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.

__________________
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

__________________
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.

__________________
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.