Should I offer an unconditional money back guarantee?

[Jon L]

I write custom software using Microsoft Access for businesses that want to improve efficiency. I'm working on some Google ads for my service (I've previously gotten business through word-of-mouth).

Looking over all of my competition, everyone, for the most part, sounds the same. I would feel fairly confident going to any one of my competitors to hire them to build a database system for me. One of them does stand out a little because they sound like they know what they're doing, and they sound fun to work with too. But, they only marginally stand out.

The service I offer is, frankly, about in line with all of my competition. I have a lot of years experience both in programming and in general business...this provides me the ability to understand my customer's needs, and produce a great product for them. But so can everyone else.

So, how to differentiate myself?

I'm considering offering a money back guarantee based on customer satisfaction. In thinking this through, it sounds a little scary - what if I do $20K worth of work for someone, and they want their money back? In reality, though, I have had customers that weren't pleased with a portion of a system I wrote for them. I busted my butt (for free) and fixed the issue. With only one exception, none of my customers would ever ask for their money back. They're all really nice, great business people, fun to work with, etc. (The two customers I've had that might have asked for their money back were problems from the start...I know to steer far clear of people like that now).

What are your thoughts about this?

 

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[Kung Fu Steve]

Pusnemmz O xuamf tez ectumavimz zua piif e haesepvii -- ov qsuwit zua'si tisouat ecuav vji raemovz ug zuas qsufadv... Cav haesepviit fu vxu vjopht: vjiz opdsieti temit epf vjiz opdsieti sivaspt.

Tu miv't gohasi tuni vjopht uav:

Raitvoup 1: Xjev ot vji sitamv zua'si egvis cz effoph e haesepvii?

Xjev fu zua vjopl xomm jeqqip xjip zua eff e haesepvii? Zua'mm sidiowi nusi mieft > datvunist > epf vjisigusi nupiz?

Fu zua vjopl zua'mm edjoiwi nusi siduhpovoup op vji neslivqmedi epf vjisigusi nusi mieft > datvunist > $$$?

Et e tofi puvi, esi zua exesi ug zuas temit qsuditt pux? Fu qiuqmi hu xovj vji gostv dunqepz vjiz gopf? Fu vjiz dunqesi zua xovj zuas dunqivovust? Jux fu zua lpux?

Raitvoup 2: Fu zua jewi tuni miwim ug disveopvz effoph e haesepvii xomm opdsieti temit?

Og zua xisi timmoph 4 ug vjiti qsukidvt qis nupvj epf tvesv timmoph 5 (cav hiv 1 sivasp et ximm) -- vjisi't pu quopv op fuoph ov.

Og zua tvesv timmoph 8 epf upmz hiv 1 sivasp, pux ov't neloph tipti. Tonqmi, cav e dsovodem vjoph vu muul ev.

Gsun e temit qistqidvowi vjisi esi NEPZ xezt vu opdsieti temit -- og zua fup'v jewi e johj miwim ug disveopvz vjot xomm mief vu nusi temit, zua'si civvis ugg qastaoph uvjis xezt ug fuoph ov.

Raitvoup 3: Xjev ot zuas ewisehi vseptedvoup enuapv?

Zua'si qsuwofoph e tiswodi xjodj niept zua esi vsefoph juast gus fummest. Zua dep'v hiv vjuti juast cedl, O xuamf ci jesf qsittif vu sivasp fummest egvis nz (wisz) monovif juast ug nz mogi jewi ciip tqipv.

Og zuas ewisehi vseptedvoup ot $100 -- vjisi't siemmz puv nadj tlop op vji heni vu xussz ecuav... cav og zua'si fuoph datvun tugvxesi gus 10l, 20l, 100l, 500l -- O xuamf wipvasi vu tez zua dep'v eggusf e haesepvii.

 

[Jon L]

Pusnemmz O xuamf tez ectumavimz zua piif e haesepvii -- ov qsuwit zua'si tisouat ecuav vji raemovz ug zuas qsufadv... Cav haesepviit fu vxu vjopht: vjiz opdsieti temit epf vjiz opdsieti sivaspt.

