Working from home as a Virtual Assistant

OPERATIONS MANUAL

Copyright
This manual is provided to the consumer for the purpose of assisting with carrying out business
operating as a Virtual Assistant.

This manual and contents are the copyright and intellectual property of the author. It may not be
reproduced in whole or in part or distributed to any other person without the prior written permission
of the author.

Not to be copied, shared, reproduced or distributed without prior written permission of the author.
Welcome
Congratulations on taking the first step to being your own boss and running your own successful
business as a Virtual Assistant.

Regardless of your age, ability or background, you can join the many people already working from
the comfort of their own homes earning an attractive income.

By merely requesting this information pack, you have already demonstrated that you are decisive
and determined to achieve a better work life balance; you should commend yourself, as many don’t
make it this far, but instead persist with a job they have no real passion for.

We’re confident that by combining a positive attitude with the information, knowledge and step by
step instructions within this manual, you too can achieve the lifestyle you desire by becoming a
home-based Virtual Assistant.

Now has never been a better time to join the hundreds of forward thinking people who have already
taken control of their incomes and ultimately their futures. Now’s the time to start working smarter,
not harder and we’ll show you how to do just that.

To your success!

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What is a Virtual Assistant?
A virtual Assistant (typically abbreviated to VA, also called a Virtual Office Assistant or Virtual PA) is
a self-employed professional who provides mainly administrative support to several clients remotely
from home. The support provided may also extend to technical or creative assistance depending on
the Virtual Assistant’s capabilities.

Virtual Assistants usually work for other small businesses but can also support busy executives. It is
estimated that there are as many as 25,000 Virtual Assistants worldwide.

Why become a Virtual Assistant?

People from all walks of life make the positive decision to become a Virtual Assistant for a variety of
reasons. From our experience, these typically centre around the following:

• Want to supplement their current income

• Want to take control of their income
• Want more flexibility with working hours
• Want a more rewarding career
• Want more time for family, friends or leisure activities
• Fed up with the rat race or 9-5
• No longer wish to commute
• To be their own boss

Whatever your personal reasons and individual circumstances, a career as a Virtual Assistant can
be whatever you want it to be; a full-time job, a part-time job or an additional revenue stream. The
nature of the work allows immense flexibility, like no other work from home opportunity.

The opportunity
Virtual Assistants are independent contractors (usually self-employed) rather than employees.
Therefore, clients are not responsible for any employee-related taxes, insurance or benefits, except
in the context that those indirect expenses are included in the Virtual Assistant’s fees. Clients also
avoid the logistical problem of providing extra office space, equipment or supplies. Clients pay for
100% productive work. These obvious cost-cutting benefits and advantages for clients mean that
the demand for quality Virtual Assistants is strong and therefore, a great time for you to join the
remote working trend that’s set to stay.

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Preparation
Equipment:

• Use of a PC (laptop or desktop) with internet access

• A phone that you can use for work purposes (a mobile is ok)

It would be useful if you have Microsoft Office, however this is not essential.

In instances where you need to communicate by phone with clients, a number that you can dedicate
for work purposes would be preferable. You could use a mobile phone or a service like Skype,
which allows you to purchase a regional telephone number. By doing this, you can differentiate
between personal and work calls and ensure you always greet callers in a professional manner.

Working Environment:

Many Virtual Assistants dedicate a small area where they carry out their work. This area would
ideally allow you to work free from distractions and excessive noise. If you find working from home
isn’t suitable, there are many co-working spaces where you can effectively ‘rent a desk’. These
working environments are often inspirational and working alongside other like-minded individuals
not only combats isolation, but provides networking opportunities which could lead to further fruitful
business opportunities.

