I love this thread! I just signed my first client and am working on my welcome packet. This thread has already taught me so much about my policy and procedures!

I like the "Rights and Responsibilities" post.

I had an issue this week where one of my clients simply didn't have the time to proof my work after I was finished, and he is a (new) regular (about 2xs per week). Every time I requested his review and approval he told me to go ahead and email it to the third party requesting the information from him each time. He didn't have the time to read them.

Yesterday was an eye-opener. Fortunately I had the original fax he sent me with his original handwritten version of the document in question. My new policy, is NEVER to proceed with instructions in emailing to a third party unless you have a signed approval from the client and written instructions including the third party's name and email address they need the document sent to....this is a deal breaker now.

Also, do not release work to new clients without payment at the time of service, until you have established a good working relationship.

Billing....2x's per month.

Sandy

I noticed that many people stated that they didn't list their number or take calls. I can understand the reasoning behind it; however, I think being accessible to a person is an important part of any business.

This is an awesome thread! As a newbie going through the workbook about getting started, it helped me alot. I learnt so much and was able to compile my business policies. Thanks all.

I'm still working out official policies, but one mental policy I make is "Just because a client thinks it's an emergency, doesn't mean it is one."

I take pride in providing good service, however I have one client who thinks every request she has is a red-alert, #10 high level emergency. I was getting exhausted stopping my other work to attend to her requests until I realized that she always sounds demanding.

Once I realized this, I readjusted my mental policies. Now I take her requests and calmly put them in their proper place in my queue. I respond to her in good time, but I'm less influenced by her urgency. It has taken time to retrain her expectations, but I'm getting there.

As my business expands, I'm creating more and more formal policies, including contracts and prepayment instead of invoicing for work done. This thread has given me a lot of good ideas for my systems.

Thank you everyone,

Julia

This is a super thread!

I plan to have a contract, set appointments once a week or so with clients to ensure we're on the same page, and to require a deposit especially with new clients who want either retainer or project agreements.

I especially like the maintaining history of emails, accepting changes to work orders via email, and recording conversations to ensure understanding of clients' needs.

I don't understand what satisfaction guarantee means.

I also don't get not answering the phone during business hours. How does one maintain client building or maintaining business relationships if the phone isn't a good means of ensuring a smooth flow of information?

__________________
A L Camien
Stuck on tagline

My practices were set up before I started my business. I have added, changed and refined them as I have grown in my business.
1. Always conduct three interviews with prospective client;
2. Always get a signed contract and first month's pay before beginning work;
3. Always listen to my intuition.

These are just a few - but it is a really good start. Having a business plan in place helps you to think of these things ahead of time. A business plan is a must - for any business. Try to find clients who have business plans.

__________________
Patti Seipp, Virtual Administrator
http://pattiseipp.com

Dear alcbiz,

I don't know if I can completely answer your questions, but I'll take a shot at it.

I've just started a satisfaction guarantee that works like this: when I have clients that pay on retainer, I use the first 5 hours as a "no questions asked, money back guarantee" introductory period. 5 hours is enough time for them to see what kind of work I do. It gives a little time to get up to speed for both of us. If they don't like me for any reason, they get their money back and the contract is null.

After that, I go to dispute resolution. First I ask that both of us commit to trying to find a solution. We actively work to find corrections that please both of us.

Ultimately, if the client wants out of a contract, I let them go. Who wants to work with someone who is hating you? On the other hand, a contract is a contract and I want people to commit to me because I invest in them. So after the introductory period, "satisfaction guarantee" is a little more nebulous.

If I have a per project contract, I'll come up with some other method to measure an introductory period, but the point is that I want a new client to feel assured that they won't regret hiring me. I want them to feel confident that it will work out. Nothing says confidence like money back guarantees!

Your second question is about phone calls. I think the phone call policies depend on the type of work you are doing for people. On-going, regular work does not require constant phone contact. If there are little bumps on the road, 95% of them can wait until the end of the day to be addressed. Clients can feel like your responsive, but they will also know that you are efficient and productive if you answer calls at once at the end of the day. I often use the policy as a teaching moment and encourage my clients to adopt the same policy in their businesses.

When I have a time sensitive, one time project that is getting updated and changed (once I was writing and ebook and it was getting near the launch), I make myself more available on the phone. I screen my calls and if it is the client that needs me, I'll take the call.

I really like the expectation that I pow-wow with clients by appointment and then they let me get to work. This forces them to organize their thoughts and it gives me the time to really work.

I hope this helps,

Julia

PS. When I have little questions that need more information, I'll often use Skype IM. I can post my question when it comes up. My clients can answer when they have time. The answers are waiting for me later. I find this works great if we need immediate communication.

Julia,

Thanks for the explanations.

I have a slightly different thought on your satisfaction guaranteed. I plan to offer retainer clients a 3-month trial period (could be longer, could be shorter) in which we will learn about each other and also determine how many hours, if there are any questions about usage, the client might use under a longer time frame. My goal is to give clients value, but also to give me a degree of security.

__________________
A L Camien
Stuck on tagline

Hi AL,

Here's an even different twist:

I spoke with a VA earlier this week. She has the first 3 or 4 months as a non-negotiable contract. At the end, they adjust their hours and go to a month by month contract. She says that her arrangement assures a commitment from her client and gives them enough time to work out any snags. After that, the clients are "in" and a month by month contract works great.

It's interesting, isn't it? So many different ways to do it.

Julia

I just read through this whole thread for the first time. It has some really great ideas.

I'm a little conflicted about the telephone policy. While I totally understand the idea behind not answering the phone for existing clients without an appointment, I do not understand that concept with potential clients. I have heard (and I truly believe) that if a PC calls you and doesn't get an answer, they are just going to call the next name on the list. Case in point, I got another new client this week from the QuickBooks ProAdvisor website. Had I not answered my phone, the client had many other numbers right there to call.

Since I can't readily distinguish whether it is a client or a PC calling (yes, there is caller ID but a client can call from a different number), how can I not answer the phone?

__________________
Stacey B. Stahl, Owner/Virtual Assistant
CuttingEdgeVirtualAssistant.co m