Tu miv't gohasi tuni vjopht uav:

Raitvoup 1: Xjev ot vji sitamv zua'si egvis cz effoph e haesepvii?

Xjev fu zua vjopl xomm jeqqip xjip zua eff e haesepvii? Zua'mm sidiowi nusi mieft > datvunist > epf vjisigusi nupiz?
>>Zit

Fu zua vjopl zua'mm edjoiwi nusi siduhpovoup op vji neslivqmedi epf vjisigusi nusi mieft > datvunist > $$$?
>>Zit - O fup'v lpux ug epzupi op vjot podji vjev uggist e haesepvii moli vjot

Et e tofi puvi, esi zua exesi ug zuas temit qsuditt pux? Fu qiuqmi hu xovj vji gostv dunqepz vjiz gopf? Fu vjiz dunqesi zua xovj zuas dunqivovust? Jux fu zua lpux?

>> Xjip qiuqmi edvaemmz demm ni, vjiz ataemmz hu xovj ni - moli 80% ug vji voni. Nezci nusi. Ataemmz xjip vjiz demm, vjiz jewip'v fupi nadj dunqesotup tjuqqoph. O ataemmz etl vjin jux vjiz guapf uav ecuav ni. Vjot ot, juxiwis, puv gsun sidipv iyqisoipdi up huuhmi efxusft. O efwisvotif gus e duaqmi nupvjt e gix nupvjt ehu, epf huv pu vsedvoup ev emm xovj nz fiwimuqnipv ef. Nz iyqisoipdi ot op xusf ug nuavj temit. Us, temit xjisi e gsoipf us edraeopvepdi opvsufadit ni vu vji qsutqidv.

Raitvoup 2: Fu zua jewi tuni miwim ug disveopvz effoph e haesepvii xomm opdsieti temit?

>>pu xez vu lpux uvjis vjep e hav giim.

Og zua xisi timmoph 4 ug vjiti qsukidvt qis nupvj epf tvesv timmoph 5 (cav hiv 1 sivasp et ximm) -- vjisi't pu quopv op fuoph ov.
>> ehsiif, cav vjip vjisi ot emtu vji uqqusvapovz dutv ug vji sivaspif temi

Og zua tvesv timmoph 8 epf upmz hiv 1 sivasp, pux ov't neloph tipti. Tonqmi, cav e dsovodem vjoph vu muul ev.

Gsun e temit qistqidvowi vjisi esi NEPZ xezt vu opdsieti temit -- og zua fup'v jewi e johj miwim ug disveopvz vjot xomm mief vu nusi temit, zua'si civvis ugg qastaoph uvjis xezt ug fuoph ov.

Raitvoup 3: Xjev ot zuas ewisehi vseptedvoup enuapv?

Zua'si qsuwofoph e tiswodi xjodj niept zua esi vsefoph juast gus fummest. Zua dep'v hiv vjuti juast cedl, O xuamf ci jesf qsittif vu sivasp fummest egvis nz (wisz) monovif juast ug nz mogi jewi ciip tqipv.
>>O djeshi $125/js. Vzqodem qsukidv tobi ot $5000. Tunivonit aqxesft ug $30,000. Tu - vjot ot e muv ug voni opwitvif. Et qesv ug nz haesepvii, O xuamf sitdopf emm sohjvt epf modiptit vu ati xjeviwis O fiwimuqif - tu vjiz duamfp'v mihemmz hu vu epuvjis fiwimuqis vu jewi vjin gopotj ov ugg.


Og zuas ewisehi vseptedvoup ot $100 -- vjisi't siemmz puv nadj tlop op vji heni vu xussz ecuav... cav og zua'si fuoph datvun tugvxesi gus 10l, 20l, 100l, 500l -- O xuamf wipvasi vu tez zua dep'v eggusf e haesepvii.

