Background

Here is some information that you'll need to know before your first discovery call.

1. Our Ideal Clients

• We work best with coaches, consultants, and trades.

• 90% of our clients are service-based businesses.

• The only clients we don’t work with are barristers (other types of lawyers are fine). If a barrister enquires → advise we have no capacity.
  
  

2. Our Services

Two core offerings:

1. Virtual Assistance – personal assistance, admin, executive support.

   • Only onboard once a fortnight for each VA, don't book back-to-back weeks.

2. Bookkeeping + Payroll – right through to GST return stage.

   • We don’t do tax planning, tax advice, or end-of-year accounts.

   • We only onboard bookkeeping clients from the 15th of the month, typically with no more than one per VA per month.
     
     

Capacity:

• We currently have availability in the EA and bookkeeping teams.

• If extra support is needed, we can hire subcontractors.

• For an up-to-date capacity check, ask the VA Team Leader (who tracks each team member’s specialty). 

3. Creative Services (Wildhouse)

• Separate brand launched Feb 2024 → Wildhouse, run by Anesha.

• If a lead asks about creative services → say yes, get details, then refer to Anesha.

• Services include: websites, graphic design, photography, podcast management, social media.

• VA/Bookkeeping and Creative services are billed separately (different rates, different invoices).

4. Service Plans & Pricing

• Standard plans: 10, 25, or 40 hours (can be customised).

• Pricing tiers:

  • 10–24 hrs → 10-hour rate at $890+GST per month (+ over hours if approved)

  • 25–39 hrs → 25-hour rate at $2100+GST per month (+ over hours if approved)

  • 40+ hrs → 40-hour rate at $3160+GST per month (+ over hours if approved)

CHARITY RATES - for charitable trusts - check register > https://ct-register.companiesoffice.govt.nz/

• Charity rate discount 10 @ $800/month | $9,600/annum

• Charity rate discount 25 @ $1,900/month | $22,800/annum

• Charity rate discount 40 @ $2,840/month | $34,080/annum

We present our recommendation in the proposal as a yearly investment (to compare with salary) rather than hourly. With the investment tab detailing the monthly cost, NEVER refer to the hourly rate unless they ask what the rate is for approving over hours.

• Flexi plan:

  • Higher hourly rate at $95+GST per hour

  • Used mainly for filler clients or cautious leads trialling us.

  • If potential is there, we’ll accept Flexi to get them started.

5. Client Start Dates & Billing

• Service plans always begin on the 1st of the month.

• If a client starts mid-month:

  • They go on Flexi plan (at their chosen service plan hourly rate).

  • Agree a budget of hours (e.g. half the plan if starting mid-month).

  • Invoice sent end of month (due 7th).

  • From the 1st, they move to full service plan → they’ll pay 2 invoices that first month (flag this clearly).

• All service plan clients must be on direct debit (GoCardless). The link is sent in the handover email.

6. The Team & How We Work

• Approx. 26 team members, based across NZ and globally.

• Clients get:

  • One assigned head VA (single point of contact where possible), unless they need to deal with other pillars of support directly (Bookkeeping/Admin/Creative)

  • The head VA manages tasks and delegates internally if specialist skills are needed.

  • The benefit = access to a whole team’s skills, without having to manage a whole team.

7. Why Choose an Agency (Over a Freelancer)

• Full skillset of an entire team, with just one person to deal with.

• Cover for leave/sickness: backup VA steps in seamlessly (no retraining needed).

• Client handbook:

  • We create a process/training manual with everything documented.

  • Saves repeating yourself, and doubles as a training resource if you ever hire an employee.

• Account Manager (Brenna):

  • Clients never deal with HR/admin.

  • We handle recruiting, training, managing, and replacing.

8. Logistics to Note on Calls

• If asked about start dates → check with Teesha/Courtney in the (can sometimes start immediately, sometimes need to hire).

• Always mention our NZ-based team + global support.

• Highlight that we’re an agency model → stability, backup, and depth of skill.