Evening,

Company policies?

Hummm...

• I always answer my phones after 5pm.
• I answer all emails, even on weekends, and call back on a Sunday if needed.
• My holidays are my clients holidays.
• The only time my clients will hear my answering machine is a: I am busy with another client b: Read the above.
• Did I say my clients come first?

What can I say, I love what I do, and I love my business.


All the best,

Elenora

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Christiane Jechoux
Virtual Managing Associates

Here are my three most important policies:

1. Signed contract before begin work.
2. Deposit from all new clients
3. I don't work weekends and I don't answer the phone after 6pm on weekdays. If I did either of these things I would never have time for family.

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Darlene Victoria Gonzalez
The Voice & Vision Behind Your Business

I don't know if this question belongs here or else where - does one come up with their own individual Terms and Conditions or is there another route to go with this. In doing my research on VOA's most all have this on their site. Thanks in advance for your help.

1. Signed contract (I sign it too and give the client a copy so they feel that I've committed to them also.)
2. Confidentiality agreement (Again, the client needs to know that their information is confidential and private.
3. Deposit or prepaid retainer in hand before beginning a project.

Sue Canfield
Awesome Assistant

After a "screaming" email from a client at 11:30 p.m. on the 4th of July because I didn't pick up the phone that day, my new #1 rule is:

1. I DO NOT WORK ON HOLIDAYS, AFTER MY "NORMAL" OPERATING HOURS OR WEEKENDS, unless there's prior agreement between me and the client.

2. Signed contract & $350.00 non-refundable deposit to be applied against work to be done.

3. Clients must communicate their to do list and short- and long-term goals to me on a regular basis, because that's what I do for them - help them achieve their goals and I can't do it unless we're both on the same page with the to do list and goals. We agree to "regular" during our negotiations. I have clients I communicate with on a weekly basis, and one that I "check in" with every other month.

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Dana Fortier
Fortier Business Solutions

I use evoice, pay $4.95 per month for a number that is used on my website and for business cards. Calls go directly to my email and I can listen when available -- protects my time and privacy until I want to give out my number. They have other options for higher rates, but this works nicely for my present needs.

Sharon

Hmm...

Interesting answers. Raises a few questions for me...

Anyone want to explain their policies a bit more? Is a signed contract really that important, does anyone have examples as to why? One response stated they did not use contracts because of their payment plan...what does that mean?

Don't answer the phone? HOW? I am flabbergasted. Truly. I thought the phone was the lifeline. Hm...maybe I am just really good at multi-tasking? I talk on the phone and do all kinds of other stuff at the same time (alphabetizing, typing, filing). I will probably go with the not answering my phone "after hours" though.

I am definitely staying away from "quotes" as I mentioned my "new business" to a friend and that I would still be able to "pay" myself the same wage I make at work...she asked me to do a job and it wasn't realized by me until afterwards that she thought I would work for $15/hr for the job...so I cut her some slack on the invoice and told her misunderstanding. bye-bye $45...

I like the progress report idea, think I will have to do that. My sister and I do this back and forth so that we know what we are working on and where we are (still putting it all together, but it is a good habit to start now, especially since we work together over 3000 miles apart!)

One per week - one new lead per week or one new cool tool/software/website that I can use or share with my clients. Not a hard goal to keep up with. I think I will be changing this to one lead per week once I really get rolling. For now, I am trying to keep my head above water. Just getting everything in place, website, business cards, contacts, and already got my sticky fingers in the pie (could not turn down a client, this was before I figured out the "name").

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Ferguson & Kurtz Professional Services
"where the virtual meets professional"

Now I know whats important with my business. Going to tweet my list a little

1. Customer Service. I make it a point to answer any calls coming from clients. If unable to answer the phone, they know to leave a message or email me. I respond ASAP.

2. Relationship. I strive to develop a genuine rapport with my clients. Upon signing them on, I get their birthday and anniversary dates in order to send those cards along with holiday cards. For me, business is no longer transactional - its relationship based. This has retaining power.

3. Accepting credit cards. My clients, retainer and project, who utilize my services have given me their credit card numbers to keep on file. Once I send them my invoice with a detailed time report attached, I ask for them to review and approve. If I do not hear from them within 48 hours as per the contract, I bill accordingly. Most often, they respond with authorization approval. I then bill, mark the invoice as paid and send a copy of the paid invoice to them for their records. I am paid within 3-days after invoice.

Although not official as of yet the policies I'm working on that I feel are most important are as follows:

1. Rights and Responsibilities - what I expect of the client and what they can expect from me.
2. Payments - initial deposit, final payments, NSF and late fees

Originally Posted by Tess

My own most important policies include: -Late payment policy- (I bill on net 14 and anything later is penalized, and again if not paid by 30 days. After that it's another story) -Deposits- *every* new client makes a straight $500 deposit for any major or ongoing project that I hold against their final invoice or 6 months, whichever comes first and/or makes sense based on their payment performance.

Hi Tess,

At this point, I only dream of a $500 project, but what do you consider a major project? In hours.

Thanks,
Lezly

Hi everybody

I really appreciate all of your ideas, it helps me as a newbie what policies I should put in place. Here are mine so far:

-I always answer phone calls from clients
-I have two monitors and keep one open for my email, as soon as I see an email come in from a client, I respond ASAP

-Holly

Wow! I got some thinking to do....especially around payment and late payments. Thanks everyone for your great ideas and help.

Pamela

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Pamela
CMB Business Solutions www.cmbbusiness.com

This is an awesome thread. Thanks everyone for sharing this. I working on getting all this pulled together. I am unable to answer calls outside of the time I set aside for my business because of my full time job. But will answer customers asap when they contact me whether it is by phone or by email.

Robyn

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Wiemer's Business Services LLC

These are fantastic ideas! Especially limiting phone calls unless scheduled.

One of my top 3 policies will be satisfaction guaranteed, but this thread has made me think through how exactly that will work.
Ideas?