For the company I used to work for, I'd send 2 letters, then turn it over to collections. If they didn't pay, you could write it off as a business loss.

Payment Policy: If the client is new to me, I ask for half or all upfront depending on the situation and whether or not anything within the job requires cash out of my pocket to execute; e.g. If a client wants a mailing list, I have to get paid for that first b/c I have to pay the company I purchase the list from. For regular monthly clients, after the relationship is established and I can tell they'll pay, I can bill by-weekly or monthly after the fact instead of by retainer. But sometimes you can tell it's best to keep the relationship on a retainer basis. Lots of judgment calls sometimes.

Policy for Phone Calls: Another policy I have, I let clients know that while I do interact with their contacts by phone, I don't provide the service of "Answering Service". This was a bit of a challenge at first b/c I didn't want to sound like "I don't do windows" kind of thing. I make and take lots of calls but I could tell there was a line that needed to be drawn. Most of my interaction with contacts of clients is to set or confirm appointments so it seems be working so far. I was relieved to see that my clients were understanding. Just as it is important to my clients that I understand what is expected of me, It was a relief to let them know I had some professional expectations of my own. I just made sure I was tactful when bringing it up.

Take care,

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Stephanie Finkbeiner - Balanced Business Service
Helping you balance more than the books

Originally Posted by AwesomeAssistant

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

I'm with you Sue, they would be my top priorities.
If a long term client they pay 2 weeks projected in advance.

Great threat guys!

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Renée - President of BVA!
Only the best VA's!

1. Must have signed contract
2. Must have deposit prior to starting
3. No working weekends/overtime

I never thought about not answering the phone until I heard in a podcast about only checking phone messages and email twice a day - noon and 4pm - which is working great for me. I am getting so much done!

Wow, the things I haven't thought of yet, are mind boggling.
Thanks for all the great ideas, It never crossed my mind not to answer my phone! Now I am taping my phone calls, with my client permission of course, just to make sure nothing is missed. I think I'll be looking into evoice. Thanks

Originally Posted by Office Goddess

I had the same attitude but was told here (and by several other people!) that some people won't contact me w/out a phone number. I publish my cell phone as my business phone number and set my "generic" ring tone to "silence" (I created a 30-second ring tone of NOTHING) . I check my voice mail on the same schedule as me email (3x daily) and respond accordingly.

I have gotten a GOOGLE VOICE number that is forwarded to my cell phone - that way you have the option of taking it or it goes to a business voicemail recording. It is FREE and I love it

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Kim Kaiser, RP, Certified QB ProAdvisor
http://www.backstagevirtualassistant.com

I finally had a chance to read through this entire thread - some really great answers! Thanks everyone for sharing from your own personal experience.

Looking forward to seeing the thread continue to grow

__________________
Stuck in startup? Stop dreaming. Start DOING!
Get the Become a Virtual Assistant eBook for just $29

As a start up business, I have found the information in this post especially helpful. I am working on creating my policies and procedures now and had needed some ideas of what to do. Thank you all.
Thanks,
Heavenlea

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Heavenlea www.meticulousassistance.com

My Terms and Policies procedure are clearly stated on my website and with each signed contract a copy is given to the client. I hate going back and forth in dispute with clients; also clearly stated are my phone answering policies.

Also I found that my clients, follows the instructions in the Policies because I am available up to a certain hour in their day and I have a lot of avenues in which their contact can me. Read my blog on this forum, What I Have Learnt. My clients respect me and I respect them.

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Phyllis L
UNIQUELY40, LLC
http://www.uniquely40.com

Wow, I found this post very interesting and learned a lot. Thank you all for sharing the information about your policies.

Marietjie

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Co-founder Be Virtual Assistant Wise
http://be-virtual-assistant-wise.co.za

I'm in the process of creating my policies and procedures and this thread has been a tremendous help. You all shared so much information that I never even crossed my mind. Thanks again!

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Progressive Business Partners
"Progressing your business to the ultimate level"

Just read this whole thread. It's the only one I've read from beginning to present. It's fantastic.

I listened to the archived teleseminar that Tess mentioned in the first post: Establishing Your Most Important Business Policies. I learned an awful lot there. I think the most important lesson was "having business policies" makes you appear professional and prepared. Also, is it's in the business policy, it's less likely to be argued with.

Write your Policies, people!

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Carrie Hawk

Guess I should have added this.

Here's the link to Establishing Your Most Important Business Policies
http://www.solo-e.com/classes/record...cies-362.shtml

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Carrie Hawk

I just finished creating my contract last weekend and my first client signed it today and returned it with a 50% deposit on the project work! She told me "I was going to hire an office assistant, but decided just to use your services and save what I normally would spend on benefits etc." !!! Hurray!
So my policies are: 1) have a signed contract & deposit 2) provide excellent customer service and 3) late payments result in ceased work until payments resume in full.

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Carol Aldridge
www.ProgressiveBusinessSolutions.net

Being a newbie and having none of this set up as yet, I find this post to have lots of value. It will save me a lot of research and better yet, it will save me a lot of mistakes!
Phyllis, what a great story and inspiration. Thank you for sharing.
Thank you to all.
Mary