4 Mistakes Businesses Make When Choosing an Outsourced Philippines Virtual Assistant
The evolution of technology, particularly in cloud computing and communication platforms like Zoom, has significantly reshaped how businesses operate. With many tasks now easily achievable from anywhere.
With this accessibility business owners now have access to a diverse global talent pool.
However, before diving into outsourcing overseas talent, it’s important to learn from my experiences.
Hi Dee here, as the owner of CQ Mills, I’ve navigated various challenges in outsourcing, from navigating cultural expectations to overseeing day-to-day operations for over 8 years. I’ve also managed to perfect my matchmaking skills. I like to think I now have a knack for ensuring the right fit between clients and virtual assistants.
Whether you’re a multinational corporation or a solo freelancer, managing a Filipino Virtual Assistant requires understanding the unique cultural dynamics. Filipino culture is a fascinating blend of Western and indigenous influences shaped by centuries of Spanish and American colonisation. This rich heritage influences their work ethic and communication style.
Harnessing the potential of a Filipino virtual assistant can be revolutionary for businesses when they are onboarded and managed effectively. This partnership has the potential for long-term productivity and success, making it an invaluable asset for any business.
Running a business already has its challenges finding and managing talent doesn’t need to be one of them.
Let’s look at the intricacies of managing Filipino Virtual Assistants and I’d like to offer you practical advice for success in today’s dynamic business environment.
Addressing Cultural Differences from the Start
Paid Leave and Local Public Holidays
A significant aspect I help clients with is how to manage their Virtual Assistants’ paid annual leave and local public holidays.
In Filipino culture, there may be hesitancy to take paid leave due to concerns about the workload accumulating and therefore declining quality of work during their absence. Filipino Virtual Assistants have access to 15 days of leave every 12 months. However, if overlooked, this can lead to a build-up of annual leave, which is an easy oversight for a busy business owner.
Virtual Assistants through CQ Mills are coached on when the best times are for leave according to your workflow, ensuring that you’re not losing your most important person during peak business times. Additionally, if a VA wishes to take holiday leave, they must submit their request in advance for approval.
For public holidays, the Virtual Assistants align their schedule with your public holidays. If they work during a Filipino public holiday, they are compensated at a higher rate, which I already included in the Virtual Assistant’s monthly cost.
Occasionally, the President of the Philippines may declare national public holidays, typically for election voting purposes, and the Virtual Assistant must observe these days off. You will be informed of these holidays in advance whenever possible.
If a Virtual Assistant falls ill overnight, there is a call-in procedure, and you are promptly notified the following morning, typically before office hours. In the event of consecutive sick days exceeding two, a doctor’s certificate is required.
For illnesses occurring during the workday, Virtual Assistants have access to the Office Nurse, who can conduct assessments as needed.
Understanding and Navigating Family Dynamics
Family plays a central role in Filipino culture.
Understanding the importance placed on familial relationships certainly helps. However, it is also good to recognize the potential for misunderstandings. For instance, while I empathise with personal matters involving immediate family members, I maintain a professional stance regarding extended family involvement.
Each situation is unique, especially in the initial stages of your partnership. With a deep understanding and roots in both cultural contexts, I ensure mutual respect and seamless integration.
Clients can contact me if they feel a boundary may be being pushed.
Fostering Confidence and Collaboration
Another distinctive trait is the Filipino tendency to be reserved and shy. This contrasts with the more assertive nature common among Australians. Filipinos often await cues in social interactions to start tasks. Fortunately, there’s a simple solution. I provide clients with straightforward yet powerful guidance and empowerment practices.
These daily operational instances shed light on only a fraction of the cultural disparities I handled during Virtual Assistant onboarding. These nuanced understandings may seem obvious but are often overlooked. Constant management and consistency bridge cultural divides and creates clarity for all involved. It’s a delicate balance, and I can guide you through these grey areas.
Failing to Provide Growth Opportunities For Virtual Assistants
The Filipino education system instils continuous learning, ingraining it as a lifelong pursuit. This inclination for improvement carries into their professional lives, shaping their approach to work.
Filipino Virtual Assistants are also renowned for their problem-solving abilities. They are often eager to take on more responsibilities and progress to the next level.
Continuous assessment of Filipino professionals’ readiness for advancement needs to be recognised and managed by employers.
You need to address their ambitions and provide pathways for development within the organization. Nurturing their potential and offering advancement avenues retains top talent. If their aspirations aren’t fulfilled, they’ll seek opportunities elsewhere.
Mismanaging Pay Raises for Outsourced Virtual Assistants
Providing and managing pay raises for outsourced Virtual Assistants is equally as important between both cultures.
If not more so in the Filipino culture.
Filipinos will anticipate pay increases following a set period of experience with you and consistent achievement of key performance indicators.
The best way to approach this is to set expectations from the start. When will salaries be reviewed? At 6 months? Every 12 months? Will they be guaranteed or not?
Many Filipinos expect a pay rise after their first 6 months (this is also when they pass their probation period). If it’s not on your agenda to give a pay rise at this mark, say so from the beginning.
If you want to set KPIs that are reviewed at 12 months and are related to a pay rise, ensure the understanding and expectation are there.
On the off occasion, I have seen situations where Fillipino Virtual Assistants are way overpaid for their level of work output. Unlike Australian standards, requesting or anticipating an Australian-level salary would be uncommon.
It does happen but it’s rare. Usually when the business owner has outsourced direct and hasn’t had an experienced sounding board in their corner.
I have a comprehensive understanding of the appropriate compensation levels based on factors such as entry-level, experience and the going market rate.
Any pay rise needs to be sustainable.
When considering pay raises, factors like performance, productivity, innovation, and problem-solving abilities should be evaluated just like you do in Australia.
Through meetings with me, clients gain insights into fair compensation practices for Filipino professionals and easy strategies for implementing incremental raises.
I’ll also guide you through Filipino employment regulations to ensure compliance and fairness in compensation practices.
Neglecting Regular Performance Reviews
CQ Mills regularly facilitates 360-degree reviews between the client, and the Virtual Assistant, complemented by a significant annual review. This approach allows all parties to establish a consistent feedback loop, evaluating progress and areas for improvement effectively.
It also relieves the business owner from the sole responsibility of handling this monumental task. Particularly handy for solopreneurs.
CQ Mills’ role as a neutral third party in these reviews has proved immensely beneficial in another unexpected manner. Virtual Assistants feel more comfortable being honest and can dive deeper into discussions knowing that we understand their culture and history.
This dynamic enables us to have potentially awkward conversations, leading to valuable insights for growth.
Additionally, in instances where clients are unsatisfied with their Virtual Assistant, we facilitate a seamless transition process. We ask clients to give themselves and their Virtual Assistant 3 months to settle in, and if within that period there is a glaring issue, we allow the Virtual Assistant to be let go with a 30-day notice period.
During this time, clients have the option for their Virtual Assistant to complete handovers or handbacks, ensuring a smooth transition.
In my experience so far this is an unlikely and rare scenario.
Mastering the art of managing a Filipino virtual assistant can be a transformative experience for businesses.
By embracing cultural differences, establishing clear communication channels, and nurturing a collaborative relationship, the potential for growth and productivity is boundless.
If you’re ready and curious about how a virtual assistant can help your business, don’t hesitate to reach out.
Contact me today for a free consultation.
