Virtual Assistant Forums | Work from Home

JoCarole · #1 (**permalink**) 08-19-2010

Just wondering if there is a general rule on client calls and email communications.

When you first sign on a new client, after your initial consultation, do you have a weekly client call? If so is this billable? What about emails? I know this topic has been discussed as far as excessive communications but I am wondering about general communications.

Would appreciate hearing back on how you handle this in your business?

Thanks!

Your Virtual Wizard · #2 (**permalink**) 08-19-2010

Hi JoCarole,

After the initial consultation, I charge my regular rate for calls, conference meetings and emails. I say so in my contract. I only charge for the information which is applicable to the client's work.

Last week I had a call with a client for 45 minutes but 10 minutes was 'shooting the breeze' which I have to do a little of to show my 'human side'. So I only charged for 35 minutes of that call. I make a point of writing short emails and I group them into one if possible to save time for the client. I also have rules set up so all emails from each client go into a named box so when I need to answer those emails, I do so all at one time and then start the clock from email 1 and then until I am finished.

I don't have weekly calls with my clients unless they request this. I do ask for phone calls when I see them 'waning' or not sending me work on a regular basis. This helps to get them back on track again. I charge for those too.

Janine

VineyardVA · #3 (**permalink**) 08-19-2010

For me... It truly depends on the client's needs. For example, with one client, we might have a phone call once a month just to make sure we're on the same page. The client lets me know he needs it (he's kind of disorganized and likes to talk through stuff with me) and we schedule it. Yes, it's billable. For my other clients, we connect primarily through email. So, they can send me as many as they want, but when we set up the contract, I let them know when I would be checking it. For example, with one client, I handle their emails 3 days a week and handle their work. They may send me emails all week - but those three times is when I bother to look at it. I do this same thing with a bunch of other clients. This makes timekeeping easy, and keeps me focused, and allows my services not be scattered.

JoCarole · #4 (**permalink**) 08-19-2010

This is just what I was looking for Janine, thanks

.

I also appreciate your fast reply. I have a 1 PM Skype chat with a new client and I am trying to get ready everything that I may need to talk about. I like your policy on this and am going to use it as well.

Thanks again...

JoCarole · #5 (**permalink**) 08-19-2010

Thanks Michelle for your quick reply, I appreciate it and also how you handle your client communications.

talentgurus · #6 (**permalink**) 08-19-2010

For me it's depends on requirement and there is no other schedule to have call with clients. Generally it may be twice or thrice per month, some time it may be more than that like:
If we are implementing any new process.
If there is any issue with work.
Regarding reports.
Discussing about work flow.
Any modifications,suggestions from clients...etc

annella · #7 (**permalink**) 08-19-2010

Most clients like phone contact once in awhile - for one of my clients that has me involved in various aspects we meet once a week.

Celestial Caring Enterprises · #8 (**permalink**) 08-19-2010

Hi Annella,
For local clients, my clients want to always meet face to face as well as having phone contact. I have one client that wants to meet bi-weekly. I am fine with meeting my clients if they are local. However, that time is charged. I guess it would be totally up to what you are able to do and your decision involving consideration of your client's want and needs. I hope this helps:-)

virtual writing · #9 (**permalink**) 08-19-2010

Interesting question and responses. So far, every single client is different for me. But I tend to over-communicate, myself, so that keeps everyone responding to me who needs anything - and if I don't hear from them, I assume they're okay for now.

But overall - and unlike everyone else here! - I don't charge for communications. Perhaps I should re-consider ... What I do is actually try to keep my hourly earnings high enough to cover incidentals. It's certainly debatable, though.

reneeshupe · #10 (**permalink**) 08-20-2010

Virtual assistants are similar to coaches, consultants, or freelancers. All of these people charge for their time whenever they are doing something related to their client work. If they charge hourly then that time is billed if it's a project then it should be considered and included in the quote.

I charge for communication by phone with a client as long as it's business related. I won't charge for personal conversation between the client and myself (that's part of the relationship building), emails that take more than 5 minutes to write are charge.

This particular topic motivated me to actually write down my policies and include it with my contract and NDA. Going forward I will now request that my clients initial the pages with the policies to acknowledge they have read the information.