All too often in my position of support, producers express their frustrations to me about someone who is supposed to be helping them but dropped the ball.  I can’t begin to guess how many times I’ve seen even top producers flounder due to the nonexistence or incompetence of their supposed help. 

During my tenure at LifePro, I’ve scaled the mountainsides of every different type of company imaginable-from the financial services industry to event planning and catering to various departments of insurance.  On this hike I’ve seen a variety of “gems” who I will never forget as well as many “lumps of coal” that I plan to never do business with again.  Following is a map that I hope you will find useful on your journey of discovering the next rare, valuable “rock” to join your team.

Before you begin your search, you’ll need to sort out your exact needs.  This is the key element to finding the perfect match.  Ever read advice columns in the newspaper about someone who’s having difficulty finding a proper mate?  Nine times out of ten, the response will be: “you’ll have to figure out what it is that you want before you can be in a successful relationship with someone else.”  Well, the same rings true for your business; hiring someone like a Personal Assistant is a close partnership that will be built on confidence, communication, and trust.

“Winging it” is a dangerous practice when it comes to the hiring process.  Map out everything for the prospective employee’s job title ahead of time: the main responsibilities as well as projections for future needs.  What are your strengths?  More importantly, what are your weaknesses?  List which areas you think you might need the most help with and rank them accordingly.  Use this list as an aid in constructing your application and conducting your interview. 

Many administrative candidates are skilled in a multitude of areas-distributing mail, marketing, making copies, following up with clients, answering phones-so it is important that you decipher specifically how you best desire each to be carried out.  When doing so, determine what you really wish you could automate and what items you put off doing because you sincerely don’t like doing them.  Natural human avoidance occurs with any daunting project, and avoidance inevitably consumes precious time!  Your support staff will be instrumental in your success.

Logistically, will the person or crew work remotely as a virtual assistant or in your office?  How many hours will be added to your payroll each week?  How much are you able/willing to compensate your staff?  Keep in mind this is your enterprise and it should (without question!) be worth opening up your pocketbook. 

Every executive, book author and partnering company that I’ve spoken to over the years has always offered the same commentary: ample compensation of key employees.  One such charismatic businessman asks his financial students the following: “If you could pay someone $50,000 to make you $150,000, would you do it?  It’s a no brainer!” 

ROI (return on investment) is another acronym that I often stress.  Simply put:  If you shortchange the person you hire, you could be shortchanging yourself. 

Following is a list of ideal qualities you should be on the lookout for when championing this invaluable expedition.

Personality Plus.  Warm, cheerful and inviting.  Truer words were never spoken by a very wise man who once said, “The phone rings for three reasons:  To give us money, to take money away or because the caller dialed a wrong number.”  Encountering a phone drone will assuredly make your calling customer’s experience forgettable at best.  An electric attitude is bound to make a lasting impression with just one conversation.

Professionalism.  A professional style of dress, sensibility, and punctuality.  Your candidate should possess an appealing confidence, a dynamic, “can-do” approach, and the ability to remain cool and patient under pressure.  This person must be  excited about your “big picture” and respond promptly to coaching and constructive criticism should any issues arise.  One revealing opportunity for your interviewee to display proficiency skills is through role play.  Conjure up a variety of mock situations that could happen in your office and play them out with your candidate to see in what fashion they would be handled.

Loyalty and Compassion.  Your new hire is a representation of you, and that point should be taken very seriously. Your employees must go to bat for you, volunteer their accountability and always be conscious of how their behavior and environment is conveyed.  They must be compassionate to your client’s needs and fears, providing personal concierge service to remedy them.

Organized and Focused.  How blatantly obvious is it when someone you encounter is out in “la la land?”  It’s a sure-fire revenue repellent.  Engaged individuals only make the cut.  In this business, a high level of meticulousness is imperative and details are everything.  One number left off an application can mean disaster.  You don’t get paid and your client isn’t insured.  Pick an outstanding individual who is capable of multitasking and can get the job done in a timely and efficient manner, freeing you to do what you do best-sell.

Trustworthy.  Can you tell if a perfect stranger is honest?  How many interviews does it take to ascertain this?  The truth is you can’t, and that is the single thing that scares people the most.  Try seeking recommendations from professionals you trust within your network.  It may not work out 100 percent of the time, but the more you can find out about an applicant from trustworthy sources, the better your chances are of finding someone who is likely to be a good fit.  However, never refrain from going with your own gut instinct, as it is nearly always your best bet.

Ambitious and Innovative.  Be sure to ask about your potential employee’s goals, aspirations and values.  What are they motivated by?  Can you see a certain “spark” in their eyes or demeanor?  These attributes of character can speak volumes about how your associate will perform in the workplace.   You need someone who makes the most of their franchise as well as yours, and more often than not, getting to the top requires an acute talent for “thinking outside of the box.”

Experience and Education.  This will forever remain a controversial topic and is really up to your personal preference.  It has been my experience that a well-rounded soul carrying an equal amount of both traits in their arsenal will be a grand success.  In many instances, one accreditation develops the other!  A scholar with multiple degrees on their resume is mighty impressive, and shows a great deal of gumption.  Nevertheless, “street smarts” are phenomena that cannot be taught in your average classroom.  Even Donald Trump holds an objective mindset regarding this debate when hiring new apprentices for his empire.  Knowledge in your field is often a plus, but never neglect to consider slightly less experienced (and frequently more teachable) prospects.

You’ll definitely need to do some research in order to keep yourself out of legal trouble during formulation of your application and the interview process.  Many helpful sites are available online that list federal and state laws concerning interviews.  Inquisitions regarding age, race, religion, disabilities, birthplace and marital status are among those considered discriminating and are against the law.

I’ve listed the most essential elements to guide you when mining for your next brilliant sparkler, but ultimately it is the characteristics that jibe with you, your personality and style of work that mean the most.  Use my observations for clarity when making your cut.

The process might take some letting go on your part, which is understandable.  Many of us truly believe that we are the only ones who can complete certain tasks correctly. However, the addition of an effective, magnetic teammate can be a true treasure to your practice. Never forget, the best in the business don’t climb alone- they have a safety net of assistants and teams backing their ascension.
Invest yourself in this excavation, and with a little legwork and a lot of patience, you’ll find that “diamond in the rough” you’ve been looking for.