by virtualworks | May 20, 2024 | Business, business growth, Customer relationships, Leadership, Mastery, Outsourcing, Productivity, Remote Office Management, Team Work, Virtual Assistant, working from home
I have a friend who worked as a Barista at a well-known coffee shop. She tells the stories of guests who would return their latte because “it just isn’t right”. After making thousands of lattes she understood that what is ‘right’ to the recipe isn’t always ‘right’ to the customer. She learned to ask probing questions such as “is it too sweet? Too milky? Too much coffee?” By requiring the guest to be more specific, she was able to fix the problem quickly. In short, she learned to speak the language of guests’ expectations.
Hiring a remote support professional can be a little like that, except you’re the guest whose latte isn’t quite ‘right’.
When you hire someone to do a job you have a number of expectations about how the job ought to be done. It can take time to learn how to talk about the tasks you need accomplished. It can be difficult to accurately define the quality, feel or essence of a job that needs doing. You might think it is simple, yet you understand all the reasons you do it THIS way, and perhaps even all the reasons you DON’T do it another way. Your ‘right’ isn’t the same as everyone else’s. Often this skill is learned through trial and error.
To start learning this skill you just have to begin. One options might be to choose a small one-off task that can be outsourced with limited risk to your organization. It could be a mailer that needs to be written, or a spreadsheet that needs cleaning up. Just a couple of hours’ worth of work. Find a resource who can do the project for you and see how it goes. If they do a good job, you have a great product and good return on your investment. If they don’t meet your expectations, ask yourself how you could have communicated better.
Then try it again.
In this way you learn to speak the language of your expectations and your business in such a way so your resource can grasp what you need and want and meet those expectations the first time!
Check out our Nine Guidelines to Outsourcing to help you find your remote support groove.
by virtualworks | Apr 14, 2024 | Accomplishments, daily lfe, Mastery, Productivity, Time Management
Who doesn’t have a ‘bad’ day?
We all do sometimes, and these days it seems like there are a lot of them. A recent bad day was experienced by a friend of mine, let’s call her “R”. Picture this:
After a restless night’s sleep, “R” wakes up with an incredible headache and stumbles along getting ready for the workday ahead. With no hot water left for a shower, a broken hairbrush and tangled necklace (and not one, but two, dropped cups of coffee), she managed to still get herself ready for the day. She realizes what she thought was 8 am, was actually 9 am and she was already running late for work. The rest of the day became a blur of things just not going right. It is safe to say “R” was having a ‘bad’ day.
There are some common causes for a bad day: The list below is not exhaustive of the causes of a bad day, but they are common to many.
- Lack of Sleep (like our friend above): not getting the right amount of sleep can be a contributor to stress and poor health.
- The Presentation of Negative Information: we are bombarded by the news, social media and negative people providing negative information that can be overwhelming.
- On-going issues that last a while: there may be past negative experiences that still have a current impact that needs to be dealt with.
- Upsetting events just happen: things just happen and they will have an effect on your day.
Relativity of Problems:
It’s important to recognize that people come from different places and their lives are based on different events they experience. As a result, we all have different levels of what people consider a problem that causes a bad day and it is important to not discount the struggles of others even if we don’t understand their struggles as a problem.
Tips to get through it: So, let’s try to get through that bad day with the following ideas:
- Take a moment to just breathe. Stop the bad day in its tracks.
- Do some things to make you feel better like taking a relaxing bath, have some tea, go for a walk or meditate.
- Understand the cause of the bad day and determine if these are things within your control. If they are, make the change that is needed and if this is not in your control do your best to let it go.
- Journal those things that are causing your bad day as a way to express your emotions or speak with someone to ask for help.
If you’re interested in trying a few other methods to get through a bad day, check out tinybuddha.com’s article on how to turn around a bad day in 10 minutes.
by virtualworks | Jan 29, 2024 | Leadership, Mastery, Productivity, Remote Office Management, Time Management, Travelling, Virtual Assistant, working remotely
When we talk about “working in the cloud,” it’s usually in reference to the digital realm—files stored online, accessible from servers around the world rather than our local hard drives. But let’s take a moment to reminisce about the original clouds—the fluffy, white ones that float above, turning ominous before a storm.
Last year, I had the unique opportunity to work in those original clouds, and no, it’s not a metaphor. My office was 39,000 feet above planet Earth. While this might sound like a nerve-wracking prospect to some, for seasoned business travellers, it’s become the norm.
Armed with a tablet and other mobile devices, daily tasks and much more can be seamlessly accomplished while jet-setting on business trips—or, in my case, returning from a holiday in the UK.
So, how does this airborne productivity unfold? The airline I flew with provided WiFi access via satellite for a nominal fee, enabling me to respond to emails and check my calendar. All the necessary documents were on my tablet, along with the essential apps. Once I completed my tasks, I uploaded the documents to the digital version of the cloud, making them accessible to my assistant.
