The idea of working with a Virtual Assistant (VA) can sound like a perfect solution—someone to handle the admin, freeing up your time for more high-value tasks.
But many brokers have experienced the frustration that comes when communication breaks down with their VA, turning what should be a time-saver into another stressor.
You’ve probably been there. You give outsourcing a shot, but the communication falls short, and managing the VA becomes more frustrating than just handling the work yourself. If this sounds familiar, it’s time to tackle the root of the issue: communication.
The Real Impact of Poor Communication
It’s easy to underestimate the effect poor communication has on your business. Small misunderstandings can spiral into bigger problems, costing you time, money, and sometimes even clients.
For example, unclear instructions on loan applications or client follow-ups can lead to delays that frustrate clients. A VA who doesn’t fully understand the specific tools or systems you use might take longer to complete tasks or make avoidable mistakes. Ultimately, poor communication with your VA can disrupt your workflow and lead to a drop in productivity. Instead of feeling relieved by having an assistant, you end up spending more time micromanaging tasks, which defeats the purpose of having a VA in the first place.
Solution: Setting the Foundation for Strong Communication
Clear, effective communication doesn’t happen by chance. It requires an intentional approach and the use of tools designed to streamline the exchange of information. Here are the best strategies to ensure communication with your VA is smooth and efficient:
- Use the Right Communication Tools
Start by setting up reliable communication channels. Real-time platforms like Slack, Microsoft Teams, or Zoom allow for quick exchanges and reduce the likelihood of miscommunication. These tools are perfect for daily check-ins and clarifying tasks on the fly.
For more structured communications, such as project updates or detailed instructions, email or project management tools like Asana or Trello work well. They help keep track of tasks and provide a clear record of discussions, making it easy to refer back to past conversations. This is especially important in the mortgage broking world, where keeping track of tasks, deadlines, and documents is crucial. - Establish a Routine for Check-ins
Consistency is key. Many brokers find that once they delegate tasks to their VA, the communication starts to dwindle—out of sight, out of mind. This can lead to misunderstandings or missed opportunities to correct courses.
A simple but effective solution is to set up daily or weekly check-ins. These brief meetings don’t need to be time-consuming—15 to 30 minutes is often enough to touch base on ongoing projects, answer questions, and provide feedback. Regular check-ins help keep communication flowing and ensure that your VA feels connected to your business goals. - Provide Clear Instructions
One of the most common reasons for miscommunication with a VA is unclear instructions. As a broker, you might be used to working in a fast-paced environment where tasks are handled quickly, and details are often assumed. But with a VA, especially one who may be working remotely, you need to be explicit in your instructions.
Take the time to explain tasks clearly and provide any relevant documentation or resources upfront. If your VA is handling loan documents, for example, make sure they understand the exact process and tools you use, such as aggregator systems or compliance protocols. Clear instructions at the start of the task save you time later, as you won’t need to correct mistakes or provide clarifications mid-task. - Encourage Open Communication
Creating an environment where your VA feels comfortable asking questions or seeking clarification is critical. When VAs hesitate to ask questions, they might try to fill in the blanks themselves, leading to errors or delays.
Encourage your VA to communicate openly. Let them know that it’s okay to ask questions and that you’d prefer they seek clarification than make assumptions. This builds trust and ensures that both you and your VA are on the same page throughout each project. - Address Language Barriers
If you’re working with a VA who is in a different country or who speaks English as a second language, language barriers can sometimes make communication more challenging. In these cases, using tools like translation apps or simply speaking a bit slower during meetings can help bridge the gap.
It’s also helpful to be mindful of cultural differences. Some VAs may be hesitant to provide feedback or ask questions due to cultural norms. Encourage them to share their thoughts and make it clear that their input is valuable to your business.
Building a Long-Term, Productive Partnership
Once you’ve established a solid communication process, it’s important to maintain and adjust it as needed. Keep in mind that building a strong working relationship with your VA is an ongoing process. Here’s how you can continue strengthening that relationship over time:
- Offer Continuous Feedback
Feedback is essential for growth. Regularly review the work your VA is doing and provide constructive feedback. This helps them improve and ensures they’re aligned with your expectations. Positive reinforcement is just as important—let your VA know when they’ve done a great job to keep them motivated and engaged. - Make Time for Team Bonding
Even if your VA works remotely, they should still feel like part of your team. Schedule occasional virtual team-building activities to build rapport. These activities don’t have to be formal—something as simple as a virtual coffee chat can help strengthen your relationship and make your VA feel more connected to your business. - Stay Flexible
Every business has its ups and downs, and your communication process with your VA should be flexible enough to adapt to changes. If your workload increases or you bring on more clients, adjust your communication routine to reflect that. If you find that daily check-ins are no longer necessary, scale back to weekly meetings. The key is to remain adaptable while ensuring that the lines of communication stay open.
Final Thoughts: Communication is Your Best Asset
The success of your relationship with your VA hinges on one thing: communication. By being proactive, setting clear expectations, and creating regular touchpoints, you can eliminate the frustration of miscommunication. The more streamlined and consistent your communication, the more your VA becomes an integral part of your business, not just a distant helper.
As a broker, your time is too valuable to be wasted on inefficiencies caused by poor communication. A well-thought-out communication strategy will not only help you build a stronger relationship with your VA but also boost your business’s productivity, allowing you to focus on what really matters—building client relationships and growing your revenue.
Take the time to create an open, collaborative environment with your VA. You’ll find that when you invest in clear communication, your VA becomes more than just an assistant—they become a trusted partner in your success.
Building a Long-Term, Productive Partnership
It’s important to remember that communication isn’t a one-off task; it’s an ongoing effort that evolves as you work together. Regular adjustments, openness to feedback, and a focus on clarity will keep your communication—and your partnership—with your VA strong and effective.
When you get it right, the impact is clear: fewer headaches, greater productivity, and more time to focus on the tasks that drive your business forward.
