Archive for the ‘Administrative Consultants’ Category

Dear Danielle: Should an Administrative Consultant Have One Specialty?

Dear Danielle: Should an Administrative Consultant Have One Specialty?

Dear Danielle:

In your opinion should an Administrative Consultant have one specific specialty, or should you specialize across a few specialties to maximize profitability. My idea is to focus on providing admin services to local small bankruptcy law firms, who may not have a paralegal on staff, as I have extensive work experience as a paralegal. Any insight on this would be most appreciated. Thank you an advance for your help. —TR

Thanks for the question… because it’s something I see a lot of people confused about in the administrative support industry at large.

In an Administrative Consulting business, you already have a specialization: administrative support.

What you’re in business to do is already your specialization.

What I see a lot of people not understanding is that administrative support is a specialization in and of itself.

They confuse being an administrative assistant when they were an employee (who very often had everything-and-the-kitchen dumped on them without any say-so or proper additional compensation) with administrative support as a business.

One is a role of employment while the other is a specific expertise. They are not one and the same thing.

And what you don’t want to do under any circumstances is run your business and work with clients as if you were their employee.

First of all, it’s illegal. Second, because it’s unprofitable and unsustainable.

When we talk about specialization in the Administrative Consulting business, we’re talking about having a target market, which is simply a field/industry/profession you cater your administrative support to.

You provide a good example: Bankruptcy attorneys is a target market.

Generally speaking, attorneys is a target market and the practice area of bankruptcy attorneys specifically would be called your “niche” or “specialization.”

My target market is attorneys as well, but specifically intellectual property/entertainment law attorneys.

See what I mean?

The reason this is the useful thing to focus on is because (in the case of our example of attorneys), one practice area can do such drastically different work from another practice area, that the administrative support would be completely different as well.

The marketing message you would need to come up with if you worked with estate law attorneys would be very different from the one you’d create if you were speaking to criminal law attorneys.

I have a number of blog posts that elaborate on this topic. Dig around in the Target Market category and I think you’ll find some that hit this right on the nose for you.

As far as profitability goes, I would need a bit more information about what you are worried about. I think it does, however, pinpoint a fear that a lot of people new to business in our industry have.

They think if they focus on a target market they’ll miss out on opportunities. In fact, focusing on a target market makes marketing your business and getting clients vastly easier.

That’s because instead of being a meandering generality, they become a meaningful (and more compelling and attractive) specific.

The market expects to pay those with a specific expertise (like that of administrative support) much more than those they perceive as merely gophers and jacks-of-all-trades (e.g., the person who will do anything just to make a buck, from whose website it isn’t clear what exactly they do, whose marketing message is all over the map).

Plus, there is so much constant mental switching of gears when you try to be this, that and the other. That in itself is unprofitable (Been there, done that.)

So I would tell you: focus your business on the one thing. You’ll be perceived as someone with a specific expertise (in our case, the expertise of administrative support), your business will be easier to run and the work easier to do (which makes it more profitable), you’ll get clients much more easily, and you’ll be able to command higher fees that allow you to make more money working with fewer clients.

Be Your Own Superhero

There’s nothing “kickass” about being a “sidekick.”

Women with real moxie proudly claim their role as administrative expert and capable leader of their own business.

You’re not the hired help. You’re an expert clients turn to for your administrative expertise and guidance.

Using Terminology Correctly

It’s important to use correct terminology in business.

Communication, and ensuring there is understanding, hinges upon using language and terms correctly.

For example, a lot of people use the term “outsourcing” incorrectly.

Outsourcing is when a business (typically a large company) offloads specific functions, or even a whole department, to a contractor to perform that service independently.

Like when you call a company and they have outsourced their customer service to an offshore call center. That is both outsourcing and offshoring. There is little or no personal, collaborative relationship.

Or when a service subcontracts their client work out to a third party provider… that is also outsourcing. 

Administrative Consulting is the opposite of that.

Administrative Consulting is a one-on-one, direct and personal, collaborative partnership with the client providing a right-hand relationship of administrative support across-the-board. The client and Administrative Consultant work together closely and personally.

That’s not to say that someone can’t or shouldn’t be in an outsourcing business if that’s what they choose to do. However, that is not an Administrative Consulting business.

If you’re in the outsourcing business, you are not in the Administrative Consulting business.

Final Hours: Opportunity Knocks

FINAL HOURS: Take 25% off now through midnight tonight only!

