Monday, October 30th, 2017

Guarantee Your Work

“Your most unhappy customers are your greatest source of learning.” – Bill Gates

It’s that time of year when most of us are beginning to receive the pre-Christmas deluge of catalogs. I actually enjoy them. I have my favorites that I order from, whether I receive a catalog or not, but the vast majority I just browse through and then recycle.

Yesterday, I was browsing through catalogs and found something that made me think of CPA firms – The Vermont Country Store Customer Bill of Rights – 100% Guaranteed Satisfaction:

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Some accounting firms offer their clients a guarantee. I hope you are making it a prominent part of your verbal and written communication with prospects and clients. The Vermont Country Store has it inside the cover page of their catalog.

I put mine in every engagement agreement:

Rita Keller’s services are unconditionally guaranteed. If the services do not meet your expectation, you may end the arrangement and pay only the value you deem acceptable.

I hope you also provide your clients with a commitment statement describing the way you provide service. I prefer a double commitment statement – what you, as a firm, commit to and what you expect from your client. I will share it in tomorrow’s blog post.

  • "Going above and beyond involves making customers feel special and helping them out even when it may not make sense."
  • Neil Patel

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