[Cleanersolutions]

Hi,

I see quite a few CC offer this:

Every job comes with our iron-clad, risk free guarantee. What does this mean? Simply this, if you aren’t completely delighted with our work, you pay nothing. Not one Penny. Many companies do not garantee their work, but I feel nothing is more important than you complete satisfaction. We stand behind every job 100%.

I presume this is one of the marketing programme's available.

I was considering offering this but i am wary of customers trying it on.  Imagine if you had cleaned an entire house top to toe and just as you are finishing off you get...exuse me, I dont like the look of this or that etc .

Do you offer the 100% risk free, iron clad bargain?

Have any of you had any problems with said customers?

I'm not knocking it one bit, as it sounds like a very fair deal, just worried about the odd chancer.

Steve

[Ken Wainwright]

Hi Steve

There will be valid arguments from marketeers who say that this works for them, so I wish them all the luck and prosperity in the world. For anyone taking this route, it would probably be wise to carry out a detailed pre-cleaning audit and giving the customer realistic expectations, preferably in writing with an acknowlegment signiture. If you then achieve or exceed their expectations they have no comeback.

For myself, I look to the quality end of the marketplace where prospects are looking for competent, reliable, dependable tradesmen offering a high quality service at a fair price. Many of these people are unlikely to be impressed by the sort of offer you've outlined.

There's no single sales or marketing tool that is sure fire for everyone. Find what you're comfortable with and what works for you.

Safe and happy cleaning
Ken

[Big_Fish]

It can work if used in the right way.
Never give the client a reason to be anything but satisfied.
The key is to provide a first class service every time.
Any limitations should be explained to the client and put in writing. Aiming your service at the higher end of the domestic market is a must.

Nicky

[Cleanersolutions]

Thanks for your responses.

I would have thought though, that any CC worth their salt would give the customer a clean that would exceed their expectations, as long as they did their job properly.

I will perhaps take the route of not being so bold as to invite people to make complaints that aren't at all necessary

If I don't get any business then i'll surely try the "Iron Clad" technique....

Thanks for your replies

Steve

[Derek]

Hi

My views on this subject are well known...

I have had a couple of calls recently asking if I give a money back guarantee....

Guess what I told 'em? 

Derek

[Doug Holloway]

Steve,

The reason quite a few cc's offer this is because it's part of the Joe Polish marketing system , although I can remember these offers well before he ever appeared!

My view is that it's unprofessional to say ' if I make a cock up , don't pay me' , but you pays your money you takes your chance.

Cheers,

Doug

[Shaun_Ashmore]

what guarantees can you offer a 'potential' customer?

"I am a professional cleaner madam", well everyone in the paper or phone book is.

What is different or better about you?

If you are good at your job you should guarantee it, even if you advertise it or not, some cleaners including me prefer to shout it from the roof tops!

Shaun

[Len Gribble]

Having a bit of trouble with terminology “money back” I only take money when job completed, Len you’re so thick? Yes I can self criticize!

Len

[Dynafoam]

Guarantee or not, every customer has the option of saying "I'm not satisfied - I won't pay"

I do not advertise at all but at the end of the job, when the customer askes "What do I owe you?", my reply is "...£xxx, if you are happy with the job"

In all my years in the business the worst reply I have had is "How much if I'm not?" (as they are counting out the money) 

[Dave_Lee]

The guarantee is an honest one, meaning that if on any part of the cleaing job, the client does not consider that the operator has been as thorough as possible, then that area will be re-cleaned. I they are still not, satisfied, they dont pay for that item/area. It does not mean that if you have cleaned the whole house and they are dissatisfied with a part of one room, that they dont pay the bill - you just deduct the cost of cleaning the one room. Of course if you are doing the job correctly there is very little prospect of the client being dissatisfied - but they know they have the guarantee to fall back on and this helps to give them confidence in your services particularly if youve never previously worked for them.
This works very well in the higher end market as well at all other levels.
I have offered this type of guarantee for three years now without having to give any money back or reduce the invoice size.
Dave.