Darlene, who owns D. Victoria Virtual Assistance in New Jersey, has helped out a lot of us on the forums with her cheerful and savvy advice. Here she shares with us the story of her experience as she launched her business over the past year. A special bonus is her discussion of podcasting! Be sure to visit Darlene's website at
http://www.dvictoriava.com/.
Please describe the circumstances leading up to your decision to become a VA, and the launching of your business.
I have always wanted to start my own business. While working at a job prior to starting my business, I was always bouncing off business ideas with a co-worker of mine. At the time I was thinking retail type businesses: from a bookstore to a pastry shop, to a candy store, to a service oriented business where I provided errand services for senior citizens and their families.
At the age of 30, I had a mini-mid-life crisis. I looked at my life and while I was happy, I wasn’t truly fulfilling my destiny, I wasn’t living my dreams. I didn’t have anything to show for my life (or so I thought – you never think straight during a mid-life crisis now though, do you?) I eventually left my job to go back to college to pursue a degree in business administration (which I am still pursuing.) I then began working part-time. One afternoon, I was at work thinking about different business ideas when all of a sudden I looked at my surroundings, thought about my administrative background, and something clicked.
I remember thinking “My goodness - I can offer administrative services to small businesses from the comfort of my very own home office!” I was so excited by this idea, because I knew I loved doing administrative and multimedia work and was pretty darn good at it too. Of course, like many with the entrepreneurial spirit, I thought I had a neat and innovative idea on my hands! I went online and did a quick search for remote secretarial services and that is the moment I learned about the virtual assistant industry. I knew I always wanted to have my own business and had even taken classes for business management. So I already knew the steps I needed to take to get a business going. I set out to learn about the virtual assistant industry.
I learned a lot from the Virtual Assistant Forums; in fact, this forum played a pivotal role in helping me formulate my thoughts and ideas in relation to virtual assistance. My business unofficially launched January 2008 and officially (my business registration date) was in February 2008.
In what ways has your business and/or your outlook changed since you started up?
My outlook has always remained the same – positive. No matter what is going on any particular day, I know there is always a light at the end of the tunnel, always. My outlook has never faltered.
My business, however, has changed in regards to the services I offer. Initially I was trying to be everything to everyone. Over time, I learned 1) For me, that is not possible, and 2) I needed to focus on the services I truly had a passion for. Along the way, I also developed a passion for podcasting – something that was totally new to me! So I now offer audio editing and podcasting services as well.
Your website describes you as specializing in multimedia and customer support. What specific kinds of jobs to you typically do for your clients?
On the multimedia side of things, I do such things like website maintenance, web design, image editing, audio editing, audio creation, adding audio to websites, as well as creating video tutorials and documentation.
On the customer support side of things, I respond to customer inquiries via email and telephone. Researching customer service inquiries oftentimes requires that I know how to maneuver through a variety of web based customer databases including shopping carts, email management systems, and fulfillment companies. No two clients are alike, so understanding their specific policies, programs and systems is key. I also process refunds and have even created documentation and training videos for a client’s customer service department.
What are some niches you target, and how do you go about finding your ideal clients?
I often think of myself as “the web designer’s assistant”. I like assisting web designers and while I do not advertise myself in that manner – it is what makes me most happy. Aside from that, virtual business owners. I find my clients via forums, social networking, and by responding to requests for proposals. I also attend networking events.
Your site mentions that you have a strong interest in "creating procedural documentation and training." Please talk a little about this passion.
In all of the positions I have held, I have always made it a habit to document the policies and procedures I use for completing a specific task. I have always been an avid note taker especially when it came to learning something new. So it was natural for me to then transpose those notes into procedures. I found I truly enjoyed doing this and over the years I have found, much to my surprise, not many businesses have formal procedural documentation of any kind. What happens if they lose a worker, or worse, have to hand their business over to someone else? Wouldn’t it make sense to have policies and procedures documented – just in case? How about for a company that has many policies and procedures – you simply cannot remember everything! I create procedures for my client work and refer back to them often.
You recently launched an e-Learning site. Please tell us about this exciting initiative.
I love education and I love helping people. So my new e-learning website is just an extension of that! Currently I have a free course running which briefly covers Microsoft Office 2007. I have plans to offer some Photoshop training and since I really like one-on-one training so much, I may very well offer individual courses as well.
One of your main interests seems to be in podcasting. Tell us about your experiences in that area. How can podcasts benefit a business? You also have www.mypodcastharmony.com, especially for VAs. How does that fit in with your business goals?
