I’ve written a lot about my experience with virtual assistant firms like Brickwork (India), Get Friday (India), and BPOvia (China) – and how my results and impressions of their services have been mixed at best. A few months ago I mentioned that so-called VA firms seemed to be sprouting up everywhere; and now that the market has been flooded with VA’s it’s easier than ever to pick the wrong firm. Are we entering a VA bubble? Is there still good talent to be found – is it worth it? The bottom line is that virtual assistants aren’t right for all jobs, or for all employers – and people are realizing that – but there is still something to be said for hiring the right remote assistant for the right task(s)…and it can be done.
More VA’s Means More of the Bad; More of the Good: The problem with the virtual assistant industry (if you can call it an industry) is that there are so few barriers to entry that nearly anyone with a computer can start their own VA business. And unfortunately the work-from-home and minimally supervised work-style appeals to some people who just didn’t hack it in their previous professions. What that means is there’s a growing population of slacker VA’s – even at the larger firms.
But there are also a number of well qualified individuals who appreciate the work-life-balance that the virtual assistant lifestyle affords them. Additionally, there are some firms that do a better job of managing their talent – especially by handling work transitions in the case of the VA’s vacation or resignation. I’ve been lucky to find a couple of these motivated and responsive virtual assistants and at firms with good management, which is what keeps my hopes up for the potential of virtual assistants.
High Performing VA’s will Set the Bar: The virtual assistant bubble is bound to bust – but it’s going to be more like a slow deflation. The underperforming virtual assistants that continue to flood the market either won’t be able to sustain their client base, or will improve their work quality, communication, and general business acumen to raise the bar for themselves and their peers. It’s my bet that there will be some acquisitions and mergers in the VA space as well – creating much larger offshore operations than there are now.
Hirers Will Adapt to Remote Workforce Management: The success rate of virtual assistants can’t all be pinned on the VA’s themselves, however. Those hiring virtual assistants often don’t have experience managing remote employees or contractors, and find it difficult to reach a desired level of productivity. I have been managing remote workforces for years, so I’m very comfortable working with people (virtual assistants) with whom I have little or no personal contact. But it can be very difficult in the beginning – dealing with the inability to use non-verbal communication, resulting in misunderstandings, on top of potential language barriers, and time zone differences – so it will take time for the managers of the market to adapt.
Would-Be Hirers Will Be Better Able to Research VA’s: Currently, a big challenge in determining which virtual assistant to hire is that it’s difficult to find candid reviews of VA services (like these). Web searches for ‘virtual assistant’ related terms yield thousands of results for ‘how to become a virtual assistant’ and ‘starting a virtual assistant business’, but straight forward service reviews are buried and hard to find. This contributes to blind hiring, which makes each hire even more of an experiment than it should be. However, as more information is shared online about individuals’ and businesses’ experience with virtual assistants, would-be employers will have better access to the information they need to evaluate virtual assistant candidates, and better able to hire the right virtual assistant for the job.
The Bottom Line: Virtual assistants – good ones, paired with good managers – can be a great resource for small businesses and entrepreneurs. We have a long way to go before the industry’s kinks are worked out. But virtual assistants are around to stay – no doubt.
UPDATE (9/22/08): This post has generated a lot of comments, mostly from US-based virtual assistants defending their craft. So, let me clarify that what I called my ‘mixed’ luck with virtual assistants has ultimately ended positively - which is why I continue to use them. I use offshore VA’s, so some of the issues I talk about (timezone differences, language barriers) could very well be avoided by working with stateside service providers. But I don’t know of any US virtual assistant “firms” that work like the offshore firms do. The benefit of these firms is that (a) the price is right ($9 – $15/hr), (b) the firm management handles sick days and vacation by replacing your VA with a temp, (c) as a result of the large number of members in the firm they have a wide range of skillsets, and (d) there is a hierarchy in place (my VA’s have managers) in case I need them for issue resolution or billing disputes. So, I’ve had good luck with that combination. But if you’re considering hiring a virtual assistant, maybe you’d prefer to work with someone in the US – and as you’ll see in the comments, there are plenty of options.
