Leveraging Virtual Assistants(VAs) to Scale a Local Service Business: Tips From Nathan Hirsch

Nathan Hirsch (founder of Outsource School) and I just discussed the techniques for effectively hiring and working with VAs.

The Power of Virtual Assistants in Diverse Workforce Development

Nathan Hirsch emphasizes the great potential of hiring globally. By hiring talented people from different parts of the world, businesses can diversify their workforce and create opportunities for individuals in developing countries. This is true even for industries like plumbing or HVAC, which might not seem at first suited for virtual assistance.

He highlights how useful VAs (Virtual Assistants) can be in many parts of a business. They can help with marketing and answering customer questions. This reduces the amount of routine work, freeing up resources for the main business tasks. As a result, the business can grow, such as by hiring more plumbers or contractors.

What’s especially interesting is how using VAs (Virtual Assistants) can give a business an edge over competitors. While some stick to old ways, using virtual help can make things run smoother and more efficiently. By adopting new technology, businesses can become leaders in their fields.

Nathan’s way of using VAs is new and exciting. He shares examples of VAs doing sales calls and speaking on podcasts for him, showing how skilled they can be. This highlights the many ways VAs can change traditional business methods.

Empowering Virtual Talent: Fair Pay and Flexibility for Virtual Assistants

Unlike regular VA agencies that often take advantage of the difference between what clients pay and what VAs get, Nathan’s model with Outsource School is different. Outsource School doesn’t work like a typical VA agency. Instead, it gives businesses the tools to make their hiring process easier. Nathan emphasized that they stopped being a VA placement agency in 2019 and now focus on offering a strong hiring process that businesses can easily use.

Nathan talked about the marketplace side of their old business, FreeUp. One great thing about FreeUp was its strict process for choosing VAs (Virtual Assistants). They made sure only skilled people joined the platform and quickly removed those who didn’t meet their standards. Also, VAs could set their own rates and pick the projects they wanted to work on, giving them more flexibility than traditional agencies usually offer.

Nathan emphasized that while Outsource School still charges a fee for their services, they operate with a hands-off approach compared to traditional agencies. Instead of micromanaging every VA or freelancer, they step in only when necessary, ensuring a smooth experience for both clients and VAs alike. This approach not only fosters scalability but also promotes a sense of independence and empowerment among VAs, who are already skilled professionals seeking meaningful work opportunities.

Nathan’s Guide to Strategic VA Selection

So, why should entrepreneurs search through many options like Upwork, FreeUp, or other similar platforms to find a good VA? Nathan cuts through the confusion, emphasizing a basic truth: If you want to grow your business beyond just one person, hiring extra help becomes necessary.

Based on his own experiences, Nathan remembered how difficult it was to handle all the tasks alone, especially during busy times like Black Friday and Cyber Monday. The outcome? He felt exhausted and missed opportunities. It was clear to him that his business couldn’t succeed without extra help.

He experimented with various hiring methods, from recruiting unreliable college students to engaging costly professionals who failed to align with his vision. However, it was the discovery of virtual assistants that truly revolutionized his operational framework.

Nathan carefully examined how to hire people, explaining the detailed advantages and disadvantages of each method. Whether you choose to save money by posting a job in a Facebook group or want the security of platforms like Upwork or FreeUp, each option has its own positives and negatives.

He pointed out that when using platforms like Upwork and Fiverr, they don’t give you help if your VA disappears. On the other hand, FreeUp offers coverage for replacement costs, which gives employers some security.

If you’re interested in high-quality services offered by agencies, the appeal of accessing top-level talent and efficient processes can be strong. However, Nathan advises that it’s crucial to carefully check these agencies to make sure they match your business goals and values.

In the end, your choice depends on whether you want to hire directly, use marketplace platforms for convenience, or rely on a trustworthy agency.

Each path has its challenges, but with careful planning and strategic thinking, using virtual support to grow your local service business isn’t just an option—it’s a powerful strategy that can bring significant rewards.

