You've probably benefited from Lanel Taylor's advice on matters of finance here on the forums. Lanel specializes as a freelance bookkeeping and business support specialist for small businesses. She enjoys working with companies in the start-up phase and assisting them with many aspects of owning a business, including guiding them through setting up their procedures and coaching them through to the next level of success. Please check out her website at
www.tayloredofficesolutions.co m. Thanks so much for your candid responses here, Lanel!
Members please feel free to ask questions or comment on this interview below.
How, when, and why did you start up your virtual assistant business? What was your previous work experience?
Prior to starting my company I worked as a manager of a payroll company, a tax preparer, then a bookkeeper for a manufacturing company, then an accountant for one of the largest commercial real estate investment companies on the west coast. Then I was a senior accountant for a large apartment management company where I was the liaison between our corporation and our joint venture companies and between the operations division and the construction division. In 2002 I was working in a bookkeeping office doing bookkeeping and tax preparation again and the manufacturing company asked me to fix a huge problem their last two bookkeepers had created. I did a better job than the last two people he’d had and was able to do it much quicker so he asked me if I’d consider freelancing instead of him having to hiring someone else. I then started freelancing for a construction specialty contractor and decided to quit my full-time job and attend school while working with these two companies. During that time both of my clients referred me to other companies. In 2005 I moved from California to Idaho and my clients were all open to me continuing to work for them virtually (at the time I was going in to their offices). I moved to Idaho and have continued to grow my business since then.
Looking back, what are some ways your business has changed since the beginning? What have you learned about yourself and the business world?
In the beginning I was working on-site for my clients. After moving I had to be strictly virtual and I learned that it was more productive for me and my clients for me to work from my office. In the beginning I also allowed my clients to dictate a lot. I learned that my clients respect me more as a business owner when I have clear defined guidelines for my business. In the beginning I think I viewed my business as a way to pay the bills until I find my dream job. Now I know this is my dream job. It's hard, but it’s more rewarding than any job I’ve ever had. I’ve also learned that I can’t do it all – I do what I’m good at and let others do the rest. What I’ve learned about myself and my business is that I’m really good at what I do. When I started this business I didn’t think I would be successful. Now I have people who call me regularly for advice on how to make their businesses successful and I’ve started an organization to help others have the success I’ve had. I think some of the biggest compliments I’ve received is having a client tell someone else (without me around) that their business couldn’t run without me; or when I have a business associate sell me to a new client without me being there.
What advice would you give to someone starting a VA business today?
Don’t think this is easy. You are “on the clock” 24/7. Everywhere you go, everything you do you need to be establishing yourself. People now know me as the “go to person.” I don’t do it all but chances are I know someone who can. I also think it’s important for really new VAs to be flexible. The market is huge but you have to willing to be flexible to make your name known and establish yourself. Never work for free but be willing to make exceptions when you’re getting started. Also, I think my biggest advice would be to have a schedule. Take days off, step away from the computer, close the office door whatever you have to: maintain balance in your life. I have a saying that I remind myself often: Am I working to live or living to work? I choose to work to live. I love what I do but I do it so I can enjoy my life. I don’t live my life solely for my business.
What are your recommendations regarding customer relations management?
Outsource it. LOL Seriously, I have a VA who handles this for me. I have a premium Plaxo account that syncs with my Outlook contact list which syncs to my Blackberry. My VA has access to my Plaxo log-in and tells me what I need to do. Plaxo helps me to send birthday greetings to my contacts. I also send a holiday card. I have a local assistant who helps me with addressing them but I sign and write a personal message on every card that I send.
Talk about the marketing for your business. What has worked well for you, and what do you regularly do to keep your business in the public eye?
My best marketing is word of mouth. All but one of my clients is a referral from someone or a relationship that I built over a period of time. The exception was someone who got to know me on a professional forum. I try to do marketing but I’m not good at it.
What do you love the most about being a VA? What aspects of the profession do you struggle with?
Ironically what I love the most is what I struggle with the most: no boss. I like the flexibility of having my own business but at the same time I sometimes struggle with having everything fall on my shoulders. When things get really crazy I remind myself that I could be flipping burgers. That usually gets me back on track…I chose this profession and so I work through the struggles to make it successful. The alternative isn’t that great.
Some VAs work according to a schedule and others have extremely varied work times. How do you structure your day?
In September I moved my office out of my home. Honestly, it was one of the best decisions I ever made. I get to the office between 9 and 10 and I leave between 5 and 6. I work Monday – Friday. I usually do a review of my e-mail and calendar before I leave for the office so I have an idea of how my day will be. When I get in the office I go through my tickler file in-box and organize what I’m going to do (after I get my tea) then I go through my e-mail in-box and delete, reply to, or file all my e-mails. Then I get started. I only check my e-mail between projects or if I’m looking for an e-mail or at set times throughout the day so I don’t get distracted.
You have Professional Certifications from IVAA (VA and EthicsCheck). How do certifications help in your business?
I chose to get the Certified Virtual Assistant (CVA) and EthicsCheck certifications from IVAA. I believe they lend a level of credibility to me as a business owner. When I was looking at certifications I felt the IVAA certifications were the best option for me. I believe there are a lot of people trying to start VA businesses I think these showed that I was taking this business seriously.
Have you worked as subcontractor to another VA, or subcontracted out some of your own work? If so, please comment on these situations.
Yes to both. Early in my business I started subcontracting for another VA. I still work with her and assist her with her business. This experience has been a highlight for me. I value the relationship I have with this VA and I know she values the contribution I’ve made to her business. I’ve also subcontracted out work and have had OK experiences. Through my experiences, I found that hiring an employee to work for me was a better solution.
What's the long term future for Taylored Office Solutions?
Business is going good. This year I added tax preparation services to my service offerings. I incorporated in September of 2008 and hired an employee who helps me with some of my client work. I plan on adding to the amount of work she does which will afford me more time to focus on my business consulting that I’ve been doing lately. I’m hoping to outgrow my current office before too long and have to move to a larger office.
Some days you fly, some days you just get by. In the latter case, what keeps you going?
I remind myself that I don’t eat if I don’t work. LOL Seriously, I remind myself (and sometimes post a printed remind) that I could be flipping burgers. There are always other options out there. At any time I could just close up shop. For me reminding myself that this is my choice helps me to stay focused. I love what I do, knowing that I choose this helps me get through the tough days.
Please talk about some extra-curricular interests you may have. What do you like to do after hours?
I love stepping away from the office. I work as the administrative team leader for a large middle school youth program at my church. I also love spending time with my niece and nephews. I’m lucky in that my office is literally walking distance from the house where all the kids are during the day. It’s not uncommon for me to take a break and go push them on the swing, take them for a quick ride on the horse, or teach them to ice skate on the frozen lawn. In the summer I love taking the boat out on the lake or camping on the river. In the winter I love staying inside and watching the snow pile up outside and when the snow really piles up (and it’s not too cold out) convince the kids that sledding down the back patio stairs is fun. I also love to read whenever I get the chance.
The Virtual Assistant Forums is a wonderful support for so many of us. Please comment on your participation here, and the value of the site to you.
I love coming to VAF for the ideas and knowledge that is shared. I check the forums every morning (and a couple times during the day) to see what questions others are having. I love being able to share my knowledge with others and knowing there’s a place I can come to if I have a question. I know that whenever I need assistance with something the members of the forum are willing to share their knowledge.
2/2009 Interview with Lanel Taylor of Taylored Office Solutions
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