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I think you are absolutely right. And the subpar (unskilled and unqualified) Virtual Assistant ranks grow because there is an attendant cottage industry in catering to the lowest common denominator, which is intent upon recruitment, not standards. There exists virtually no Virtual Assistant industry organizations that cater entirely to standards of excellence–with the exception of two and only two: the Virtual Assistance Chamber of Commerce (VACOC) and Assist U. The VACOC does not let just anyone join their ranks, even when that means turning down membership revenue. Members are screened to meet high standards of qualification and competence (i.e., no one can buy their way in). Here are some links of interest to your readers:
Client's Guide to Virtual Assistants
http://www.virtualassistantnetworking.com/client-…
How to Choose a Virtual Assistant
http://www.virtualassistantnetworking.com/how-to-…
How to Find the Right Virtual Assistant
http://www.virtualassistantnetworking.com/newslet…
One clarification, however: Virtual Assistants aren't employees; they are independent business owners. It's important that clients understand the nature of the relationship with a Virtual Assistant. It should be more accurately characterized as one between a skilled professional service providers and client (just like the one between attorney and client, accountant and client, etc.). For more info, see our article:
Virtual Assistant or Employee?
http://www.virtualassistantnetworking.com/employe…
Virtual Assistants can be considered as employees, and in my opinion should be. Your example assumes that lawyers / accounts are never hired on a full time basis, when in fact.. they are.
Hi, Danielle. Thanks for the comments and links to resources on your site. I hope your organization and Assist U. end up doing good things for the industry. There's definitely a need.
As a side note – it's curious that your Virtual Assistant Networking Directory is organized by geography. The whole idea of a virtual assistant is supposed to be that it doesn't matter where they're located – isn't it? So it seems like a better way of organizing the virtual assistants in your directory would be by skillset or some other criteria. Just a suggestion.
Thanks again!
Jeremy, what an excellent and comprehensive commentary!
As you mentioned, the virtual assistant (VA) industry is still fairly green.
I can recall when even the concept of 'telecommuting' by one's own employees was still a hard one to grasp, let alone outsourcing one's projects to an independent contractor.
In essence, everyone who hangs out their shingle as a "Virtual Assistant" is a business not unlike that of a roofer or someone who advertises to come in to fix your faucet with their guarantee of no leaks.
True. Geography is not important to our work because we work according to our own business hours. And Our businesses are still virtual (just like any other business that doesn't do work onsite), meaning we work from our own offices and don't go to the client's office. But geography is still sometimes a consideration for clients for various reasons. Sometimes it's merely a comfort zone thing. People like to know where their VAs are located. Others simply prefer native speaking VAs who understand their own culture and societal business idiosyncracies. Listing by geography doesn't change the fact that we operate virtually. It's just another bit of useful information that we incidentally use to give some order to our directory listings.
We don't sort by skillset because Virtual Assistance isn't about line-item skills and project-based/transactional services (those are called secretarial services). Rather, the service of a Virtual Assistant is ongoing, across-the-board, right-hand administative support. There's a difference. One is selling line-item services; the other is selling an ongoing relationship of administrative support. However, within each listing in our directory, our Virtual Assistant members can indicate specific support areas they specialize in. They can also give an indication of what industries (target markets) they focus on as well.
I think there will always be bad in ANY profession – regardless of the qualifications needed, where the business is located or how "easy" it is to hang a shingle. The onus will always be on the client/purchaser to get their money's worth and to get appropriate services. If I need an electrician *I* need to make sure I hire the right one, whether I'm familiar with what makes a good electrician or not.
So if you want to hire a VA (and certainly many businesses are realizing the value in doing so) it is up to you to check and see how professional they are. Look at their website, send several emails or a questionnaire to get a feel for their ability to communicate. Ask for a trial of their services. Better yet, ask people you know if they know a good VA, a referral is worth a lot!!
And I don't think there is a VA "bubble" about to pop, as long as the need exists there will be independent contractors providing the services.
Wow, Laurie. Thanks for making my point for me. All those things you suggest people do before hiring a virtual assistant are very difficult to do right now, due to the lack of reliable and candid feedback on others' experience with VA's. Unlike the plumber in your example, virtual assistants aren't listed on CitySearch.com, Yelp.com, and AngiesList.com. There aren't the same kinds of support and resources available to people looking to hire a VA…yet.
Also, when you say the "onus will always be on the client/purchaser to get their money's worth," it is clear you're just a little bit biased. But thanks for sharing your opinion.
Jeremy,
Thank you for publishing this information as I do feel it is important for potential clients to know that there is a wide variety of VA's containing a wide variety of skill sets. I do believe the VA industry has a long way to go before the bubble "pops" as it is so new to the industry. But, I also agree that there will be some who try the business and find it is just not for them (as can happen in ANY industry whether it is from a virtual office or an office with walls).
I feel it is very important for the client to make clear in their proposals exactly what they are looking for as well as it is the VA's responsibility when bidding for a job to make certain they can fulfill the needs of the job and even provide proof of ability. I know I have hired Virtual Bookkeepers and part of my search required samples, references, etc.
Just as an employer would require a resume' and references, potential clients should always ask (and consider when hiring) for a website and/or resume', samples of work, references, etc. If the client is still left uncertain, provide a test document for those candidates he/she is interested in.
The process for finding the right VA is really the same as a director or vice president would go through for finding the right Administrative Assistant. And just as with any interview of any position, there will always be those who shine in the interview but poorly perform after accepted for the position. I really don't believe walls make that much of a difference.