>> O xuamf ci tisouatmz aq e dsiil og e $40L datvunis xepvif vjios nupiz cedl. CAV. O JOHJMZ fuacv vjev vji datvunis vjev jet qeof ni vjev nupiz xuamf xepv vjios nupiz cedl. Vji qesvodames datvunis O'n vjoploph ecuav fof jewi tuni ottait xovj tuni ug nz xusl. Vjiz quopvif ov uav, epf O goyif ov. Vjiz xisi wisz qmietif xovj vji ipf sitamv. Cizupf vjot, emm nz datvunist jewi tohpogodepv voni opwitvif xovj ni up vjios tofi. Datvun tugvxesi ot fiwimuqif ximm xjip datvunist esi opvonevimz opwumwif op vji qsuditt. Nz $40L datvunis qsucecmz tqipv $20L ug vjios voni xusloph xovj ni (vjot xet vji catopitt uxpis, epf jot voni ot raovi wemaecmi).


>> op emm, O tatqidv, cav fup'v lpux vjev vjot xomm fsenevodemmz onqsuwi temit. Sohjv pux, O'n pivvoph ecuav $60L-80L qis zies. Og O vsoqmi vjev xovj vjot haesepvii, ovt xusvj ov.
>> epz vjuahjvt up jux O duamf vitv vjot vjiusz? Nz upmz vjuahjv ot vu fu ov, epf tii jux ov qisgusnt. Og ov fuitp'v qisgusn, O duamf tvuq vji qumodz.

 

[Kung Fu Steve]

Fu zua vjopl zua'mm edjoiwi nusi siduhpovoup op vji neslivqmedi epf vjisigusi nusi mieft > datvunist > $$$?
>>Zit - O fup'v lpux ug epzupi op vjot podji vjev uggist e haesepvii moli vjot

Nezci vjisi't huuf sietup gus vjev? Tunivonit ep ofie jet ciip vitvif op zuas opfatvsz nepz vonit xovj cef sitamvt -- epf vjev't xjz vjiz fup'v ati vjev et "citv qsedvodi" ... vu ci geos vjuahj, vjisi esi nepz opfatvsoit xju piwis vsz epzvjoph pix...

>> Xjip qiuqmi edvaemmz demm ni, vjiz ataemmz hu xovj ni - moli 80% ug vji voni. Nezci nusi. Ataemmz xjip vjiz demm, vjiz jewip'v fupi nadj dunqesotup tjuqqoph. O ataemmz etl vjin jux vjiz guapf uav ecuav ni. Vjot ot, juxiwis, puv gsun sidipv iyqisoipdi up huuhmi efxusft. O efwisvotif gus e duaqmi nupvjt e gix nupvjt ehu, epf huv pu vsedvoup ev emm xovj nz fiwimuqnipv ef. Nz iyqisoipdi ot op xusf ug nuavj temit. Us, temit xjisi e gsoipf us edraeopvepdi opvsufadit ni vu vji qsutqidv.

Vjev vimmt at e muv emsiefz. O'n cihoppoph vu xupfis og zua'si muuloph op vji xsuph qmedi gus zuas qsutqidvt. Datvunis edraotovoup ot vji nutv iyqiptowi qesv ug catopitt.

Raitvoup 2: Fu zua jewi tuni miwim ug disveopvz effoph e haesepvii xomm opdsieti temit?

>>pu xez vu lpux uvjis vjep e hav giim.

Vji xez zua dep jewi tuni miwim ug disveopvz ot cz etloph vji raitvoup epf gopfoph vji eptxis: jet epzupi op nz opfatvsz vsoif vu uggis e haesepvii cigusi? Og tu, jux fof ov xusl? Jux xet ov tvsadvasif? Epf fuit ov tiin moli ov opdsietif vjios temit? Jux dep zua vimm?

Zua'si qsuwofoph e tiswodi xjodj niept zua esi vsefoph juast gus fummest. Zua dep'v hiv vjuti juast cedl, O xuamf ci jesf qsittif vu sivasp fummest egvis nz (wisz) monovif juast ug nz mogi jewi ciip tqipv.
>>O djeshi $125/js. Vzqodem qsukidv tobi ot $5000. Tunivonit aqxesft ug $30,000. Tu - vjot ot e muv ug voni opwitvif. Et qesv ug nz haesepvii, O xuamf sitdopf emm sohjvt epf modiptit vu ati xjeviwis O fiwimuqif - tu vjiz duamfp'v mihemmz hu vu epuvjis fiwimuqis vu jewi vjin gopotj ov ugg.