Working Hours:

Although one of the main advantages to being a Virtual Assistant is flexibility, it is also equally
important to have some structure to your working week. Setting your hours and being disciplined to
stick to them is essential to ensuring you achieve your long-term goals while meeting the needs and
expectations of your clients. As you’re working from home, you may find it difficult to get into ‘work
mode’, so it could help to have a ‘trigger’ which psychologically tells you it’s work time – this could
be something as simple as opening and closing the door to the room where you work or getting up
and dressed for work. It may sound silly, but such an action can often make a huge difference to
your commitment and productivity.

Your Attitude and Mindset:

Before embarking on your new and exciting journey, it is essential to have the right attitude and
mindset to encourage positive outcomes. You should be self-motivated, passionate about what you
do and eager to learn. Clients expect their chosen Virtual Assistants to be articulate, good
communicators, enthusiastic and engaged with their business, reliable and discreet – at all times.
Negativity won’t help you or your clients, so try to remain optimistic and focus on the positives in
every situation.

Legal Obligations:

As a Virtual Assistant, you will be responsible for your own tax affairs. You may wish to register as
self-employed or form a company. You may wish to consult the expertise of an Accountant who can
advise you on the best route to take as well as advise on recording your income and expenditure.

It is advisable to investigate if working from home affects any insurance policies you may have in
place and you may wish to take out a policy which offers adequate cover for your new business
activities.

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Getting Started
With the preparation stage complete, you are now ready to officially ‘open for business’ and
commence offering your services as a professional Virtual Assistant.

You now need to obtain suitable work projects from clients. This can be achieved through online
third-party platforms or by approaching business clients directly (online and offline). Many Virtual
Assistants start off by using online third-party platforms as this is the quickest and easiest route to
market and essentially allows you to start earning an income fast. Then, once more established and
confident in the role and their abilities, they begin to combine this with approaching business clients
directly. We’ll explain exactly how to do both.

Online third-party platforms

A number of online third-party platforms exist where they essentially bring clients and freelance
professionals together. They typically work in the style of a marketplace. Client posts their
requirements (i.e. a brief) and then the freelancers submit their proposals/bids in an attempt to win
the project.

These websites are a good starting point for a new Virtual Assistant as there are various projects
available and you can choose the ones that suit your abilities and the time you have available.

The websites normally manage the payment between the client and the freelancer, thus minimising
your risk. It’s normally free to register for the freelancer with the website charging a small
commission on completed projects. It is advisable to check these websites regularly for new projects
to bid for as this will increase your chances of being awarded work.

The links to such websites are below. We know Virtual Assistants who use them successfully,
however, we are not affiliated to them in anyway and listing them within this manual does not
constitute endorsement. We recommend you research them for yourself, understand how they work
and read their terms and conditions.

• www.peopleperhour.com
• www.upwork.com
• www.freelancer.com
• www.fiverr.com

These websites have work available right now, so take a look.

Approaching clients directly

You can attract clients directly by targeting them online and offline. Many Virtual Assistants start off
by targeting businesses local to them, however, because you are a remote worker, you can target
businesses anywhere and communicate by phone and web. Effective ways to market your services
include:

• Sending emails to businesses

• Calling businesses to introduce yourself
• Small adverts in shop windows and local newspapers
• Having a presence on social media (Facebook & Twitter)
• Setting up your own website
• Attending networking meetings (details follow in manual)
• Gaining publicity (details follow in manual)

You can also compile a list of Accountants, Bookkeepers and Business Coaches to set up strategic
alliances. They have excellent customer bases and can promote your services to their clients as

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well as providing referrals. This is an ideal opportunity of not just working with them but for them as
well.

There are also various Virtual Assistant groups which you may offer support and advice:

• The International Virtual Assistants Association (IVAA) - www.ivaa.org

• Global Alliance of Virtual Assistants - www.globalava.org
• IAPO International Association of Professional Virtual Assistants - www.iapcollege.com

Prices and Terms:

Depending on the type and length of the project, you should aim to charge between $15-$20 per
hour, sometimes as much as $25-$30 per hour for more complex requirements. If you are using
online third-party platforms to find work, often the client will state how much they are willing to pay
along with any related terms. Receiving payment is normally taken care of by the website.