As a VA and business owner, I am bound by my contracts to fulfill the job to my clients needs and satisfaction within their time frame. I hold this with the utmost importance everyday (even on days off). A truly dedicated VA will go the extra mile (and sometimes without charging) to make certain their client's work is handled in a professional and timely manner.
Well put, Tricia. There are, of course, parallels between hiring a VA and hiring a regular on-site contractor. But what people are adjusting to are the *differences*…and those differences (like the lack of non-verbal communication), are issues that potential hirers – as well as the virtual assistants themselves – will need to improve.
We can say VA's are just like any other contractor, but let's not forget what makes them unique – the "virtual" part. Remote contract work is a concept that some people still have trouble with. Couple that with the fact that some VA's are being tasked with their clients' 'sensitive' projects means that sometimes they need to be very *unlike* your typical one-off-job contractor (like plumbers and gardeners).
Even traditional offsite bookkeepers are really different from the types of VA's we're discussing – because bookkeepers' jobs are regulated largely by the rules of accounting (only somewhat by the rules of the client). So the VA's who are performing unique client-specific tasks – and the clients themselves – must devote much more effort to clear communications (not a skill that everyone possesses) that with typical onsite contractors.
Great reply. Thanks.
Great discussion you have going here, Jeremy!
I understand what you mean when you talk about reviews of Virtual Assistants (VA). When I was blogging on Eons, I "met" a woman who was unhappy with her VA and wanted my advice as to whether she was just being paranoid about her VA. After hearing her story, I felt that she probably had what I call a rogue VA. I found out that the VA belonged to the same VA organization I did, so I contacted the organization and asked if they'd mediate. Their response was that there are two sides to every story, and they couldn't interfere. To say that I was deeply disappointed with their response is an understatement. I would not have asked the organization to do something if I didn't already know that the VA had admitted she was at fault.
So, that's just one part of the problem. Not only are there no standards, but there is also a reluctance by the industry to police itself.
Part of the problem with so-called VAs in India and China is that they're not really VAs; they're more like virtual concierges. Their work is task oriented and akin to running virtual errands. Add the cultural and language difficulties inherent in dealing with workers from India and China, and it's not a wonder that the results you experienced were mixed. Western Virtual Assistants, on the other hand, are relationship oriented. Most of us view ourselves as partners in our clients' success, and we don't look upon our work with our clients as a series of tasks to complete so that we can move on to the next task. This is also a major difference between an independent VA (a VA who works for herself and does not subcontract work to other VAs) and multi-VA firms, like those in India and China. An independent VA works with a limited number of clients so that she can be a partner in their success. Multi-VA firms are looking to get the work in and get the work out; quantity is the key for multi-VA firms or they go under.
It wasn't until recently that websites, such as Angie's List, became available so that people could review plumbers, etc. Before Angie’ List, you had to take your chance that you'd found the right plumber. The Virtual Assistant industry is still relatively new, and I'm sure that somewhere down the road, someone will find the courage to start a "rate the VA" website.
=>Donna Caissie, Owner
ExtraOrdinary Assistance
dcaissie@extra-assist.com
http://www.extra-assist.com
Jeremy,
Differences – maybe. I know when I worked as an employee in an office with the same walls as my employer, much of the communication was done through email, instant messages, and the telephone with very little "in person" discussions. My employer traveled quite frequently. But personal and sensitive material – yes was handle on a daily basis; anything from paying credit card bills, to making reservations with his credit card, to paying cell phone bills, to re-arranging doctor appts. because of a last minute out-of-town meeting. Just a tip of what I did as an "in-office" assistant and very much the same sort of work (and more) that I do now as a Virtual Assistant.
I am available 24/7 to any of my clients via email, instant message or the phone.
When I compare my business to another, I prefer to compare it to one of much similar field as I agree a plumber is a much different field and not virtual; last I heard, pipes cannot be fixed on-line – but not to say that sometime in the future they won't have chips in them that can be repaired remotely :0).
My virtual bookkeeper handles very sensitive information like my banking and credit card issues. I would have agree in saying that bookkeepers are regulated by the rules of accounting just as a VA is regulated by the rules of the Administrative Field. Any professional VA knows that they only way for their business to grow and for them to continue enjoying the flexibility of working virtually, they must devote their business to the success of their client.
Professional VA's know that what they do for their client affects how their client looks. So, if a VA creates a document for a customer that is full of errors and it is published, it is the customer who looks sloppy not VA. But it will most likely be the end of the working relationship with that client for the VA. Any VA's business will most definitely fail with poor quality work.
It does make those of us who have the experience, knowledge and skills required to be a successful VA work that much harder to prove our worth to any prospective client looking for the extra help to ease up their work load and stress. But, once a professional VA is able to prove his/her worth it is definitely a win-win situation.
