The Visionary VA Podcast

Imagine losing your biggest client tomorrow, or suddenly being unable to work for a few weeks. Without a plan B, you’d be frantically working out how to keep everything afloat. So my question to you, would your business cope?“Having a plan B isn’t about expecting things to go wrong. It’s about making sure that when they do, you’ve got options.”This week’s episode will help you to stop confusing having a successful business today with a secure business tomorrow. Why? Because they’re not necessarily the same thing.Drawing on my eight years of running Virtually Priceless, including losing significant contracts with little warning, chasing unpaid invoices, and making redundancies, I’ll explain why every VA business needs a plan B. I’ll also share what a plan B might look like and give you three simple questions to answer that will help you become a little more disaster proof.Key takeaways:1️⃣ Ask yourself what the one thing in your business is that, if it disappeared tomorrow, would cause you the biggest headache. Whatever immediately springs to mind is probably a good place to start.2️⃣ Know your numbers and build your buffer while things are going well. There’s a big difference between thinking “I’ll probably be okay” and knowing exactly how much breathing room you’ve got. Work out what it costs to run your business each month and what you need to take home. 3️⃣ Keep your marketing momentum going, even when you’re fully booked. Marketing isn’t something you do when you need clients. It’s something you do so that you’re not constantly worrying about needing clients.You don’t have to fix everything overnight, but you need to start somewhere.Ask yourself: what’s one thing you could put in place now that would make losing a client, or being unable to work, easier to manage?Every little step towards a more resilient business is worthwhile. Don’t wait until you desperately need a plan B to start thinking about one.Timestamps:(00:00) Podcast episode starts(01:06) Why you need a Plan B(02:03) Biggest business risk: becoming too comfortable(04:06) Where is your business most exposed?(05:31) Let's talk about money(07:33) Importance of marketing(08:58) What happens if you can't work(10:41) Losing a client(12:08) 3 easy questions to start building your Plan B(14:22) Why I started All Stars✨ Join our waitlist for our membership programme All Stars today: https://thevahandbook.mykajabi.com/all-stars-waitlist---🔗 ResourcesJoin the VA Handbookers Facebook group: https://www.facebook.com/groups/vahandbookers/Subscribe to The VA Handbook: https://the-va-handbook-ltd.kit.com/

Why do some virtual assistants get a steady stream of associate work while others struggle to even get a foot in the door? Getting associate work is one thing, but keeping it is another.“Getting associate work is about creating an opportunity. Keeping associate work is about building trust, and those are two very different skills.”This week on the podcast, I’m using my eight years of experience building and running Virtually Priceless, and working with dozens of associates, to explore what lead VAs are really looking for. Often it comes down to why agencies use associates in the first place. It’s not just about finding someone to complete a list of tasks, but knowing they can trust that person to represent their business.I’ll dig into the difference between being easy to work with and being a pushover, why it’s not good to rely on one source of VA work, and how successful associates stand out. I’ll also explore the importance of knowing your numbers and being realistic about how much work is actually available, and choosing associate work strategically.Key takeaways:Before you approach an agency or lead VA, ask yourself what problem they’re trying to solve, what would make their life easier, and how you can show you’re someone they can confidently trust with their clients.Be professional, organised and reliable, from the very first interaction. Do what you say you’re going to do, communicate clearly, follow the processes in place, and if something isn’t going to hit the deadline, flag it early and suggest a solution.Remember you’re a business owner, not an employee. Associate rates are generally lower for good reason, but that doesn’t mean you should automatically accept any rate you’re offered. Understand what you need to earn, how much capacity you have, and whether the work is profitable for you.This week, ask yourself one question: if you were an agency owner looking for someone to represent your business, would you choose you? If the answer is yes, brilliant. If there are a few things you can improve, that’s absolutely fine too, because sometimes a few small changes in how you position yourself can make a huge difference to the opportunities that come your way.Timestamps:(00:00) Introduction to the podcast episode(01:40) Why agencies and lead VAs use associates(03:35) Being easy to work with(05:36) It’s not just about getting the opportunity, it’s about what happens afterwards(07:38) Remember, you’re running a business too(09:23) Business relationships are everything(10:56) Introducing my guide to help you become an in-demand associate VA(12:30) The one question all associate VAs should ask themselvesReady to win more work, build trust and become a lead VA’s first choice? ⬇️ Download my new guide to becoming an in-demand associate VA: https://thevahandbook.mykajabi.com/associate-guide🔗 ResourcesJoin ⁠VA Handbookers Facebook group⁠: https://www.facebook.com/groups/vahandbookers/✉️Subscribe to ⁠The VA Handbook: https://the-va-handbook-ltd.kit.com/

