The 2 Pages No One EVER Talks About
There's 1 thing that I remember from my years working at Canada's 3rd largest financial institution - CYOB. Whenever it was up to me to make a judgement call on a transaction within my limit my manager would remind me to CYOB.
That's a lesson I've carried with me ever since.
In case you're not familiar with the acronym, CYOB stands for "cover your own butt". It means do your due diligence & when you've done that, use your intuition. At least that's what it always came down to for me.
But let's talk about covering your butt when you operate an online biz & the 2 pages you absolutely NEED to have that no one ever talks about.
DISCLAIMER: I'm not a lawyer. This blog post isn't meant to substitute for legal advice, which you should absolutely seek. And these pages & how you set them up will depend on the type of biz you have, so, as with most things, one size does not fit all.
I've seen everything from super simple one-liners like "we hate spam & promise not to sell your deets" to privacy policies SO detailed & lengthy no one in their right mind will ever read all of it.
Oh, the pin-stripe suits I used to wear. lol
The second oh so necessary page that no one talks about is your terms & conditions page. Yep, not that sexy but super important.
Your Terms & Conditions Page
I recently had a discussion with one of my mastermind groups about payments. There was a biz woman who had submitted an invoice to a client & weeks later still hadn't been paid. We've all been there, am I right? And this sparked a discussion around invoicing & most of all, setting expectations from the beginning.
I asked if her payment policy had been clearly set out in her contract or the terms & conditions of working with her. And she confessed she didn't have any terms & conditions. She was worried that setting expectations like that would make her seem like a diva.
First, you are the professional. You are NOT being a diva. You're taking the lead & showing your client this is how things work around here. It actually makes your clients feel like they're in good hands when you're clear, confident & communicate your role & their role. AND it prevents so many misunderstandings, false assumptions & miscommunication. Everything just runs more smoothly. When you're confident & take the lead your client will feel confident they hired you.
Also, terms & conditions cover so much more than payment expectations, which may vary if you offer different types of packages. But it's about making your client feel secure in choosing you while also covering your butt. You can address things like deadlines (and what happens if they get missed), refunds, satisfaction, errors, the number of revisions, all of those things can go in here.
These pages may not be sexy, they may not capture leads or make your sale but they're essential to communicating expectations to your clients & making them feel taken care of & of course, they're essential to covering your butt in business.