I absolutely love podcasting. If you had told me a year ago that I would be hosting my own podcast and interviewing people, I would have said “No Way!” I am extremely shy by nature. Being a virtual assistant and having my own business has certainly challenged me in many ways. Coming out of my shell has been one of them. Podcasting has helped me tremendously! I get to meet and talk to some really great people too, mainly Virtual Assistants (many who frequent this forum).
For me, podcasting is the non-writer’s answer to article writing. They say a great free way to market your business and establish yourself as an expert in your field is by writing articles – podcasting does this too. Not only do you get to showcase your expertise through a medium such as podcasting, you get to share a little bit of yourself – you become a person and not just a face on a website. You also network by reaching out to other business owners or whoever it is you wish to talk with and interview on your podcast: you are making connections. You are networking. Podcasting is great – it is not always easy and takes a lot of time to do – but done right – the benefits are outstanding!
I created My Podcast Harmony, a directory for Virtual Assistants and other virtual businesses, because I want to encourage VAs to get out there and podcast. If they don’t have the desire to produce their own podcast, network with other podcasters and become a guest on a show. Podcast audio on my directory includes podcasts hosted by VAs and podcasts in which VAs were interviewed. The directory is in its infant stages; I really hope for it to grow.
I also want the directory to serve as a resource for business owners thinking of working with a VA. Being able to listen to podcasts all found in one place created by VAs (or podcasts in which a VA has been featured) will only educate them even more about what a VA is, what one can do and the fact that many are very intelligent well spoken individuals.
Some may wonder – why encourage other VAs to do something that is a service you provide and is your niche? We are all different – we all have something to offer. Podcasting is just another form of marketing and a way to express oneself. The pie is big enough for everyone, come on, take your slice and start podcasting.
Darlene, you are incredibly productive! What's a typical day like for you? How do you stay energized and so positive?
I have one project or another I am working on, on any given day. I check to see what I have on my plate in regards to client work and then schedule my day around my client needs. I may be conducting podcast interviews, editing audio for either my podcast or audio editing for a client. I do so many different things – my day is rarely ever typical! I guess that is what is so great about being a virtual assistant.
I have always been “the glass is half full” type of girl. That will never ever change and that is what keeps me energized and positive from day to day. This is not to say I am a real life Pippy Longstocking, I do have my moments, I get bummed and I feel run down. However, I think of all I have been through and know it will get better, it always does.
Please share some advice about customer relations.
Customers want two things – to be listened to and to be understood. Sometimes, you may not be able to give the customer exactly what he/she wants because it goes against policies and procedures – but you can offer assistance with compassion and understanding. Also, follow-up- whether you are following up on a client’s behalf or following up with one of your own clients – do it! Always check in – a few times is never enough. I send my clients emails often to just check in. Also, don’t leave a customer waiting. I try to return phone calls on the same day if I can. If I can’t, I make it a habit to call the very next day.
What's on your wish list, in terms of business things: books, software, hardware, furniture, etc.?
A docking station for my ipod so I can listen to music and podcasts while I work. I would love a new house with a nice new office, but that will have to wait until next year. A new office chair would be nice. I would LOVE LOVE love a sound-proofed studio – but that will have to wait too.
What are some of your goals for 2009? What will you be doing in 2012?
I am very excited, in 2009 I will be launching a brand new website – which will be another podcast depicting my life journey – my life in and out of the hospital, my organ transplant, and more. I hope to inspire others to fulfill and follow their dreams, no matter what their circumstances may be. Intertwined with that, I want to also do motivational speaking and provide one on one motivational coaching to new virtual assistants and/or business owners.
In 2012, I hope to be a known podcaster, well on my way to assisting and touching the lives of others (through my motivational podcast and as a virtual assistant).
Talk a little about social media marketing. Is it as big a deal as they say, and do you participate much yourself, or plan to?
I do my best to participate in social media marketing. I have a Twitter account, I twitter a few times daily and I am a member of several online forums. I believe if you work hard at it (like any other type of marketing), wait it out a bit – you will certainly see results.
Please tell us about outside interests: what do you enjoy when not at work?
I love work, but I do have several other outside interests. I love to read. Reading is my most favorite past time. I also love to sing. My love for singing goes back to when I was child. My mother and I would sing together when I was in the hospital – it's a fond memory of mine (strange, I know). My other most favorite pastime is gardening. I cannot wait to move to a state with a warmer climate so that I can garden almost all year long. I also enjoy volunteering for local organizations.
1/2009 Interview with Darlene Victoria of D. Victoria Virtual Assistance
Happy 2009 - I wish you even more abundance and success in the coming New Year!
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