Question 1

Can I support my client with tasks across their different businesses?

Accepted Answer

You can support your client with any tasks they delegate to you, as long as they are tasks that we can help with as a service provider and tasks which are reasonable, legal and that you feel comfortable and suitably skilled to carry out.

Many clients have multiple businesses, but they won't necessarily feel the need to have an account for each individual business.

Ultimately, it is for the client to let you know if they require any adjustments when you work across their different businesses.

However, your client may appreciate your proactivity in asking them if they would like you to differentiate how to log tasks when you track your time, such as using a precursor at the start of the task description to identify each business.

An example of what this could look like is below:

Your client would then be able to export your timesheets from the Portal each month and sort the data alphabetically in order to calculate how much time was logged per company.

Question 2

Should I handle incoming calls on behalf of a client's business?

Accepted Answer

We'd recommend that you suggest a call-answering service such as Moneypenny.

Depending on what's needed, a call-answering service can simply take messages for you and/or the client's business more widely. You can then pick up the messages and return the calls when you are in a position to do so, starting your timer as you would for any other task.

It does of course depend on the scale. For example, if it's one set hour a day where you need to be available to answer anything that pops up, perhaps that's manageable (and would be workable on the portal too) and the calls could be transferred directly to you during that set period, and taken care of by a call-answering service at other times.

What's important is that you don't become the answering service, as that's not what we offer at Virtalent, nor how we'd want you to work!

Alternatively, you may wish to look into a joint voicemail box that you can both access.

It's also important to check that there are no financial implications if you make several outbound calls for your client. Please check your mobile phone plan carefully, for inclusive minutes etc.

We'd recommend reading Making Outbound Calls before discussing with the client, and asking us if you are ever unsure.

Question 3

What services are available via the AssistYou IAP?

Accepted Answer

AssistYou is Virtalent’s Individual Assistance Programme (IAP). It’s a confidential benefit designed to help you deal with personal and professional problems that could be affecting your home life or work life, health and general wellbeing.

Services include:

Comprehensive telephone helplines available 24/7
Formal counselling, in the form of either face-to-face or telephone sessions (as applicable)
Online video counselling and online CBT (as applicable)
Health and wellbeing portal
My Healthy Advantage app
Critical incident support

A full service summary can be found in our one pager here.

There is also an overview of the services here.

Question 4

What data security measures must I follow?

Accepted Answer

We take confidentiality and data security very seriously.

At Virtalent, we promise our clients that all of the work carried out for them by us as a team is 100% confidential and 100% secure. This means that we have a few sensible rules in place to make sure this happens.

Be Careful With Files

We recommend that your client provides you with a cloud user account (e.g. G Suite, Office 365), and you use this account to store any files you are working on for them.
If this is not possible or convenient for the client, you can both make use of the Files tab inside the portal.
Use caution when storing files or documents locally on your computer hard drive (in "My Documents", for example).

Don't Sign Anything Extra

You do not have the authority to sign contracts on Virtalent's behalf or represent the company in any contractual capacity.
You should not sign any legal agreements (e.g. an NDA) which could conflict with your contract with Virtalent or our contract with the client, without first asking us to review the agreement. If your client asks you to sign an NDA, please contact your Client Success Manager for their advice.
Never enter into a legal agreement on behalf of a client. You are working on their behalf, but cannot act as their agent or legal representative.

Keep It Confidential

You are the only person that must be party to any emails, phone calls, documents or other client work. Never share this information with anyone else.
This includes friends and family members. They should not be "helping out" or "taking a look over something" for you. This breaks your contract with Virtalent and the trust that the client has placed in you.
Don't publish any details of work you do for clients without the explicit written permission of the client and Virtalent (e.g. on your own website or social media).

Keep It Secure

You must not share your computer with anyone else, unless your user login is completely separate, password protected and accessible by you only.
You should always set strong passwords, using a mix of letters, numbers and characters.
You must have up-to-date anti-virus software and a firewall active on your computer.
You should make use of password sharing software such as Lastpass or Passpack to share sensitive information (article here).
Do not use your own non-Virtalent email address to correspond with a client, under any circumstances.

Question 5

I have a call with a new client. What should I expect?

Accepted Answer

At Virtalent, we don't believe in assigning new clients to you without you having a say in the matter. Instead, new clients pass through our unique matching process. Before we recommend you to a client, you get to see their brief. This gives you the opportunity to see who the client is, what their business is and the kinds of tasks they may require of you.

You can find a full e-book about this process here.

Before Your Call

A key part of this process is for you to 'meet' the client, giving you both the opportunity to ask each other questions and make sure you 'click'. Calls are always scheduled via Zoom, unless the client prefers another approach.

Remember, it's important to take some time to review the 'brief' we have already created following our initial call with the client, so you understand exactly what their expectations are. This also helps to ensure you have time to cover off any important questions with either our Client Engagement team before the call, or with the client directly.

Please don't think about the call as an 'interview'. You are not a 'candidate' or someone to be 'assessed' by the client; you are an experienced, professional Virtual Assistant looking to provide the client with the support they require. This call is for the client to put a voice to a name and to see if you 'click' together, so they can make their final decision.

Before you make the call, make sure to jot down a few bullet points about the client from the brief and some relevant questions that you could ask to create a fantastic first impression.

Be well-prepared. Take a look at pages 16 in the ebook for a list of example questions you might want to ask they client, or they might well ask you. Be prepared for these kinds of questions before you take the call.

