How to Keep Your Virtual Assistant Productive

Managing virtual assistants (VAs) effectively can significantly improve your law firm’s operation. Keeping them productive doesn’t have to be complicated. It only requires clear communication, proper tools, and some strategy. In this blog, we’ll dive into actionable steps you can take to make sure your VAs are delivering their best work, helping your firm thrive. 

1. Provide Clear, Detailed Instructions

VAs will follow your directions exactly as given. If your instructions are unclear, don’t be surprised if the final product is not what you expected. The key to any successful working relationship with VAs is clarity. When assigning tasks, be as specific as possible. Break things down into easy-to-follow steps and provide examples if needed. 

Here’s why clarity matters: 

VAs follow directions to a fault. They want to deliver the best results, so they stick to what you tell them. If your directions are unclear or incomplete, they might execute the task in a way you didn’t expect. 

2. Set Key Performance Indicators (KPIs) Based on Results, Not Activity

Setting clear deadlines and establishing KPIs is critical to keeping your VAs productive. They need to know what success looks like and when it is expected. The more specific you can be about timelines and goals, the better. Your VAs’ success should be measured by results. It shouldn’t be just busy work. Focus on outcomes like how many clients they help sign or the cases they assist in moving forward. This ensures they are contributing meaningfully to your firm’s goals. 

For example: 

• Don’t just tell your VAs to “complete a report.” Instead, say, “Complete the XYZ report by Wednesday at 5 p.m. Make sure it includes A, B, and C.” 

• Use KPIs that focus on results, not just activity. Instead of asking your VAs to log 50 calls a day, measure their success by how many potential clients they convert or how many cases they help sign. 

3. Recognize That VAs Follow Directions Exactly as Given

This is a big one—VAs tend to stick closely to your instructions, so make sure those instructions are clear. They are not mind readers, so if you don’t tell them exactly what you want, they might not deliver the results you need. 

Pro tip: Always ask your VAs to repeat back the task or send you a quick message outlining how they plan to complete it. This helps catch any miscommunication early. 

4. Never Assume They Know What You Mean—Clarify Everything

It’s easy to think, “Well, that’s common sense,” but what is intuitive to you may not be for your VAs. Always provide detailed explanations. Don’t hesitate to clarify further if needed. One of the biggest risks with virtual staff is allowing them to move forward with a task when they’re not entirely sure what to do. If your VAs are 99% certain about something, don’t let them proceed until they’ve asked their remaining questions. That 1% uncertainty can lead to errors that could have easily been avoided. 

For example: Instead of saying, “Draft a legal brief,” be specific: “Draft a 2-page brief summarizing the legal issues in X case, with a focus on points A, B, and C.” 

Here’s a tip: If your VA says, “I think I know how to do this,” that’s a red flag. Ask them to walk you through the steps they’ll take to ensure they’ve got it right. Encourage 100% certainty before moving forward. 

5. Encourage a Safe Environment for Questions

Your VAs should feel comfortable asking questions without fear of sounding incompetent. Questions aren’t a sign of weakness. They are how you ensure the task is done correctly the first time. Foster an environment where curiosity and clarification are welcomed. 

Pro tip: Let them know it’s better to ask and get clarity upfront than to redo work later. This saves time for everyone involved. 

You can make this happen by: 

• Reinforcing that asking questions is encouraged. 

• Making sure they know who to ask and how to contact them. 

• Acknowledging that remote work can make communication challenging, it is okay to need extra clarification. 

6. Ensure They Have a Clear Point of Contact

VAs can’t swing by your office to ask a quick question. If they aren’t sure about something and don’t know who to ask, they might delay the task or make mistakes. It is vital to create a clear chain of command for them to follow when they need clarification. 

Make sure your VAs know: 

• Who their go-to person is for specific questions. This could be you or another member of your team. 

• That it’s okay to ask for help. They shouldn’t feel like they are bothering anyone. Encourage them to seek clarification whenever they need it. 

7. Foster Trust and Offer Positive Reinforcement

Feedback goes a long way in keeping your VAs motivated. When they do something right, let them know! A quick “great job” can boost morale and encourage them to keep up the good work. 

Why it works: VAs don’t always get the same in-office camaraderie, so positive feedback helps them feel connected and appreciated. 

8. Supervision: Don’t Let the Mice Play When the Cat’s Away

It is easy to fall into the trap of assuming that just because you cannot see your VAs working, they are doing everything perfectly. But without proper oversight, productivity can drop. Make it a point to check in regularly, review their work, and offer feedback. 

Try this: 

• Listen in on calls if they’re handling client communication. 

• Shadow their work occasionally to ensure quality control. 

• Give feedback immediately so they can improve in real time. 

9. Use CRM (Customer Relationship Management) and Automate Task Assignments

The benefit? Your VAs are always working on something meaningful, and you do not have to constantly delegate tasks manually. Automating work through a case management system or CRM can significantly increase your VAs’ productivity. Systems like Salesforce can assign tasks based on the progression of cases, so your VAs always have something to work on without needing you to delegate every task manually. 

For example, every time a new case opens, the system can automatically generate a list of tasks for your VAs, such as gathering medical records or sending follow-up emails. 

This helps by: 

• Reducing downtime. Your VAs don’t have to wait for someone to give them work. 

• Ensuring consistent workflow. As tasks are generated automatically, there is no risk of something slipping through the cracks. 

10. A Competitive Edge: Using Bonuses to Motivate

Creating a little friendly competition can boost your VAs’ productivity. Whether through a bonus structure or other incentives, competition often brings out the best in people. It’s important to be clear about how bonuses are earned and to track performance objectively. 

Some ideas for competitive motivation: 

• Offer bonuses for meeting KPIs. For instance, a bonus for signing a certain number of clients in a month. 

• Encourage a sense of growth. Your VAs should feel like they are part of the team even if they are outsourced. Include them in team meetings. Let them know that exceptional work is recognized and rewarded.