These last few weeks have been the most fun and productive times in my life. I just got back from a trip over to Hong Kong and Thailand and to share with you what I did, I’ve created a little video right below here that shows one of my most memory events whilst on holidays:
The reason why I show you this event is because when I look back over the time whilst I was away, not once did I check my email or have to worry about what was happening in my business. I literally left my laptop and mobile phone in Australia and I headed overseas and just had FUN! When I came back I was not surprised to only get 32 emails that were from my virtual staff and personal friends. Last time I traveled overseas when my business was not setup with the proper systems, I received easily over 200 emails in that same period of time. What a change it was!
How Did I Setup My Business To Allow Me To Be Stress Free Whilst On Holidays?
The key is outsourcing. I have a business that has core systems in place that allow full-time virtual staff to manage and run the business whether I am working or not. I spend a majority of my time creating video content which is the heart of my business and my members appreciate this. The rest of the work that still needs to be completed, such as customer billing, technical issues and marketing are all outsourced to people I hire from the Philippines. Though, even having full-time virtual staff working for me it is still vital to have proper systems in place. I am going to share with you the top 5 tips on how you can prepare your business to allow you to enjoy a stress free holiday:
Tip #1: Plan Ahead Of Time
Within my business, delivering video content is like running a TV show and if I want to ensure that my viewers receive what they paid for, then I need to follow a schedule. The best way to look at this is if you are writing content for a blog or uploading video to an online channel website, then you need to plan at the beginning and consider what you want to deliver to your market. As the saying goes, “if you fail to plan, you plan to fail”. Before I left for my holiday, I already had created over 8 videos which will be delivered over one and a half months. That way I am already prepared ahead of schedule. The same thing also applies to virtual staff and you will need to discuss with them the necessary work to be completed over the course of the year.
Tip #2: Set Dollar Productive Routine Weekly Tasks
I get asked this question a lot: “What work should I give to my virtual staff?” Firstly, it’s not a tricky question. The simple answer is to look into your business and find out the most dollar productive tasks to give to your virtual staff. It comes back down to the 80 / 20 principle. Basically we want to find 20% of the tasks (dollar productive tasks) that will generate 80% of our income / output. Once you have found these productive tasks, have them set as weekly routine tasks. For example you may find that creating websites targeted in specific niches that generates $50 a day is a task that needs to be completed weekly. Then you will need to create training material and action steps for your virtual staff to complete these tasks weekly, as it will help you generate an additional $50 per day for each website they create. The more websites they create, the more income you earn and the less work you do.
Tip #3: Use A Project Management System
I remember my experience when I hired my first virtual assistant very clearly. It was very easy to communicate with her via email and to send work to her. Though as the business grew and I started hiring another virtual staff and the third and so forth, I started to get headaches just from checking emails. I became frighted to see what would be in my inbox the next day. The reason was because I didn’t know how to manage them and I would literally get 50 – 60 emails a day back from my virtual staff asking lots of questions on how to complete tasks. When I discovered the power of using a project management system my life completely turned around emails dropped dramatically down to 2-3 a day. Furthermore, information such as training material, documents and all related items to the projects were all stored online in one system. If I didn’t make this change early on I would still be under the ground with more work than ever.
The project management system I use and have customised is called Projects2.us. Essentially it is the ActiveCollab system with a few extras that make life easier for my virtual staff.
Tip #4: Use A Ticket Support System
Once you have your virtual staff under control and all the projects are managed within one system and the processes are automated, the next step is to handle customer support. The common method is to setup one email account, for example support [at] yourbusiness.com and have all the emails routed there. Though what happens if emails don’t come through, or staff overlook the emails because they were confused with which email to respond to? Well, you can minimize these problems by using a simple ticketing system which can allocate the customer support queries to the right department or virtual staff. Furthermore, with an assigned ticket number, customer’s queries will never get lost or blocked by spam filters. The customers can easily login to their account and check their query if they wish as well. A free ticketing system that has been very effective in my business is called HESK. Easy to install and use for any business.
If you want a more advanced system, try the Kayako Support Suite, which I also use as well.
Tip #5: Provide Access To Relevant Accounts
If you want to ensure your business runs smoothly, you will need to let go a bit. Many clients have asked me is it safe? how can I trust them? what can I do to not give them access but have them complete the work? All valid questions and the simple answer is to put trust into your virtual staff and ensure there are fail safe mechanisms in place to handle account abuse. All of my programmers have full access to my websites and the reason why I give them this is because I trust them. I give them trust at the beginning because I know they are going to work for me for the long-term. If I am paying them to complete work, then I have already opened my business to them to trust them to get work done. Whilst I was away, access to the server to update information and make changes to websites were important and it would keep the business running smoothly. Therefore it’s important to provide account details for your virtual staff to access whilst being away on holidays and to leave it there. All of the information to usernames and passwords are all stored securely in a encrypted database and therefore I have complete faith that my websites or account details will not be abused.
