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Value Creation Blog

My Service Promise

Posted by Josh Patrick

service guarantee resized 600I don’t know why I haven’t made my service promise explicit when I speak with someone about doing business with me.  I’ve had it for over 35 years and it’s served me very well.

Long ago I decided I only want customers who are happy with the service I provide.  I don’t need or have any interest in those who are unhappy.

OK, what is your service guarantee?

It’s really very simple.  If you don’t like what I do when it comes to consulting or coaching you don’t have to pay for it.  In other words, those who choose to do business with me and those I choose to do business with don’t have a financial risk in saying yes.

Are there any exceptions?

Unfortunately there are.  I’m a registered representative and as such have tons of rules about what I can and can’t do in my practice.  If you do investments or insurance with me I can’t and won’t guarantee results.

Even if I could, I wouldn’t do this.  I want to guarantee satisfaction with what I control.  I can’t control what the markets do and since this is out of my control, it makes no sense for me to guarantee my work when I’m working as an insurance or investment advisor.

Aren’t you afraid someone would take advantage of your promise?

Yes, that could happen.  If it does, it’s my fault for choosing a client poorly.  The reason I like my service guarantee for consulting and coaching clients is that I need to be mindful of who I say yes to.  If I accept you as a consulting and coaching client I’m saying to you that I believe I can help you achieve a positive outcome.  I can help you make your life better.

If I’m wrong I don’t see why you, the client, should have to pay.  If you’re not coachable that’s my problem.  I’m the one who did the analysis and decided you were coachable.  If I’m wrong, I’m the one who will suffer financially.

When has your service not worked?

My service has not worked when I’ve made an error in whether a client is coachable.  There are business owners who hire consultants or coaches to help stroke their ego and make them feel better.  If you’re one of those people, you shouldn’t hire me.

I’m going to make you work hard.  I’m going to help you challenge many assumptions that you likely held dear.  I’m going to help you look at your world in a different way.

If you do all of these things and take action, you’re likely to have a great result.  If you don’t take action, it’s my fault.  I’m the one who has misread you.

I make the final decision on whether I can work with you.

I don’t say this to be arrogant.  I say this because I’m the one taking the financial risk.  The risk you’re taking is the amount of time you’ll spend with me to get started.

I believe under this arrangement we both have some skin in the game.  You’re not going to want to spend time unless you’re serious and I’m not going to want to take you as a client if I think you won’t get a great outcome. 

Neither of us really knows what the truth is until we get started.  Too many times in a consulting and coaching arrangement it’s the client who takes all of the risk.  I believe there should be shared risk and this is the best way I’ve been able to cover that issue.

What do you think?  Does an arrangement like this make sense to you?

I’ve written a special report on what our Objective Review process looks like.  If you’re interested in seeing how I start work with client, you might want to download this report and see what the potential areas we cover are.


Securities and Investment Advisory Services offered through NFP Securities, Inc. (NFPSI), Member FINRA/SIPC. Stage 2 Planning Partners and NFPSI are not affiliated.

This article is published for residents of the United States only.  Registered Representatives and Investment Adviser Representatives of NFP Securities, Inc. may only conduct business with residents of the states and jurisdictions in which they are properly registered.  Therefore, a response to a request for information may be delayed.  Not all of the products and services referenced on this site are available in every state and through every representative or advisor listed.

Topics: business coaching, professional relationships, Customer Service

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