virtual assistance

Sharing my December Newsletter

Posted by Laurie on Dec 1, 2011 in virtual assistance | Comments Off

Hope everyone has had a wonderful fall and is ready for the upcoming winter/holiday season. Fall was a bit difficult here at Halo Secretarial, it involved a flu, then pneumonia, then a never-ending cough. I kept up with my work mostly (and was very appreciative of a couple of patient clients!) but it was a bit more challenging than fall usually is.

I just sent out my most recent newsletter today and wanted to share the text here for anyone who hasn’t subscribed yet. Enjoy!

2012 is Coming

‘Tis the season for planning!

I turned the last page of my calendar today – the first day of December is always a wake-up call of sorts, isn’t it? Time to finish planning for the holidays, time to gather year-end paperwork and most importantly, time to make goals and set expectations for the coming year.

I know 2012 is going to be a busy year, for me and for Halo Secretarial, so I’m starting my planning right now. Here are some of the things I’m going to address in my planning, and I wanted to share, as I hope they can help you with your plans:

• Do you have enough help?
• Do you need more administrative assistance, better bookkeeping services, more childcare?
• What big ticket items do you need to purchase in 2012 so you can budget accordingly?
• Do you need to raise your fees, lower them or leave them as is?
• When are you going to do your big marketing campaigns for the year?
• Do you have any clients you need to stop working with?
• How do your personal goals match up with the timelines for your business objectives this year?
• Are your systems up to date?
• What kinds of training or learning activities do you want to participate in?
• Are you going to attend any conferences?

This list is helping me get started – so I better head back to my desk and work though my options. Happy Holidays to you all and cheers to an amazing 2012 for us all!

Make Your Customers Happy

Posted by Laurie on Sep 2, 2011 in clients, virtual assistance | Comments Off

Today I’m trying to get back in the habit of reading blog posts and tweets – I’ve been feeling out of the loop! I came across this interesting post: Thank you, Wow and Done by Arié Moyal. Arié is talking about social media and the “value” we assign to different metrics, but the title of the post made me think about value in the customer relationship and how you know if you are making your customers or clients happy.

When your work relationships are virtual, you miss out on the body language and in person contact that help you know if you are doing your job well. Text on a screen can only convey so much, seeing a relieved smile on a client’s face after completion of a project can be more immediately reassuring as to the value you are providing. Still the right words, especially when the feedback is fairly immediate, can help you be sure you are achieving your goal of easing the burden off the shoulders of your customer. When one of my lawyers tells me how impressed they are with the speed at which I complete a task, I know I have exceeded their expectations – and made their day go a little more smoothly. These are the metrics that matter to me – satisfying the people I work with and for. I don’t need hundreds of customers, I don’t need to have a million twitter followers or to have people post links to my blog. That’s the beauty of owning the size and type of business I do. I just need to make my clients happy so they can keep their clients happy. It’s as simple as that.

Laurie

Common Mistakes Lawyers Make With Virtual Support

Posted by Laurie on Jul 27, 2011 in Legal Practice, virtual assistance | Comments Off

I recently read this helpful post from Beverly Michaelis about the Six Mistakes Lawyers Make with Staff. The points made are spot on in my experience, and the post prompted me to consider a few of the biggest concerns that arise in working relationships between lawyers and virtual support professionals, including virtual legal assistants.

Poor communication

Poor communication is definitely one of the biggest stumbling blocks in virtual working relationships. Email and phone calls can be great ways to communicate, but I have seen many emails that are sent lacking critical information, or phone calls that are not followed up by written instructions confirming the content of the call and the expectations for the project undertaken. I have had lawyers send urgent emails asking about my services with no clear listing of what they need and why. It’s hard to provide a proper response right away (avoiding delays created by multiple email exchanges) if I don’t even know exactly what someone’s needs are and their timeline! Communication about work projects and assignments given by a lawyer to a virtual legal assistant should clearly set out what is needed, what the timeline is and any quirks of the assignment.

Not Providing Feedback

In an in-office situation, a lawyer will (hopefully!) tell his or her assistant if they did a good job. They may make corrections to their work themselves, but still let their assistant know how to improve for the next time. Virtually this seems to happen less and yet it is an important part of building a good relationship. Don’t feel like you are being nitpicky or difficult – you must provide feedback, both positive and negative, on a regular basis so your virtual assistant stays in the loop.  It can be as simple as preferring different font points on different documents or as big as deadline issues over time of day and time zones (ie. due on Wednesday could mean Wednesday at 8am PST or Wednesday by midnight). We don’t often see the absolute final product on assignments as documents are printed out on site and so we don’t get that feedback unless effort is made to make sure it is given. I know I, and most other VLA’s, want to do our absolute best and anything you say about our work is going to help in that respect.

