After 10 years of higher level administrative experience I thought that I would have a handle on how to manage working virtually.
I was right and I was wrong!
I want to specifically talk about the beginning. When you’ve signed on to work with a client and you’re all excited and assumptions are made about what will happen moving forward.
I am working primarily with my clients virtually, but do stop in from time to time to their place of business to touch base and make sure that we’re on the same page.
Have you ever heard of the phrase, “Managing your manager/supervisor?” If you have, then you understand that managing freelance clients requires similar skills. Your client may assume certain things about what you can do for them, how you will do it, and the amount of time that it will take for you to learn everything.
Setting up protocols will be one of the most important task that you will undertake to insure long-term freelancing success.
Protocol #1
Assume Nothing
It is very easy to assume that your client has everything together. Don’t assume that. They are busy, probably stressed, and juggling a lot of different responsibilities. This could be their first time working with someone virtually, or working with someone else in general. There may be feelings of lost of control, nervousness (their business is their baby). And, is this help even worth the money? You can drive the situation and control the process by following Protocol #2.
Protocol #2-Create a Form With
All The Questions You Think You Should Ask!
On this form you need to ask about the following:
- Expectations-What do they expect in terms of your performance and how long it will talke you to learn the different tasks that they would like for you to learn.
- Work Style-Would they characterize themselves as wanting things done “yesterday” or are they comfortable with creating an editorial calendar and working from that? Do they prefer to work without a calendar and create in the moment? (this one is tricky) I was dealing with a client who was very resistant to all of those protocols that I really wanted to put into place. We were never on the same page because of this and drove each other crazy. It was just too stressful and no, we aren’t working together anymore and it’s a good thing.
- Training-Ask what their training style is. I was a supervisor for 10 years and trained around around 4-5 people a year. I was comfortable with taking time to make sure that my colleagues really understood how to manage tasks well. Virtual clients may be under a lot of stress and expect virtual help to learn everything a lot more quickly than is possible. Ask about how they would deal with a scenario where the v.a. is learning all of the tasks quickly but one. It takes time to learn other people’s work styles so it’s important to ask this question.
- Feedback-You will need to get feedback on the work you’re doing. Will they send your written feedback, meet on Skype? Or, if you’re in the same town meet in person? Without feedback you won’t know if you’re doing what your client would like you to do.
- Do They Have A Task Framework-If you’re producing a newsletter, does the client have a sheet that details how to do whatever tasks you’re supposed to do. If they don’t offer to create those protocols as part of your services.
- Invoicing and Payment Policies-What is their process for invoicing and payments? Do they pay via Chase Pay/Paypal/or Checks?
- Checks-Where will they send your check? I didn’t know where my checks were going with that client. I have 2 addresses-a P.O. Box and my street address. It was so confusing. And my fault. I should have asked about this in the beginning.
- Work Hours-How does your client want you to show when you worked?
Protocol #3
Don’t Take Over Anything If You’re Not Ready
This one is huge and takes some humility. Don’t take over any task if you’re not 90% confident that you can do it pretty freaking well. Ask your client how they will deal with coaching you on your mistakes when you make them. Because you will make mistakes! We aren’t perfect and mistakes will happen. Especially if there isn’t a task form that spells out how to execute different tasks. You will have to create that form as you learn in the event that happens.
Ask questions such as: What font size are you using, what’s the color # of the text, when will you give me information to do the newsletter, how many words would you like in a post? Would you like a draft of written copy before it’s published? How long will it take for you to return the draft? So that you know when you can work on whatever project you’re dealing with.
Protocol #4
Work With People and Industries That You Respect
Make sure that you respect the organization and people that you’re working with. I wrote a post about why I won’t work in the Cannabis Industry. I don’t smoke and it’s not a field that I want to be involved in. Don’t compromise your ethical standing to make money. You will find it easy to do again, and again after the first compromise. Because I am working with people and industries that I respect it’s much easier to enjoy what I’m doing.
Protocol #5
You Need A Schedule
I’m not saying that you have to be super rigid. But, if you’re working for yourself, running your own websites, and want to exercise and see friends-you’ll need to have a flexible framework for how you would like your day to run (am I talking about myself?) I actually have been working on a schedule , but, I’ve made the slightly painful decision that I need to wake up about an hour earlier.
I have mentioned on more than one occasion that I’m not…a morning person. I’m not evil, but I really don’t like to engage with people until around 10:00 a.m. Waking up earlier helps me to become mentally alert faster and also gives me time to do what I need to do for me. Like straighten the house, go over notes for the day, or catch up on tasks that haven’t been completed.
Protocol #6
Communication Is Key
Work with your client on the best way to communicate concerns, questions, or new assignments. What is the follow up process? Most people are pretty open to suggestions, but you may need to pay attention to what seems to work (or doesn’t). Do they prefer to be contacted in the morning/mid-afternoon/or via email. Would they like to hear from you once a week with a round-down? Ask those questions.
I hope this post gave some guidance and some food for thought! By the way, I didn’t mention money because that’s another post for another time.
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I got bit early on in freelancing but not being clear about payment terms and schedule. I’m glad to see invoicing on your list, as well as a reminder to not compromise yourself. It can seem overwhelming to start freelancing – so many opportunities to make a dollar. There’s no need to sell your soul, though.
Just go through your list and ask questions-then use a contract. I am working with businesses and DID have one gig go belly up…but, it was a good thing. When you get burned you learn what NOT to do 🙂
I am not freelancing in the blogging world just yet – but love this list! I’m a big fan of #6. An old boss once told me that if you want something, you have to ask for it! It’s true – you have to be open and communicate! Great tips!
I learned the hard way on all of these tips 🙂
Really great list! Communication and setting expectations are key!
I think that we “think” we’re being clear…when we’re not! So, writing things down and being nicely blunt is the way to go.
Thanks Michelle… I’m still working toward freelancing so these tips are great.
Glad these helped!
Great tips! And you mentioned a lot of things that aren’t initially considered when you start freelancing. Sticking to a schedule has been most important for me and understanding my role and each client’s expectations for me. I’ve always been a morning person so I don’t mind getting up early when it’s quieter, to get most of my work done. Some people work better at night though and can get most of their tasks done from 7pm to midnight. That’s just not me.
I tend to be a night person, but I want to do other things at night…like date! Or go to Happy Hour. I was basically on a schedule but now I’m waking up earlier to get more done! I created this list after getting burned out of the blue and really realizing that it was my fault for not asking enough questions in the beginning.
I think the most difficult thing for me to hold myself to if I were a freelancer would be having a set schedule. On my free days when I know I should get some work done I really struggle with that! These are great tips!
There is so much to focus on and I’m finding that staying focused is key. I just use what I did before higher education-with some tweaks. LOL!