Having procedures in place is essential in a virtual assistant business, even if you currently work alone in your business. In the future, as your business expands, you may decide to take on associate VAs or employees, who need to know how you operate.
Once you have decided how you want to run your business, it is sensible to write a procedures manual. You should also think about whom you would call upon to help out if you have to take a break from the business for any reason.
Here are a few procedures to consider:
What would you do if your computer stopped working, or you lost internet connection? In addition to my business computer, I have a laptop and separate non-business broadband access, so I would be able to use my laptop and access my home broadband until the problem was fixed.
You need to consider the problems you might face and come up with appropriate solutions for each. Having contingency plans in place will help alleviate the stress as and when these problems arise.
What happens when you sign up a client? Think about sending a ‘welcome pack’ outlining how you operate, detailing your procedures, and including any other information you deem appropriate.
In the unlikely event that you receive a complaint, you need to have a procedure in place to deal with it. Think about how long it will take to investigate complaints thoroughly, and to respond to them appropriately.
What is your ‘house’ font going to be? What email signature should you use? Whatever the size of your business, having a consistent and recognisable corporate identity creates a good impression with everyone with whom you interact.
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