eXPERT Business Support Services is a full-service, bilingual virtual assistance firm that offers 25 years of experienced business support, including executive assistance and management, transcription, document design and formatting, copy typing, proofreading and editing, and translation and interpreting services.
Based in South Florida, eXPERT Business Support Services was founded and is owned by Patty Juan. Patty's enthusiasm and honest work ethic, together with her 25 years of experience as a dedicated secretary, a top-notch executive assistant, office manager, and as a highly reliable independent transcription contractor, are the foundation and core of eXPERT Business Support Services.
Always willing to share her tips, experience and advice, Patty chatted with Virtual Assistant Forums about the joy she gets from running her own business, her best resources for finding and contracting new clients, and what she'd like to learn. You can catch up with Patty here on VAF, on Twitter, Facebook, and LinkedIn. Patty also blogs at her company website.
What is your company name? Is there a story behind the name?
My company’s name is eXPERT Business Support Services. My story behind it is that I really wanted to name my company with something that started with an “e,” to depict a virtual feeling. I liked the idea of expert, and hopefully that name represents what I’m all about.
How long have you been a virtual assistant and what drew you to start up your practice?
I’ve been in business since May 2010, although I did transcription work for a psychologist for years (independently), have been working as an independent contractor for both an agency and a transcription company for several years, and prior to that worked as a “telecommuter.” But I had never heard of the term virtual assistant. Last year I was looking into ways of going into business for myself and that’s when I learned about the VA industry. I have always enjoyed the challenges of running a successful office and working independently. That, together with my skills and positive outlook, I feel are a great combo for the success of my business.
What was the startup phase like for you? Please share your biggest triumphs/hurdles from this time.
The startup phase for me, probably like it was/is for everyone, was very exciting and overwhelming at the same time, and actually the phase is still in progress! I researched night and day, purchased books, went to the library, and planned, planned, planned. My hugest hurdles would have to be learning the social media side of this business. There is so much to learn in that area, and it is so hard to find the time to actively stay on top of things. My biggest triumphs are absolutely the feeling of meeting potential clients and receiving calls or emails back from them expressing their interest in using my services.
What is your specialty/niche and how have you established yourself as an expert or leader in your field?
My specialty is transcription and my ability to transcribe both in English and Spanish. What sets me apart, I believe, is the fact that I ALWAYS strive to give my clients the very best of the best (but I think we all do that!). In my opinion, there is no room for anything less than that.
What do you plan to learn next and why?
I am interested in pursuing an author’s assistant certificate. I would love to branch out into that at some point. I love reading, I love writing, I love editing – I think I belong in that “niche.”
I also plan on learning about social media, how to use Facebook, Twitter, etc., more effectively than I do now. I am always teaching myself new things by either checking out books from the library (I love my library), watching You Tube videos, or simply researching on the Web. There is an ongoing need to keep on top of new and better ways of doing things in this industry. Right now I am learning all there is to know about Google Apps.
How many hours a week do you work? What is your schedule like?
My work schedule fluctuates a great deal. In general I probably work between 20 to 40 hours a week.
What’s on your to-do list today?
In the near future I am planning on joining several associations in my area, becoming a member of IVAA, and possibly renewing my notary license. Today I’m working on a transcript and then going out for dinner to celebrate my 53rd birthday!
What’s your definition of success?
To me success is simply attaining happiness, health, and enjoying what I do. Of course, a nice little income generated from that helps.
What’s the biggest mistake you’ve ever made in your business and how did you fix it?
I agreed to an unrealistic deadline for a translation project. Being the perfectionist that I am, I was up all night and still had to ask for an extension, which I hated doing. I learned not to accept a client’s timeline until I have the chance to review the project. Huge mistake...
Please take us on a tour of your home office – can you describe how you have it set up and what you love about it?
Right now, my husband and I share our office. We each have our own desks (thank goodness!), but this arrangement has to change. He is in sales, and in general, he isn’t home all the time. But when he is, he is always speaking on the phone, and it can be so distracting. There are times I need to stop what I’m doing and come back to it once he’s through with his phone call. So my office situation is definitely going to have to change – and soon! I do like our office though and LOVE having my desk facing a window (so I may have to kick hubby out). When it isn’t so hot outside, I keep my window open. The sun shines in and the breeze blows in, and I can hear the birds chirping away. It’s great not feeling locked up inside when it’s beautiful outside!
What are the top five tools or resources you use on a regular basis in running your own business?
1) My head sets and foot pedal (I’d be lost without them!)
2) Skype (I use this every day. I’d feel disconnected from the world without it.)
3) Dropbox (I love it and it was so easy to get my clients to start using it.)
4) Microsoft Word (Could any of us live without it?)
5) Google calendar and Google contacts (and Google anything for that matter!)
6) Express Scribe and Speech Exec Transcribe
Sorry, that was 6!
What’s your number one source for new clients?
I have met great clients and potential clients at a local licensed investigator’s association group. I’m beginning to believe this is where I’ll obtain enough work to keep me busy on a regular basis. I’ve also learned how LinkedIn can most definitely be used to reach out to a targeted industry.
Who is your ideal client? Has your ideal client profile changed at all since you first started your business?
My ideal client is someone who is professional, respectful, funny, and has a constant, consistent workflow for me (and one who understands the concept of recording a clear audio recording). I find investigative and law enforcement work so fascinating. Mix in professionalism and a great sense of humor, and that is my ideal client.
What is your most important business policy and how did it come to be a part of your operations?
My most important business policy has to be honest. I am always putting myself in my client’s shoes. It’s so important to be up front with clients (or anyone) and give them honest expectations of what you can do for them.
What was the most recent local networking event you attended and how did it go?
I recently attended the Latin American Association of Insurance Agencies monthly meeting here in Miami. It was not only incredibly fun (it’s always fun when you put a whole lot of Latins in a room), but I made a terrific contact – I’d actually prefer to say I made a terrific friend.
What do you love most about being a virtual assistant/self employed businesswoman?
I love being in control of my own destiny!
What’s your best advice for aspiring VAs thinking of starting a new practice?
I still consider myself to be an aspiring VA – and my best advice not only for another aspiring VA but for myself is to be totally honest with yourself. When starting out, it’s important to do what we do best. We shouldn’t feel that we need to know everything about everything. And it’s important to keep ourselves organized and know how to manage projects and our personal time. Things can get pretty hectic sometimes, so time management is essential to keeping one’s sanity! I also would advise to seek out a great support group.
Looking ahead, what’s your five year plan?
At first I didn’t think that I would be interested in forming a multi-VA practice or that I would have the need to find subcontractors. But as time goes by and I become busier and busier, I can see how this may become a necessity. For now, though, I would like to remain solo and look for several other professional transcribers to help out during peak times. Once I settle in with my small practice, expanding may be a definite possibility. In addition, I’d like to pursue being a certified professional author’s assistant.
Interview with Patty Juan of eXPERT Business Support Services
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