Jake Munday was experiencing a struggle known all too well by busy entrepreneurs. He needed a team that took initiative to manage themselves so he could focus on building his business. Luckily, Jake found Rachel, an experienced virtual assistant who was comfortable taking the reigns on her tasks and was dedicated to helping Jake clear his own plate. Read more about Jake and Rachel's journey, and why Jake believes hiring a virtual assistant became a huge blessing for his business!
What were you struggling with in your business that led you to begin working with a virtual assistant?
We had a huge growth at the beginning of the year and we were struggling to keep up with orders and managing customer enquiries while running the business. We needed someone to help us with live chat on our website and a VA with great sales/customer service and live chat experience was recommended to us and we instantly engaged her.
Tell us a little bit about what you have delegated and how you work together?
Our VA, Rachel, started out working with us on our live chat, but soon showed her willingness to help in other areas of the business and her great skills with managing our customers’ expectations. We have since increased her role to be Customer Service Manager – she manages all aspects of the customer experience for Pearly Whites customers worldwide. She responds to customer emails, sales enquiries, wholesaling enquiries and managing stock levels. She also keeps an eye on our social media. She has also recently started helping us out with some PR/marketing for Pearly Whites which has seen great results.
Rachel, works from home and we keep in contact through text messages, phone calls and emails. We also use Trello for projects and to keep an eye on deadlines.
How has working with a virtual assistant supported your business, and you personally?
We find working with a VA amazing. Without customers, we have no business and Rachel, does an amazing job of keeping our customers happy and managing their expectations – we pride ourselves on amazing customer service.
Having Rachel manage the customer experience as well as new roles in helping with wholesaling and helping our SEO team with marketing and PR has freed me to concentrate on growing the business, sourcing new lines of products and growing the brand as a whole. I know Rachel is handling things effectively and she keeps me up-to-date on the issues I need to be aware of.
Personally, using a VA has been a huge blessing. The time saved, the flexibility and knowing that I have a trustworthy, reliable virtual assistant managing customer expectations is amazing. The other huge benefit, both for me personally and for the company, is the saving of time and money in having Rachel essentially manage herself, I save money on payroll, office space and other employee expenses.
What differences have you noticed in your business since you began working with a virtual assistant?
I have more time to focus on the business. My customers have an exceptional experience and love dealing with Rachel – she has even been mentioned in reviews from happy customers. I love the flexibility of having a VA as well as saving money and not having the hassle of managing an employee.
I would say what I love most is that Rachel is dedicated to supporting us and helping us to grow our business. She is loyal, committed and sees it as her role to help us grow the business – making suggestions, managing expectations and taking initiative.
What advice would you give to other entrepreneurs seeking virtual assistants?
Save yourself time, money and hassle and get a VA. Having a VA has shown me that I don’t need to have staff sitting beside me, a VA can manage their own time, their own expectations and their workload. Before having a VA I thought I needed staff to be sitting with me to work effectively, now even my personal assistant is virtual and I love it.
Don’t think twice about it, find an amazing VA and hand over the tasks you either don’t love doing or don’t have the time to do and see how much time you’ll save. Free yourself to work on your business rather than in your business with a VA.
Want to learn more about Jake and his business? Visit their website!
Looking to hire your own virtual assistant? Start here!
Jake Munday is Managing Director of Pearly Whites – Australia’s number one choice for in-home teeth whitening. A serial entrepreneur, Jake owns and manages seven successful businesses, including Pearly Whites. Jake’s specialty is social media marketing and he has been responsible for seeing Pearly Whites sales rise more than 10,000% since joining the company just over 12 months ago. Connect with Jake and his business via Facebook!
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