Hello all,

I have a couple of question about your business procedures.

(1) Do you guys see a need for or do you have a policy and procedure manual for your everyday run of business? I’m speaking of something outside of your policies listed in your contract.

(2) How do you handle one off small project request from new clients that are not signed up under a formal contract. Do you (a) have the client sign a formal contract for a job that may take less than 5 hours? (b) Have them sign a small work order that details their request and work from that?

Thanks in advance for your responses?

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Katrina
KRB Administrative Resources, LLC

1. I have a policy and procedure manual for the everyday running's of my business. I think that this is paramount to success. If I am sick, etc. I can hand off my P&P to my PM or associate VAs and have my business run just like I would if I was still available. It will also come in handy later if you decide to sell you business.

In my manual I have everything from my business setup, to everything you need to run my business successfully and then I have an addendum for my clients businesses as well. A good resource for VAs for P&P manuals is www.thrivingbusinessmanual.com.

2. I have my clients (new and old) sign a contract before work begins even if it only takes a few hours.

-Becki Noles

Even though I'm just getting started in my VA business, I also have a policy and procedure manual for every phase of my business. I have all new clients sign a contract and if additional work is required, I feel an email detailing the work to be done and the rate is sufficient for most. I make sure to get everything in writing, whether an email or a contract, so I can refer back to it.

Katrina,

I have not done a P&P manual for my business yet. I started up in August and have not done one yet. After reading the other posts here, it sounds like I better get busy, though.

For most of my customers, I do have a written contract. I have only done business locally so far - mostly with people I already knew or with their referrals. That said, sometimes I do just jump right in and do the work. Not the wisest solution, but it has worked for me so far.

I am learning a lot through the forum. I am sure you will, too.
Best Wishes,
Sheila

I do have a P+P doc in place that my clients have a copy of. I do also have a VERY basic letter of agreement in place as well.

Also, along the lines of accountability, I do usually send a "recap" email to the client after they choose me just to again, outline my rate & what I'll be doing for them - assuming this was discussed over the phone initially. Just helps to have something to quickly refer back to if needed.

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shana
www.shanafore.com

I couldn't agree more with Becki, policies and procedures are essential in case you ever need to hand off work to a partner firm for any reason.

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Kittie
Indigo Girl - Your Girl Friday

Thanks to all of you!!!! This forum is so helpful.

By the way Sheila,
I've been in business for a while now but I never had a formal P&P manual done because I have everything listed in my contract. I wasn't really sure if I needed a formal document, but now I think one is very necessary because my contract only list most of my B2B policies, non of my procedures or other business policies.

Again, thanks to all of you!

Also Becki, thanks for the link, I'm going to look into it.

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Katrina
KRB Administrative Resources, LLC

I like the idea of the P&P manual. So handy if you need to hand over to someone else especially in an emergency or if you go on leave.

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http://panachesolutionsltd.co.uk/home.htm

One-off clients do not get a contract but I DO get a deposit on the work first. All other clients get a contract AND I get a deposit up front.

I don't have a P&P manual, but it sounds like a great idea! I have a schedule (list) of daily activities to be done - checking email, phone messages, marketing, VAF posts, etc.

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Lily Chambers, The Virtual Office Goddess, LLC
Author "How to Do Your Own Small Business Bookkeeping"

I will add a policy & procedure manual to my get started list.

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Regeana Crumer
Ms. G's Office Solutions