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Why We Offer a 100% Total Satisfaction Guarantee

Why We Offer a 100% Total Satisfaction Guarantee

Michael Heppell
Michael Heppell
November 28, 2024

‘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:

  1. 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.

  2. 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.

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