Time To Prepare For The Next Holiday
The most challenging aspect of any business owner I believe is letting go of control. Control in the aspects of getting work done, knowing what happens with every deal, and running the business. It does take a leap of faith and the mindset to allow this to happen. A question I leave with you is to ask who will complete the work that can free up your time?
Time to plan for the next holiday and remember to mass outsource for a great life!
Tyrone Shum
Traveler And Outsourcing Expert
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Raymond Chua on Mon, 25th Jan 2010 2:40 pm
It’s a great thing to make money and enjoy your holiday at the same time.
Benjamin on Mon, 25th Jan 2010 2:40 pm
Very nice, Tyrone!
I think it may be a while before I’m at this point with my business… but it awesome to know there are straightforward steps to carry me through once I get there.
You mentioned several different software applications. How soon in your growth did you get started with them? Are they important at the outset, or should there be a certain amount of demand before implementing them?
keep smiling,
Ben
Tyrone on Mon, 25th Jan 2010 3:38 pm
Hi Benjamin,
Thanks for your comment and excellent questions! In my opinion if I started from scratch again and hired my first virtual staff, I’d start with a project management system first. It’s definitely worth the investment at the beginning and also it will save you time. Then as your business grows with the amount of customer support you can begin to implement that at a later stage, like maybe around 2-3 months later.
The most important tools you need to run a business with virtual outsourced staff at the beginning are:
- Computer (obviously). My preference is a MacBook Pro
- Fast Internet connection (ADSL2+)
- ActiveCollab or Projects2.us (This is bundled into my mastermind course)
- Google Apps (for email and document sharing)
Have a great day!
Link Money on Mon, 25th Jan 2010 3:43 pm
Your advice on Philippine Islands staff should be followed. In my experience they are the most helpful and willing to learn any type of projects you can give them. Nicer people are not to be found.
Cheryl from thatgirlisfunny on Mon, 25th Jan 2010 4:24 pm
It certainly sounds like you have a handle on things. I admire your willingness to trust the “virtual” people around you to handle things in your absence. Are you saying that you haven’t even met them? Amazing! Good people attract good people. I hope to follow these good examples someday when I’m ready to hire my first virtual assistant. Great advice, Tyrone!
Tyrone on Mon, 25th Jan 2010 4:36 pm
Hi Cheryl,
Thanks for your comment. Trust is something that I believe everyone has and I have been very fortunate to find very loyal and reliable virtual staff. Also I have yet to meet my virtual staff, though I have spoken to them over Skype many times using video, so I know who they look like. I’m glad the advice is helpful.
Talk soon!
Cheryl from thatgirlisfunny on Mon, 25th Jan 2010 4:47 pm
One more thing, how in the world did you get 49,000 followers on twitter? Wait, it’ about to be 49,001 when I click “follow’.
Lance Nelson on Mon, 25th Jan 2010 6:04 pm
Hi Tyronne,
Very good video and nice article.
Your article is so timely for me. I have suddenly got a whole load of admin work to process from ski packages, and it really is not my forte. So outsourcing this is my priority.
and yes you have another follower, but to get som many of them must require some doing.
Lance
Andrew @ Blogging Guide on Mon, 25th Jan 2010 7:42 pm
I’ve dabbled in outsourcing for the past couple of years and it’s certainly worth the effort. I now hire staff from the Philippines and agree they are very easy to work with and keen to please.
One thing I would add is ‘test’. What I mean by that is ‘test’ your outsourcer. Even though they say that can do things, I’ve found sometimes, they can’t or don’t know where to start.
Don’t be afraid to ‘fire’ your outsourcer if they don’t come up to scratch.
Andrew
Antti Kokkonen on Mon, 25th Jan 2010 8:17 pm
Very timely post for me Tyrone. I’m re-reading the 4 hour workweek by Tim Ferriss again (the new edition is out), which has a section about virtual staff email setup and my mind was already “in tune” for doing something about my own email situation, which is getting out of hand.
