These ideas are so on-point! As a newbie, I am researching documents, contracts, P&Ps, etc. and the most important policies keep rising to the top:

1. Have a contract in place! No signed contract, no work!
2. Payment policy: Have one in place and don't deviate from it. It seems like the retainer route is the safest.
3. I would have never thought to list my business days and/or hours, but it makes sense. While reading the threads, I thought, "I'm not WalMart--I'm not open 24/7." Hence, my clients should not expect me to be available 24/7 either.
4. Answering my phone: I didn't think about NOT answering it, but it is a distraction. I need to set reasonable expectations, i.e., listen to voicemail at, say, noon and 3:00 p.m., and return calls then.
5. Have an email response policy to at least acknowledge all emails within 24 hours after receipt.

I also have two separate contracts--one for retainer clients and one for hourly clients, where I fill in the blanks as appropriate. Payment guidelines are also included in each. Should I also reiterate the payment policy (payable upon receipt, letter/email reminder sent on 15th and 30th day; if no payment then on to collections) in a separate P&P?

Thanks for your suggestions!

Cheryl

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Originally Posted by jrymut

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.

Hello thank you for sharing.
Can I just ask if the example you gave above about satisfaction guarantee and 5 hours would effectively mean that you would lose 5 working hours and the client may gain 5 hours work for free if they decide they don't want to proceed under your guarantee? Or would you predetermine the type of work you might do in that 5 hours to protect yourself? For example 5 hours stuffing envelopes or typing letters that you might send back to the client. If they then decide no they don't want to proceed would you just write this off or would you not agree to such tasks? Just thinking about potential areas where a client may take advantage of this - hopefully not though!
Thank you
Sarah

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Sarah Olsen Virtual PA, England, UK

This PDF is just what I was looking for - I was so unsure of the best policies and practices to keep myself from getting in a mess with a client or contractor. Perfect, thank you so much!

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Beth Brass, Virtual Executive Organizer
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