My New Guarantee: Satisfaction or Your Detail Is Free - Page 2

Jean-Claude · 10-17-09, 05:05

Go for it. You have nothing to lose except time that you'd otherwise be spending watching tv. That's all granted you have nothing else that you can invest your time in for your business.

I can see the pro's and the con's and it's obvious you do too.

I choose to tell certain clients that I guarantee that they will be satisfied(never had one complain or try to bail out on paying even then). I use that line as a piece of bait on the client who's not sure if spending more on my company that some cheap place would be best. Because you need to understand that when you actually advertise this you will be doing work for people who will say "I am not satisfied" no matter what. Plain and simple, expect it. Expect it in droves possibly. As long as you understand that that advertisement will draw those types out of the wood works, go for it!

MotorCity · 10-17-09, 05:19

Quote:

Originally Posted by David Fermani

This theory might be wishful thinking. Do you really think customers will be flocking just because of this? Shouldn't a satisfaction guarantee be a part of running a successful business regardless? Do you think you're leaving money on the table by not advertising this? You're loosing more profit'income by not implementing this philosophy into your SOP. If you're not guaranteeing satisfaction and giving satisfaction to every customer now chances are you're loosing income/profit already.

I couldn't have said it better myself... Thanks for saving me the key strokes

the_invisible · 10-17-09, 05:40

There is no doubt in my mind that MaksimumAuto offers good quality services to its customers. However, what he is talking about is offering a Satisfaction Guarantee or No Charge services. Guaranteeing Satisfaction is different from offering a no-charge policy against dissatisfaction.

Scottwax · 10-17-09, 10:09

Satisfaction should be assumed, it shouldn't have to be guaranteed.

toyotaguy · 10-17-09, 11:49

Quote:

Originally Posted by Scottwax

Satisfaction should be assumed, it shouldn't have to be guaranteed.

I agree!!! There is a reason you get recommended, referred, whatever to some clients friends...why give them the option to "be dissatisfied?"

the_invisible · 10-18-09, 12:08

Another thing you could consider is this:
Tax write-offs.

If someone chooses to "be dissatisfied", not all is loss if your business is a valid, registered business that could benefit from expense write-offs. This is part of marketing expense, and the CRA or your local CPA would gladly teach you how to document the procedure for the write-off.

percynjpn · 10-18-09, 05:39

I like your moxie! I think you should give it a try. I no longer do detailing as a profession, but back in the day I gave the same guarantee - though no one ever decided not to pay. You obviously know your skill will back it up, and maybe the most important point in this whole discussion is your positive attitude; whatever others may say, even if the "no pay" thing doesn't increase the number of customers, it will surley bolster your belief in the quality of your service, and give you a certain satisfaction in your customers' positive response.

Go for it!

RTexasF · 10-18-09, 06:26

Although I have stepped back from detailing this year I had a similar phrase but even more bold. "If it does not exceed your expectations there is no charge". Not once did anyone burn me (over 8 years) and it helped land some high end work that was on the teeter totter about making a decision.

As always a 30 minute talk with an owner, both to get a feel for them and to discover what they wanted/expected, was always done. Once I had a good feeling about the individual the phrase was used a a closing tool. It was not mentioned to every customer. If I had a bad gut feeling I would decline the work or take the job but not mention the guarantee. I think it can snag some work but has to be used with some common sense.

Jean-Claude · 10-18-09, 10:06

Quote:

Originally Posted by RTexasF

As always a 30 minute talk with an owner, both to get a feel for them and to discover what they wanted/expected, was always done. Once I had a good feeling about the individual the phrase was used a a closing tool. It was not mentioned to every customer. If I had a bad gut feeling I would decline the work or take the job but not mention the guarantee. I think it can snag some work but has to be used with some common sense.

This x10.

Your way or working it was better than mine.

Got_Leather · 10-18-09, 10:34

Let your work do the talking, your not going to blow away your competition by saying satisfaction or its free. It sounds like your doubting yourself and not confident. It should always be satisfactory.

bufferbarry · 10-18-09, 10:41

I think it will round up cheaper work for ya. From my exsperiance people who have the pockets don't care about a guarantee. They want results.

salty · 10-18-09, 11:23

I guarantee my work, as I'm sure most on here do, but not with money back, with results.

When you are done with a customers car and they are happy, politely ask them to refer you to their friends and hand them a few business cards.

Word of mouth advertising will suit you much better in the long run.