Anyone bill in advance? I was advised to do this and have done so from the start. I send "renewal" invoices once retainer time is within the last hour of use.

Very interesting ladies. The common thread being signed contracts. I like the skype idea I am going to look into it. Thanks very much

1) Written Business Plan
This is the 'meat' of my policies/Procedures and my master plan
2) Live my Mission Statement
3) Billing Policies and Procedures

1. Signed contract.
2. A $500 retainer from all new clients until I get to know them
3. I do not answer the business line after 6 and on the weekends. Period.
4. We handle so many clients that I require a phone conversation log to be filled out if any phone call is involved. Then I have a record of why they called and when and what was said. I'll tape a phone message to one before I return the call and then document anything important.
5. All emails are saved
6. TRY not to answer emails 24/7 since clients will expect you to drop what you are doing and help them after hours.
7. Invoices due on receipt, I rarely get stiffed, but I do send statements if over 45 days.

Great thread, very informative.

I am working on getting to retainer clients at this time. However, the clients that I have had so far have only been project clients. So I have not actually done contracts with them. But that will become a focus along with the confidentality agreement and what to expect and what is expected.

My number one policy is the customer service and guaranteeing my work.

Always answering the phone and email, and if I am not able to, I will respond back to them immediately.

Creating a database in Business Contact manager for each and every potential and current client the moment I schedule a consultation and maintaining the database with every contact (phone, email, letter, mailings...)

Thanks, everyone, for the great advice posted here. I am a newbie and am just getting my business formally up and running. My father's company has been my only client thus far (so I haven't worried about contracts, etc.), but I'm branching out and need to be protected.

For me:

1. I work on retainer only, so payment and signed welcome packet/contract must be received prior beginning to partner together.
2. All work requests must be sent via email, only. I don't take requests over the phone so there's no chance of writing it on a post-it or piece of paper and it getting lost. It gets sent via email and automatically put in a "to-do" folder.
3. There is a 48-72 minimum hour turn around (I'm usually done with what I'm working on in less than that time frame; however, it is a cushion I have built-in in case something comes up.
4. All clients and I have a weekly, scheduled phone call to keep each other up-to-date. All other phone calls must be scheduled.
5. I don't work Fridays, weekends or holidays. (Fridays are my "administrative days" when I focus on marketing, get caught up on things, or whatever.)

Since I haven't officially started yet, then I guess learn as I go...........or preplan....it really could go either way. But with all of the enlightening information on here, I would hope I would heed the advice and preplan.

Originally Posted by aryanservices

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. Regards, Kajal

Wow how do you get by with this lol. My clients would hate that. They HAVE to talk to me on the phone. Especially one of my clients, he has to talk to me on phone. He's older and would be lost if I made him do it only in email or chat.

Originally Posted by KVA Solutions

Since I haven't officially started yet, then I guess learn as I go...........or preplan....it really could go either way. But with all of the enlightening information on here, I would hope I would heed the advice and preplan.

Hi Joanne,

Good idea to plan in advance. You don't want to be caught off guard if a client should ask about your policies. But like many of us, you'll probably need to revise them as certain situations pop up.

__________________
Leslie
Virtually Done!