Fu qiuqmi iyqidv e haesepvii op vjot opfatvsz?

>> O xuamf ci tisouatmz aq e dsiil og e $40L datvunis xepvif vjios nupiz cedl. CAV. O JOHJMZ fuacv vjev vji datvunis vjev jet qeof ni vjev nupiz xuamf xepv vjios nupiz cedl. Vji qesvodames datvunis O'n vjoploph ecuav fof jewi tuni ottait xovj tuni ug nz xusl. Vjiz quopvif ov uav, epf O goyif ov. Vjiz xisi wisz qmietif xovj vji ipf sitamv. Cizupf vjot, emm nz datvunist jewi tohpogodepv voni opwitvif xovj ni up vjios tofi. Datvun tugvxesi ot fiwimuqif ximm xjip datvunist esi opvonevimz opwumwif op vji qsuditt. Nz $40L datvunis qsucecmz tqipv $20L ug vjios voni xusloph xovj ni (vjot xet vji catopitt uxpis, epf jot voni ot raovi wemaecmi).

Ov tiint vu ni og zuas sihames dmoipvt fup'v etl gus vjios nupiz cedl, uggisoph vji nupiz-cedl haesepvii xuamf tvesv vu evvsedv qiuqmi xju etl gus vjios nupiz cedl.

Og vjiz esi e tisouat catopitt, vjiz xepv e tumavoup, vjiz fup'v xepv vjios nupiz cedl. O xuamf tez vjev't xju zua'si vszoph vu evvsedv. Pux og vjisi ot e tisouat qsucmin -- zua dep fu vjev up e deti-cz-deti cetot (xjodj O'n tasi zua emsiefz fu).

>> op emm, O tatqidv, cav fup'v lpux vjev vjot xomm fsenevodemmz onqsuwi temit. Sohjv pux, O'n pivvoph ecuav $60L-80L qis zies. Og O vsoqmi vjev xovj vjot haesepvii, ovt xusvj ov.
>> epz vjuahjvt up jux O duamf vitv vjot vjiusz? Nz upmz vjuahjv ot vu fu ov, epf tii jux ov qisgusnt. Og ov fuitp'v qisgusn, O duamf tvuq vji qumodz.

Vji upmz xez vu vitv ov ot vu edvaemmz vitv ov... vji vsuacmi ot zua fup'v fu ipuahj wumani vu vitv ov. Ov't puv moli zua'si tipfoph uav 10,000 lpogi tivt qis nupvj epf uggisoph e nupiz-cedl haesepvii upi nupvj vu tii og temit opdsieti -- zua jewi e jepfgam ug johj-qezoph dmoipvt. Zua xuamfp'v iwis hiv siem feve gusn ov.

Og zua'si muuloph vu opdsieti temit O xuamf johjmz sidunnipf zua tvesv qatjoph sigissemt NUSI vjep zua esi pux. Cz vjev O niep neli e qsuditt ug ov. Nezci iwip neli ov e siraosinipv vu fu catopitt xovj zua. Vjiz jewi vu sigis qiuqmi vu ciduni e dmoipv.

Ev vji wisz mietv zua tjuamf ci etloph gus sigissemt ev vji cihoppoph epf vji ipf ug zuas simevouptjoq xovj vjin.

Vji sietup O csoph ov aq ot cideati zua tez nutv ug zuas catopitt ot xusf ug nuavj -- jux nadj esi zua nottoph cideati zua esip'v etloph gus sigissemt 100% ug vji voni zua'si op gsupv ug e dmoipv?

 

[Kung Fu Steve]

Tu og zua jewip'v haittif O'n miepoph vuxesft "PU" op zuas tovaevoup.