Calendar Conflicts

This relates to communication really (most staff issues do!) but do make sure your virtual staff either have access to your calendar or get regular updates as to your schedule. A virtual legal assistant may not need to know when you run out for lunch or to get a coffee, but they do need to know on a general level what times of day are best to reach you, when to schedule meetings with you via phone/skype and when you are going to be away for vacation or other absences. This helps the VLA stay on top of her tasks and she may even help you by knowing your plans, as you may set deadlines with conflicts.

Overall, virtual relationships are not that different that in-person relationships. Regular and clear communication enhances the relationship and respect and consideration provide a solid foundation.

When To Partner With a Virtual Assistant

Posted by Laurie on May 6, 2009 in virtual assistance, virtual legal assistance | Comments Off

I think one of the most commonly asked questions about virtual assistance, particularly virtual legal assistance, is when is the time right for a business owner to start partnering with the VA. There is no wrong answer to this question, as ultimately the time is right when you are ready to start alleviating the administrative burden.

Still, I would say the earlier you are able to start the relationship the better. You may not need a lot of help early on in running your business, or at least you may feel like it’s an expense you aren’t ready to take on. Really though, a virtual assistant can cost a very small amount, especially at first, as you do not have to use a lot of their time initially. You may choose to partner with a virtual assistant who will work with you on an hourly basis with no set time commitment or a very small retainer of say 5-10 hours per month. Even at $40 per hour (just an estimate) you might only pay $200 to $400 per month to have someone who can really help you stay on top of things!

A good reason to partner with a virtual assistant sooner rather than later is that you will be able to get a good system and processes in place so that as your business grows and you get busier and busier you already have a reliable relationship in place and you aren’t then trying to start a search for some help when you can’t find the time at all. I know finding time is often an issue, and was reminded of it this morning when I read Nicole Black’s post at her Sui Generis blog about Saving Time and Money (she offers one solution for this via lawtechTalk, might want to check that out too!)

Don’t worry if you are already busy running your practice and you realize that maybe you should have found a virtual legal assistant a few months ago. It may be hard to fit in the time for researching and beginning the relationship, but it will be time well spent. Just remind yourself that an investment of say 3 hours now to find the perfect virtual assistant for you should pay off in many saved hours almost immediately and on an ongoing basis. And definitely don’t think it should take you a lot of time to find the perfect person to collaborate with – start with my series on partnering with a virtual legal assistant (link is to part 4, and that link contains links to all articles in the series) and honestly you should be able to make a choice within a week or so, just split the search effort up into a few days and you will be ready to go sooner than you thought.

Well, what are you waiting for? Go find the help you need now!!

Partnering with a Virtual Legal Assistant

Posted by Laurie on Mar 23, 2009 in virtual assistance, virtual legal assistance | 1 comment

I’m preparing to write a post series on how to find and start working with a virtual legal assistant. My general plan for the series is to address:

• Where to look for a virtual legal assistant
• How to interview and choose the right virtual legal assistant for your practice
• How to actually start working with the virtual legal assistant you have chosen
• What to do if your chosen virtual legal assistant is not working out

I’m open to any suggestions or questions you may have on the topic of working with a virtual assistant though – so please feel free to comment or drop me an email (laurie@halosecretarial.com) if you have anything you’d particularly like to see addressed.

Also, if you are looking to work with a general virtual assistant, don’t worry! Most of the tips will be applicable whether your are a lawyer, an entrepreneur or a freelancer!

One part of the series will run each week on Tuesdays, so please check back regularly.

Secretarial Services vs Virtual Assistant

Posted by Laurie on Mar 11, 2009 in Legal Practice, virtual assistance | 3 comments

I know this topic has been done to death – what should we call ourselves, is a virtual assistant a good name etc. I’ve addressed it before myself and  I’ve never really been able to come to a satisfactory conclusion although obviously I did choose my business name as Halo Secretarial Services not Halo Virtual (although I do own domain names for both, lol!) I even had a great suggestion not long ago to call myself a practice project manager after I wrote this post on project management for lawyers (hat tip to @matthomann for that suggestion – still thinking about it!)

I had someone find, and hire, me today though by doing a local search for “Spruce Grove Secretarial Services”. Awesome!! I rank #1 on Google for that (not exactly shocking – it’s a small city), but I realize I don’t rank so highly for Spruce Grove Virtual Assistant, let alone just “virtual assistant”. Partially just because I’ve mostly marketed online, not in my own town. I did send out post cards to lawyers in Edmonton and elsewhere in Alberta to let them know that a local virtual legal assistant was available, haven’t had any response from that yet. I also think though that despite the fact that many who do admin work don’t like to be called a secretary, it is still a very well known and widely used title. And ultimately, as long as my clients understand what I can do for them and happily pay a fair rate for the work I do, that’s enough for me. A title is just a word and words can be so limiting. So call me a legal assistant, a secretary, a practice manager, etc. etc. – it’s all good!

Anyway – just wanted to share my excitement about the search results and the new client. I’ve had a great couple of weeks for new clients and I’m so thrilled my practice is growing.