I had a conversation today with a potential client and she asked me how I accommodate/handle missed deadlines that are incurred by the VA. (She had a bad experience with a VA)

And I wasn't sure how to answer, I basically told her that I have not experienced this issue but had thought about how that might work. Maybe with additional hours or refund. Told her it was a great question and that I would be posting it to the forum for feedback.

How do you handle this?

BTW - She is now our newest client.

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Monique Terrell, CEO
Sparkle Professional Office Services, LLC
www.sparkleofficeservices.com

Hi Monique,

If it ever happens I suggest providing a discount on your services. How much you discount is your choice.

I found myself in the unfortunate situation of missing a deadline once due to a family emergency. I submitted the project a day late and gave the client a 15% discount because I felt so terrible about it. A discount is a tax write off but your free time isn't. Don't offer your time as a discount. Offer money.

It's always good to have a policy in place because we just never know what emergencies life will throw our way that will keep us from our intended tasks.

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Shari Sultana
Online Business Manager (marketing for retail ecommerce)

That is a good question. So far it hasn't been an issue. I think it would depend on the reason for the delay and whether the delay caused any harm or not. If there was an emergency and I couldn't meet a usual deadline, but it didn't actually cause any harm I probably wouldn't do anything. I would just call the client and tell them I'm sorry and warn them that there would be a delay.

If I was delayed due to the client not getting me the information on time, then obviously that's on them.

If I was late on a project and it caused an actual problem, like a client not being prepared for a meeting or missing a filing deadline then I would probably either give them a discount or reimburse them any late fees, or something of that nature.

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Rebecka Melson ~ Virtual Business Services