Over 700 respondents filled in this year’s UK Virtual Assistant Survey, and the insights are very interesting. Hourly rates are stabilising, networking and word of mouth are key, VAs are outsourcing far less, the biggest challenge (and complaint) is training and AI wasn’t what everyone was expecting."In this completely digital age that we live in, face-to-face and human contact is so important still. There's just no change in the fact that people work with people." - Gwen BackhouseThis week on The Visionary VA Podcast, I am joined by Gwen Backhouse, award-winning virtual assistant, owner of Curlew Secretarial Solutions, and the person behind the Society of Virtual Assistants (SVA).Gwen shares her personal VA journey, how her business has evolved and what has changed most over the years. We also explore how she became interested in community, raising standards and joining the Society of Virtual Assistants.Then it’s on to the 2026 UK VA Survey, where we analyse what the results mean for the industry. We cover rates, outsourcing, AI, challenges, to niche or not to niche, and so much more.Key takeaways:1️⃣ Get out and go networking. People want to know who they're going to be working with, so work out who you want to work with and be where they're going to be.2️⃣ Don't run and hide from AI. The biggest opportunity right now is clients who don't know how to use AI, or are scared of it, and are asking for support.3️⃣ Get your best practice in place, and do your homework on training. Insurance, contracts, ICO registration and legal policies are the basic things you only know if you know.After listening to this episode, I really urge you to grab a copy of the 2026 UK VA Survey. It is a fascinating read which you can use not only as a benchmark, but to also decide what actions you need to take for your business.Timestamps:(00:00) Podcast episode starts(01:04) Gwen's VA journey(03:44) How has Gwen's VA business evolved over the years?(07:42) How the VA industry has changed(13:05) Taking over and the origins of the SVA(14:48) The SVA's role in the industry today(19:15) Introducing the UK VA Survey 2026(20:03) What was the most surprising finding from the survey?(23:02) Biggest changes over the last 3–5 years(25:34) What VA services are growing and disappearing?(27:15) The impact of AI on VAs(30:49) The shift to specialist and strategic work(32:55) Where VAs are finding clients(37:17) Biggest challenges facing VAs(40:23) Biggest opportunities facing VAs(41:57) Survey trends: concerns and reasons for optimism(43:33) How to use the survey to benchmark your business(46:41) How will the VA industry look in three years' time?(48:27) Where to get the survey reportAbout Gwen:Gwen Backhouse is an award-winning virtual assistant with over 12 years in the VA industry, built on a foundation of 24 years in business administration. She runs the Society of Virtual Assistants (SVA), where she is dedicated to setting high standards, sharing resources, and advocating for the essential work virtual assistants contribute across the UK. Through her own business, Curlew Secretarial Solutions, Gwen delivers personalised support that empowers her clients to focus on what truly matters to their businesses.Where to find Gwen:Society of Virtual Assistants (SVA) 👉 https://societyofvirtualassistants.co.uk/Gwen's LinkedIn 👉 https://www.linkedin.com/in/virtualassistantcumbria/Society of Virtual Assistants (SVA) LinkedIn 👉https://www.linkedin.com/company/society-of-virtual-assistantsSociety of Virtual Assistants (SVA) Facebook 👉 https://www.facebook.com/societyofvirtualassistantsSociety of Virtual Assistants (SVA) Instagram 👉 https://www.instagram.com/societyofvirtualassistantsResources 🔗 UK VA Survey 2026 👉 https://societyofvirtualassistants.co.uk/product/uk-virtual-assistant-survey-report-2026/Society of Virtual Assistants (SVA) shop 👉 https://societyofvirtualassistants.co.uk/shop/

