If a prospective client needs to be convinced about using online transaction coordination, VA Carolyn Nelson of Charlotte, North Carolina simply shows them how it works. Here’s her story of how working virtually with real estate professionals has built a thriving business.

MI: Hi Carolyn. Given that you have an extensive background in administrative assistance – could you tell us briefly how you made the move from local office assistance to virtual office assistance?

CN: Hi Mr. Internet! The move from traditional administrative assistance to virtual administrative assistance was a very smooth transition for my company. While working in a traditional setting, I was involved in providing basic onsite services to friends that were Realtors. When I first started my business in the late 80s, the internet was not as popular as it is today. The business relationship with my first client, which was local, included spending several hours every week onsite performing basic tasks such as filing, copying, creating brochures, and putting together presentation documents. With the tremendous improvements in technology, those services were transitioned to virtual services because each task can be completed successfully and transferred using secure file sharing programs over the internet. That was a huge plus for my business and the client.

MI: It’s pretty easy to see the advantages for a VA in working out of her home. But what are the primary benefits for the agent with this type of arrangement?

CN: There are many advantages for the broker and/or agent that utilize the services of a Virtual Administrative Assistant such as the cost of software, training, liability insurance costs and the extra operational costs. A large number of agents work from home and having an assistant that comes to the home office is very expensive even if the assistant works part-time because the agent still has to make sure that preventive safety measures are in place. Lastly, the agent or broker that hires a Virtual Administrative Assistant is assured that qualified, experienced and trained individuals will deliver professional services that will save the agent time and money.

MI: What certifications do you feel are most important to your work as a VA, and what value do these bring to your real estate clients?

CN: My Bachelor of Science in Business Management has been a great asset to me because my core courses outlined and helped me defined how important it is to have the knowledge needed to start-up and operate a successful business. In addition, it is very important to know and understand the industry in which I have engaged as my target market. For my real estate assistant business, I capitalized on the opportunities that would bring value to my current knowledge base, my business and my clients. This included auditing the licensed real estate sales class because I wanted to know and understand the terms, code of ethics, policies and procedures used in the real estate industry. I also received my certificate as a real estate assistant from the local community college and received my CRESS certification through the IVAA.

To further increase my knowledge of the industry, I spend several hours every week researching the NAR website for new information, read many articles written by experts in the real estate industry, participate in various online networking groups and maintain positive communication with my clients, as they are a great source for information.

MI: Your business covers a broad spectrum of services, but you seem to concentrate on real estate support services. What percentage of your business is with real estate clients, and is there a reason you focus in this area?

CN: Overall, 85% of my business is conducted within the real estate industry. This is a huge increase when compared to four years ago, when those services only comprised 10 – 15%. I enjoy working in the real estate industry because of the challenges it brings and being able to relinquish an agent from the task of monitoring all of the closing activities and busy work. I enjoy the business relationship that are developed with each new client as well as being a catalyst in the growth and success of another business.

MI: Tell us more about online transaction coordination and how it’s possible to make this work when your office is clear across the country from your clients.

CN: As I was looking for additional services to offer my clients, I took the Agent Office, Settlement Room and g3 Direct transaction management training through various training programs to compliment the services I was already providing. I worked to sell this approach to a prospective client by offering a free transaction so the agent could see how it all worked. After all, seeing is believing! I invited buyer’s agents, the closing attorney, title company representative, lender and other parties to the process. Everyone was provided access to documents, which bypass issues of poor fax quality, misplaced documents, phone tags, and time-consuming methods of delivery.

The client can quickly see the advantages to an online transaction. I also train the agents how to send emails through the program, post messages, upload documents, edit information, and the importance and ease of having all documents and contact information readily available around the clock. Communication takes place 24 hours a day, 7 days a week; all parties to the transaction can be online as it fits their own schedules, which gives real freedom to everyone and removes the obstacles that are found in the traditional 8 – 5 office setting.

MI: For agents who want to know more about how this works, your website offers resources and even a “New Transaction” form so they can see how the process begins.

CN: My website offers a wealth of information for agents that would like to get started and as much information as possible is gathered through our “Ready to Start” link regarding the current process being used in the office through free consultation. This information provides us the basic knowledge of current practices and what the agent would like to achieve. Then, a phone or internet conference is held to further discuss and brainstorm the needs of the prospective Realtor client and begin a cohesive business relationship.

I find it is imperative to participate in active listening at this point because setting goals, objectives and remaining focus is important. To ensure that the transaction management program will meet the needs of the prospective client, the agent receives a free transaction as well as free training. The goal is to utilize software programs that are user-friendly, communication methods and systems that will give positive results, and file sharing methods that are secure, and become an asset to the client

MI: From your connection with VA organizations it’s obvious you are very involved in the VA industry. Where do you see the industry moving in the next few years?

CN: There will be a tremendous growth of awareness regarding the virtual assistant industry. VAs are constantly seeking ways to improve their skills through training, networking, marketing, educational opportunities, and focusing on client care. Virtual assistants are also joining regional groups as well as international groups, to bring positive recognition to the industry on different levels. Furthermore, businesses and individuals are transitioning from traditional employment methods to hiring virtual assistants to meet the demands of their business without having to spend a large amount of money to operate the business. The ultimate goal of the virtual assistant industry is to create a win-win situation for everyone.

MI: Carolyn, thank you for taking the time to share with my readers.  Your experiences provide a great look at how a virtual relationship works and how it can benefit real estate professionals.

CN: Thank you for providing me the opportunity to discuss the virtual assistant industry, my business and the value-added benefits virtual assistants can provide to other professionals world-wide.

To learn more about Carolyn and her services just send her an email at carolyn@onlinerepa.com, call her at 704-504-9346 or visit her website at www.onlinerepa.com.

Always remember to do a thorough due-diligence before hiring any kind of assistant. This interview is part of an ongoing series of VA profiles designed to help you find the perfect VA or VA team to help you get organized, profitable, and in control of your business.