Let’s be realistic. If you did some work for a client but they weren’t happy because you made a big mess of it, would you insist on charging them extra to correct your mistake?
I hope you wouldn’t even consider trying to charge extra to resolve a mistake of your own making. To my mind this is the start of a service guarantee. And it’s the sort of thing, which, if promised up front, can help generate confidence from prospective clients.
Over the years I’ve often seen references to service guarantees on an increasing number of professional service provider’s websites. I came across one last week and established that it wasn’t unique to the firm in question; Just put yourself in the shoes of a prospective client and consider how effective is the message below. It’s listed on some accountancy firms’ websites as one of the answers to the question ‘Why us?’
Our 100% Risk Free Guarantee…Use our services to help you pay less tax and increase wealth, completely at our risk. Our services are so outstanding there’s a 100% Risk Free Guarantee.
Here it is…
If at any time you are not completely happy with our work please discuss it with us. If we really can’t sort the issue for you then don’t pay for the part you’re not happy with. Ask for it at any time within 30 days of the work and we won’t expect payment. That means…
No small print;
No questions asked;
I think this is very cleverly worded and does put some (but not a lot) of responsibility on the accountant to achieve absolute clarity as regards the services to be provided up front.
How would you feel if a prospective client asked if you were as confident as this in your work? Or why should they choose you over another accountant that offers such a guarantee?