with administrative work - A VA frees up the time. Or in another example, the client wants to grow the business - A VA assists them in growing the business by refocusing the client's energy resulting in a 25% increase.

We then talked about Brazen Marketing, Just Out of your Comfort Zone Marketing, and Introverted Marketing (both offline and online).

Monday we talked about the new updated materials. Nice to know that AssistU is not a static program set up years ago that hasn't evolved and changed over time (actually I already knew this, but thought I would make that point for anyone reading my journal!)

We talked about "Touching Clients" by keeping our name and services in front of the client. We bandied about different ways to do that such as business cards, brochures, coffee mugs and more personalized items: things that would only make sense between the client and yourself. For example: If the client stated they liked or collected something, you might send them one of whatever it is they collect so that every time they see it they think of you.

We discussed how in marketing it usually takes 7-10 touches before a potential client will make a decision about a product or service and by having something in their hands, it is often easier for them to make a decision.

We discussed "Standing for the Client" by always wanting the best for them. To me this seemed like a "no-brainer" because I know that I excel when my client excels. But it also means stepping aside of this Client/VA relationship will not be a Win/Win. :: Class 10 - March 30, 2009 ::

Tonight we talked a bit more about selling and marketing. Antonette said that selling was more about seduction and manipulation - I liked that definition better than anything we discussed last week. We talked about the importance of being authentic, transparent and vulnerable. We also discussed sticking to your standards. We learned the "5 things to know before you marketing" and went over the case study for the class.

All in all, a very productive night!

Monday we talked about The Attraction Principle and the Law of Attraction. We also talked about how selling is all about making the sale at any cost, regardless of need and how UN-attractive that is to most people. Then we talked about how marketing is seeing a need and showing how you can meet that need. We talked in length about our different views of the Law of Attraction and how using it for marketing is more successful because you are drawing people to you via attraction (think magnet) as opposed to roping someone and trying to pull them in.

This week we all went over our speeches, giving each one twice: Once for critic on presentation and then again for content. Earlier in the week we had worked with a partner from class to hone our messages. Over all everyone did really well.

This week we talked about Fees, and whether or not we would have a 2-tier pay fee structure to accommodate Pay-as-You-Go (PAYG) clients. We also discussed project work briefly as I felt project and PAYG was pretty much the same thing. I learned that project work is completely different and PAYG is a way of doing work for a few months to establish the number of hours for a retainer. We talked about direct and indirect expenses and how to incorporate that into our fee structure.

Finally we touched on marketing, going over the basics of an elevator speech and a longer speech for marketing in person at events. We were partnered with another member in class and told to practice during the week.

Monday night we talked about the Welcome Package, Contracts and Invoicing. I was greatly surprised at the idea of a Welcome Packet being used in lieu of a formal contract. There was a great deal of discussion about this subject. Some felt that the legalese language would be a barrier to working collaboratively while others felt that a well written contract is necessary and just good business. I am in the latter category and have had no one question my contract - in fact I've been complimented on how well it is crafted.

Then we discussed Payments and Invoicing. I was amazed at the people that felt that receiving checks in the mail was the only way to go and had not considered automation. There was much discussion around this subject, as well as how to handle non-payment. I guess I should not be surprised that getting paid was such a hot topic and touched off a few "Panic Buttons" in class.

All in all this class was the one with the most heated discussions. We didn't get around to discussing fees at all. I know I will be using a welcome package myself, and this class discussion helped me solidify what will go in it and how I will handle the contract portion (FAX, email or FedEx).

Tonight we talked about the importance of developing an Ideal Client Profile. By listing what we want (or it's opposite, what we don't want) an ideal client profile will begin to emerge.

We also talked about the need for a reserve. From a financial standpoint, I know this one well. I thought I had planned enough reserves to hold me through until I had a full client load. The clients have not arrived as quickly as I had hoped and the reserves are gone. It's easy for me to take that concept and apply it to other things like time, space, opportunity, energy, etc. We all need those reserves in our lives. Not only when starting a business.