If you are dealing directly with a client, it is advisable to agree all pricing and payment terms from
the outset in writing. It is not uncommon to request an upfront payment (in full or part) in certain
situations. Ensure you deliver your invoice (by post and/or email) in a timely manner and confirm it’s
receipt to encourage prompt payment. For invoicing, you may consult an Accountant or Bookkeeper
for advice or use an online accounting system such as:

• www.and.co
• www.xero.com
• www.zoho.com/books

Networking
Introduction:

Networking is a fundamental part of business, and that’s why the top entrepreneurs tend to be good
networkers by nature. Making, keeping and developing contacts is second nature to them, often
carried out so easily that it looks virtually effortless.

By stopping a moment and thinking about how you network, it is possible to improve your skills in
this respect.

What is networking? It’s about making contacts and actively cultivating them. A good network is
essential for every type of business. Through your network you can be kept up to date on matters to
do with both business and pleasure, meet new clients, and come across new ways and ideas about
how to do things. And, of course, your network will provide you with credibility and status amongst
potential new prospects and help in spreading the word about your qualities as an individual and
your ability to complete tasks on their behalf.

Make it part of your work!

Although much networking occurs outside normal working hours, at the golf club, a hotel, etc, it is
important that you view this networking as part of your job: make time for it and use your network
systematically as part of your business marketing strategy. Invest time in new contacts, develop
plans for existing contacts and evaluate your network regularly.

In essence, make time for networking and see it as a necessary part and extension of your daily or
weekly work as a business person in the community.

Two-way traffic

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By purposely and systematically dealing with your contacts you can build successful relationships,
which will endure on a lasting basis. Exchanging information is a key way to constantly keep your
contacts aware of you. This is because it’s important to remember that your contacts should also be
able to profit from you too. Spend time understanding what your contacts do, what they are looking
out for and help them when you can. Ask questions and say little initially, your time will then come.
Give your contact the opportunity to show interest in your business and what you can offer at the
appropriate time when he believes you can be of use to him too.

Build patiently

Don’t expect results from your networking efforts straight away: it’s a matter of building over time,
investing in quality as well as quantity. Remember that a larger network is obviously preferable, but
it doesn’t have to be large to be successful if it’s of high quality. With the right contact base they will
help you to meet the right extra contacts through their own introductions.

Networking possibilities

Contacts can be achieved through Business Clubs, Branch Societies and so on, but don’t limit
yourself to these formal structures: you should also consider sports clubs, events, and social
gatherings. Always keep your eyes open for possible new contacts, and put effort into existing
relationships as well as new ones.

Most importantly, always have a Business Card at the ready!

Evaluate your network

On a regular basis, ask yourself the question, ‘Which contacts are really important to me?’ The
danger of a natural networker is that it’s possible to have too many contacts and therefore you end
up spreading yourself too thinly. This results in contacts not seeing you as committed enough to
them and you may lose business opportunities as a result. Check that each of your contacts is
moving your business forward: if not, consider why this is, and if you decide it’s a ‘dead-end’ then do
not actively pursue further.

Your best network? Your existing clients!

As your business develops you will, of course, have a growing existing client base. The fundamental
approach is to keep in touch with existing clients and to be there when new opportunities arise.
Always remind clients when you’ve completed a transaction that you’d be happy to discuss the
possible needs of their wider circle of friends and business associates. It’s true to say in this industry
that ‘people buy from people’ so a job well done can generate its own stream of new leads.

10 practical networking tips:

1 When you are given a Business Card by a contact, make sure you jot down on it to remind
you, when you next meet, what you discussed.

2 If you can’t attend a function, let the organiser/inviter know by phone the reason why so that
you might be invited again next time.

3 When meeting a new contact, say who you are and what you do. Networking is largely built
on trust, so it’s important that you’re straightforward. Make sure to ‘be yourself’ at all times,
otherwise your contact will quickly see through you.