Ensuring There is Accountability: Strategies for Handling Disappearing VAs

“Payment structure is key,” Nathan emphasized as he explained his approach.”We’ve adopted a delayed payment system, mirroring the structure of corporate jobs. This means VAs receive their compensation with a delay, akin to my wife’s corporate payroll cycle. This setup serves as a built-in incentive for accountability—if a VA disappears without notice, they miss their pay. We establish these terms upfront, clearly outlined in the initial email agreement before onboarding.“

Yet, ensuring accountability extends beyond financial incentives. Nathan stressed the importance of collecting comprehensive emergency contact information from VAs, including details of spouses, family members, or close contacts. “Having these backup contacts allows us to swiftly address any unforeseen circumstances or sudden absences,” Nathan explained. “It’s about fostering a sense of responsibility and ensuring lines of communication remain open, even in challenging situations.“

However, Nathan’s main strategy centers around a very detailed process for getting new employees started. He created the ‘Sick Onboarding Method,’ which is a thorough procedure before hiring to make sure everyone knows what to expect and to prevent problems. “Before a VA even starts on day one, we conduct a detailed onboarding session,” Nathan elaborated. “We discuss schedules, address common personal and technical challenges, and outline our communication protocols and cultural values. Crucially, we provide VAs with the opportunity to opt-out if they feel our expectations are misaligned with their capabilities or preferences.“

Moreover, Nathan highlighted the value of leveraging specialized platforms like FreeUp to enhance the hiring process. “Platforms like FreeUp offer an additional layer of security,” he noted. “We make it explicitly clear that any VA who ghosts a client or abruptly quits will face immediate expulsion from the platform. This reinforces a culture of accountability and professionalism, ensuring VAs understand the consequences of their actions.“

However, anticipating problems before they happen is still very important. Nathan outlined his CARE approach to the interview process—Communication, Attitude, Red flags, and Experience. “By scrutinizing a candidate’s job history and identifying the reasons behind any previous departures, we can identify potential red flags,” Nathan explained. “For instance, if a candidate left their previous role due to personal issues, we probe whether similar challenges might resurface.“

Basically, Nathan’s method for hiring and managing VAs is based on careful screening, clear communication, and taking action to prevent problems before they happen. By using these strategies, he has reduced the chances of VAs leaving unexpectedly and built a team of committed professionals who share the same goals as his business.

Key Takeaways

Global Talent Pool Expansion:

• Nathan Hirsch advocates for tapping into global talent pools to diversify the workforce and create opportunities for individuals in developing countries.
• Despite industries like plumbing or HVAC seeming unsuitable initially, VAs can be deployed across various business operations, from marketing to customer service.

Competitive Advantage Through Innovation:

• Integrating VAs into business models can streamline processes and enhance operational efficiency, positioning businesses as leaders in their industries.
• Nathan points out examples of VAs handling sales calls well and representing him on podcasts. This shows how much they can do, even though their full potential hasn’t been used yet.

Equitable Model for Virtual Assistants:

• Outsource School’s model prioritizes fairness and flexibility, contrasting with traditional VA agencies’ exploitative practices.
• VAs on platforms like FreeUp can set their own rates and choose which projects to work on. This helps them feel more independent and empowered.

Strategic VA Selection Process:

• Nathan stresses that hiring more help is necessary as businesses grow. He recommends careful planning when choosing VAs.
• Different hiring avenues, like marketplace platforms or agencies, each come with their pros and cons, requiring thorough vetting.

Accountability Strategies for VAs:

• Nathan implements delayed payment systems and comprehensive onboarding processes to ensure accountability among VAs.
• Platforms like FreeUp reinforce professionalism by expelling VAs who ghost clients, contributing to a culture of accountability.
• Nathan’s CARE approach to interviews (Communication, Attitude, Red flags, and Experience) helps identify potential issues before hiring, minimizing the likelihood of VA disappearances.

Need additional help on how to hire VAs the right way? Check out our VA hiring course.