In the dynamic landscape of technology, constant change and improvement pave the way for enhanced productivity. For me, staying abreast of current technology transforms idle time into valuable productivity. The idea of having the option to get ahead on my workweek during a 6.5-hour flight is empowering. Yes, the surroundings were a tad cramped, but it worked.
As technology continues to evolve, the possibilities for leveraging travel time productively are boundless. Do you seize the opportunity to embrace technology while on the move, or do you prefer to use travel time as a moment to relax and unwind?
by virtualworks | Oct 9, 2023 | Business, business growth, Leadership, Mastery, Productivity, Uncategorized
Many business owners start off with a great idea that will change the world and, through time and effort, they will evolve personally and professionally to be the best in their field. Though you might not think of it these terms, what they are actually doing, actually reaching for, is “mastery”.
You know this, because you work day and night, you have put in the hours of work, training, research, and sweat. I don’t have to tell you that becoming the master of business requires hard work. Malcom Gladwell would tell you that it takes 10,000 hours of “deliberate practice” to master a skill.
Imagine watching the best Formula One driver, or the most incredible ballerina. They make their chosen trade look so easy, and accessible. It is only when you attempt to duplicate the complex beauty of the Dance of Sugar Plum Fairy (reported to be one of the most difficult roles to dance), or harness the 1000 horsepower around a turn pulling 3 G’s in a Formula-1 car, you realize that just because something looks easy doesn’t mean it is.
And that may be true for something like ballet or the violin where the skill is quantifiable. Becoming a master in your field of business however, is much more than “time in” on any endeavour.
As I look around there are any number of businesses supplying goods and services to their customers in thousands of industries. What separates the successful from those who have become a master at their industry is a gritty combination of discipline, hard work, humility and generosity. Most of us would agree with the first three, but generosity?
There’s an old adage, “if you want to learn something well, teach it to someone else”. In order to teach well, it requires that you face your presuppositions about things, unearth those ideas that you didn’t even realize you believe. Being the master of any subject (even one that you invented) requires you to be able to objectively look at whatever you’re doing and seeing ways it can be improved. To teach someone else what you know requires a certain generosity. After so many years of defending your own turf, that can be difficult, but that generosity has the reward of unearthing flaws in your system in order to improve them, and you cannot master what you think is perfect.
by virtualworks | Sep 10, 2023 | Brand Image, Business, business growth, Customer relationships, Leadership, Marketing, Mastery, Productivity, Remote Office Management, Time Management, working from home, working remotely
One of my favourite business books is “Raving Fans – A Revolutionary Approach to Customer Service” by Ken Blanchard and Sheldon Bowles. Published in 1993, the concepts in this book are as relevant today as they were then – perhaps even more so. One of the best ways to increase customer retention is to simply over deliver whenever possible. Giving your customers or clients more than they were expecting is a great way to keep them returning to your store or website (read: “raving fan”).
Who doesn’t like to get free stuff?
How can you over deliver to your customers as often as possible? Here are some unique customer service ideas to get you started (not surprisingly, it’s the little things that count and it doesn’t have to cost much).
- Give your customer a bonus, this could be a sample product, access to a coaching call or access to a private mastermind;
- Send them an article or a website link about something you know they’re interested in;
- Offer your customer a coupon for a discount on their next purchase. This also helps to get your customers visiting your store or website again. You could also offer a free sample, a consultation or a buy one get one free;
- If you offer a service, the best way to over deliver is to get the project finished ahead of time. Beating deadlines is a wonderful way to add value to your own offers and gain lifelong customers;
- Small gestures can go a long way in gaining appreciative customers. Sending a handwritten thank-you note by regular mail is one way to achieve this. Other small gestures include sending birthday and anniversary cards, or any number of other card ideas. (Tip: ‘Lumpy mail’ gets opened more often than flat mail…)
- Why not set up something such as a Customer of the Month or Customer Shout Out. Here you would thank your customer or highlight something they did that you thought was really cool;
- Invite them on an outing at your cost and go with them – a round of golf, a cycling trip, concert, festival. This is a fantastic way to build rapport with your customers and shows them you care.
Don’t forget to celebrate with your clients and customers and even fellow business owners. If they win a new contract or make a significant improvement in their business, send them a card or small gift. This sends the message that you’re paying attention.
Another fantastic way to over deliver to your present customers is to network with other business owners. Refer local businesses that offer quality services and products, which you do not carry. By doing this, you create resources for your customers and clients and you also help support local business. Always be sure to check out these sources first though because your reputation is on the line. You don’t want to recommend a bad resource or product to anyone.
I have a friend who worked as a Barista at a well-known coffee shop. She tells the stories of guests who would return their latte because “it just isn’t right”. After making thousands of lattes she understood that what is ‘right’ to the recipe isn’t always ‘right’ to the customer. She learned to ask probing questions such as “is it too sweet? Too milky? Too much coffee?” By requiring the guest to be more specific, she was able to fix the problem quickly. In short, she learned to speak the language of guests’ expectations.
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