I don’t know what my Support Assistant is doing
Virtual Success Show
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Episode breakdown
Barbara Turley is the founder and CEO of The Virtual Hub. It is an outsourcing firm focusing specifically on support assistants and Barbara runs this firm quite different to the rest of the pack. Barbara is really focused on where she has a different system for recruiting and onboarding and training her support assistants before they are deployed to clients.
Barbara’s approach to running her firm sets her apart from others in the industry, with a unique system for recruiting, onboarding, and training support assistants before deploying them to clients.
- Evolution of assistant training
- Optimizing assistant model
- Realistic role of assistants
- How Barbara effectively sets and handles client expectations when working with assistants
- How having the right operational framework can simplify the process of integrating offshore teams into your business
- The importance of delegating effectively
- Augmenting assistants through the integration of artificial intelligence
You need to create a list of all of the key responsibilities that your VA has, score themselves, and then score them separately based on how you believe they’re doing… then have a robust conversation about the gap.
In this episode
00:00 - Introduction
Barbara and Matt introduce the episode, addressing a common concern among business owners using virtual assistants (VAs): “What is my VA doing?” They note it’s a recurring issue that creates anxiety and distrust, not due to laziness, but often due to lack of communication or unclear direction. The discussion aims to unpack why this happens and how to fix it.
01:36 – “What is my VA working on?”
Matt confirms many clients share the same concern—feeling unsure about their VA’s activities during work hours. Barbara highlights that this uncertainty often leads to distrust. She stresses the importance of VAs being visible and proactive while reminding business owners that it’s their responsibility to manage and guide work properly to avoid confusion or disempowerment.
02:17 – How do I manage my VA?
Managing VAs effectively requires setting clear expectations and acknowledging that 100% productivity isn’t realistic. Matt stresses understanding reasonable deliverables. Delays in communication shouldn’t be seen as slacking. Tools like Asana and Slack improve visibility and project tracking. Barbara emphasizes leadership and frequent check-ins to uncover and address issues like overwhelm, confusion, or bottlenecks.
02:45 – Set clear expectations
Clear deliverables ease concerns about a VA’s productivity. Matt emphasizes setting realistic expectations—just as in an office, VAs aren’t constantly working every minute. Expecting instant responses is unreasonable. Barbara agrees, noting unrealistic assumptions can fuel mistrust. Understanding that breaks and delays are normal helps create a more balanced, respectful, and effective working relationship with virtual team members.
03:57 – Use project management tools
Tools like Asana and Slack offer visibility and structure, essential for managing VAs. Matt stresses their use as non-negotiable for success. Barbara adds that regular team check-ins, like weekly huddles, help uncover issues. These tools and meetings surface delays, confusion, or overwhelm early—enabling leaders to support their VAs, restore clarity, and ensure accountability through transparent workflows and collaboration.
05:50 – Keep communication open
Effective communication is key. Filipino VAs, for example, may avoid asking for help due to cultural compliance. Matt suggests opening meetings with “How can I help?” to encourage honesty. Without structured deliverables or regular dialogue, VAs may either slack off or waste time on unrelated tasks. Communication brings clarity, accountability, and alignment to the team.
06:58 – Set clear deliverables
Lack of clear deliverables often causes misunderstandings about productivity. Without structured project plans, VAs either flounder or overreach. Barbara explains that this leads to business owners believing there’s “no work,” ultimately wasting resources. To avoid this, define exact roles and goals for your VA to ensure their time contributes to your strategic objectives.
08:09 – Build a solid system
Systems and processes reduce confusion and enhance productivity. Matt and Barbara stress that business success depends on creating repeatable, transparent operations. This allows business owners to stay in a leadership role while keeping things moving. Clear systems help identify when things go off-track and simplify handovers, especially after completing major projects or tasks.
10:58 – Have I got the right systems and processes in place?
Feeling disconnected from VA output often stems from poorly implemented systems. Matt shares their Slack “Stand Up” channel strategy, where daily goals are posted, fostering accountability. Barbara agrees this visibility prevents disconnection. Simple, consistent communication and structured systems like Asana ensure that the team stays aligned, productive, and clearly focused.
15:15 – Working within your ‘genius’
Business owners should aim to work within their “genius”—tasks they excel at and that generate value. By offloading operational tasks to VAs and focusing on leadership and growth, owners build a stronger business. Effective delegation requires upfront effort, but over time leads to more freedom, better productivity, and a scalable, resilient structure.
17:08 – Refining your systems and processes
Well-run systems allow entrepreneurs to delegate confidently. Barbara and Matt only record podcast episodes—the VAs handle everything else thanks to a clear, deadline-driven process in Asana. Regular updates and accountability make it easy to track progress. When systems are refined and team members understand their roles, business operations run smoothly and independently.
20:58 – Wrapping things up
Barbara and Matt conclude by encouraging listeners to reflect on whether their systems support clarity and productivity. If you find yourself wondering what your VA is doing, it’s likely a process or leadership gap—not a VA issue. They invite listeners to join their community, ask questions, and share the show to continue learning.