COURTESY REMINDER:

Today is the last day to get 25% off everything in the ACA Success Store. After midnight tonight, there won’t be another chance.

I’ll be launching something brand new soon, and it’s pretty darn awesome, if I do say so myself.

This will be a getting back to basics of sorts and it’s going to fit the needs of both new and already started administrative support business owners.

And don’t worry. What it will NOT be is yet another huge program that is going to cost a small fortune. In fact, a large part of it is going to be completely free.

BUT (and this is the important thing), you are going to need all the pieces of my administrative support business system in order to participate. As with any education, there are required school supplies and materials you need to get. Same idea.

So, toward that effort, I’d like to give you a little leg up in the meantime:

From now until midnight tonight, take 25% off all  Success Store products with this code: opportunityknocks

Simply paste that code into the discount field when you checkout and it will give you 25% off your purchase price.

If you’ve followed me long, you know that I don’t do sales and discounts. These are top-level professional-quality business materials and information. So, this is rare opportunity you don’t want to miss out on because it won’t be offered again.

Plus, we have hundreds of reviews from colleagues like you who love the products they’ve purchased and are so happy they chose the ACA to support them in their business journey.

Head over to the Success Store and place your purchase now.

I hope you’ll avail yourself of this chance so you’ll be ready to partake in something amazing!

Opportunity Knocks (Time Sensitive Offer)

I received the loveliest review from my colleague Mary Culbertson the other day and wanted to share with you:

I’m always so thankful and appreciative to hear from my colleagues who have purchased my administrative support business products because I know we all lead busy lives.

So, when someone takes time out of their own busy day to let me know how I’ve been able to help them in their business journey, well, it’s just the best feeling in the world and makes my heart so happy.

Starting a business, any business, can be very daunting, especially if you’ve never done it before. It’s not just the practical stuff that you have to figure out, but there’s all this mental chatter and self-doubt that goes on in our heads.

The one thing that I know for a fact helps people get over those nagging self-doubts and feeling unsure of themselves is having a plan, a template, a system to guide our efforts all along the way. This is what each and every business guide, template and tool in the ACA Success Store gives you.

I’m going to be launching something soon and it’s pretty darn awesome, if I do say so myself.

I’m working on the finishing touches and if you’re on my mailing list, you’ll get the announcement (if you’re not on my mailing list, simply subscribe to this blog and you’ll be added).

This will be a getting back to basics of sorts and it’s going to fit the needs of both new and already started administrative support business owners.

And don’t worry. What it will NOT be is yet another huge program that is going to cost a small fortune. In fact, a large part of it is going to be completely free.

However, you are going to need the pieces to the system that I offer in the ACA Success Store to be able to participate.

So, toward that effort, I’d like to give you a little leg up in the meantime:

From now until midnight, Sunday (April 30), take 25% off all Success Store products with this code: opportunityknocks

Simply paste that code into the discount field when you checkout and it will give you 25% off your purchase price.

If you’ve followed me long, you know that I quit doing sales and discounts a long time ago, so this is a rare opportunity that would be foolish to waste. I won’t be offering it again.

Head over to the Success Store and place your purchase now.

I hope you’ll avail yourself of this chance. It’s going to be amazing!

Um, Hello?! Do You LIKE Being Devalued?

Telling people you cost less and that they’ll save money by hiring you is basically TELLING them to devalue you.

It’s a cattle-call to all the worst kinds of clients out there (you know, the cheapskates who want everything for nothing and think nothing you do is good enough).

You might think this is the sexy message it takes to attract attention, but what it gets you is the wrong attention from the wrong kind of clients.

All this talk about saving and lower costs and being affordable and cheaper than an employee, etc., puts people in poverty/scarcity mindset.

But you need for clients to stop clutching the purse strings in order to invest in you and themselves.

So, you’re defeating your purpose by making your marketing message all about the money.

Stop doing that.

Something worth having is worth paying well for. (And clients who pay well are worth having, believe you me. You want that for yourself, don’t you?)

Stop talking about the money, and start talking about all that clients gain from working with you.

My Challenge to You

Start a list of all the ways your clients’ circumstances are improved by working with you, all that they gain, how they benefit.

DO NOT list anything having to do with money or saving it in any way.

The resulting list (which you can keep adding to throughout the life of your business) is what your marketing message should be all about.

(Keep this list in a tool like Workflowy so you can add to it on the fly quickly and easily.)