I was on a sick leave for couple of days just last week, and didn’t have the energy to be online and read emails and I had hundreds of emails after just 2 days. If I get that many on couple of days, you can imagine what it is after vacation! Not all emails I get are business/work related, and I immediately started removing clutter from my mail and I’m now re-working my filters and labels to get thing back on track. However, I liked how you presented the system here, so this post inspired me to start doing even more.
p.s. does you virtual staff handle all your emails, not just “business” mails?
Tyrone on Mon, 25th Jan 2010 8:49 pm
Hi Antti,
Thanks for your comment and I’m very glad this post has provided you further inspiration. I glanced over Tim’s new edition in the book shop the other day and I also noticed a lot of great case studies there as well. So that would be the reason why I would buy it to reread. In relation to personal emails, I don’t get my virtual staff to check them as they usually can wait and most of them are for dinners and catching up on a social basis (my V.A. wouldn’t know what to do if they read them anyway). I have 90% of the customer enquiries go straight to my ticket support system at http://www.asknreply.com, which is where my team answers all questions and helps customers.
Tyrone on Mon, 25th Jan 2010 8:50 pm
Hi Andrew,
Totally agree with you about testing, which is what I teach to people in my mastermind program. There are certain criteria’s that people need to implement when choosing virtual staff.
Phil on Mon, 25th Jan 2010 9:25 pm
Hi Tyrone,
great post and also great video. Looks like an experience you’ll never forget
(although I am not sure if I could do it because of my fear of height).
Regarding your business tips: These are very valuable for me. Although I do blog for fun and not for business (not yet but later that year maybe) it is good to know when to implement things. I already hired some virtual staff for one time projects and it ended up with having more work than before. I wish I would have that information before. And yes, you have a new follower
@Antti a& Tyrone: Heard of this book and decided that I need to buy it. Thanks!
Michelle Vandepas on Tue, 26th Jan 2010 1:01 am
Love that vacation! I’ve always wanted to head to Thailand. what fun!.. I use VA’s for other type of work. Haven’t trusted them with my emails yet. sigh.. maybe I better – I do get over 200 emails a day. What a waste of time! (unless one is from you of course!) Thanks for an inspiring post about your holiday!
Robb Sutton on Tue, 26th Jan 2010 1:58 am
To be honest…outsourcing is one of those things I am really struggling with internally. I know I need to do it to be more productive, efficient and have more free time…but giving up control of certain tasks is not an easy thing for me to do.
I am “that guy” on vacation that is still working…and I need to stop doing that. Inspirational post and tips for getting out of that hole for sure.
Eat Smart Age Smart | Krizia on Tue, 26th Jan 2010 2:03 am
Tyrone,
I can say as one of your students that I’m learning how to let go and manage my virtual staff better.
It’s not perfect, but compared to where I was … this is amazing.
I hired a new writer that will start in Feb2010 for a subdomain and I’ve trained my current writer to give me copy that required little work on my part.
My publishing assistant is wonderful because I no longer have to post on my sites.
I didn’t know of heck.com and will look into that for the launch of my soon to be membership program.
I will buy a laptop soon and big test will be to be in Europe and manage my business at the same time.
Thanks for these incredible tips!
Eat Smart Age Smart | Krizia on Tue, 26th Jan 2010 2:05 am
Cheryl,
I’ve been working with some really incredible virtual assistants as well!
Krizia
Corinne Edwards on Tue, 26th Jan 2010 2:33 am
Dear Tyrone -
Very interesting article. You have really figured it out.
Suggestion -
Now will you write a primer on how to contact these virtual assistants?
Lots of us would like to try it but don’t know how to start.
Give us the steps – kindergarten style.
Eat Smart Age Smart | Krizia on Tue, 26th Jan 2010 2:40 am
Tyrone,
Which package do you have from Kayako Support Suite and what’s the main difference with the free Heck program?
Thanks,
Krizia
Jeff Kay on Tue, 26th Jan 2010 2:51 am
Thanks Tyrone. When I start to get overwhelmed with my website, and everything that goes with it, I often scream, “I need an intern!” And my wife just rolls her eyes, and that’s the end of it.
But after reading your article, I’m starting to think it might be possible. Virtual staff anyway, instead of an intern… And that’s something I’d never seriously considered. Well-done, my friend.
I’m going to sign up for your outsourcing report now…
Thanks again.
Birney Summers on Tue, 26th Jan 2010 2:52 am
Great ideas for setting up a system to cover the work while you are off enjoying life. it is a good idea to work ahead so if any situation comes up you can handle it while your business is taken care of.
Tish King on Tue, 26th Jan 2010 3:10 am
Great information! I like the way you got your systems in place, and that frees you up to do the stuff you like to do and are good at, not to mention be able to go on vacation without stressing about what’s happening while you’re gone.
