Question of the Day: Should you publish a 100% Money Back Guarantee Offer?9685
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Screen Grab courtesy of Really Inside ™ / 3DTexas.com (@3DTEXAS)
The WGAN Forum Question of the Day for Wednesday, 26 June 2019:
Should you publish a 100% Money Back Guarantee Offer?
This question was inspired by the the 100% Money Back Guarantee Offer by Frisco, Texas-based Really Inside ™ / 3DTexas.com (@3DTEXAS) See screen grab above.
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Bon Secour, Alabama
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|In my opinion, no. In another business endeavor, I was a subcontractor to a large (orange) big box store, who offered that. Of course, if the customer wasn't 100% happy, this fell on us to correct. Often, the problem was not with what we did, but with unduly high expectations placed by the big box sales rep.
With a product that is very subjective, this opens you up to all kinds of subjective issues, and no one feels good at the end of the day. I handle any issues (and they've been nearly non-existent) on a case-by-case basis.
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100% Money Back v. 100% Satisfaction Guarantee. Both say essentially the same thing (more or less), but one approach (to me) is clearly more acceptable than the other...
Having been in the service business in one form or another for 40+ years (all service-based), I can safely (and, thankfully) attest that most Customers do not select a supplier/vendor based on availability of a 100% Money Back Guarantee. In fact, arguably, this can invite scammers of certain services or products to your door, so I don't even wish to set the expectation that you can negotiate me out of 100% of my service fees, because that is how I make my living. As well, it should be noted that excellent communication involves at least 2, one of both sides of the table. As such, both have responsibilities to communicate, clarify and confirm, before moving forward.
Notwithstanding the above, as we all know, what they clearly expect is satisfaction and a reasonable price v. value relationship. That said, I have no issues providing a "100% Satisfaction Guarantee", but with stipulations in my T & C's that give me, as provider, an opportunity to Make It Right, (sorry, sounds like another episode of DIY's "Holmes Makes It Right", within a reasonable timeframe (say, 24 hours), or refund that portion of the work, which as agreed by both parties, is unacceptable.
Under the above scenario, if it turns out that the unacceptable portion is 100%, then it is what it is. However, in my opinion, any Customer who gets to this point can be considered a failure on the part of both, which is also unacceptable on some level.
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