I Am Replaceable

 

I was watching a video one recent morning and it reminded me of something that I wanted to share with you:

I am replaceable… and that’s a good thing.

What I mean is this:

I am not indispensable because I keep my clients dependent on me.

I’m indispensable because I empower them to run their own businesses without me if, when and where they need to or should they ever choose to.

Any of them could walk away from me tomorrow and be okay and not lost as to what or where anything is.

If I got sick or anything happened to me (god forbid), they are all in great shape to be able to take over and run with things themselves.

I don’t withhold their own information from them (e.g., think web designers who withhold passwords or sign up for client domains and hosting in their own names instead of the client’s).

I don’t make them have to go through me to get access to their own documents, administration and services.

I specifically use certain tools and work with clients in ways that they always have access to everything they need.

They stay with me by choice, not because they’re stuck and it would be too much trouble to extricate themselves.

They stay because I make their business (and life) better. I ease their burdens. They have less stress and more free time.

Because I’m good at what I do and always do what I say I will, they trust me implicitly.

Those are the best reasons for clients to stick with you.

What We Mean by “Partnering” with Clients

What We Mean By Partnering with Clients

Partnering is a word we use often in our industry.

Sometimes people (both in and outside our industry) don’t know what we mean when we use that word in relation to administrative support. They don’t understand why a partnering relationship is useful to them.

We’re actually talking about a few things when we use the term partnering:

  1. We’re referring descriptively to the personal, one-on-one, ongoing relationship between two people (as opposed to an occasional, impersonal one where the work is a one-time or sporadic series of transactions with no deeper relationship than that).
  2. We’re referring to fit and chemistry.
  3. And most importantly and beneficial to clients, we’re talking about the sympatico, intuitive, shared body of knowledge and understanding that occurs when a client works with an administrative support partner in an ongoing relationship.

This is the only way to get to know and understand a client and his/her business at any deeper level.

The benefit and value of this, of course, is that clients get someone who “learns” them: who they are and how they think, how they like things done, what their frustrations and annoyances are, what their challenges and obstacles are, what their idiosyncratic workstyle is, and what their bigger picture goals and aspirations are.

It’s only in that kind of personal, ongoing relationship that an administrative partner can learn to anticipate her client’s needs in a variety of ways. As they get to know each other more and more, an administrative partner can work and think more independently on behalf of her client and complete work with that “big picture” context and understanding of the client’s business in mind.

The client then doesn’t have to repeat him/herself over and over to every different person and can feel more confident and at ease in letting go and allowing things to get done on his/her behalf.

This makes the client’s life infinitely easier, and he/she has more time to focus on other things.

By investing in the relationship for the long-term, clients eventually get someone who is always working in a way that supports their needs, their interests, their ways and their objectives in mind, just as the client would themselves.

The longer they work together, the more that knowledge and understanding grows, and the easier it is to work and do more together.

But that only happens within an ongoing, one-on-one relationship.

A cog in a wheel is just that — a cog.

A cog’s ability to think critically and act independently (which is of huge benefit to clients) is extremely hindered. The left hand doesn’t know what the right is doing (or only knows a very limited or isolated part).

Working in that context requires a lot more effort from the client, which can add to their exhaustion and overwhelm and burden.

It certainly doesn’t free up more of their time because they have to oversee and micro-manage all the myriad moving parts.

If they had an administrative partner, on the other hand, someone who takes on certain roles and functions accordingly, that is tremendously freeing for clients.

It’s important to keep in mind that clients don’t know everything and are often too close to their own businesses to see the forest for the trees (as we all are).

As someone who is able to get to know a client’s business nearly as well as they do themselves, by virtue of that deeper, ongoing relationship, an administrative partner can be immensely helpful and valuable to the client by being able to see and bring to attention those things which the client might not know or see from their perspective.

That said, we shouldn’t expect that clients already know and understand this value. They might think, I just need someone who will do what I tell them to do.

But that is a cog, a trained monkey — not an administrative partner.

That’s why it’s always our job as Administrative Consultants to help our potential clients understand how administrative partnering and working in a long-term, continuous — not transactional — relationship can be tremendously valuable to them.

Like any of us, so often it’s the case that they simply don’t know what they don’t know. So the more you develop and lead the client through your own processes, the more you define the roles and functions you can take on for them, the easier you make it for them to see and understand that value.

Flunkies and gophers are a dime a dozen. Their value and usefulness is also extremely limited. Clients don’t expect to pay them much more than that either. 😉

But that’s not what you are as an Administrative Consultant.

