Should you offer a guarantee?

You probably already do, implicitedly. 

After all, if a customer is very unhappy with your service or product aren’t you going to do something — fix it, replace it, return it, repeat it, refund it– to make them happy?

Offering a guarantee is just merchandising and marketing your unspoken policy.  But, the difference between letting it just be assumed and using it as a marketing advantage can be notable.  Here are some of the advantages:

• It reassures the first time buyer that they have a safety net
• It sets the bar for your employees
• It gives you a platform to have a "here’s what we expect" conversation with your sub-contractors
• It clearly communicates your confidence in your product/service
• It allows you to define the terms of how you satisfy an unhappy client up front

You’re going to make it right anyway — so why not use it as a point of difference?

What experiences have you had with a guarantee — either as the customer or the company?  Do you have a nightmare to share?  Has it ever saved a customer relationship for you?

Flickr photo courtesy of mrshawn.