Episode breakdown
Today’s guest runs a company called The Virtual Hub, outsourcing simplified. Here’s why outsourcing needs to be simplified. Like many of the people who I’ve interviewed, I read “The 4-hour Workweek” where Tim Ferriss talks about how to hire outsourcers. And he makes it sound like such a revolutionary concept that I had to go and use one of the companies he mentioned.
And, man, it was frustrating. It was so frustrating. They didn’t get anything done. Well, today’s guest had the same problem and said, “I’m going to make it really easy for the person who’s hiring an outsourcer to get a support assistant who knows their work.” I invited her here to talk about how she did it. If you’re in the people business, you’re going to want to learn how she did it. If you’re selling entrepreneurs and you’re going to want to know how she did it.
- How Barbara started getting Support Assistants from business coaching for her clients
- How Barbara found the business in finding the problem that people will pay to solve the problem today, not in the future
- Recurring tasks list (daily, weekly, monthly) vs Projects list
- Why Barbara chose The Philippines for her business
- Training and coaching support assistants on how to engage with clients especially with idea sharing
- How Barbara successfully hired support assistants
- Create steps or processes for a specific task on how to do it
- The recruitment, training, management, and difference of The Virtual Hub to other agencies
- Giving constructive feedback to solve problems
- Firing people and building teams
- Client onboarding process
- Metric for Support Assistants
I just took a business that I didn’t think was working particularly well in other places and I have evolved it to what the market really is asking for.
In this episode
00:00 - Introduction & Outsourcing Frustrations
Andrew opens the episode by recounting his early struggles with outsourcing and support assistants. He describes the confusion and inefficiencies he faced, setting up the conversation with Barbara Turley to explore how these common pain points can be addressed.
03:12 - Revenue & Business Evolution
Barbara shares that her company has reached seven figures in annual revenue. Instead of simply enjoying the profits, she reinvested in infrastructure, including building offices in the Philippines to support her growing team and ensure operational excellence.
04:50 - From Stockbroker to Entrepreneur
Barbara reflects on her journey from a successful finance career in Dublin to seeking freedom in Australia. Her move into investment banking in Sydney was strategic, ultimately leading her to entrepreneurship and the founding of The Virtual Hub.
09:03 - Pivot to Coaching & Support Assistant Services
After leaving corporate life, Barbara began consulting and quickly noticed that entrepreneurs were overwhelmed and lacked systems. This realization led her to build a business around support assistants to help solve those operational challenges.
10:28 - Solving Layered Problems in Outsourcing
Barbara explains that outsourcing issues often stem from poor delegation, vague instructions, and mismatched expectations—not just the assistant’s performance. Her solution was to train both clients and support assistants to ensure mutual understanding and success.
12:55 - Delegation Techniques & Task Structuring
She emphasizes the importance of distinguishing between recurring and project-based tasks. Barbara advocates for clear, step-by-step instructions and structured communication to make delegation more effective and less frustrating.
16:37 - Productizing People & Specialization
Rather than offering broad support assistant services, Barbara narrowed her focus to digital marketing support. By productizing her team’s skills, she created a scalable model that delivers consistent, high-quality results.
21:28 - Cultural Challenges & Communication Barriers
She addresses the “yes culture” often found in Filipino teams, where support assistants may hesitate to speak up. Barbara combats this with coaching that builds confidence and encourages proactive communication and idea-sharing, fostering a healthier team dynamic.
23:36 - Webinar Success & Early Growth
A single webinar on hiring support assistants led to ten immediate signups, validating Barbara’s business idea. She built her initial team through personal networks and beta testing, laying the foundation for what would become a thriving company.
33:16 - Organic Marketing & Partnerships
Barbara grew her brand through Facebook groups, referrals, and podcast appearances. Business coaches became key partners, often referring clients after seeing the impact of her services firsthand.
34:27 - Support Assistant Training & Metrics
Her support assistants undergo 3–6 weeks of training to assess both character and capability. Performance metrics and feedback loops help identify strengths and areas for improvement, ensuring quality and consistency across the team.
37:07 - Learning to Fire & Leadership Growth
Initially hesitant to fire underperformers, Barbara learned to rely on structure and metrics. This shift helped her grow as a leader and build a more accountable, high-performing organization.
41:06 - Software & Systems for Delegation
Barbara shares her favorite tools—Asana, ActiveCampaign, and Zoho People—for managing tasks and teams. She stresses the importance of simplicity and clarity in systems to support effective delegation and team coordination.
50:10 - Scaling Through Specialization
Barbara focuses on platforms like HubSpot and ActiveCampaign, steering clear of scattered services like bookkeeping. This specialization allows her team to deliver deeper value in fewer, more strategic areas.
55:04 - Ideal Clients & Minimum Commitments
She avoids working with “wishful entrepreneurs” who lack commitment. By instituting a 20-hour/week minimum, Barbara ensures her clients are serious, focused, and ready to scale with virtual support.
1:04:15 - Metrics & Performance Reviews
She encourages regular self-evaluation and leadership oversight. Tools like JotForm and ActiveCampaign help track progress and maintain accountability, supporting both individual growth and team performance.
