Bryce Nelson

So much buzz about hiring overseas VA's and remote teammates. It's an incredible way to help your business. BUT there are some harsh truths, blind corners, and reality checks you need to know about if you're going to get good at it. Bookmark this and use it as you start hiring... 1. Many countries are pretty unstable. A recent court case was shocking because an American president was convicted of a crime. This is actually a pretty common occurrence in many parts of the world. Military coups, violent protests, and even civil war are pretty common too. Elections are chaotic and dangerous. This can affect your teammate's ability and desire to work. Be prepared for bizarre reasons why your team is out of touch - it is usually the truth. 2. The planet itself is pretty unstable too. I remember a few years back our Philippine team dealt with a volcano eruption, earthquakes, and a typhoon (we call it a hurricane) all within a 4-5 month period. Our finance manager had to drive 100 miles to get working internet and ended up sleeping in his car and stealing wifi from a nearby hotel. This sort of dedication isn't uncommon actually, but be prepared for your team to have some rough patches that are out of their control. Have a backup plan because... 3. All this leads to rough working conditions. Power can be out for days. Internet for longer. Many people who do remote work have backup options, but they are always slower and less reliable. Be patient, remember how blessed you are to live in a place where this is rare. All of the above points also make an excellent case to diversify geographically too. And then... 4. You'll need to help them with more than just a paycheck. A new computer every 3-4 years is a luxury most people in the world don't have. Many will be working on 10-year-old+ gear. This can slow down projects and communication. Be prepared to pay for upgraded equipment, new computers, 2nd monitors, better internet service, backup generators. That means you'll often have to ship things across the world to them. It's not that hard, figure it out. Hell our friend Baird here is buying his ops manager a house. Be generous to the ones who've earned your trust. You can afford it. Also... 5. You need to learn local customs. Many cultures take an entire month off (try to get something done during Chinese New Year), get paid for a "13th month" (aka a Christmas bonus) and have strict rules about men and women working together - even at a distance (see Muslim cultures). If you're going to have long term remote teammates, you need to understand and work with these customs. Make sure meetings don't conflict with prayer time, find out what holidays they expect to take off, and for god’s sake don't get angry when they take the equivalent of Christmas in their culture off. Which brings me to... 6. Use a light touch. Americans & Westerners are extremely direct, even rude, compared to many cultures. In Asia, 'saving face' or avoiding embarrassment is a huge social force. - Try complementing, then critiquing. - Avoid short, angry messages. - Let things rest a bit to avoid big blowups. Remember it's very difficult to gauge context and intent with text-only messages. Try voice memos and video calls for sensitive stuff. Some teammates will be so embarrassed by your directness they'll just completely ghost you. Be nice, dammit. Speaking of being nice... 7. They aren't very good at saying 'no'. Many western workers are spoiled to death, ingrained in a culture of "that's not my job". That's something most remote teammates cannot relate to at all. And in a small business, having a can-do attitude is a massive plus. But it also means your teammates will tell you they can do things they really can't. Learn to recognize when someone is floundering in a task that is out of their normal purview. It's okay to say "I understand this is a tough one, let's find a different project for you to tackle" and then find a teammate who is really good at what you need. 8. They also aren't used to giving YOU feedback. The bottom-up, team-oriented, everyone-has-a-voice culture is still pretty new/unheard of in most places. Most lower levels workers have never been asked what they would do to fix a problem. It will take time for them to trust they can actually be honest with you with their opinions. So, make sure you don't punish them for doing exactly that. Show them you value their opinion. Take the time to let them slowly open up about their own ideas, but be prepared for a lot of blank stares when you ask these questions in the beginning. 9. This job is a big deal for them. In huge swaths of the world the work choices boil down to - the service economy - factory jobs - or sitting in a call center and trying to be nice to angry Americans Your 5th overseas customer service position may not seem like a big deal to you, but it might be the highest paying job that person has ever had. They want recognition, respect, guidance, thoughtful feedback, and promotions just like anybody else. Give them the attention they deserve, don't take it for granted. Having said that... 10. There's always a second job, just get used to it. In my ecom biz our customer service manager runs a restaurant on the first floor of her home. Our email marketing gal manages her mom's beach resort. Hell, our IT manager is an eye doctor during the day! Almost all of them are caring for multiple generations of family members. It's fine, they'll have other gigs. Find out what they are from the outset and give them the flexibility they need. -- You'll notice most of these tips apply to any onshore teammate too. That should emphasize my main point: these folks, when hired and trained correctly, are high-functioning people with tremendous skill sets that can do incredible work for you. Don't make the mistake of treating or thinking of them differently because they're 'offshore' or VA's. Wish them a happy birthday, help them take vacations, find out where they grew up. They will become intensely loyal to you, and you'll have a kick-ass team you can rely on and grow with... What did I miss? What did I get wrong? Let me know in the comments, and give me a follow if you want to learn from 21 years worth of mistakes in entrepreneurship...