Not Happy Dont Pay Guarantee !!!!! Would this work

[davie_zone]

Hi Guys

You might have seen my other thread , I am working on my sales pitch but thought I would keep this seperate.

I am thinking about building a guarantee into my sales pitch maybe a USP . If the customer isnt happy with my craftsmanship (installing bathrooms / tiles ) they dont pay for it.

These customers dont know me and this would put them at ease.

Would this even help ????

My concerns are people trying to take advantage. I would obviously have to have some staunch terms and conditions put in place where by what ever they say there not happy about I have so long to rectify.

Just wanting to know your initial thoughts , would this be abused . Our work is of quality to stand up to this guarantee but am I opening a can of worms for myself.

Thanks In Advance

Any input welcome

Dave

 

[Websitehandyman]

I think the cost of your service is too high to give such an offer, you would only need one customer to be a <removed> and you've lost perhaps a months profit.

I used to do similar when I did french polishing but the risk was lower in terms of loss per job.

You could stipulate if they have done again by someone else you give a refund on seeing the evidence.

 

[davie_zone]

Hi
Thanks for your input.
I was thinking more along the lines of . What are you not happy with?
I am not happy with the tiling of the floor.
I would then replace the floor and buy the tiles again until they were happy.
I would give this service anyway and want my customers to be happy.
It would also make sure our work is of the highest level.
Could get it in writing that if they are unhappy and arent going to pay we have to then remove the bathroom . ( in the small print)
Just so they arent getting a job done for free.
Customer buys the materials before we start anyhow.

Just in the thought process.

Would love more feedback though.

Thanks Again

Dave

 

[Baz Watkins]

You're looking about it all the wrong way, you exist to solve the clients problem, and the way you market yourself is the same. People will take the michael if you let them, so don't put the idea in their mind in the first place.

Why give potential clients the impression of poor service, instead of a not happy, no pay system why not say 'we guarantee you will be happy, just look at our testimonials'...

Concentrate solely on the positives, and offering a not happy, no pay system is a negative, and its also a nightmare to police in respect to what qualifies and what doesn't under the service agreement.

Don't give clients the opportunity to wriggle out of payment, and don't create work for yourself either. The only way your system can work is if you are seriously more expensive that the competition, as subconciously a client will equate the price to quality of work, and that renders the offer obsolete in their mind as they believe that to charge your rate you have to be excellent.

You need to think along the lines I mentioned in your previous post, differentiate yourself through quality of service and problems solved, not through gimmicks.

If you have to offer a gimmick or guarantee of some kind, knock a % of the final price, a value that doesnt eat into your profit, but is considered a worthy compromise by the client, but even that is a negative.

As I said before, if you get a phone call you listen to the customers problem, put they're mind at reast by providing the solution, then deliver it, follow up and offer guarantees along the way. Your website should also back this up.

 

[davie_zone]

Hi

I totally get what your saying and think I'l leave the idea . Was just wanting to resure someone, Its a big job and a lot of money and they have no previous experience of my work .
I also find it hard to offer soloutions to there problems . I just fit the bathrooms . They usually have b and q out to design it I'm just offering labour.

I could maybe offer different packages for turnaround time etc , I'l have to think.

I might start keeping a list of clients who will let me show potential clients around there bathrooms . Maybe offer past client free boiler services or other sweetners. Then I can say to potential clients '' what are you doing tuesday I will take you to see one we done last month''

This would reasure in a more positive way.

What do you think ?

thanks for the input once again

 

[MBE1]

To make sales you require a client who wants the work done the way they want it done, who have confidence in yourself and who can afford your price and feel it offers them good value for money.

Personally whilst I understand the idea of the client buying the materials and yourself simply providing labour, I think this is your major obstacle in makign sales.

To make sales you also require control, leaving the materials selection etc to the client means they have a huge unknown hanging over their heads, meaning making a decision much harder.

Why not cost up several bathroom choices, cost the tiles fitted per m2 etc, and present them with a fully inclusive service? This way you can present an all in price with no variables to prevent them from making a decision.

If you continue to only offer a fitting service you will always be selling simply on your labour rate, little else.

 

[Baz Watkins]

Try to keep it too one price as variable prices can hint at rip off, if you have to have variable pricing state your price only when you know how important the job is, or how much work is involved and then vary it accordingly, try to guarantee the service and fast turnaround instead...remember your a problem solver, and fitting a bathroom is solving a problem.

As for clients showing their bathrooms...not a good idea, and its a lot of hassle for the previous clients, at the time of completition get their permission to take a photo of your work instead and get a testimonial (with contact details if poss) at the same time, then put them on your website (if you have one - if not ahem...signature) and on a glossy brochure you hand out to each prospective client, its screams preparedness and professionalism.

Sweeteners are great if you have a client thats fixated on price, or if you think it might get you the job, but don't offer anything that can hurt your profit. If you must offer a sweetner offer it based on percieved value, i.e. immediate installation or aftercare if need be.

If I was you I'd talk to people, you'll find out what drives their reasoning, be it price, quality of service, reliability, trust or distrust of trades etc, once you know that you build an approach based purely on negating those issues, so if its price you are cheaper or reassuringly expensive, it its quality of service, you point to previous work, if its distrust of trades you bring out testimonials which the clients can act on.

Hi

I totally get what your saying and think I'l leave the idea . Was just wanting to resure someone, Its a big job and a lot of money and they have no previous experience of my work .
I also find it hard to offer soloutions to there problems . I just fit the bathrooms . They usually have b and q out to design it I'm just offering labour.

I could maybe offer different packages for turnaround time etc , I'l have to think.

I might start keeping a list of clients who will let me show potential clients around there bathrooms . Maybe offer past client free boiler services or other sweetners. Then I can say to potential clients '' what are you doing tuesday I will take you to see one we done last month''

This would reasure in a more positive way.

What do you think ?

thanks for the input once again

 

[davie_zone]

Hi
Thanks for the input.
I Think you are right , I think the main thing I have leanrned over the last couple of days is the need for follow up phone calls to find out why people havent purchased. If people are honest with me I can adjust my strategy ongoing from the customers perspective.

Thanks for all your help

 

[naztheman]

Hi
Been thinkiing about a business concept for a small business that we are setting up.

Would a kind of bartering approach work with other local smallish businesses,e.g

I am renting a stall for £75 at an event
I can offer event organiser £75 of marketing through an advertising trailer so I get the stall for free

We both make some money as we will have a mark-up on our original products - we both win as they dont have to pay for this specific and very targetted marketing, while we don't have to pay out for the stall..

Any comments/thoughts?? I got thinking about this through MSE's money or gift neutral challenges on their forums!