How do you go from 19 years as a primary school teacher, through two redundancies, to fully booked as a VA within six weeks? This week I am joined by Any Other Business founder, Martha Kilner, who shares her story.We also talk about how she's transitioned into being the operational backbone of the businesses she works with, and why Virtual Assistants should embrace AI rather than shy away from it."I think generic VA tasks will be redundant... and the VAs who have moved on to being the operational thinkers and the true right-hand person in the business will be the ones who'll be fully booked." - Martha Kilner.That shift, from generic tasks to operational thinking, is exactly what AI has made possible for Martha. We explore what AI actually means for the industry right now, how she uses it to become better and more efficient at her job, what it does well (and not so well), and the tactics she uses to get the most out of it.She also shares what VA tasks are at risk with AI, what isn’t going to be replaced, and the importance of keeping up to date. There’s also a rapid-fire question round (most underrated AI feature, most used AI tool, etc) and her prediction for the VA industry by 2030.Key takeaways:1️⃣ AI won’t make VAs redundant, but it will make some generic tasks redundant. Move from task execution to operational thinking, where you become someone your clients rely on.2️⃣ It’s important to spend time getting the foundations right with AI. If you don’t, it will just churn out rubbish that isn’t useful for anyone.3️⃣ When you become more efficient, you need to stop charging by the hour and penalising yourself. Base your pricing on the value you're giving to your client.Pick one AI tool. Whether that’s Claude, Copilot, Gemini, ChatGPT, or whatever is best for you, and go all in on it. Spend the time getting it set up properly, the way you'd brief a new team member.And if you don’t know where to start with AI, Martha reminds us that asking “what do I want it to do?” is much more helpful than “what can it do?”Timestamps:(00:00) Podcast episode starts(01:30) Martha's VA journey(03:40) How has your business changed over the years(05:47) Impact AI has had on business(09:22) What tasks don't you outsource to AI?(10:06) Is AI going to make VA jobs redundant?(11:16) Advice for VAs feeling they're behind(13:18) Will AI always be a specialist skill?(14:22) Has AI changed your mindset on pricing?(16:55) Checking the quality of AI's output(19:24) Keeping up with the latest in AI(21:54) Deciding what is genuinely useful for businesses(23:02) Common mistakes people make with AI(24:08) Overhyped AI features in the industry(24:53) Quick fire AI questions(25:58) AI prediction for 2030About MarthaMartha Kilner is the founder of Any Other Business, where she works as a Business Ops and AI Specialist for founders juggling everything at once, brilliant at what they do, held together by memory rather than a system. Before AOB, Martha spent nearly twenty years in primary education, including years leading on IT, unlikely training for building systems around how people actually think. Her flagship offer, The Smooth Operator Method, AI training sessions and whizzy tech skills help founders turn what's living in their head into something someone else could run.Where to find Martha:LinkedIn: https://www.linkedin.com/in/martha-kilner/Website: https://aobva.com/Resources mentioned in this episodeEspresso AI newsletter: https://thevahandbook.mykajabi.com/espresso-ai-signup

From the outside your VA business looks like it’s doing really well. You have good clients, decent money and a jam- packed calendar. How could there possibly be a problem? Well, the issue is there’s a stage in business that is deceptive; instead of building a business you may have accidentally created yourself a job."Technically, you absolutely have a business, but functionally, you may have created yourself a job."In this episode we’re exploring the difference between being self-employed, being busy and actually building a sustainable business that works. I’m not talking about building an agency, hiring a team or creating a passive income stream - a solo virtual assistant with four brilliant clients can be a fantastic business. The distinction is whether you’re actually running your business, rather than the business running you.I’ll walk you through the five signs that signal you’ve built yourself a job rather than a business which are 1) your income is completely dependent on your time; 2) you’re too busy to work on the business; 3) one client has too much power; 4) you can never truly step away; and 5) you don’t know your numbers.It's not the difference between being self-employed and being a business owner, but being intentional rather than accidental. Stop asking “how do I get more clients?” and start asking “what does a good business actually look like for me?”.Key takeaways:1️⃣ Being busy and being resilient aren’t the same thing - being fully booked doesn’t mean you’ve built a business that can withstand a client leaving, a quiet month or two, or having a few weeks away from your desk.2️⃣ Client work always feels urgent; your own business rarely does. Nobody is chasing you about reviewing pricing or planning a head, so protect CEO time before a problem forces you to.3️⃣ Run your business on numbers, not vibes. Know what it costs to run your business, your margins, and what services actually make money. Make decisions based on fact rather than a feeling.Set aside 30 mins this week to answer the following questions:1️⃣ What did I originally want this business to give me?2️⃣ Is my business currently giving me that?3️⃣ What’s one thing I need to change?Don’t create an in-depth business transformation plan - pick one simple thing and implement it.Timestamps:(00:00) Does being fully booked mean you’re successful(01:40) The difference between being self-employed, being busy, and building a business that works for you(06:38) Is your income completely dependent on your time(07:53) Are you too busy to work on your business?