Always Document Your Virtual Assistant Business Policies…It Will Make Your Life Easier!

Have you taken the time to document your Virtual Assistant business policies AND share them with your clients? If not, you should as soon as possible. Because this document will help you stand out as a professional by showing your clients you’re a serious business owner.

When I started out, I didn’t have Virtual Assistant business policies, so I created them after getting the same type of questions each time I brought on a new client. I included the document in my New Client Welcome Packet and went over it in more detail during my New Client Kick-Off call.

What Are Virtual Assistant Business Policies?

In a nutshell, it’s a document that explains to clients how you run your business! It’s also part of your New Client Welcome Packet that you share with every new client.

Why You Should Create This Document

I know many business owners who have not documented their Virtual Assistant business policies or shared them with their clients. This can cause potential problems.

For instance, let’s say that you charge an “urgent fee” for last-minute tasks or projects. Now, you may have told your client, but they may not have “heard” you or understood exactly what an “urgent fee” is or when they would be charged one.

Imagine their surprise when they receive an invoice that includes an “urgent fee” of $75.00 (just an example)! They could be very unhappy to find out that you charged an extra fee to have their work completed by their last-minute deadline.

In your first meeting, go over your Virtual Assistant business policies in detail, make sure they understand them, and address any questions or concerns at that time. This way, there are no surprises. Also, add them to your Welcome Packet!

Some Examples You Can Add To Your Virtual Assistant Business Policies

If you’re not sure what to include in your Virtual Assistant business policies, here are a few tips to help you get started:

#1 – Business Hours

Include whether you work weekends or nights.

#2 – Rush or Urgent Fees

If you charge a fee for last-minute tasks, please be sure to clearly document what constitutes a “rush” fee and how much you charge.

#3 – Referrals

Do you give existing clients a discount if they refer someone who becomes a client?

#4 – Average Turnaround Time

This is key for Virtual Assistants: What is the average turnaround time to complete tasks? Be sure to document that all tasks are different depending on complexity, but you can include an average.

#5 – Emergencies

How do you handle life’s emergencies? Do you have someone who covers for you while you are out of the office?

#6 – Holiday Schedule

What holidays do you or your team observe?

#7 – Refunds

Do you offer refunds? No matter what you decide, make sure you add it to your business policies document.

How Often Should It Be Updated?

Your Virtual Assistant business policies are a living document. Be sure to schedule time monthly or quarterly to update them. Remember to send the new versions to your clients and discuss any changes with them the next time you meet.

What have you added to your Virtual Assistant business policies? I’d love to know. Please take a moment to leave me a comment and share your thoughts.

You can learn more about the processes and simple hacks that will help you to build a professional business relationship with your clients in my post, Virtual Assistant Client Management 101: How To Show You’re Worth Every Penny!

Thank you – Susan

PS: Ready to embark on the journey of building a freedom-based business? Join me in Techie Biz in a Box, your comprehensive guide to leveraging systems, automation, and tech. Discover how to streamline your processes and reclaim precious time for the things you love. 

Susan Mershon
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  1. Vena Jensen Blitsch

    Great suggestions, Susan. What do other VA’s do if you don’t have someone that can cover for you?

    • SE Mershon

      Hi Vena,

      Thank you for comment. I recommend reaching out to other VA’s that you know from working together on a team or someone you have a relationship with to discuss the possibility of being Trusted Partners. It does take time to find the right one and so worth it when you need them.

  2. Kim

    Great advice Susan!

    • SE Mershon

      Thank you Kim!

  3. Chrystal

    Great article! I use a Terms and Conditions page at the end of my client contract

    • SE Mershon

      Thanks Crystal. I have them in my contract as well but most people don’t read the fine print. So to avoid any hiccups I created a separate business policies document and send it in my Welcome Packet to new clients.

  4. David Wander

    Good points, but all of your tips should be included in your contract. This way you can refer your client back to your contract and you have it signed off on.

    • SE Mershon

      Thanks for commenting David. They are also in my contract! Clients usually don’t read the contract they just sign it – that is why I have a separate document that I can send and review with them.

  5. Rhonda

    Great advice, Simple and insightful! Do you recommend listing this on our website as well or just in the client documents?

    • Susan Mershon

      Hi Rhonda, thank you! I would just include it in your client documents as part of your welcome packet 🙂

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