09 Jan Why give business clients a “Value-Back guarantee”
Why give business clients a “Value-Back guarantee”. I have lived out of word of mouth for over twenty years. My clients always refer people to me because there is trust in my hardworking commitment to their best results. That makes me confident that our service will produce a positive Return On Investment (ROI). Be it in LinkedEnglish, our online one to one English school or in MaxiCareerCoaching, my online career coaching practice. So would I not give our clients a value back guarantee? In most developed countries, this has become not only a benefit but a consumer right. But there is an important element of trust and consciousness.
If a six-month subscription doesn’t produce positive learning and results, we will pay you back 100% of your investment (deduct tax if applicable). But that does not mean that I will be responsible for the lack of hardworking of my clients. It’s not an exit door for them to give up when it gets too hard. And their consciousness should play an important role. So how does this guarantee work?
First of all, all the sessions are recorded for both parties to go back and listen if needed. This also gives the client the chance to listen to themselves later and it’s a powerful exercise in itself. In the first sessions, we will get clarity on the objective and on the minimum results expected to include that in our contract. Second, If a client isn’t completely satisfied, I encourage them to tell me asap, right after the session, not when the program is over. After each session, I’ll ask them if they got value. And we will check on their “homework” for each session because I can’t do the work for them. If they don’t do their homework or don’t tell me when they feel they are not getting value, I can not be responsible for their results. When the client does his homework and points out to me what they feel is missing after each session, he is doing his part. And together we’ll design the adjustments needed to get the value they paid for, session after session. Both coach and client win this way. The coach learns how to serve the clients better and the clients get better outcomes.
In terms of numbers, the “ minimum results” stated in our contract would be something like this. Let’s say the person is paying 2400,00 USD for the 6-month program. And he gets new clients or contracts that will pay him 2400,00 or more as result of our coaching exercises, the coaching program is considered paid for. Or he makes changes in his habits that have improved his performance at work and he was able to get better feedback from his boss or coworkers. Although that is hard to calculate in numbers, he knows that the financial results will come down the road.
That’s why, most of all, the client needs to use his common sense to judge if he got the value back. There are things that are not under the coach’s control, for example, a financial crisis in his country or how long his company is going to take to give him a promotion or he is going to take to get a new job. But deep inside, he’ll know if he has learned the tools and the habits needed to get what he wants, sooner or later. Also, he is the only one who really knows if he’s doing his homework the best possible way, session after session. The coach can only trust what he tells him, not what he does.
So, in the end, the client’s ethical values, discipline, and hard work play a very important role together with the coach’s hard work. That’s why the most important factor in a coaching relationship is trust. And we think that by offering our professional coaching clients (we don’t offer life coaching services) this value back guarantee we are making the first step towards the trust needed to ensure good results and hard work in each session.
-the client helps the coach get clarity on the contract agreement (objective and minimum results)
-the client tells the coach right after each session if he got value or not and how he feels it could be better
-the client does his homework each session the best possible way, always trying to walk that extra mile
-the client uses his common sense to evaluate all the factors involved (economical environment, etc)
-the client shows up on time for each session and stays present the full session without cutting it short
-if the client needs to cancel a session for any reason, he will give the coach a minimum 24-hour notice