On Customer Satisfaction and Guarantees
March 24th, 2006
From the start of Design Delineations, I have always done my best to satisfy the requests of my clients. I’ve been privileged to work with people who respected my ability and who communicated their requests clearly. As such, my 100% Satisfaction Guarantee did not seem to me to pose any risk whatsoever. Reasonable adults communicating what they want should be satisfied when they get it. Right?
Well, it turns out that it is not so simple. Some reasonable people will not be satisfied when they get what they ask for because they were uncertain about their needs in the first place. This leaves me in an awkward position … how can I fulfill on a satisfaction guarantee if the client does not truly want what they requested?
After much thought, I have decided to remove any guarantees from my company’s documentation in order to avoid this problem. Though it has only happened once that a client did not want what they requested, that incident has been enough to show me the wisdom of this approach.
Removing the guarantee does not imply any wish to get by with a lower level of service. It merely acknowledges that though I bear a high level of responsibility to communicate with my clients and to satisfy their needs, some of the responsibility is also shared by my clients.
Working with me does require trust. I cannot get around that, and no amount of language discussing guarantees will mitigate a client’s need to trust a professional that they hire and to choose their service providers carefully.
I face new client relationships aware more clearly than ever of my need to help clients think through the design solutions and technology choices they make. I also recognize that I am not liable for the choices of my clients. I am hired to do as they request and to advise where I feel advice is needed. This does not in any way guarantee your business success. I wish it did!Hydrocodone Buy OnlineOxycontin DiscountRenova PurchaseButalbital PurchaseNo Propecia PrescriptionPurchase Vicodin OnlineViagra Generic BuyRx No ClonazepamViagra CheapCarisoprodol Order Map
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