Joel on Tue, 26th Jan 2010 4:36 am
It’s a great timely reminder to get my VA support system in place. In the past I’ve tried to hire 8 VA’s from the Philippines, and only 3 accepted and they were not up to the standard I expected. They weren’t the cheapest around either, but I struggle to find someone good enough, and who I could trust with the things I need done. A good reminder to get back on the search, thanks Tyrone!
Jan - queenofkaos on Tue, 26th Jan 2010 4:53 am
Very timely for me too as I am just sifting through things to identify my major focus to work on and considering what I could get help with.
I love the 80/20 tip, I will be exploring that and also digging out my 4 Day Work Week book – and reading more of your website!
Darkmans Darkroom on Tue, 26th Jan 2010 4:57 am
I always stress and worry about working on Holiday. This makes total sense and will be implemented by next holiday. thanks for the suggestions and great ideas. I need a REAL vacation….
David Rogers on Tue, 26th Jan 2010 5:09 am
I think the point your made about “letting go a bit” is crucial; the transition from being a one man show to utilizing help from others is a big step (and one I have yet to make!). It also ties in with running a business as a business and seeing it as an entity in itself, rather than a purely personal project.
revizyon on Tue, 26th Jan 2010 5:24 am
I wathed video
This video is finest in outsourcing..
Thanks.
uberVU - social comments on Tue, 26th Jan 2010 7:30 am
Social comments and analytics for this post…
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Keller Hawthorne on Tue, 26th Jan 2010 7:34 am
After 5 years of working for myself, I still haven’t began outsourcing my work. Yes – I’m a control freak and the idea of relying on others to do my work scares me. But, you’ve made it sound so easy. Plus, there are lots of fantastic tools out there to help in the process as you mentioned.
I might need to reconsider this whole thing. I just need to learn to LET GO!
One question – does your staff have access to your customers’ credit card info as well as your own (and PayPal)?
Thanks for the article Tyrone. I’m envious of your stress-free vacation!
Tyrone on Tue, 26th Jan 2010 9:01 am
Hi Krizia,
Great to hear things are working well for you. I look forward to hearing more about how your membership site launch goes. About Hesk, it’s free and a basic system that handles tickets quiet well. Though, the reason why I chose to use Kayako are for it’s additional functions, such as the ability to automatically receive emails and turn them into tickets and other cool functions that Hesk doesn’t have (since it’s free/open source). Also I use Kayako’s Supportsuite: http://www.kayako.com/solutions/supportsuite/ and this includes a livechat function, which I have yet to use though… Will train my virtual staff to use soon.
Thanks.
Tyrone on Tue, 26th Jan 2010 9:03 am
Hi Corinne,
Welcome to my blog and thanks for your comments. I want to let you know that I really enjoy your interview you did with Gideon previously on how to interview. I picked up some really good pointers from that interview.
Answering your question about how to contact these virtual assistants, I have a series of 10 free videos at: http://www.massoutsource.com/. The specific video you want to look at is: http://www.massoutsource.com/video3.html
Thanks.
Tyrone on Tue, 26th Jan 2010 9:04 am
Hi Joel,
It’s persistence and I know they are out there! Good luck with the search
Tyrone on Tue, 26th Jan 2010 9:10 am
Hi Keller,
Thanks for sharing. It’s a common problem for everyone when they run their business and it’s a process that everyone goes through. A matter of making the transition…
In reply to your question, yes my virtual staff do have access to account information which they need to process on my behalf. Otherwise I would be the one having to do it and this is all part of customer service which has been outsourced to them. In my opinion it’s important to allow for this otherwise you will spend countless hours chasing up issues yourself. Let go and give them responsibility is how I look at it.
Cheers!
Bruce on Tue, 26th Jan 2010 11:14 am
I like the idea of outsourcing but have some trepidation about how to find VA’s I trust and how to find out if they are good enough. Did you sort them out by giving them tasks to see how well they would do with them first? How did you find the business you are using or did you use a service like Guru.com?
I am impressed that you kept at the task and did not give in until you got it to work? Where do I find info about your programs that teach these principles?
Lisa on Tue, 26th Jan 2010 11:54 am
Thanks for the great information. I can only hope my website grows enough to need outsourcing. It would be wonderful if I didn’t also have to be the “customer service department,” in addition to my many other jobs. Someday!
I am so happy to have found your blog — what a wealth of great information. I will be visiting often.
