Issue link: http://cp.revolio.com/i/15024
Establish Business Policies A statement of business policies can be thought of as an agreement or contract outlining the rights and responsibilities of both you and your clients. Writing such an agreement is time well spent. For one thing, it reduces the likelihood of problems and misunderstandings between you and your clients. In such chronic problem areas as no-show or late-show appointments, having a policy and making sure clients are aware of it is imperative for the long-term survival of your business, if not your sanity. Clearly stated appointment and cancellation policies are reason enough to sit down and write a business policy statement. A more esoteric, but no less important reason to write a statement of business policies is to set the professional and ethical tone of your practice. Writing these policies down on paper makes it easier to bring in a person to help with odd jobs and it eases the process of hiring an employee. It also makes the business infinitely more valuable when the time comes to sell it or even franchise to other locations. BEGIN WITH AN IDEA An effective statement of business policies begins with an idea—your vision of how you intend to run your business. The expression of that idea, often called a mission statement or statement of purpose, defines the sort of practice you wish to run and establishes the ethical guidelines of your practice. At the opposite end of this abstract statement of purpose are the policies themselves, which should be both clear and specific, leaving no room for doubt regarding your expectations for yourself or your customers. But, however mundane those policies may be, they nevertheless should be harmonious with the mission statement, expressing business practices that reflect your priorities and values. POLICY EXPECTATIONS As with any agreement or contract, a business policy statement will include both what the client may expect from you and what you expect from the client. Business policies related to your commitment to the client might include the following: • Confidentiality policy. • Fee structure. • Length of sessions. www.ascpskincare.com • Product warranties. • The manner in which the phone is answered. • The way in which the treatment room is prepared. • Treatments and services you do and do not provide. • Your hours (and days) of operation. Business policies related to what you expect from the client might include: • Appointment and cancellation policies. • Behavior (including rude behavior, intoxication, etc.). • Payment and credit policies. • Reporting requirements for health history and other personal information. In outlining your expectations of clients, you may want to name the specific consequences of noncompliance, such as charges for missed appointments, bounced check charges, suspension of services for inappropriate behavior, etc. Formalizing consequences further reduces the likelihood of misunderstandings. THE DOWNSIDE OF POLICIES Policies can be changed over time, of course, but to some degree establishing them “locks you in” to the parameters of the policies. The ultimate danger is that a long-standing policy can sometimes serve as a (poor) substitute for reason. If you’ve ever been a customer whose pursuit of satisfaction met a brick wall of “I’m sorry, that’s our policy,” you know how frustrating this can be. Fortunately, the cure is common sense. So long as we remember that the policy is created for the benefit of both provider and customer, it will never be used as an excuse for bad customer service. successful business handbook 71