(08:58) Does one client have too much power?(10:05) Can you properly step away from your business(10:55) Do you know your numbers(12:36) Why did you start the business in the first place?(13:17) 3 questions every VA business owner should ask themselves(13:50) Join our All Stars communityJoin the All Stars community ✨Join the All Stars community today. Doors are open until Sunday, 13th September and won't reopen again until 2027.Join here🔗 ResourcesJoin VA Handbookers Facebook groupSubscribe to The VA Handbook

Why did you start your virtual assistant business? No, I mean the real reason. What was the life you were trying to create? Was it more freedom, flexibility, financial independence, or more time with your children?Eight years in business has taught me those dreams can become a reality and the obstacle isn’t a lack of information, but not having the right support around you."Sometimes you don't need another training course, you simply need a conversation. Because I don't think the problem is a lack of information, I think the problem is often a lack of support and a lack of confidence."In this episode of The Visionary VA Podcast, we’ll explore what’s really missing for established VAs trying to grow a successful business. It’s not another course, PDF template or more information, but genuine support and a real community of people who understand the journey.I built my business through determination, trial and error, and by making plenty of mistakes. All without a support system around me, which is something I desperately needed. During conversations with other aspiring virtual assistants, the same themes kept coming up: "I know what I should be doing, but I'm not doing it," or "I feel like everybody else has got it figured out except me."These conversations and my own experience inspired me to launch All Stars, a brand-new membership community for established VAs. Built around four pillars: access, accountability, community and momentum, it’s designed to be the go-to place for support. Whether you have a question, need accountability, want to celebrate a win, or to simply remember why you started in the first place.Key takeaways:1️⃣ Information isn't the problem, support is. We've never had more access to information, yet so many VAs still feel stuck. The real gap isn't knowledge, it's having people around you who understand the journey and can offer honest, real-time support.2️⃣ Success looks different for everyone: more freedom, more flexibility, financial independence, more time with your children, or simply a business that feels sustainable rather than overwhelming.3️⃣ You don't have to build your business alone. Whether it's a quick sense-check on a client conversation, accountability to follow through on your plans, or simply somewhere to celebrate a win, having the right people in your corner can completely change the trajectory of your business.Join the All Stars waitlist now. Doors open Monday 7th September for one week only and won't reopen again until 2027. Joining the waitlist gets you early access before doors officially open, plus entry into a prize draw to win three months of free membership.Join the waitlist Please note the free prize draw closes at 8pm UK time on 6 September 2026. Open internationally to eligible entrants aged 18+. No purchase necessary. [Full terms apply.]Timestamps:(00:00) What's the real reason you started your business?(01:19) The loneliness of running a business(03:15) Building a business through trial and error(03:56) Information isn't the same as support(05:09) Common themes from talking to VAs(05:58) Introducing All Stars(06:36) The four pillars: access, accountability, community, momentum(10:07) What is All Stars?(12:39) How to join the All Stars waitlist(13:29) You don't have to build a VA business alone🔗 Resources:Join VA Handbookers Facebook group:Subscribe to The VA Handbook

