How a Virtual Assistant Enabled 32% Growth in One Year for One Small Business
Using Strategic Delegation to Maximize Productivity and Efficiency
Aigner Chocolates, one of the oldest and most esteemed chocolate shops in New York City, is helmed by third-generation owners Rachel Kellner and Mark Libertini. The 93-year-old shop has grown its business through retail, online sales, and corporate partnerships.
Despite being a successful business with a full-time staff, including a head chocolatier, store manager, front-of-house manager, and additional staff, Rachel found herself overwhelmed with the number of administrative tasks.
This resulted in less time to focus on strategic tasks that grow the business and, most importantly, spend quality time with her family. Things were falling through the cracks, response time was suffering, and in fast-paced New York City, Rachel knew that slow response time could be the difference between landing a client or losing them to a competitor.
Rachel wanted to take control of her time, maintain excellent customer service, and fulfill her commitments. With a complex web of responsibilities to manage, Rachel needed a reliable solution.
The Solution: Hiring a Virtual Assistant
Rachel found her answer with WorkBetterNow (WBN). After learning about the company from a colleague, she didn't even consider other options. "As soon as I was ready to hire an assistant, I knew I was going to work with Work Better Now. It didn't even cross my mind to bring someone on here in the United States," Rachel explains.
Over the past 2.5 years, Rachel has built a transformative partnership with WBN. Initially concerned that a remote assistant wouldn't work for her hands-on business, Rachel discovered that her fears were unfounded. Today, she works with two virtual assistants from WBN who have completely transformed how she operates her business.
Rachel's assistants quickly took charge of her inbox, calendar, follow-up tasks, and client communications. One assistant handles more client-facing work, carefully selected for her communication style and energy that matches Rachel's brand.
Building Trust Through Strategic Delegation
Rachel developed a systematic approach to working with her assistants. She meets with them twice a week, at the beginning and end of the week, to review wins and address any issues. She gives them a task to develop trust, something that's low stakes, if they can do it she’ll give her assistants bigger and bigger tasks.
The result? Rachel now focuses exclusively on just four strategic activities:
- Public relations- Networking
- Morale building
- Leading department meetings
Everything else is delegated. "I don't look at emails, I don't schedule, I don't sign paychecks—nothing," Rachel says. "Now I don't even look at an email. I feel a sense of complete freedom that I didn't have for many, many years."
The Results: Dramatic Growth and Work-Life Balance
From 2022 to 2023, having virtual assistants gave Rachel the space and time to grow their revenue stream by 32%, primarily by focusing on corporate sales, a key growth driver for the business.
But the transformation went far beyond revenue numbers. Rachel describes the change as life-altering:
Work-Life Balance:
- No longer checks email after 5:30 PM- Weekends are for relaxation, not inbox management
- Can focus on networking events without worrying about follow-ups
- "I felt like I could breathe. I feel like I have a life now."
Business Operations:
- Faster response times to potential clients- Ability to be in "10 different places at once"
- More efficient use of her time for high-value activities
- Professional follow-through on all networking connections
Strategic Growth:
During Aigner's busy season (October through May, with October-December being hyper-busy), Rachel can now focus on in-store operations and customer experience while her assistants handle the administrative load. Outside of busy season, she networks extensively, confident that every connection and follow-up is being managed professionally.
A True Partnership: The WBN Support System
When Rachel's current assistant announced her pregnancy during the busy season, WBN's Success Team immediately worked with her to ensure coverage during maternity leave. "They've always been incredibly responsive and receptive to any feedback I've had," Rachel notes.
The flexibility of WBN's model, no contracts, just 30 days' notice, also gives Rachel peace of mind. When her first assistant wasn't working out, WBN quickly addressed the situation and found her a better match.
"My WBN assistants have transformed my life. Once you experience this level of support, it's impossible to imagine going back. It's like night and day, a different world. I'd work late into the night and every moment I could on weekends. Having assistants has literally given me my life back."
- Rachel Kellner, President/Owner Aigner Chocolates
The Bottom Line
For Rachel, the decision to work with WorkBetterNow wasn't just about productivity, it was about reclaiming her life and her vision for what being a business owner should look like.
"I used to say I felt handcuffed to this business. Now I'm finally living the life I always envisioned as a business owner—working on my business, not in my business. When I see other people that look the way I used to look, I'm trying to give them a lifeline, because I feel like that's really what I needed."
For results like Rachel and Mark at Aigner Chocolates, schedule a consultation.
"My WBN assistant, has transformed my life. Once you experience this level of support, it's impossible to imagine going back. It's like night and day, a different world. I'd work late into the night and every moment I could on weekends. Having an assistant has literally given me my life back."
