Before you hire a virtual assistant, the questions you ask matter more than the CVs you read. The right questions show you how a provider works when things go wrong, and that's what you're really buying.
These are the questions I'd ask, and the answers you should expect. I've included how we answer them at VAConnect, so you have something to compare against.
Start With the Question You Should Ask Yourself First
Before you speak to anyone, ask yourself: where's the gap? What would you hand over tomorrow if someone capable were sitting next to you? How many hours a week is that?
If you can answer that in a couple of sentences, every conversation that follows gets easier. If you can't, a good provider should help you work it out on the first call. That's what our discovery call is for.
“Who Exactly Will Be Doing My Work?”
You want a straight answer: one named, dedicated person, the same every month. Not a pool, not whoever is free today. And you want to meet them before they start.
With us you interview each of the three or four shortlisted candidates on Zoom, and you choose. Two people in your business can share your VA's hours if that suits you.
The person on the sales call is often not the one in your inbox. Ask who will actually be doing the work, and meet them.
“What Happens When My VA Gets Sick or Goes on Leave?”
Everyone gets sick and everyone takes leave. Ask what happens to your work when they do.
Every VA who starts with us builds a standard operating procedure for your account, using our template. That document is what keeps the work moving during leave or a handover. If a placement doesn't work out, we replace your VA at no extra cost.
“How Will You Handle My Passwords, Data, and Confidential Information?”
Ask whether the VA signs an NDA, where your files are stored and how passwords are shared. Vague answers are a warning.
All our VAs sign strict NDAs, and you're welcome to have yours sign your own as well. We're POPIA compliant, and POPIA is closely aligned with GDPR. Files live in cloud storage rather than on the VA's laptop, and we recommend you share logins through LastPass so your VA never sees the raw password. If we part ways, your data stays with you.
“Can You Show Me Work, and Can I Speak to a Reference?”
A provider should be able to show you independent reviews and real evidence about the candidate. Ask for both.
Our reviews are public: 13 reviews on Clutch. Each shortlisted candidate comes with their Boiler Room results, from a 45-minute simulation built for your role. They need 80% or higher to reach you.
“Are You Available in My Working Hours?” (And Why South Africa Quietly Wins Here)
Ask exactly which hours your VA will work and how much of your day you'll share. For US clients on Eastern time, South Africa is six or seven hours ahead, which gives comfortable live cover from the morning into the early afternoon. Pacific cover runs later into our evening; we'll tell you honestly what's possible for your role.
For UK clients a South African VA works the whole business day alongside you, one or two hours apart.
“What’s the Monthly Price, and What Isn’t Included?” (And Why the Lowest Quote Is Usually the Most Expensive)
Ask for the monthly price, what's included and what isn't. Our packages start at $1,088 a month for 40 hours, with the full list on our pricing page. Recruitment, management and replacement are included. Calling costs, travel and sundries aren't, and you supply the calling system and number.
A lower quote that leaves you to recruit, manage and replace the person yourself often costs more once you count your own hours. We bill month to month with one month's notice, and screening and interviews aren't billed.
The Human Question Underneath All the Others
Underneath every question is a simpler one: will someone care about this working as much as I do? Ask who checks in on your VA, who you call when something's off and how often anyone reviews the relationship.
At VAConnect a client success manager looks after you and a team success manager looks after your VA, and we review both sides every two to three months. We have 98% client retention over 14 months, verified from our invoice records.
Bringing It All Together
- Who exactly will do my work, and can I interview them?
- What happens during leave, or if it doesn't work out?
- How are my data and passwords protected?
- Can I see independent reviews and test results?
- How many hours of my working day will we share?
- What's the full monthly cost, and what's excluded?
- Who is accountable for this working after month one?
Take these to any provider. If you'd like to hear our answers in person, book a discovery call with Nikki and me, or read VAConnect’s how-it-works page.