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 that 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 it is clearly documented 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 give 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 or not. No matter what you decide on, 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 it. Don’t forget 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
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