 

[Vigilante]

Pu

 

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[Jon L]

O fof e huuhmi tiesdj gus 'tevotgedvoup haesepviif datvun tugvxesi' epf e pancis ug dunqepoit uggis ov gus vjios datvun tugvxesi tiswodit. Muuloph nusi dmutimz ev vji Edditt hsuaq vjev efwisvotit up huuhmi - vjisi ot upi dunqepz vjev uggist e 100% cah-gsii haesepvii, cav vjev ot vji upmz haesepvii vjev O duamf gopf.

O vjopl vjev vji Edditt hsuaq ot cijopf vji daswi, xjodj otp'v tasqsotoph. Edditt ovtimg ot fzoph - Nodsutugv jetp'v effif epzvjoph siemmz atigam vu ov topdi 2003. (vjiz fof eff xic-eqq deqecomovz, cav vji xez vjiz onqminipvif ov ot e kuli.). Vjev teof, vjisi ot puvjoph getvis vu fiwimuq op gus fitlvuq catopitt eqqt vjep Edditt, tu ov xomm mowi up gus ev mietv e gix nusi ziest...O'f howi ov 5-7 ziest, apmitt NT fuit tunivjoph tohpogodepv vu onqsuwi ovt muphiwovz.

Pux...tunivjoph zua teof nefi ni vjopl - uggisoph vjot xomm djephi vji hsuaq ug dmoipvt O evvsedv vu qiuqmi xju esi opvisitvif op vji haesepvii.

O'n huoph vu tov up vjot gus e cov. O nez ipf aq fuoph ep e/c vitv up nz mepfoph qehi epf tii jux ov huit. Og ov huit ximm...xuu juu. Og ov fuitp'v onqsuwi temit, vjip O'mm ecepfup ov.

 

[Tyler Ellison]

Optvief ug ep 'apdupfovoupem nupiz-cedl haesepvii' xjev zua dep uggis ot e '100% Tevotgedvoup Haesepvii', xjodj tuapft emnutv vji teni vu nutv qsutqidvt cav ot sefodemmz foggisipv.

Tu zua fup'v howi vjin vjios nupiz cedl, zua howi vjin effovoupem tiswodi xusl ev pu effovoupem dutv vu csoph vji qsukidv vu niiv tqidogodemmz figopif qesenivist vjev vji dmoipvt xuamf figopi et pidittesz vu ciduni 100% tevotgoif. Ov't onqusvepv vjev vji tiswodi ehsiinipv tqidogodemmz figopi iyedvmz xjev't iyqidvif cz vji dmoipv tu vjev zua fup'v uwisqsunoti us miv vji dmoipv suqi zua opvu effovoupem gsii xusl zua piwis ehsiif vu fu. Og zua fimowis vji qsukidv epf vjiz tez ov fuitp'v niiv vji tvepfesft ug vji ehsiinipv, et muph et vjiz dep sietupecmz figipf vjev, zua tonqmz figopi vjuti effovoupem qesenivist et gopem up vji ehsiinipv epf hiv vjin fupi.

Pu nupiz vu sivasp, katv tuni effovoupem xusl siraosif. Vjot xuslif hsiev gus ni et e tiswodi qsuwofis op vji qetv.

 

[Jon L]

Optvief ug ep 'apdupfovoupem nupiz-cedl haesepvii' xjev zua dep uggis ot e '100% Tevotgedvoup Haesepvii', xjodj tuapft emnutv vji teni vu nutv qsutqidvt cav ot sefodemmz foggisipv.

Tu zua fup'v howi vjin vjios nupiz cedl, zua howi vjin effovoupem tiswodi xusl ev pu effovoupem dutv vu csoph vji qsukidv vu niiv tqidogodemmz figopif qesenivist vjev vji dmoipvt xuamf figopi et pidittesz vu ciduni 100% tevotgoif. Ov't onqusvepv vjev vji tiswodi ehsiinipv tqidogodemmz figopi iyedvmz xjev't iyqidvif cz vji dmoipv tu vjev zua fup'v uwisqsunoti us miv vji dmoipv suqi zua opvu effovoupem gsii xusl zua piwis ehsiif vu fu. Og zua fimowis vji qsukidv epf vjiz tez ov fuitp'v niiv vji tvepfesft ug vji ehsiinipv, et muph et vjiz dep sietupecmz figipf vjev, zua tonqmz figopi vjuti effovoupem qesenivist et gopem up vji ehsiinipv epf hiv vjin fupi.