4 First sow and then reap. Initially remember to show interest by asking questions and always
be modest and discrete about your own business. If the contact is potentially worth having
you will know this when he/she starts asking you questions too.

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 5 However much you need the assistance of a particular contact, remember that networking is
a two-way process. Investing in your contact first is the best way to get a positive reaction
from which you can profit.

6 Keep your contacts up to date with relevant issues. Also, give your contact feedback when
you’ve done business as a result of the contact assisting you.

7 Don’t be intimidated by status or high position amongst people you may meet or be
introduced to. Always look for common ground with everyone you meet and remember that,
in your business, you’re the expert!

8 As well as joining local Business Clubs etc, try and get elected to their committees too. This
elevates you to a higher status and gives you access to a wider range of possible contacts
and clients.

9 With existing contacts keep to the 5-minute rule: talking to them longer than this is not
necessary and any shorter is impolite.

10 Keep your reputation in your community high by always dealing with contacts and clients
honestly and with integrity. Your network will soon hear if you have not!

PR (Public Relations)
Receiving positive PR from various sources is a great way of advertising your business – for free.

A good public relations strategy can make the difference between a business that is booming and
one that is just getting by.

The national press often pick up stories that first saw the light of day in the local paper, so a small
start locally can sometimes lead to bigger things.

Hints and tips on how to gain local publicity:

• Identify your market and the best medium to use.

• Work out what you want to achieve.

• Keep it small. Local and regional newspapers love stories about local people. Just phone
and tell them what you are up to.

• Obtain information on relevant, upcoming news supplements and magazine features.

• Prepare a news release, including the information ‘who, what, why, where and when’ and
your contact number where you can be reached at all times.

• Use every outgoing piece of paper, and every electronic document as business promotion.
You’re sending it out anyway, so make the most of it.

• Make personal contact with the right journalists. This only works if you are prepared to
dedicate some time. You will need to build a contacts list, finding out who is who, plus phone
numbers and email addresses.

• The odd phone call alone just won’t do it. You will need to back this up with a well-written
press release including a good quality picture. Most publications prefer a digital image.

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 • Most local papers are happy to run competitions or sponsored columns. Businesses which
are experienced in a certain industry often run a column giving advice and the paper
shouldn’t mind if you include special offers.

How to write a press release:

• Start strong: Your title and initial lines should briefly and directly convey what you want to
say. Include the ‘who, what, why, where and when’ in the lead of your press release. The
remaining part of your press release should include supporting facts and examples.

• Make it easy for the media: Some media agencies and journalists will grab your press
release and carry it in their publications with slight editing or no alteration. The more
information and details you include, the less work the media has to do, making your story
more attractive.

• Think like the reader: Your press release should be able to keep the reader's interest. Put
yourself in the reader's shoes. Would you want to read your press release?

• Make it relevant: Try to point out real examples to support the message you want to
communicate. Show why your information is important and how it benefits the reader. If your
release isn't newsworthy, don't expect anyone to read it.

• Support your story with real facts: Facts make your point stronger and tell the journalist
you've already done much of the research for them. If you pull facts from other sources,
make sure you attribute them. Avoid fluff and add-ons. And never make anything up. If
content seems too good to be true, tone it down or you could hurt your credibility.

• Be concise: Avoid using superfluous adjectives, extravagant language, or unnecessary

clichés. Get to the point and tell your story as directly as possible.

• Avoid industry jargon: The harder your press release is to understand for journalists and
laymen, the less likely it is to be picked up.

• Avoid exclamation points: The use of exclamation points may hurt your credibility by creating
unnecessary hype. However, if you have to use an exclamation point, use only one! Not
several!!!

• Get permission: Companies can be defensive about their name and image. Get written
permission before including information or quotes from officials or associates of other
companies/organisations.

