Gordon Jenkins, aka The Visible Guy, shares with us the results of his global survey and how Support Assistants can market themselves in a way that clearly differentiates them from others
Virtual Success Show
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Episode breakdown
In this episode, special guest, Gordon Jenkins, takes listeners through the results of a global survey he conducted aimed at people who have used, or are using, Support Assistants to get their feedback on exactly what they look for when engaging the services of a Support Assistant…and the results may surprise you! Gordon touches on some of the more stand out results from the survey and explains how Support Assistants and their clients may need to shift their thinking in order to gain more success from the client/Support Assisstant relationship.
- The importance of verbal communication – emails alone are not enough
- Just because an employee is virtual, doesn’t mean they aren’t part of your team
- As a Support Assistant, client perception is your reality – so really understand what your client is looking for
- As a client, be really clear on what your expectations are – so you can set your Support Assistant up for success
Our business has been built out of showing people actually how to integrate and doing them properly.
In this episode
00:00 - Introduction
Barbara opens the episode of the Virtual Success Show with her co-host, Matt Malouf. They briefly catch up about Matt’s week and the success of his book The Stop Doing List. Barbara then introduces their guest, Gordon Jenkins, also known as The Visible Guy, who joins the show to discuss client feedback and a survey he conducted on businesses working with Virtual Assistants.
01:45 – The Visible Guy…Gordon Jenkins
Gordon explains that The Visible Guy helps people and organisations showcase themselves to their marketplace—whether local or global—by highlighting their clear differentiators rather than just uniqueness. Barbara notes that at the Virtual Assistant Association Conference in Australia, Gordon applied this approach by developing his talk for support assistants based on feedback from their clients, starting with a survey that Barbara also took part in.
02:59 – Surveying clients of support assistants to find out what they really want
Gordon explains that The Visible Guy focuses on client perception, since it shapes reputation and influence. To explore this in the support assistant space, he conducted a global survey of clients who use or have used Virtual Assistants. Key findings included: most clients prefer email for communication (77%), many favor being charged on a retainer rather than hourly (which could benefit support assistants financially), and clients were generally likely to recommend their support assistants (average score 8/10). Interestingly, some rated their support assistant only 2 or 3 out of 10, yet still showed willingness to recommend. The most powerful insight, however, was the top client question: “How do I integrate my Support Assistant into my business?” — a need that many support assistants overlook when presenting themselves.
06:40 – Stand out results from the survey
Barbara points out three major insights from the survey. She explains that many clients still prefer to use email as their main form of communication, but this often creates challenges and breakdowns in the support assistant–client relationship. She also stresses the critical issue of integration, where clients don’t know how to integrate support assistants into their business and expect the support assistant to solve it, yet many support assistants don’t know how either. These gaps, she says, are a big reason why success rates between support assistants and clients remain low, despite strong potential on both sides.
08:06 – The importance of verbal communication
Matt emphasizes that treating communication with a Support Assistant as purely email-based is a recipe for failure. He explains that just as in an office environment, quick conversations and regular check-ins are far more effective than infrequent emails. Gordon adds that poor results often reflect the client’s lack of integration and management rather than the support assistant’s performance. He stresses that support assistants, like any staff—whether part-time, contractors, or volunteers—should be treated as part of the team from day one. Barbara supports this, noting that inclusion is key, even for short-term workers. They also discuss how larger organizations and global teams rely on consistent, real-time communication through calls and huddles, showing that effective virtual teamwork isn’t new—it’s simply how good business is done.
13:51 – Just because your support assistant is virtual, doesn’t mean they aren’t part of your team
Gordon stresses that support assistants shouldn’t be seen as outsiders — they are team members bringing skills that the business may not already have. Barbara adds that in fast-paced environments like trading floors, email is far too slow and unreliable, so tools like Slack, Dropbox, and project management platforms are better for keeping communication clear. Gordon also points out that many support assistants try to differentiate themselves mainly on price, but clients should focus on skills, creativity, values, and integration — just as they would when hiring in-office staff. Matt agrees, clarifying that while email has its place, it should never be the primary communication method since it’s inefficient and often misinterpreted. Gordon further highlights that support assistants can add value by tapping into their own networks, opening doors to opportunities for their client’s business.
16:26 – Email shouldn’t be your only form of communication with your support assistant
Matt emphasizes that while email has its place, relying on it as the main form of communication with support assistants is ineffective and impersonal. Emails can easily lose tone, create misunderstandings, and become inefficient over time. Gordon adds that support assistants should be treated as true team members, fully included in business discussions, because they often bring valuable networks and connections that can open unexpected opportunities. Both highlight that success comes from integration and real collaboration, not just transactional communication.
18:15 – Top 3 tips to gain success as a client or support assistant
Gordon shares three key tips for success in the support assistant space. First, client perception shapes reality—so both support assistants and clients should focus on clear differentiation and ask, “How do I integrate into your business?” Second, clients must hire based on their specific needs, not just referrals, ensuring the right support assistant with the right skillset. Third, support assistants shouldn’t work in isolation; they’re skilled professionals who should be treated like part of the team. He stresses that support assistants shouldn’t try to do everything alone, avoid excuses, and stay proactive—because the demand for support assistants is massive, but success depends on integration and visibility.
20:50 – As the client, be clear on what your expectations are of your support assistant
Matt highlights that clients must clearly define expectations and communicate what success looks like to set support assistants up for success. Gordon adds that visibility and differentiation are key—support assistants should focus on thought leadership, sharing expertise, and positioning themselves beyond the generic “support assistant” label. Networking isn’t just about showing up, but about how you add value and integrate into the business. He emphasizes that clients should treat support assistants like real team members to maximize results, while Barbara notes that building a successful support assistant business requires the right formula—like mixing ingredients into a MasterChef recipe.
25:31 – Wrapping things up
Matt closes the show by thanking Gordon for his insights and reminding listeners to download the shared resources from the website, share the podcast, leave reviews, and suggest future topics. The episode ends with thanks from Gordon and Barbara, and Matt wishing everyone a great week until the next show.