Finally Antonette reminded us to listen to our hearts when having consults with clients. Our hearts will know what is best before our heads will! This is so, so true!

Tonight we discussed boundaries and standards and how important they are for setting up the structure of your business. Standards are those things that are important and reflect our own qualities and those we admire in potential clients too.

Boundaries on the other hand are the constraints we put upon our business so that others will not walk on us. By saying no to some things it gives us more room to say yes to others.

Just like an animal or child needs boundaries to feel secure, our practices need them to provide security to our business and our clients.

Tonight’s discussion was on image and style. The first thing we talked about was equipment and software. Antonette reminded us that we do not need to have the latest and greatest but it is helpful to be current. She let us know that we don’t have to have every single machine, program or gizmo out on the market. We talked about having a separate phone line or using services such as Freedom Voice or Ring Central. I have the latter, so I was able to share about how great they are. I told my classmates that I went out and got a lot of things I have never used, however Ring Central (or similar service) is one thing I personally recommend investing in. At first I was using my home phone number and not getting so many calls (and most were local to me). When I switched to an 800 number I had many more inquiries from all over the USA.

Antonette spoke about our office and how the décor is part of our image. She also mentioned that our web presence and even our personal photographs represent our style and who we are. Are we always smiling or do we have a more serious business approach. One very good comment was, “Image should be based on who you are and not on a false idea of who we think we should be.” I resonated with that thought completely. I started my practice so I could do what I love while still being “ME”. If I am trying to behave like I think someone else wants me to, or like I “should” I’m completely defeating my own purpose for starting this business!

Since I was feeling poorly, I have a lot of homework to get done, so I had best get crackin’ on it!

I missed this class as I was terribly sick. However one of my classmates, Beth, took WONDERFUL notes so I feel like I was right there.

The first point was having a good support team while you are building your business. I can attest to the importance and value of this as I have a family member that was just waiting for me to fail. It was very disheartening. Thankfully, she is coming around!

The next points were the importance of support people. I am going to have to work on those as this is something I did not do when I first started my practice. I have a tech person that can assist me over the phone, but not someone local to me.

Antonette discussed selecting a business name and the importance of not sounding bigger than you really are, as there can lead to legal ramification. She talked about the process of obtaining a Fictitious Business Name or DBA. Again, this is something I have already done. My business name is CH Enterprises.

I’m actually enjoying the Homework. The only problem is that instead of reading just “Notes From Cyberia #1”, I end up reading the whole thing. I guess that is not a bad thing. And I never thought I would enjoy a grammar book, but ours is sooooo much fun! I’ve been recommending it left and right. My friends think I am nuts. ;)

It’s all about the relationship. That is what we talked about last night. We talked about how it is the relationship that is the most important part of what VAs do. If we are not partnering in that way then what we are doing is piecework. Collaboration is key.

We also talked about the corporate “thinking inside the box” mentality. How as a VA we need to think outside the box – be creative. You know how in the corporate world you are told to act think and say what the corporation wants you to, and certainly not think for yourself. A good VA will have their clients in their thoughts even when not working on something for them. For example: you might run across an article that was just perfect for one of your clients and send it off to them just because you know that they would enjoy or benefit from it.

We talked about the business plan that we will be doing. I could feel the trepidation of my fellow students. Since I did this 2 years ago, I was able to assure them it was not as daunting a task as many think it will be. I am looking forward to re-visiting my business plan and updating much of it; if not re-writing it entirely!

The Journey Begins

So much information in one call! I admit I am a bit overwhelmed! There is so much to look forward to. Even several days after Orientation I am still taking it all in. I must confess, I was not prepared for the amount of homework due by the first class. I thought Orientation would be just that and not include things to be done before the first class. It's not a complaint, just a surprise! I will have to ramp things up more than I had anticipated.

I am excited and am making the needed adjustments to my schedule so I can be better prepared for the homework or "Field Work" as it is called, in the weeks to come. I am really looking forward to the next few weeks and months.