Kickstart Your Business This New Year with Essential Policies and Procedures

Starting a new year offers a fresh opportunity to set your business up for success. One of the most effective ways to do this is by establishing clear policies and procedures before customers raise questions or concerns. Having your availability hours, store hours, communication methods, refund policies, and cancellation rules in place creates a smooth experience for both your team and your customers. It also protects your business from misunderstandings and lost revenue.

This post walks you through the key steps to prepare your business for the year ahead, ensuring your website and social media links are up to date and your policies are ready to guide your operations.

Set Clear Availability and Store Hours

Customers appreciate knowing exactly when they can reach you or visit your store. Setting and communicating your availability hours upfront reduces frustration and missed opportunities.

• Define your business hours clearly, including opening and closing times.

• Specify any days your business will be closed for holidays or special events.

• If you offer customer support, state the hours when support is available and the expected response time.

• Consider time zones if you serve customers in different regions.

  
  

For example, a local boutique might set store hours from 10 a.m. to 7 p.m. Monday through Saturday, with Sunday closed. Meanwhile, an online service provider could offer customer support from 9 a.m. to 5 p.m. on weekdays, promising replies within 24 hours.

Communicate these hours prominently on your website, social media profiles, and email signatures to ensure customers know when to contact you.

Storefront with visible business hours

Choose and Share Your Preferred Communication Methods

Customers reach out in many ways—phone, email, chat, or social media. Deciding which channels you will use and sharing this information helps manage expectations and keeps communication efficient.

• Identify the primary method(s) for customer contact.

• Provide clear instructions on how to reach you through those channels.

• Set guidelines for response times and availability.

• If you use automated responses or chatbots, explain their role.

  
  

For instance, a small consulting firm might prefer email for detailed inquiries and phone calls for urgent matters. They could state: “Please email us at contact@yourbusiness.com for general questions. For urgent support, call us between 9 a.m. and 5 p.m. weekdays.”

Make sure your contact information is easy to find on your website and social media pages. Regularly test these channels to confirm they work properly.

Establish Refund and Cancellation Policies Beforehand

Refunds and cancellations can be tricky if you don’t have clear policies. Setting these rules before customers ask prevents confusion and builds trust.

• Define under what conditions refunds or cancellations are accepted.

• Specify any time limits or fees involved.

• Explain the process customers should follow to request a refund or cancel an order.

• Include how long it takes to process refunds.

  
  

For example, an online retailer might offer full refunds within 14 days of purchase if the product is unopened. They could also state that cancellations must be made 24 hours before shipping.

Publishing these policies on your website and including them in purchase confirmations ensures customers see them early. This transparency reduces disputes and helps your team handle requests consistently.

Are Your Website and Social Media Links Are Up to Date?

Verify Website and Social Media Links Are Up to Date

Broken links or outdated information can frustrate customers and damage your credibility. Before the year gets busy, review your online presence carefully.

• Test every link on your website to make sure it leads to the correct page.

• Update any outdated content, such as old promotions or contact details.

• Check your social media profiles for accuracy, including business hours and contact info.

• Remove or archive inactive accounts to avoid confusion.

  
  

For example, if your website’s “Contact Us” page still lists a phone number you no longer use, update it immediately. If your Facebook page shows last year’s holiday hours, revise them to reflect the current schedule.

Regular maintenance of your online presence keeps your business looking professional and trustworthy.

Train Your Team on Policies and Procedures

Having policies is one thing; making sure your team understands and follows them is another. Training your staff ensures everyone delivers a consistent customer experience.

• Share your policies and procedures in a clear, accessible format.

• Hold meetings or workshops to explain key points and answer questions.

• Provide examples of how to handle common situations, such as refund requests or scheduling conflicts.

• Encourage feedback to improve policies over time.

  
  

For example, a café might train employees on how to politely explain the refund policy for returned food items or how to communicate store hours during busy times.

Well-informed staff can confidently support your business goals and reduce customer complaints.

Team meeting reviewing company policies

Next Steps

Now that you have a better understanding of what Customer Facing elements of your Policies and Procedures, also consider streamlining your day-to-day activities, programs or procedures, and writing them into a manual - it will serve wonders when someone needs to take over or you'd like to hire someone for a role in your company.

We look forward to hearing your experiences and insights in the comments section!

TTFN,

Lena S

Founder | Inventor | Strategist

WPUSA Brands. | Business Development Brands.

Educational. Relatable. Achieveable.