Originally Posted by Coline

If it is possible, I would turn it over to collections, and then refuse to do any work for these clients until they pay their bill. They are obviously ignoring you now, but if they need something in the future, this will be a wake up call to them. I am glad I found this thread, I like the idea of requiring a deposit before starting work. I am going to include that in my contract, along with several of the others ideas I read here.

I normally do require payment up front, except for mailings, since I don't know how many. These are clients I've had since last summer and they've paid up until now. I'm sending one more reminder today.

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Virtual Assistance for Beauty Consultants
MKS Designs Services Pink University

Hi All,

In regards to policies and payments – I opened my business in 2007and since then, have only worked on a “Retainer” basis.

What I mean by “Retainer” is that the client pays me in full before the work commences, and this applies to all services that I offer.

Now, with that said, I am positive that I have lost “prospective” business because of this, as certain new clients where simply not interested in paying in advance. On the other hand, the clients that I presently work with have all been long term, and the new ones, that are willing to pay in advance, usually remain long term also!

As for my policies in regards to late payments? Even if I work on a Retainer basis, if the amount that is due at the 1st of the month is not paid, I will send reminder emails, and withhold all work until the Retainer is paid.

The way I look at this is simple:
1 - I am not Visa or Master Card. I do not offer Credit terms.
2 - I have bills to pay like everybody else, and these bills will not get paid if I have to ‘run’ after the money that is owed to me.
3 - Another thing, do you think that let’s say…Wal-Mart…would let me walk out of their store without paying for the merchandise I’m interested in? Nope!

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Christiane Jechoux / Certified Social Media & Internet Marketing Consultant
Virtual Managing Associates

My policies are that the clients knows and understands that I am not an employee.
2. Email is the primary source of communication
3. All clients must sign a confidentiality form.

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Talanda
http://www.ffbusinessservices.com

WOW...what a wonderful wealth of information here. Thank you to everyone who responded. In the past I've just emailed a "recap" of our phone conversation to the client and sent invoices via paypal each week to be paid on receipt. I think now that I'm basically starting over, it's time to set up Policies and have specific contracts.

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Roxanne Green
Your Virtual Assistant

I've read some wonderful policies!

I think my three are:

Clients adhering the boundaries (business and personal) I've set
Not working until ALL paperwork is signed and returned with deposit
Timely payments/don't sign if you can't afford

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Lisa M. Bryant | www.jirehvirtualsolutions.com

While my business is just getting off the ground I do have a few policies and procedures in place. One policy I have is that I conduct background verifications for education, certifications, and sometimes employment to ensure my VAs are experienced and possess the necessary training and education to conduct the project or task at hand when required. Although, not all projects and tasks require a background verification. I want to ensure my clients feel secure in releasing proprietary and/or, in some cases, personal identifiable information of its workforce in addition to gaining their trust.

When finishing a project or tasks, I asks clients to conduct a survey measuring the quality, quantity, and timeliness of the service they received. In return they will get a percentage discount from their total bill for the task or project. This helps me to improve my services and customer relationship.

I enjoyed this thread, very interesting, great ideas and suggestions.
Jdoy

New VA's!! Go back to the very first page to download a compilation of policies. So much good information on this thread. I am in the process of writing my own policies and procedures, but my biggest challenge is rewiring my thinking. After twenty years of office work, setting my own time and boundaries has been more difficult than I anticipated. great tips on setting yourself up for success. Plus the policies on the financial/ contract side of the business are well worth the time to read through the thread.

Good Luck to all!

Cindy

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Cindy
Cindy@cynsationalservices.com

I understand how answering incoming calls can be a time waster for a person as the owner, but why not have someone else do it for you? As a virtual receptionist, statistics show that as high as 80% of those that call you won't leave a message. People just call the next business on their list. With so many virtual assistants around, there's bound to be one who will answer. That's a lot of business and dollars you could be losing.

PS. I learned my lesson a while ago about listing a home phone and cell online. Don't do it. I still get calls years later and now I don't answer my personal phones unless I recognize the numbers. It's very annoying. When using a virtual receptionist, you can get a number to advertise so you don't need to use your personal numbers.

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Veronica Redmond, virtual receptionist, bookkeeper, and assistant
www.virtualrst.com 614-441-9496

What a great collection of information!
I am working on my Rates & Billing information today (my commitment to my Accountability Group) and found so much useful info here from fellow VA's.

Thanks to everyone for sharing your policies and practices - it is extremely helpful to those of us who are just getting started. I appreciate your input!

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Melody
Just Call Melody Inc.

Originally Posted by Elenora

Hi All, As for my policies in regards to late payments? Even if I work on a Retainer basis, if the amount that is due at the 1st of the month is not paid, I will send reminder emails, and withhold all work until the Retainer is paid. The way I look at this is simple: 1 - I am not Visa or Master Card. I do not offer Credit terms. 2 - I have bills to pay like everybody else, and these bills will not get paid if I have to ‘run’ after the money that is owed to me. 3 - Another thing, do you think that let’s say…Wal-Mart…would let me walk out of their store without paying for the merchandise I’m interested in? Nope!

Outstanding! I totally agree with you!