‘That’s ballsy’, said my potential client.
‘I know’, I responded, ‘but it does two things...’
A response I received recently when I informed a new customer that we give a ‘100% total satisfaction guarantee’.
It’s not a gimmick - it’s a brand promise. And one we’re proud of.
I just wish more companies would do the same.
Premier Inn offers a ‘good night’s sleep’ or you don’t pay here.
Thin Optics (who have a life-enriching product for the long-sighted) offer a Lifetime Guarantee here.
Our simple guarantee is: ‘If you aren’t 100% happy with the service we provide, we’ll refund you 100% of your fee.’
A guarantee like that does two things:
It reassures our customer. We’re at the higher end of the scale for speaking, training and coaching. As a new customer, knowing you can’t lose money, especially if you’ve never seen me present before, is comforting.
It keeps me sharp! I don’t want to have to return my fee, so it helps to ensure we continue to provide the very best service.
Only twice (in 20 years) have I been asked to give a refund.
- Once it was totally my fault.
- The other occasion... well let’s just say we had a slightly dodgy client and returning the fee cost him thousands. The story is a little long for a newsletter, but you can read about it here.
What’s your guarantee?
- Work and personal?
- What can you promise to your customers, colleagues, friends, and family that guarantees you’ll do what you say you will do?
LIVE EVENT
Regular readers will know that I very rarely speak at open (public) events.
However, I am very excited to say I will be speaking at The Business Excellence Forum in Liverpool next month.
This is an amazing 2-day event with 8 great speakers including:
- Baroness Karren Brady
- Andy Bounds
- And footballing legend Kenny Dalglish
You can find all the details here and if you use the discount code ‘MichaelHeppell’ you’ll save £100.
I guarantee you’ll have a great time.
Be Brilliant!
Michael
PS One more special time-saving guarantee can be found here.
0 Comments