As Seth Godin so elegantly puts it: You are not a task rabbit. You’re a professional doing unique work that matters.

RELATED ARTICLE: I’m Not Your Partner?

RESOURCE: If you want a bit of extra help articulating to clients the value and benefits of working together, you can also direct them to the ACA Client Guide.

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What has been your experience with this? Do you ever have trouble articulating your value to clients? Do they ever have trouble “getting” it?

Your Consultation Will Make You or Break You

Your Consultation Will Make You or Break You

Without a proper consultation process in place, you’re going to lose more clients than you get.

A proper consultation process is one of the ways you demonstrate your competence and professionalism to clients.

When everyone else is lamely giving 15-30 minute consults, a thorough consultation system turns you into a standout and gives you competitive advantage over everyone else.

Plus, if you want more monthly retained clients (where you get paid a higher fee for your ongoing monthly support), you simply must have a much longer, deeper conversation; 15-30 minutes just doesn’t cut it.

A good consultation system helps you set the proper tone for the business relationship moving forward so that clients take you and your business seriously and understand that they’re dealing with a business, not an employee.

It’s also going to instill greater trust and confidence in them by virtue of seeing that you conduct things in a proper business manner. It shows them that you know exactly how to expertly glean from them the info you need to determine how to best help them and where to start. This reassures them that they are dealing with a competent business professional who is going to handle the relationship and work you do for them just as professionally.

A thorough consultation helps you better identify how you can help each potential client and helps you get more of your ideal clients.

So, if you don’t have a consultation system in place, if you’re not sure of yourself when it comes to conducting consultations, if you’ve been lacking confidence and want to walk potential clients more assertively through that initial conversation, be sure to check out my client consultation guide:

Breaking the Ice: Your Complete Step-by-Step System for Confidently Leading the Consultation Conversation and Turning Prospects into Well-Paying Monthly Clients Who Can’t Wait to Work with You.

This is my own proprietary system I’ve developed and honed over 20 years in this business.

In this guide, I’ve packaged my entire step-by-step process for you in an encouraging, easy to follow plan that tells you exactly how to structure the entire process — before, during and after.

My success rate with this system has been out of every 10 clients who go through my consultation process, I have my pick of 8-9 of them wanting to work with me.

And colleagues who have followed my process often tell me how impressed their prospective clients were and how it made all the difference in those clients choosing to work with them.

Knowing how to do something is half the battle. This guide will help increase your confidence ten-fold and take all those nervous jitters that come with not really knowing how to proceed with this all-important conversation.

That’s Not How This Works, That’s Not How ANY of This Works

That's Not How This Works, That's Not How ANY of This Works

You know, we always see these articles constantly telling clients who want to get help from those of us in the administrative support business that they need to instruct us on this, tell us how to do that, yada yada yada… as if how the consultation will proceed, how our businesses and processes work, what we do and don’t do and how we do it are all up to them — like they were hiring an employee.

And all I can do is shake my head as I read these confounded articles and think:

“Um, no. That’s not how this works. That’s not how ANY of this works.”

First of all, clients aren’t (or at least shouldn’t be thinking they are) hiring a trained monkey.

Second of all, if a client is talking to anyone who doesn’t have the faintest idea of her own processes in her own business, that is not someone any client should be engaging with.

The client will be pulling her hair out before the month is out trying to elicit any form of independent thought or critical thinking from the person who is waiting to be told what to do every step of the way.

That’s no help to clients in the least little way.

Figuring it all out or having to tell you how to do everything isn’t a burden clients should need to bear.

That’s YOUR job as an independent administrative expert and business owner: to have your own consultation process that you lead clients through that works to elicit the information YOU need to form a picture of the client and their business, develop a plan of support, and guide, recommend and advise clients on where and how you can help them and the best place to start.

Of course, I should clarify that these articles are always written about “virtual assistants,” not Administrative Consultants.

That’s because people only understand the word “assistant” one way: employee.

So it’s no wonder they are confused.

But this is business — not employment — so they need to be disabused of the notion that they’re running things.

One way you do that is by not calling yourself an assistant in the first place.

They’re the client, not the dictator of how our businesses and processes work. It’s not up to them to tell you how things will proceed.

It’s their place to contact you to inquire whether you might be able to help them, and for you to inform them what the next step is in your process of finding that out and then leading them competently through your systems (as any independent business owner would).

Yet another example of why smart people in the administrative support business do not call themselves assistants. 😉