I'm still in the process of creating and refining all of my policies and would love to hear how you handle charging for time spent on the phone and responding to clients by email.
Do you charge it by the hour? Have special rates for correspondence (and, if so, is the rate at the lower end of the spectrum or higher)? Not charge at all? Etc, etc.
I charge my standard rate in 15 minute increments for phone calls or emails that take more than 5 minutes to handle. I schedule phone calls for a specific time; I don't answer my phone unless I am expecting a call. If I spend less than 5 minutes on phone/email correspondence, I don't charge.
When I open an email, I automatically categorize it and set myself to follow up either today or tomorrow. I do not charge for that.
All phone calls, long or short are charged except for the initial consultation. I do not bill in 15 minute increments.
When I go back through my categorized and scheduled emails that's when I begin to charge my client, and I try to take care of everything that I can for them at once.
So far, I'm finding that hashing out all of my policies and procedures has been the most trying part of my business... so every bit of shared wisdom is extremely appreciated. It's so nice to not have to entirely reinvent the wheel!
I was reading through the http://www.virtualassistantforums.co...s-policies-794 post and noticed how many VAs schedule their calls with clients. I was curious to see if there were any additional VAs who charged clients for phone time...Laura
If the client calls me and it's unscheduled then yes they are charged for the time. If I call them to get an answer to something I'm not clear on then I won't charge them, but generally I'll email them rather than call.
I schedule regular calls with me clients (which they are charged for) and most emails I don't charge for unless there is extensive research or a lengthy reply is required. I do, however keep track of everything using my time tracking system whether I bill or not, simply so the client can see should they review the information when it's provided.
Our service like, coaching or consulting, deserves to be paid appropriately for our time and phone consultation is part of that process. I of course will adjust my call times with a client if we have spent a portion of it talking about non work related stuff.
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I agree that phone time is billable, and I don't answer my phone either unless a call is scheduled in advance.
Emails are billable, in my opinion, if it's an-advice or information-seeking conversation - where my role is to consult with the client in some way where I'm sharing my expertise or brainstorming a new project with them.
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Boy do I agree with you! I want to be fair to potential clients, but I want to earn a living wage too. I don't think they're mutually exclusive, but sometimes I wonder if I'm being unreasonable--especially when I place bids on, for instance, eLance.
Wow, I guess I never thought to bill for phone calls and emails are to only schedule my clients calls. Again, another thing to add to my policies manual.
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I have never billed for phone calls or e-mails but so many of my clients are local plus some of them I go to their offices which I hate. It takes so much time out of my day to and from my clients offices. Do any of you work in clients offices and if so do you charge them for travel time? I have one client that when I arrive at her office the first half hour she is talking about personal things. I consider this person as a friend and so far I have not been charging her for that half hour but it's really wasting my time. Does anyone have suggestions?
Billing for Email & Phone Correspondence Time
Lily Chambers, The Virtual Office Goddess, LLC
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