Virtual Outsourcing: Overcoming Obstacles to Obtain Benefits

It is hard to argue with access to almost any service a property manager might need, anywhere in the world, at competitive costs.

Lingering doubts, however, are not unreasonable. We are talking about hiring virtual assistants (VAs)— people you may never meet. As virtual outsourcing proponent Michael J. Russer (www.russer.com) acknowledges, “the term ‘virtual’ refers to something that is not real.” How are you going to establish rapport with someone who seems as ethereal as ethernet? Rest assured, there are ways to build trust and ensure a smooth working relationship.

The common sense hiring practices you already use can extend easily into cyberspace. The following tips, in fact, should sound familiar to savvy managers everywhere.

REVIEW WORK
Many writers, designers and other VAs maintain an online portfolio or links to their work on client websites. Or, they can attach a sample to their next e-mail. For legal, financial and other work that doesn‘t easily result in “samples,” many VAs offer case studies.

CHECK REFERENCES
An e-mailed reference from a company with an established online presence is as reliable as a phone call from across town. VAs know that word gets around as quickly as an Internet download. They have personal stakes in keeping their next reference (you) happy.

GAUGE CHARACTER
No, you cannot look a prospective VA in the eye. Distance, on the other hand, forces a more methodical assessment that is ultimately more reliable than the gut-check you might get from a handshake. Are responses timely and commitments met? Are e-mail explanations clear and direct? Are there extra touches to remind you it is the way of working and not the worker that is “virtual?“

Our firm decided to try writer Paul Samuel Schuster (www.paulschuster.com), for example, when we received a custom-designed holiday card complete with verse he had penned. Being able to hold something tangible made the virtual real.

Working virtually relates to character in other ways. For one thing, VAs are independent business people, sharing your entrepreneurial spirit and understanding your motivations. For another, you cannot be distracted, consciously or otherwise, by physical characteristics.

WORK THROUGH THIRD-PARTIES
Virtual service provider marketplaces such as Guru and Elance can ease due diligence by acting as a go-between. By assisting search, evaluation, communication and payment, they address many reservations that might come up when working virtually. The VA ratings, submitted by past employers and unfiltered by the VAs, can be especially reassuring.

WORKING VIRTUALLY
Once you have decided to move forward, there are practical concerns for bridging the virtual gap.

START SMALL
Smaller projects, focused and finite in scope, are a great way to test the waters. “Dip your toe,” Russer advises, “Pick a project or support task that’s small enough so that it if it doesn’t work out, it’s not the end of the world.” A test project that comes back on-time and on-target bodes well for larger, ongoing projects.

Provider marketplaces are well-suited for easing that first step. Imagine you want letterhead for a residential development. Simply enter your request, submit it and then review the resulting bids. There is no cost or commitment unless you select a VA. You pay nothing if the VA fails to deliver. More likely, you will get what you want, returning to tackle projects you thought demanded too much time or money.

MASTER THE TECHNOLOGY
For those jobs that e-mail cannot handle, there are tools like remote access, shared desktops, real-time chats and specialized software. Most are user-friendly. MangoMind (www.mangosoft.com), for example, offers a secure way to put VAs on an internal network, simplifying the transfer of large files.

FIND THE RIGHT PAYMENT METHOD
While paying a US-based VA is straightforward, off-shore VAs may raise currency conversion and other considerations. Arranging a wire transfer is easy enough, but new VAs may be reluctant to release the required personal information. Even easier to arrange and more private is PayPal. Provider marketplaces also simplify payment, adding protections such as escrow accounts and the option of anonymity.

A few pointers increase comfort to ease you into the worldwide talent pool.

BE A GOOD VIRTUAL CLIENT
While working virtually magnifies the benefits, being a good client has always brought better work product. Take time to determine the specific business need, practical application, success measures and end user. This small investment can prevent costly and time-consuming detours, blind alleys and flared tempers down the road. Like any service provider, VAs want satisfied clients. Clearly expressed expectations help them deliver.

After deciding it is time to benefit from hiring VAs, there is one more obstacle-finding them. “Scouring the Globe,” up next month, shares tips for navigating the vast talent pool without feeling lost at sea.