Now, I will say that using a VA firm might possess many of the outcomes you have experienced. I do not work for a firms – but instead opt to run my own business where I can provide the quality, detail, and attention that I believe any paying customer deserves. There is some meaning to that old cliche' "You get what you pay for."
"We can say VA’s are just like any other contractor, but let’s not forget what makes them unique – the “virtual” part. Remote contract work is a concept that some people still have trouble with. Couple that with the fact that some VA’s are being tasked with their clients’ ’sensitive’ projects means that sometimes they need to be very *unlike* your typical one-off-job contractor (like plumbers and gardeners)."
Bingo!
Again, Jeremy, I am so glad that you shared your thoughts from the other side of the coin. What a great dialogue!
Whether one is a virtual assistant, freelance copywriter, speechwriter, graphic designer, web guru, marketing expert or (insert any service that can be delivered remotely) the onus is still there to deliver the goods 'virtually'.
Even if there were a Better Business Bureau or Consumer Reports index specifically geared toward virtual assistants, it would only be as accurate as the input from its contributors. Sadly, many of these central repositories aren't getting a whole lot of attention these days.
When I go to buy a new car, for example, the first thing I still rely on is word-of-mouth referrals.
I also think that this is how many successful virtual businesses are thriving these days.
Karen
BTW, just curious if you have seen this:
http://www.virtualassistantnetworking.com/ethics….
So, just as an FYI, there is a Code of Ethics for Virtual Assistants too and if you ask me, it is a pretty strong code of ethics.
Thanks again for writing on the subject and giving us the chance to discuss this with you.
Tricia.
Hear! Hear!
You mentioned all firms in inexpensive places. The problem(s) that seem to have been popping up with them have to do with logistics, price, and . . . WHOOPS . . . their prices are getting higher!
Try firms stateside if your issues are actual productivity gains and good work; the VA concept works really well as long as you remember the old saw "you get what you pay for".
Jeff Yablon
President & CEO
Virtual VIP
Danielle mentioned one web site for researching VAs, but there are others also such as the Virtual Assistant Networking Association (http://www.VAnetworking.com) and the International Virtual Assistant Association (http://www.IVAA.org). Both have directories of their member VAs.
Unlike the overseas solutions you mentioned in your article, the VAs I network with are individual business owners focused on helping businesses (whether "traditional" or home based), speak English as a first language (most are based in North America) and most have 10+ years experience in "real world" administrative professions.
Great discussion – thanks everyone. I felt like I should clarify, however, that I have ultimately had good success with my offshore virtual assistants. I continue to use them today. This post is just about the challenges I faced, in hopes that I can help others who are in the position to hire a VA.
But I'm glad to see there's such an active US virtual assistant community. I'll definitely be using the information you've all provided when I consider hiring again (possibly in the US next time).
Thanks!
Great discussion – I will say that I did not have a positive experience with the VA Chamber of Commerce – they accepted me, but then I could never get a response from anyone when the login I was provided didn't work – improvement would be needed here.
While I know of AssistU as a training opportunity for VA's, and a well-respected one, I belive there are other well established VA organizations that provide education, certificaiton and support to help improve the industry as a whole, not just for those people who happen to take their training course.
Check out http://www.IVAA.org – they also have a very stringent Code of Ethics.
There is definitely room for improvment on all fronts, and I believe IVAA does a good job (especially being a volunteer organization) to improve the industry. Keep in mind, this industry is still in its infancy – only been around for 10-12 years.
A few more great groups come to mind, like – A Clayton's Secretary out of Australia, and the Alliance for Virtual Businesses, just to mention a few.
Yes, there are some barriers with English speaking countries that have a much lower cost-of-living basis than here in the US, and elsewhere, but it's sort of you get what you pay for!
There are people who find a good fit with VAs, and hold price as their main focus, others are looking for a higher level of quality and service, and are willing to pay for it.
All in all, after 10-years in my VA business I can say that I'm not the perfect fit for everyone, and vice versa, but to say that there's a VA bubble, I'm not sure I'm buying that one!
I don't think that the "Parent Association" network is totally necessary.
When I look for any service including a VA, I go to the Yellow Pages (Australia's version of CitySearch). I wouldn't go near an Association to find my VA.
Any code of Ethics they have are hardly worth the paper they are typed on.
Jeannine,
You were never accepted into membership at the Virtual Assistance Chamber of Commerce. That is why your link did not work. If you had bothered to membership process directions like a competent Virtual Assistant, you would have gotten your answer. We very clearly indicate exactly what happens all along the way. It was equally clear that you did not read a thing.
Offcourse..Well there is a very wide range of virtual assistants in the world today, the most simple seems to be a virtual assistant secretary.