Take 5 minutes to research the client. Take the time to visit the client's website, social media platforms or search for recent news and events to help you understand the business and what they do. It might also be useful to research non-essential software platforms the client uses by finding a video demo for familiarity and confidence before the call, if there is something mentioned in the brief that you don't happen to have direct experience using yet. A few minutes spent doing this ahead of the call could help secure you a client you go on to work with for many years to come. First impressions count!

Pre-call checklist? Take a look at page 19 of the ebook for a handy checklist to tick off before your call.

Check your background surroundings. Take the time, ahead of the call, to put yourself in the shoes of the client by considering what they'll be able to see in the background when speaking with you. The ideal background would be a plain wall, in a clean and tidy office environment that is quiet, clear from clutter and free from any distractions.

Think about how you are dressed too - naturally, a hoodie and jogging bottoms won't convey the right impression. Remember, this is your opportunity to shine and make a great first impression to your potential client and demonstrate that you are a professional who can add value to them and their business.

During The Call

Start with you. Introduce yourself and remind them about the reason for the call.

Be confident! The client may be nervous, as you may well be. Guide the conversation and reassure them that you are the best individual they could hire to support them. Convey your confidence - you've got this!

Take Notes. Whilst you are on the call, make notes so you can ask any questions if needed towards the end of the call. These notes will also be useful as a starting point later when the client has opened an account with us and is ready to start working with you - we don't want to ask the client to repeat everything again.

Ask about them. Get a feel for them and their business and don't be afraid to ask questions or to clarify anything they say that isn't clear. See page 10 and 11 of the ebook for a handy list of useful questions and talking points.

Keep in mind what not to say. Remember, you are not their business coach, nor should you have to answer any Virtalent-specific questions such as anything to do with billing or our terms and conditions. Always refer them back to the person who had they had the consultation with, usually our Client Engagement Manager. Also avoid going into too much personal detail too - stay focused on the client's specific needs and task list, rather than over-explaining your plans for the weekend!

Don't share your contact details yet. Before a client sets up an account with us, you shouldn't be sharing your contact details with them on these calls. Instead ask the client to send anything they need to through to the perosn who set up the call (Client Engagement Manager).

You should not do any work before they sign up. Clients need to set up an account with us before you do any work for them.

After The Call

Let us know how it went. We can then follow up with the client, if you are happy to work with them.

Your time is covered. 1 hour is plenty of time for you and a client to see if you 'click'. This is therefore the maximum time we will reimburse your for - it is up to you if you would prefer to continue speaking beyond this, but we must have a reasonable cap in place. Simply add the time you spent speaking together (up to 1 hour) to your next invoice, indicating the exact length of the call and the name of the client you spoke to.

Question 6

Can you recommend any good bars or restaurants in London?

Accepted Answer

We've gathered this list of recommendations from your messages to us. Have a new suggestion? Please let us know!

Restaurants near Bank / City

Marco Pierre White - Oyster Bar & Grill
Brasserie Blanc
Browns
The Ned
Coq d'Argent
Blacklock Chops (a meaty option!)

Restaurants near London Bridge

Lobos Meat and Tapas (casual)
Hawksmoor Borough (for meat lovers)
Tapas Brindisa London Bridge (casual)
Rabot 1745 (cocoa-based cuisine, unusual)
Restaurant Story (Michelin starred)
Aqua Shard (amazing views)

Restaurants in Shoreditch

These are all trendy places with great food.

Brat
Leroy
Smokestak (BBQ, meaty, street food turned restaurant)
Rochelle Canteen
Gunpowder
Lyle's
Hoi Polloi
Oklava (chic Turkish)
Hawskmoor Spitalfields
St John Bread and Wine
The Clove Club

Restaurants in East London

Jidori (yakitori/ Japanese)
Brawn
Bright
Campania (Italian)
Cornerstone (fish)
Pidgin

Restaurants in Islington / Clerkenwell

The Drapers Arms (classy pub, excellent food)
Restaurant Moro (Spanish institution)
Oldroyd (cosy, small plates)
Trullo (Italian, original big sister of famous Padella)
Restaurants in Soho/ Central London
Quo Vadis Soho
Jikoni (British/ Asian with a twist)
Lurra or Donostia (Basque grill/ tapas opposite each other, high end)
Temper Soho (tacos, cocktails, fun space)
Darjeeling Express (Indian, featured on Netflix' Chef's Table)
Lina Stores (Italian institution)
Bonnie Gull (seafood)
Bob Bob Ricard ('press for Champagne' buttons at tables)
Noble Rot (wine bar and restaurant)
Holborn Dining Room (famous for pies and Wellington Wednesday)
Guinea Grill (high end traditional pub and dining room)
Kiln (Thai style BBQ)
Scott's (glamorous, seafood)
Chiltern Firehouse
Honey & Co (Middle Eastern, cosy, casual)
Texture - (unusual, Icelandic)

Restaurants in West London

Core by Clare Smyth (Michelin starred)
Orasay
The River Cafe (iconic Italian)

Restaurants in South London

Brunswick House (amazing venue, Georgian mansion)

Question 7

Are my calls to Health Assured (AssistYou provider) confidential?

Accepted Answer

One important aspect of our AssistYou programme of support is the Health Assured Helpline. This helpline is run by Health Assured who are a leading healthcare provider, external to Virtalent.

All calls are confidential between the caller and their counsellor or advisor.

Exceptions can occur only if there is serious risk of harm to the caller or others.

In such circumstances, the Health Assured counsellor will always seek guidance before breaching confidentiality.

Analytical usage data may be shared with Virtalent (this is basic information, excluding all identifying factors).