Another Case study
Case Study

My client

Property consultancy offering core building surveying, architectural and CDM duties across the healthcare, education, commercial and social housing sectors across Devon, Cornwall and Somerset.

The brief

Prior to establishing the business in June 2020, T.H.EDE’s owner had been an Executive Director for another construction firm, with PA support. In order to set up his new business Mark had to become a multi-tasker. It was a significant investment of time for him, not just in the running of the business, sourcing new customers and managing the operations but also undertaking all the background admin required in getting a new business off the ground. This was unsustainable long term. Mark approached me asking for help.

The solution

What did you do initially to get things under control? I worked 1 day a week for Mark for about 12 months while still working full time prior to launching my VA business, so it was a bit different to creating a new relationship and working methods. I don’t think this should be included as strictly speaking I was employed the other 4 days a week. Could we just jump to “now on a day to day basis”? Or perhaps add

Mark needed assistance with typing as it was taking up too much of his time, and setting up a document filing system to enable him to manage projects for his various clients.

Then, talk about what you do on a day-to-day basis and how you make life easier / better for your clients. For example….

Now, on a day-to-day basis, I’m Mark’s go-to.

The main support I provide is audio transcription of emails and many documents such as monthly reports and project documentation. What does this do for Mark? Eg ensure he can respond more quickly to customer / make him more organised, etc? This allows Mark to focus on the next task or meeting knowing the document is being produced. I also ensure the presentation allows Mark to not spend a lot of time checking prior to issue, as I check the formatting, layout and grammar are correct.

Documents are shared through SharePoint to maintain confidentiality and version control. I maintain a programme spreadsheet showing project progress, payment applications and authorisations, which I draft for Mark’s approval. I also ensure all pertinent information such as email correspondence, stage reports and payment certificates, is saved to the SharePoint to maintain a project filing system. What does this do for Mark? Eg ensure he is compliant with legislation / make him more organised, etc? This increases productivity as information retrieval is easier when documents are easy to access and stored in a logical manner.

I also provide a point of contact when Mark is on holiday, allowing him to relax and enjoy his time off, without worrying about the day-to-day running of his business. I monitor his emails so queries can be dealt with quickly and any issues redirected to an appropriate person to ensure project continuity.

Key services

Service 1
Service 2
Service 3
Service 4
Service 5

What the client says

“Working as a sole trader is sometimes a thankless task with never enough time in the day to get all those tasks completed. Smart Cookie VA has been that magic piece of pixie dust for me – whatever the task, from arranging and booking meetings, chasing up leads, working the telephone , audio dictation, email management and general administrative support, my business just wouldn’t survive without her. I couldn’t recommend her highly enough.”

Mike Smith

Managing Director

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