Join us as we explore ten critical aspects to building a productive, engaged and invested team of remote support people, based on what we have learned in the online-working world!
Building – and yes, it will require building - an exceptional remote team, regardless of your industry, may seem daunting. However, with an awareness of the critical steps to identifying more than just the talent you think you need, virtual assistants, freelancers, remote staff and contractors can become the lifeblood of your organisation.
That has certainly been part of our journey!
For us, our VAs and specialist contractors have become the heroes of Ruka. Conversely to how traditional business may view ‘outside’ support, they are ‘us’!
Right from our beginnings, we chose to structure the internal operations of the company such that our clients would be guaranteed a “single point-of-contact.” In fact, this was also designed to protect our body of ‘vital components’.
Our team of remote ‘workers’ are what define our success – the inspiration, exceptional skill and camaraderie are what make Ruka a fantastic place to ‘call home.’
We would love to help make that the norm for you, as it is for our clients!
While every team is unique, there are universal strategies to boost how your remote support ‘squad’ function, communicate, grow and bond.
Let's explore these ten empowering steps tailored for your working with virtual assistants and/or remote freelancers, staff or contractors. For the sake of this article, we’ll stick to VAs!
1. Strategic Goal Alignment
Regardless of what capacity your virtual assistants integrate into your organisation, we believe it is absolutely vital that they understand how their tasks – no matter how small - align with your overarching business objectives.
Unifying their focus on revenue generation, backed by insight into your vision and brand ‘vibe’, is key.
2. Effective Communication
It goes without too-much-saying, that in a remote work environment, effective communication is what will make or break your team.
Keep it open, transparent, and regular, making sure everyone feels connected and informed. Importantly, notice, record and act on any attitudes exhibited during 1-to-1s or team meetings.
Sensitivity is your first call. Whether you manage your staff directly or have a manager that does, it is vital that you begin an inquiry into the reason behind someone’s lack of engagement or snappy response may be deeper than you think, or completely unrelated to work.
3. Adaptability and Resilience
Obviously, remote work comes with its own set of challenges and from the start, you want to alleviate activities, information and conversations, slipping through the ethernet cracks!
With consultation, if necessary, equip your virtual assistants with the software to integrate and adapt swiftly. While security should always be considered, hampering your remote team’s ability to ‘get the job done’ by not giving them sufficient access to what they require, is guaranteed to cause delays (and potentially, frustration).
Keep up with changes in what your business growth and activity demands - whether it's new systems, market trends, client expectations, learning - listen to what your team are telling you.
4. Data-Driven Decision-Making
On a par with excellent comms, in our view, data is your guide.
Encourage your virtual assistants to use data to inform how they will support you to apply adjustments gleaned necessary from what the stats are telling you! Equally, keep them informed! For both morale and progression, share with your team just how their efforts impact on your bottom line.
5. Professional Growth
Your virtual assistants and broader staff should become even more invaluable as they expand their skills and knowledge.
Especially if you are their sole contractor or client, it is important to encourage them, individually and corporately, to stay current with industry trends and invest in their professional development. Be sure to celebrate new accreditations made known to you.
6. Fostering Diversity
Embrace diversity within your remote team. ‘Diversity’ encompasses a variety of factors:
· Race
· Culture
· Family background
· Wealth
· Age
· Sex
· Education
· Interests, etc, etc.
It is very easy to stick with a comfort zone when it comes to the people we draw into our businesses – just look at the influx of ‘women’s entrepreneurial groups’ or simply the phrase ‘boy’s club’.
However, while it may be awkward at first, truly embracing different aspects, backgrounds and perspectives will certainly expand your organisation’s reach and can often lead to innovative solutions in solving your clients' challenges.
7. Feedback-Friendly Culture
While akin to the communications point, establishing an environment where constructive feedback flows freely.
This is a habit that requires a structure be instilled in how it is done.
It is your responsibility as the ‘tone-setters’ of the business to learn how to give and take feedback in a constructive and developmental manner. We advise individual, corporate and managerial feedback-gathering exercises and, whilst anonymous is ‘easier’ encouraging open discussion over sensitive issues, will be more beneficial in the long run, within reason.
Remember, it is your example of how and what is discussed that will decide how your team learns and grows and becomes a fundamental aspect of your company’s culture and approach to customer service!
8. Clear Role Definitions
Ensure your virtual assistants and remote team have a clear understanding of their roles and responsibilities.
Defined roles make teamwork more efficient, especially in a remote setting. Allow for staff to expand their areas of support or to point out that a task falls outside of their remit or contract.
Any changes should be recorded and agreed to by both parties, in writing. If a freelancer or contracted remote support person expresses an inability to take on an activity, it is important to note this from a developmental/factual, rather than emotional, viewpoint.
9. Celebrating Success
Something we have had to learn within Ruka Business Support, is how to acknowledge and celebrate both small and large achievements.
It is important to note, that whether a person does or does not automatically ‘see the positives’ is both learned and part of our in-built personality traits.
While that does not determine whether they should or should not participate, it means that similarly to a culture of feedback, sharing and celebrating ‘wins’ will need to be built into team times and be structured around methods that work for everyone in your team, e.g. going ‘round the room’ or submitting written examples ahead of time.
Regardless, this is a crucial practice. Once again like establishing the sharing of feedback,
highlighting every person’s value and contributions will define not only your team dynamic but absolutely determine how they interact, recognise and celebrate clients and their needs and successes.
10. Collaborative Technology
Significantly – if it isn’t working, find a better way.
Determining what software your organisation employs for videoconferencing, storage, daily communication, emails, CRM, etc. should not be based on how much the subscriptions cost.
Investing in the right tools to facilitate smooth workflows and foster collaboration among your virtual assistants and in-house people will diffuse and avoid unnecessary frustration.
Don’t be afraid to ask peers and your remote consultants for advice on what may work better. Being willing to research efficient, robust, long-term systems will stand in good stead for your organisation and to how they view you as a progressive leader.
Efficiency in remote support processes is a key factor to your what your success will look like and may determine broader collaborations as software organisations celebrate corporate partnerships on an increasing basis.
Clearly, there are always many more dynamics to establish in any growing company. However, we believe these are the fundamental dynamics that affect the trajectory of not only your broader team, but, if established within your leadership team first, will decide a good deal of your future success.
Lastly, be prepared to learn. Flexibility is key to moving into a remote working environment, and this is often a sharp learning curve. Be patient and tolerant – not only with your support team, but also with yourself!
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