Hi Clare,
I also use a va service at present for one of my other businesses. They answer calls during working hours and email me the notes along with the information I have requested. They also arrnage meetings etc for me using a shared google calendar which means we can both see it real time all the time.
I'm with Matt on this people do need to be educated to a certain degree. I think the other thing that is relevant here is people's unwillingness to delegate which is also a major challenge. I would take up Stu's offer and also look at how you position the business.