• Include company information: The press release should conclude with a short description of
your company, including where your company is based, what services it provides and a brief
history. If you are creating a press release for more than one company, provide information
for all the companies at the end of the release. Also include contact information, both phone
number and e-mail, for each company's spokesperson.

Reasons why press releases get ignored:

• Lack of Content - A lot of press releases are not picked up because they lack substantial or
significant content. You don't want the press release to be too long, but a short one could
leave out important news or facts. Try to stick to about 300 words.

• All Upper Case Characters - Do not submit a press release in all upper case characters. The
headline also shouldn't be in all upper case letters.

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 • Grammatical Mistakes - Even the best writers make grammatical errors. Proof read your
release before submitting it.

• Advertising - Don't write your press release like an advertisement.

Managing projects
Managing the projects you undertake on your clients’ behalf efficiently is crucial for your success.
Doing so will encourage repeat business, positive reviews and word of mouth recommendations.
Your aim is to not only meet the needs and expectations of the client, but to exceed them wherever
possible – under promise, over deliver.

The fundamentals of good project management:

• Agree how you’ll communicate with the client (by phone, web, email) and how often
(frequency) from the outset and stick to it
• Don’t be afraid to ask questions, it shows you’re thinking and demonstrates your
commitment to ‘getting it right’
• If a project isn’t running as anticipated, communicate your concerns at the earliest
opportunity to the client, they’ll appreciate your honesty
• Draw upon your experiences and share any feedback and suggestions with the client –
remember, you’re working as a team
• If, after taking on a project you cannot deliver for whatever reason, inform the client as
quickly as possible

Your core values should be to maintain long-term relationships with your clients through honesty,
integrity and dialogue.

Industry jargon
B2B
Business-to-Business, as in something directed from one business to another (as opposed to the
consumer market B2C).

Collateral
Any information that can be dispatched in support of the clients’ products/services (for example
PDF).

CRM Customer Relationship Management

Some definitions suggest this is typically a system (ideally electronic/automated) for storing an
organisations customers’ information in a manner that allows the organisation to communicate to
customers effectively. In truth, it should be a lot more. It should identify, record and store living style,
buying habits and influence customers to appreciate the benefits of purchasing through ceaseless
(not relentless) communication. It should attract new customers and retain existing loyal customers.
The IT industry will use the term to describe a methodology or software that helps an organisation
manage its customer relationships in an organised way.

Data
Definition: Series of numbers and/or digits. This is the calling list consisting of the clients desired
target organisations, usually required in electronic format (i.e. Excel) and including Company Name,
Address, Tel No, Contact(s) Names, Title(s) and often other key information such as email address,
office locations (sites), employee numbers, etc. The quality of the client’s Data will directly impact
the results achieved during any marketing activities.

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De-dupe
The identification and removal of duplicate names and contact details from a Database.

DM
DM means Decision Maker. This is often the target individual who is deemed to have the buying
power, budget and can make the ‘decision’ to purchase. (DM – term also used for Direct Mail)

Gatekeeper
This is a term often given to a Receptionist or PA. The term implies that the individual is some type
of Guard or Defender. In fact, these individuals, when treated with respect and courtesy, can
become an ally. Taking time to ensure that this individual understands some of the benefits of the
proposition you are offering, may result in them actually endorsing it to your required ultimate target
contact. If there is genuine business advantage in the clients’ product or service, and it is presented
correctly, it will gain ‘traction’. If treated with contempt these individuals could (quite rightly) halt your
progress.

Pilot Period / Project

An initial mutually agreed period of activity that allows you (and client if applicable) to judge and test
the impact and effectiveness of your services.

USP
USP means Unique Selling Point, defining reasons as to why you or a client provide a competitive
advantage over the competition.

ROI
ROI means Return on Investment. All businesses seek to achieve a positive return wherever
possible on their expenditure.

Conclusion
Starting and running any new business can be daunting. It’s both challenging and rewarding and
there will certainly be a fair share of ups and downs. However, persistence and optimism is key and
you are not alone. Wishing you every success for the future!

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