Archive for outsourcing

Two resources for direct mail marketing

postage-stampOne of the mistakes that many new internet marketers make is forgetting that the internet is just one, and often not the most effective, channel for reaching customers. Good ol’ direct mail – yes, the USPS snail mail – is still a very viable and effective channel to reach customers and prospects that may not live on the internet. The challenge is that many of us don’t have an easy way of using Direct Mail, and we don’t have time to research all the available options.

Here are two resources you can use to simplify and automate your direct mail communications: Read More→

This may explain some of my outsourcing troubles

outsourcing

Although this woman speaks much better English than anyone I dealt with.

How To Experience Abject Failure

I know when I’m beat. I know how to cut my losses and get out. There’s a lot to be said for perseverance, but even more for not throwing good money after bad. What am I talking about? My outsourcing attempts with GetFriday.com. My God, what a disaster.

After 2 1/2 months I had exactly one – that’s 1 – single success with GetFriday. Every other task I assigned was a miserable failure. Even after getting a replacement PA who was, supposedly, experienced in web search and basic web skills I could not get even marginally relevant results when I asked for search data on specific topics.

Worse, when it became clear to me that this wasn’t going to work out it took nearly an act of Congress to get them to cancel my account. The entire affair was a disaster.

What I learned is simple – if this is the best the Eur-Asian nations can offer then we are in no danger of being overrun by a low-wage workforce. They demonstrated a lack of understanding, competence, response, and adaptability that was hard to comprehend.

I went so far as to start running my task descriptions by two of my colleagues to try and ensure I was being both clear and reasonable in my requests. The results I got were still stunningly inept.

In fairness, most of my colleagues asked the very basic question, “Well, what did you expect?” I don’t know, maybe something a little above abject incompetence? How about someone with enough self awareness to recognize when they did not understand a task and ask for clarification until they did?

If you read my experience with BellSouth tech support from 2006 you’ll see my GetFriday experience is neither my first encounter with such incompetence, nor is it any real surprise. I suspect the cultural and language barriers between a third-world workforce and US-based expectations are just too great to overcome. Or maybe it is something else. I do not know.

What I do know is that from now on I will stick with North American (and possibly European) sources for anything I want done. Given my experiences I do not think there is any non-repetitive task requiring foresight, intuition, or judgment that can be effectively outsourced to a third-world workforce. It may well be that if you can 100% script an activity, and spend enough time to get the workforce to actually read the script, and have enough patience for them to practice and fail repeatedly until they get it right, that you might eventually have some success.

But as a small business my tasks are not repetitive. At least not now. And they do require thinking – which entails all those things mentioned above. The third-world is simply not the place to get these things done.

Outsourcing The Big Tasks

It’s been a while since I updated my outsourcing efforts. I’ve been head-down in trying to get my major task — bookkeeping and accounting — under control. I have been trying to find the right solution for this for over five (5) years.

I am, apparently, unique in my requirements. I just fired my second accountant for failure to help me do what I need. But I can’t imagine that I am alone in what I want. I have a small service business. I am a consultant. I travel extensively. I am a sole operator. I have no employees. I need, and have needed, someone to help me setup a bookkeeping and record keeping system that I can understand, that meets all the requirements of the government for taxes, and for which I can outsource the day-to-day tasks of data entry, filing, etc.

Because I focus on my clients I do a very poor job of keeping my own paperwork in order. Oh, I invoice everything right on schedule. After all, I don’t get paid unless I do. And my client and project records are first-rate – that’s what I get paid to do. But taking time to do my own data entry, organization, filing, etc on anything like a regular basis just never seems to be a priority until there is a crisis. So I repeatedly end up at the end of the year with boxes and piles and stacks of stuff all over the place. And I know, I know, I am not alone in this.

So why is there apparently no one who offers this kind of service? How in the world do all the freelancers and free agents survive? Do they just do like me and spend two months a year under incredible stress trying to get it all together and spend the other 10 months dreading the process? Maybe. But I am done with that.

Previously, my VA helped me locate a very nice young lady with a nearby Staffing Solutions business. Christi has turned out to be a very good find. She took on the first part of my organization project and did a good job. We are now moving to the second phase – getting an accounting system established. For that I have gone through a rather strenuous research and screening process to locate an accountant who specializes in doing what I need.

For this I found the people at Intuit to be invaluable. I started with an online chat with a sales rep there, who gave my name to one of their sales advisors. Kelly turned out to be great. She helped me understand my options, the limitations of each, and what I needed to be looking for. She also made herself available to answer any additional questions and volunteered to help my (former) accountant setup my new system using QuickBooks Online Edition.

When that didn’t work out she helped me locate several more that were certified QuickBooks Advisors. That’s when I began my interview and screening process. I found two that were very helpful and knowledgeable. Both took the time to explain what they do, how they do it, and  talk to me about my particular needs and the limitations therein. This past week I selected a provider to get started. He is former consultant who worked much as I do now, so he understands (I hope) my requirements better than my previous providers.

This next Friday we will meet – me, Christi, and the accountant – to go over the setup and processes for getting all the data in and keeping everything up to date. Of course, I still have to get all the back data entered, and that will be a challenge. But Christi is going to tackle that as soon as we’re ready. This feels like progress.

I am also on my second Virtual Assistant. As mentioned previously, I’m using GetFriday – an India-based service that provides virtual assistant services. My first VA simply did not have the skills – either technically or language – to meet my needs. GetFriday was good about getting me a replacement as soon as I asked. I spoke with Venkat on the phone  prior to his assignment to make sure I was comfortable with his English and we are  working through some early tasks to see how it goes.

Working with a VA is as much a learning experience for me as it is for them. It is a challenge for someone like me who has done everything alone for so many years. Finding the right tasks, communicating them clearly, doling them out in the right amount, etc, are all things I’m having to learn.

It’s also different in that my project work is conducted with a team of highly-skilled specialists and we all work to a common methodology. That means we all know what the other is doing, how it’s done, etc. That’s just not the case when you start using a VA. The type of tasks, and the level to which they can be done, are different. I want my VA to do all those sorts of routine, mundane, non-client tasks that must be done, but which I have neither the time nor inclination to do.

This might be keeping up with my personal calendar, sending reminders to me about friend/family things, or doing preliminary research on new car models for my daughter. It could be all kinds of stuff. I’m still learning.