ONBOARDING

Business Policies & Office Hours

 

BUSINESS POLICIES

I want you to be familiar with policies/procedures so that things can run smoothly between us. Please read these very carefully so that there are no misunderstandings later on.

The procedures, practices, policies and benefits described here may be modified or discontinued from time to time. We will try to inform you of any changes as they occur.

COMMUNICATION

Who To Contact.

As a client of Simply Assist Virtual Assistant Services, Rigel Jones is your main point of contact. Rigel may assign a different point of contact in the event of her absence.

Methods of Contact.

The primary method of contact with Rigel is via email.  Rigel checks emails 2 times per day (once in the morning, and once in the afternoon).

If you have scheduled a time to work together on a project, then it is reasonable to communicate by the quickest means, such as phone call or text.

Please understand that sending Rigel messages via Text, Facebook messenger, or Skype does not guarantee a response as we do not utilize those methods as business related correspondence unless otherwise agreed previously in writing.

Rigel does not accept unscheduled phone calls but feel free to leave a voicemail, and she will return your call in a timely manner.  If you are a client, please use her scheduling calendar to schedule your calls.  This unique link is emailed to you on a monthly basis.

TURN AROUND TIME

When you contact Rigel, you will typically receive a response within 24 hours. Again, Rigel checks email 2 times per day. Turn around time for tasks and projects vary and will be indicated in project management tool or discussed with client.  Typical turn around for tasks can vary from 24-72 hours.

Responses are not guaranteed during non-office hours.  Scroll down for our office hours, vacation, and Holidays.

Responses may be delayed in the event of vacations, holidays, or emergencies. Rigel will do her best to make you aware of these delays in advance.

STRATEGY / TOUCH BASE CALLS

Scheduling Calls.

Clients will receive an automated monthly email, reminding you to schedule your calls for the month. This email will contain a link to the calendar(s) where you can pick a day/time that works best for you.

The times displayed on the calendar reflect Rigel’s true availability, therefore if there are no days/times that work for you, please do your best to make something work. If there is truly nothing you can do, then you may reach out to Rigel to attempt to manually schedule another day/time.

Please remember that it is your responsibility to schedule and make use of these calls. The calls are provided on a first come, first served basis, and your time with Rigel does not roll over. Therefore, we recommend that you schedule your calls in advance as soon as you receive the reminder email(s).

Re-Scheduling or Cancelling Calls.

If an unusual situation occurs and you need to reschedule, please give us as much advance notice as possible. As with any professional service business, a minimum 24-hour notice is expected via email or text.

Length of Calls.

Strategy / Touch Base calls vary from 15-30 minutes. If you call later than the scheduled time, the call will still end at the originally designated finish time, as we have clients scheduled before and after your call.

Getting The Most Out of Your Calls.

In preparation for our calls, we ask that you complete a Progress Form, at least 48 hours in advance of the call. This will allow Rigel ample time to review and prepare to bring the most value to your session. This form will be emailed to you upon scheduling.

ONBOARDING FORM

If you haven’t already done so, please fill out this ONBOARDING FORM as soon as possible, so we can get to know you and your business a little better.

DECISIONS

You are responsible for decisions made about your home life, work and your business. We are happy to share our opinions, offer resources, or make referrals. However, it is up to you to decide which, if any, to act upon. If you decide to take a recommendation, it is your choice and you take full responsibility for it. If you decide to work with someone based on our referral, you must know the workings of that relationship will be entirely separate of our relationship with you.

FEEDBACK

Feedback Forms.

From time to time, Rigel will email you to request Feedback, along with a form to submit the feedback. It helps her to know what you like about her Virtual Assistance Service, what results you received, and any potential areas for improvement that you can identify for us. Because we are committed to creating a quality experience, we do take feedback very seriously.

Testimonials.

From time to time, we will also email you to request written or video testimonials. You are of course under no obligation to provide a testimonial for our services, however we would greatly appreciate it if you took the time to do so. Thank you in advance!

REFERRAL PARTNERS

Many times,  we have had the opportunity to send a client referrals and we are absolutely thrilled to do it. This happens often most probably because we get to know a client’s business intimately and become keenly aware of who their ideal clients are, as well as the results that people get from the services they provide. This means that, occasionally, you may receive a referral from us, depending on the circumstances.

On the flip side, our clients regularly send referrals to us as well. In essence, we become referral partners. So, that said, here’s what I propose: if you overhear a woman entrepreneur saying she’d like to hire a virtual assistant, or that she is struggling with her business systems, then please feel free to make an introduction.

Rigel will do the same for you when she meets someone who would benefit from working with you.

Office Hours & Holiday / Events Schedule

OUR REGULAR OFFICE HOURS

Simply Assist Virtual Assistant Services is based in the Eastern Standard Time Zone.

Monday – Thursday:   8:30am – 4pm

Fridays:   8:30am – 12:00pm

If you need assistance outside of our normal business hours, we will do our best to accommodate.

HOLIDAY & EVENTS SCHEDULE Our Office is Closed on the following dates:

May 11, 2018:
Rigel will be Out Of Office

May 21, 2018:
Office Closed for Victoria Day

July 2 – 8, 2018:
Vacation Week