Would you be upset and offended if someone described your business as boring? I've spent eight years running my business, and have come to a very different conclusion: one of the biggest signs of a healthy business is that it's a little bit boring."Most successful businesses aren't built through huge breakthroughs. They're built through hundreds of ordinary days done well."In this episode of The Visionary VA Podcast, I push back on the idea that success has to always be exciting. Social media sells us six-figure launches, sold-out-in-24-hours offers and endless "big announcements". However, the reality of running a business is replying to emails, reviewing your finances, updating your systems and delivering consistently, week after week, month after month, year after year.Consistency isn't sexy, it's powerful, and that consistency almost always beats intensity. There's value in predictability: predictable income, predictable systems, a predictable client experience. This creates confidence rather than exhaustion and chaos.As businesses mature, the highs get less dramatic not because you're less successful, but because you're more stable. That's not boring, that's resilience.Key takeaways:1️⃣ Consistency beats intensity. You don't need to reinvent your business every six months, or chase every trend. You need to keep showing up, again and again and again.2️⃣ Aim for simplicity. If everything feels urgent and every week feels different, ask whether you've accidentally created unnecessary complexity. Sustainable growth comes from repeating what already works.3️⃣ Predictability builds confidence. Predictable income, systems and client experience aren't exciting to talk about, but they're what stop you constantly firefighting and let you plan with confidence.This week, ask yourself, what one action can I do to make my business more consistent?Where can you create more structure, predictability or simplicity? These are all the foundations of sustainable growth.If this makes you boring, lean into it, because boring businesses often turn out to be incredibly successful ones.Timestamps:(00:00) Is your business boring (and why that's a good thing)?(01:29) What building a sustainable business really looks like(02:22) The power of predictability in business(03:36) Stop chasing shiny objects that will take you off course(05:29) Why I don't want the fastest, loudest and busiest business---🔗 Resources⁠⁠⁠Join VA Handbookers Facebook group⁠⁠⁠⁠⁠⁠Subscribe to The VA Handbook

Eight years ago, I was sitting at my shiny new desk with a laptop, a huge amount of determination, and a VA business called Virtually Priceless - and if I'm honest, I had no idea if it would work.I started without any clients, a team or roadmap, and I was dealing with major challenges in my personal life. Fast forward eight years and so much has changed. We've worked with incredible clients, built an amazing team, won awards and supported dozens of fantastic businesses."You don't become a confident business owner and then make big decisions. You make big decisions, and that's how confidence is built." To celebrate eight years of Virtually Priceless, I am going to do something a little different this week.Instead of talking systems, marketing or pricing, I’m sharing eight of the biggest lessons I’d give myself back in 2018.Some things I’d do differently, some I’d do sooner, and one I am incredibly grateful I did from the very beginning. This episode is about reflecting on how building a business has changed me personally, just as much as it has affected my bank balance, my confidence and my skills.Whether you've been in business for eight weeks, eight months or eight years, there's a lesson in here that could save you a little time, stress or heartache.Key takeaways:1️⃣ Build financial resilience while times are good. Only take what you need and leave the rest in the business to build an emergency fund. When tough periods happen, having this buffer allows you to make strategic decisions rather than emotional ones.2️⃣ Build systems before you think you need them. Every process that only exists inside your head is a risk. Document things early, create templates, write SOPs. This way you’re ready when it's time to take on an associate, hire, or take time off.3️⃣ Build the business around your life, not the other way round. There’s no such thing as a perfect, elusive work-life balance. Focus on building a business that supports the life you actually want to live, prioritising health, family and time to breathe alongside the work.You don't need eight years of experience to make better decisions, you just have to keep learning. Every client, every challenge, every mistake and every success has something to teach you.So take the lesson that landed hardest for you today and put it into action this week, whatever the scary, audacious thing is that you're putting off, just do it.Timestamps:(0:00) Podcast episode starts(01:48) Lesson one: Stop waiting until you're ready(02:32) Lesson two:  Build a business, not a self-employed job(03:23) Lesson three: Protect your boundaries(03:54) Lesson four: Build financial resilience(06:02) Lesson five: Stop taking setbacks personally(06:40) Lesson six: Build processes before you need them(07:09) Lesson seven:  Build the business around your life(08:28) Lesson eight: Trust in yourself more---🔗 Resources⁠⁠Join VA Handbookers Facebook group⁠⁠⁠⁠Subscribe to The VA Handbook

