I was inspired to post this question by an archived teleseminar on the importance of setting up small business policies.

What are the three most important business policies you've set in place for your virtual assistance practice?
And, of course, why are they are important?

Did you set them up in advance of opening your practice or as you went along and encountered the issues...then set up policies in response? (You live and you learn!)

Please reply here with your most important business policies.

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11/2010 ADMIN UPDATE:

Big thanks to VAF member AssetVirtual - Daniela was generous enough to compile, organize and edit this list into a PDF for download for use by other members. Thank you Daniela! Grab the document here, print it out and use it to help you develop your own business policies.

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(1) I don't pick up incoming calls unless they are scheduled. I do this because the phone can be a HUGE time waster. I prefer scheduled, to the point calls. I recently implemented a toll-free, automated system that e-mails my voice mails to me so that I can listen to them in a batch and when I want to

(2) Trust. This comes into play with both my sub-contractors and my clients. I need to trust them and although this doesn't sound like a true policy, it really means a lot in business to want trust and to be trustworthy.

I can't think of anymore right now... It's getting late in the day!

1) Ditto on not answering my phone! and I only check my email 3x daily (1st thing, lunch, last thing)

2) I won't start work without a signed contract

3) Any non-standard work requests MUST be in writing (email is fine). This prevents misunderstandings.

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 that I hold against their final invoice or 6 months, whichever comes first and/or makes sense based on their payment performance.

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Mine..

1. Signed contract--wow, how important is this and I don't work without it.

2. phone calls-- I don't answer calls without having an appointment either. My time is precious and phone calls can drag on.. so if the client wants to talk with me, it needs to be planned.

3. Deposits--I require half of the 1st invoice upfront. Also my late payment policy has saved me several times.. I have it on all my invoices very clearly.

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Winslow Girl Virtual Assistant
www.winslowgirlva.com
Taking Virtual Assistance to the Next Level

Of course the obvious --

1. I won't begin any work unless I have a signed contract.

2. 30 days billing cycle (which I am reconsidering).

3. I wish I couldn't answer the phone, but my husband will call at least 5x a day. Of course, I tell him I overwhelmed with working and it amazes him because I work from home. (wow, what a cliche')

4. Weekly progress reports for the client now (I only have 2) and they are generally email. (Let me know your opinion on this please).

5. Try and not work on the weekends.

As I establish more clients, I believe this will change.

mine will be:

1. the signed contract
2. phone calls (i am NOT posting my phone number on the website as a. it's my private number and b. i hate phone calls most of the time anyway
3. don't work at weekends (i'm normally down at my brothers every weekend, he lives in somerset/devon - and yes i may promote my business down there!! - he may be my 1st client...!!!)
4. payment on invoices (10 days after date of invoice)

that's it for me for the moment...

Originally Posted by OfficeButterfly

phone calls (i am NOT posting my phone number on the website as a. it's my private number and b. i hate phone calls most of the time anyway

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.

We're setting up a Skype incoming number for our business line - it's like $6.00 a month flat and comes with voice mail (among other fabulous options.)
That way our home phone remains private and there's an easy way to turn 'off' the business line but still give clients a way to dial in if need be since it's VOIP.
We have yet to *give* the number to anyone though - email is always the preferred method of contact - it keeps requests in writing, records the progress of conversations, discussion, and agreements and it's easier for me to decipher multiple and/or complicated directives and requests when written.

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hmm i wonder - would it be easier though to get a generic 'pay as you go' sim card? Or, i could get a mobile phone with skype incorporated for under £50... decisions, decisions. what would you prefer?

with regard to phone numbers, I am going to put it at the base of my signatures, but I can't put it on the website....

Great question!

1. Signed contract.
2. 100% satisfaction guarantee.
3. I will not answer the phone if I am in the middle of a client project or after 5:00 p.m.

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Doreen R. Patrick, MVA, ACS, CIVA
www.virtualbusinesspartners.net

Originally Posted by Tess

I was inspired to post this question by an archived teleseminar on the importance of setting up small business policies. What are the three most important business policies you've set in place for your virtual assistance practice? And, of course, why are they are important? Did you set them up in advance of opening your practice, or like I did - as you went along and encountered the issues...then set up policies in response? (You live and you learn!) Please reply here with your most important business policies.

1. all communication through e-mail, even chat records over skype, or MSN is fine, since it avoids confusion. No verbal communications, normally I do not interact over phone.

2. Prompt payments is a condition. Preferably on daily basis in the first week, and then on weekly basis.

3. Signed contract is not required with me, since my payments conditions reduces my exposure for any client. Luckily for me so far the payments have never been a problem.

Regards,

Kajal

This is a great thread!! I was thinking about policies for billing, retainers and just general ways to protect myself but at the same time provide a great service. What about quality of work? Unsatisfied clients? Anyone have policies for subcontracting? Are there any other policies out that anyone would like to share? I want to try and cover as many bases as I can so that I won't have to wonder what to do if an issue comes up. Thanks ladies!

Just out of interest; for those of you who have a policy of being in receipt of a signed contract before undertaking any projects - do you send/receive a hard copy by post or is email sufficient?

I'm just starting out alone so have yet to compose my 3 policies(!) but I'm considering having a 'satisfaction guarantee' as one of them and would be interested in receiving some feedback (am I just opening up the door for a lot of moaners and complainers????)

What a great thread! It really has made me think about what I will have has my company policies.

Andrea

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 / Certified Social Media & Internet Marketing Consultant
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 - Digital Media Manager
http://www.darlenevictoria.com/

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.