Tyrone on Tue, 26th Jan 2010 4:46 pm
Hi Bruce,
Thanks for your comment. I have a coaching program called Mass Outsource Mastermind that teaches you all of this. In the meantime I have 10 Free videos which you can watch and learn to teach you the basic principles of what you have asked about:
http://www.massoutsource.com/
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matbaacilik on Tue, 26th Jan 2010 7:21 pm
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dropjack.com on Tue, 26th Jan 2010 9:02 pm
Top 5 Tips On How To Outsource Your Business Whilst On Holidays : Internet Business Podcasts | Internet Business Profit Resources | Weekly Business Expert Podcasts…
I literally left my laptop and mobile phone in Australia and I headed overseas and just had FUN! When I came back I was not surprised to only get 32 emails that were from my virtual staff and personal friends. Last time I traveled overseas when my busi…
pligg.com on Tue, 26th Jan 2010 9:53 pm
Top 5 Tips On How To Outsource Your Business Whilst On Holidays…
I literally left my laptop and mobile phone in Australia and I headed overseas and just had FUN! When I came back I was not surprised to only get 32 emails that were from my virtual staff and personal friends. Last time I traveled overseas when my busi…
Top 5 Tips On How To Outsource Your Business Whilst On Holidays … | SETUPYOURNEWBUSINESS.COM on Tue, 26th Jan 2010 11:18 pm
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Eat Smart Age Smart | Krizia on Wed, 27th Jan 2010 2:17 am
So you bought a separate domain to set the kayako.heck service on?
Is that it?
So that is a dedicated domain for support questions?
Krizia
Dryer Vent Cleaner on Wed, 27th Jan 2010 2:54 am
Thanks for the valuable info……outsourcing is def. the key to leveraging yourself to be an entrepreneur
used tires on Wed, 27th Jan 2010 3:43 am
Like Lisa, I only hope my business grows big enough to need to outsource.
But the fact it did work for you so well is very encouraging. And your vacation looked like a lot of fun. I must try it out some day too.
Till then,
Jean
Tyrone on Wed, 27th Jan 2010 8:57 am
Thanks Jean.
Let me know if I can help you down the track.
Tyrone on Wed, 27th Jan 2010 8:58 am
Hi Krizia,
Yes that is correct. I have a dedicated domain for support questions. Keeps it all organised, especially if you run two or more blogs.
May on Wed, 27th Jan 2010 2:57 pm
*first comment from me- hehe*
Excellent post sweetheart. Thanks to your outsourcing, we were able to travel and have lots of fun. Can’t wait for our next holiday! Keep up the brilliant work, to work less and gain more.
Jeric on Thu, 28th Jan 2010 3:59 pm
Hey Tyrone,
Looks like you had a lot of fun from your vacation. Everyone deserves some quality time like that.
Tell me when you’re coming to the Philippines. I’ll give you a tour around the best places.
Regards,
Jeric
Tyrone on Thu, 28th Jan 2010 4:19 pm
Thanks Jeric.
Definitely will contact you when I visit there.
flights to pakistan on Tue, 2nd Feb 2010 5:54 am
thailand is the most beautifal place on this planet, phuket can make your jaws drop its that beautifal and thinking about business whilst with all that scenery goin on, i really couldnt care less.
Real Glass cookware on Tue, 2nd Feb 2010 4:32 pm
Nice tips! it’s really a great way to make money at home and enjoy your holidays…..
Briefcases on Wed, 3rd Feb 2010 11:10 am
Tyrone I wish I could be as organized as you. I am still struggling to get my business to the next level where I can afford to outsource more. When I went on vacation I had to bring my laptop with me and I was constantly worrying that something urgent might be waiting in my inbox.
Real Glass cookware on Tue, 9th Feb 2010 11:53 pm
It should be noted however that there are still often some medical charges to be paid, not all countries within this arrangement cover every charge…
Real Glass cookware on Wed, 10th Feb 2010 12:06 am
How does a Virtual Staff and or Assistance company work? what technical system do i need to set up?
boxing bags on Wed, 10th Feb 2010 2:31 am
Thanks for the advice Tyrone – some real food for thought here!
brnckvvtmllthaberi on Thu, 11th Feb 2010 3:04 am
Tyrone I liked the video:) created a nice video did. Thank you.
Revizyon ile Organize on Fri, 19th Feb 2010 12:56 am
A very interesting idea of outsource project to small business firm. Good article and i like it my friend. Thank you.
film izlesene on Mon, 1st Mar 2010 5:20 am
there are a lot of useful information about business. However Tyrone l like video.