"When we were looking for a VA, I didn't really want another employee to manage, I wanted someone to help manage us. I do that enough in my life. I don't really want to have another person to have to do that with. Maddie manages me, and I'm so grateful for it."
— Nelson Kanning
The Challenge
Nelson and Amy Kanning, owners of Kanning Dental — a family and cosmetic dental practice serving the Lawson and Richmond communities of Missouri — came to BELAY looking for relief. As busy practice owners, they weren't seeking just another employee to manage; they needed someone who could genuinely take the reins.
Their initial BELAY Virtual Assistant engagement lasted around three months before it became clear the partnership wasn't delivering what it should. As self-described relational people, Amy and Nelson found it difficult to voice their dissatisfaction — and struggled to articulate exactly what they needed, in part because they had never worked with a VA before.
It was BELAY Client Success Consultant Garrett who recognized the problem first. Sensing that the Kannings weren't getting what they needed but knowing their reluctance to cause discomfort, he stepped in proactively.
"We had a meeting with him and was like, 'These are some of our concerns.' He knew what potential was, where we didn't see what potential could be."
Garrett laid out several options and ultimately recommended a transition — not as a failure, but as an opportunity to find the right match for both the Kannings and the contractor.
The Solution
Garrett facilitated a seamless transition to a new BELAY Virtual Assistant: Maddie MacDonald. Rather than starting cold, Maddie was given access to prerecorded discovery calls and prior notes before she even met Amy and Nelson — an intentional process that allowed her to arrive prepared and confident.
"It was really nice having the prerecorded conversations that had been had with Garrett. I [went] through all of that first before I even interviewed with Garrett to see if I would be the right fit. I compiled like a bunch of questions because I was like, 'Hey, like I hear these things and I think I could fit this, but what about this and that?'"
Maddie's diligence during onboarding was matched by Garrett's clear communication about why the previous engagement hadn't worked and where Maddie's strengths aligned with the Kannings' needs — giving her both the context and the confidence to hit the ground running.
There was also a brief overlap period with the outgoing VA, allowing Maddie to learn existing systems and processes before diving in. By the time she formally began, the foundation for a strong working relationship was already in place.
"I felt like he was an advocate for us, and I think he's an advocate for Maddie too. He said, 'I need to do what's best for the Kannings.' I think I heard him say that a few times, and he did an excellent job."
— Nelson & Amy Kanning, OwnersThe Impact
The difference Maddie made was immediate. Where Amy and Nelson had previously felt uncertain about what to delegate — or how — Maddie's proactive, directive style put them at ease from day one.
"She kinda took the bull by the horns. It was like, 'This is how we're gonna do things,' and we were like, 'Yes, that sounds great. Let's make it happen.' It's just such a different experience."
For Nelson, who had specifically not wanted to manage another person, the outcome was everything he'd hoped for: Maddie took ownership and managed him — and he was grateful for it. Amy noted that the transition itself clarified something important: they couldn't have described what they wanted before going through it, because they'd never experienced it. The process surfaced their needs in a way that nothing else could have.
Equally meaningful was the trust the Kannings built in BELAY's Client Success process. Garrett's dual advocacy — for his clients and for the contractor — gave them confidence to move forward without anxiety.
"I felt like he was an advocate for us, and I think he's an advocate for Maddie too. He said, 'I need to do what's best for the Kannings.' I think I heard him say that a few times, and he did an excellent job."