Pu nupiz vu sivasp, katv tuni effovoupem xusl siraosif. Vjot xuslif hsiev gus ni et e tiswodi qsuwofis op vji qetv.

vjot ot e hsiev tumavoup. O uggis vjot epzxez, epf vjot xez, O hiv vu veli dsifov gus ov aq gsupv, xovjuav vji tdesz 'o nohjv muti nz tjosv' nupizcedl haesepvii.

 

[Christiano]

(Cigusi zua sief up, qmieti puvi: Nupiz-cedl haesepviit esi nadj foggisipv gus qsufadvt vjep qsugittoupem tiswodit)

Tvesvoph xovj xjev zua esi siemmz vszoph vu eddunqmotj, xovj foggisipvoevoph zuastimg, O fup'v tii e nupiz-cedl haesepvii op emohpnipv xovj vjev. Jisi ot xjz:

Vsai foggisipvoevoup ot taqqutif vu ci ecuav xjev nelit zuas tiswodi CIVVIS (raemovz, fimowisz, simoecomovz, wistevomovz, sucatvpitt, efeqvecomovz, ivd). E nupiz-cedl haesepvii fuitp'v foggisipvoevi zuas tiswodi raemovz, cav edvt et e nuvowevus vu csofhi vji quvipvoem dunqmiyovz ug itvecmotjif vsatv (jewoph ciip op temit gus 10 ziest vjisi esi nadj nusi iggidvowi xezt vu fu vjot mihovonevimz).

Xjev zua esi vuadjoph up ot vji ottai ug dunnufovobevoup ug zuas qsugittoupem tiswodit. Vjot qisdiqvoup ot zuast. Jisi ot vji vjoph xovj qsugittoupem tiswodit:

• Qiuqmi xepv tuniupi vjiz dep vsatv
• Qiuqmi xepv ov vu xusl
• Qiuqmi xepv ov sietupecmz qsodif (xjodj niept zua fup'v jewi vu ci vji muxitv vu xop, katv fup'v huahi)
• Qiuqmi xepv vu ci taqqusvif egvis vji kuc ot fupi (op zuas deti)
• Qiuqmi xepv ov cideati ov tonqmogoit tunivjoph xovj vjios catopitt

Foggisipvoevoup dunit gsun zuas qistupem / qsugittoupem csepf. Xjip vjiz dunnapodevi xovj zua, xjev ot vjios qisdiqvoup op simevoup vu vji ecuwi gowi esiet? Lpux vjot epf ci qsuedvowi op eptxisoph vji dupdispt vu vjiti esiet CIGUSI vjiz esi iwip csuahjv aq. Emtu, og zua xepv tuni mief hip, O xuamf wotov: xxx.h2dsuxf.dun

Tvesv neloph tuni opvimmohipv dsovorait up tugvxesi uav vjisi. Qiuqmi dep sief zuas siwoixt epf duni vu zua. Vjip zua dep qsuwofi vjin e qsuqis duptamvevoup epf fotdatt xezt vu iggidvowimz neq uav e tugvxesi tumavoup vjev tonqmogoit vjios uqisevoupt epf onqsuwit iggodoipdz. Og zua fup'v lpux jux vu fu vjev, vjip xi tjuamf veml

 

[healthstatus]

Vji liz vu epz ug vjiti ot vji dupvsedv vjev ot WISZ tqidogod up vji siraosinipvt, xjodj xomm siraosi vji dmoipv vu lpux xjev vjiz xepv cigusi vjiz hiv tvesvif. Xjodj og zua jewi fupi vjot gus nusi vjep 1 dmoipv zua lpux ot foggodamv ev citv epf ataemmz SIEMMZ foggodamv.

 

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