When a prospect purchases services from you, they have to overcome any resistance they have to spending money. Even if they know they need the exact solution you’re offering, and have the budget to spend on the services, there is typically a bit of a resistance. It’s a natural part of the sales process. As a service professional, part of your job is to help lower their resistance and move your prospect toward the sale. You can do this by highlighting your expertise, offering packages based on their needs and showing the value of your bonuses and incentives.
Another important part of lowering resistance is offering your personal guarantee. By offering a personal guarantee, you can eliminate any feelings of uncertainty that your prospects may be experiencing.
Some might feel hesitant at guaranteeing their services because they fear that a client will take advantage of them. But think about what you are guaranteeing. As a service professional, you are guaranteeing your service –not the outcome.
Your personal guarantee is much different than offering a guarantee of results. As a service professional, you may not be responsible for the outcome of the work that you do with the client. In many cases, your client needs to take action on what they learn from you to get the desired result.
For example, a graphic design professional may know for a fact that great design leads to better conversions. But those conversions are also dependent on other factors – like how much traffic the client is driving to the website, what copy is being displayed on the website, etc. All of these factors are out of the graphic designers’ hands. She can’t possible guarantee outcome – and, the same may be true in your case. There are too many factors at play that aren’t in your direct control but that play into the overall success of the work.
However, what you can and should ABSOLUTELY guarantee is that you will deliver everything that you promise. This means that you give the client exactly what they signed up for – whether it’s your time, your expertise or some other type of service. The graphic designer can guarantee that the work will be done on time, in a professional manner and incorporating the elements that the client will want to see. She can guarantee that she’ll provide a top-notch experience for her clients. This is a lot different than guaranteeing that the website will create a whirlwind of new traffic and sales.
If you offer a money back guarantee and a client requests a refund, you MUST honor it. Of course, you’ll want to have a conversation with them about their concerns and do everything you can to resolve the manner amicably. But you MUST slways stand by your guarantee without making the client jump through hoops and without blaming them. Remember that even if it costs you a little now, in the long run they will remember your professionalism and honesty. This will help you go a long way in creating a positive experience and to strengthen your reputation.
Offering a guarantee of your services can be one of the most important steps you take a business owner. Consider how you want to frame your personal service guarantee and start including this in your marketing materials. You’ll enjoy the impact it has with your new prospects and the resulting boost to your bottom line.
How do or will you implement a service guarantee in your business? Share your plan here on my blog!
Your Action Plan For The Week:
Adding a personal guarantee can increase your prospects and make your clients feel secure. Here’s how to do it:
- Write down the tasks that you handle for your clients and the details of doing each of those tasks.
- Write down other qualities that are integral to a great experience with a service provider (for example, being on time, being respectful, etc).
- Create a personal guarantee statement to put on your website and include in your marketing materials that spells out what you guarantee from the experience.
- Start highlighting your guarantee immediately — especially when talking with new prospects. Make it a key feature of your sales process.
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