What if the easiest way to grow your business isn't finding more clients, it's keeping and developing the ones you've already got?"Clients don't stay with us simply because we're good at the work. They stay because working with us is easy, professional, reliable, consistent and they feel looked after."In this episode of The Visionary VA Podcast, I’m walking you through the 7-step client experience audit. This audit allows you to put yourself in your client's shoes and look at every single touchpoint they have with your business. From the very first impression someone gets of you, through the enquiry process, the discovery call, onboarding, day-to-day delivery, reviews and feedback, right through to how (and if) a relationship ends. Clients who have an exceptional experience stay longer, spend more, refer more and speak positively about your business when you're not in the room.Key takeaways:1️⃣ From first impression to initial enquiry, ask yourself: is it obvious, is it professional, and does it build confidence? Don’t leave potential clients confused.2️⃣ A discovery call is about understanding, not selling. It's about listening and building trust. Ask yourself honestly: does the prospect leave the call feeling clearer than when they joined?3️⃣ Confidence, not just competence. Be proactive rather than waiting to be chased, communicate regularly, update clients before they ask, and flag potential issues early.Write down every stage of your own client journey, from finding you right through to finishing the relationship, and score yourself out of 10 for each stage. Ask where clients experience friction, where things are inconsistent, and where you could make life easier.Remember: businesses that grow sustainably aren't always the ones shouting the loudest. They're the ones people genuinely enjoy working with.Timestamps:(00:00) Podcast episode starts(01:21) Step 1: Are you making a good first impression?(02:10) Step 2: How easy is the enquiry process?(02:43) Step 3: Improving your discovery calls(03:35) Step 4: What is your onboarding process like?(04:15) Step 5: Review your day-to-day client experience(04:53) Step 6: Have a look at your review and feedback process(05:27) Step 7: What happens when clients leave?---🔗 Resources⁠Join VA Handbookers Facebook group⁠Download 'Hiring Associates with Ease' guide⁠Subscribe to The VA Handbook

Ever said yes to something and then immediately regretted it? Maybe you squeezed in one more five-minute task, worked later than planned, or took something on that was actually out of scope, because you genuinely wanted to help. If that resonates with you, this episode is for you."Clients don't usually value you because you answered emails at 9pm or because you squeezed in another task on a Friday afternoon. They value you because you're reliable, you're organised, you're proactive, you solve problems, and you make their lives easier."In this episode, I'm exploring something I've come across time and time again, not just in mentoring sessions but in myself too: the hidden cost of being too helpful.Being helpful isn't a bad thing, it's one of the reasons so many of us become VAs in the first place, but there comes a point where being helpful quietly turns into over-responsibility, and that's where the problems begin.I explore how it's rarely one big thing that tips the balance, it's usually tiny things. Five minutes here, ten minutes there, one extra task, one favour, one exception, and before you know it, you've accidentally trained your clients to expect more than they're paying for. Not because they're bad clients, because you've shown them that's how you work.Your clients won't know where your boundaries are unless you consistently demonstrate and reinforce them. Also, if your whole business model depends on you (and your associates) constantly being helpful, you can't scale it.Key takeaways:1️⃣ Notice the "it's only five minutes" moments. These tiny exceptions are usually how scope creep starts. Ask yourself honestly: am I doing this just because I'm worried about disappointing someone?2️⃣ If constantly over-delivering becomes the benchmark, simply delivering what's been agreed starts to feel like you've done less, and the benchmark keeps moving.3️⃣ Swap "how can I be more helpful?" for "what outcome is my client actually paying me to achieve?" Try responses like "I'd love to help with that, shall I quote for the additional work?" or "that's outside the current scope, but here's how we could support you."From today, start paying attention to every time you say "it's only five minutes," because it probably isn't.Healthy boundaries don't damage relationships, they protect them. When you say yes intentionally instead of saying yes to everything, you become more sustainable, and that's exactly the kind of business you want to build.Start protecting yourself and your time. When you protect your time, your energy, and your expertise, you're not becoming less helpful, you're becoming more sustainable.Timestamps:(00:00) Podcast episode starts(00:26) Why we're exploring the cost of being "too helpful"(01:13) When helpfulness turns into over-responsibility(02:48) What overdelivering really costs you(03:15) What clients actually value(04:50) Healthy boundaries protect relationships(05:23) Two different reasons for saying yes🔗 ResourcesJoin VA Handbookers Facebook groupSubscribe to The VA Handbook