service-guarantee

name	service-guarantee
description	Creates service guarantees and satisfaction commitments with specific terms, exclusions, and claim procedures.
allowed-tools	Read Write Glob
metadata	{"author":"matthewhitcham","version":"1.0"}

Service Guarantee

When to Use This Skill

Use this skill when you need to:

• Create a service guarantee that builds buyer confidence
• Define specific guarantee terms, conditions, and exclusions
• Design a claim process that is fair to both parties
• Use guarantees as a competitive differentiator and conversion tool

DO NOT use this skill for product warranties, money-back refund policies, or legal compliance documents. This is for service provider satisfaction guarantees. Have a lawyer review before publishing.

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Core Principle

A SERVICE GUARANTEE THAT IS TOO VAGUE IS MEANINGLESS AND ONE THAT IS TOO BROAD WILL BANKRUPT YOU — THE BEST GUARANTEES ARE SPECIFIC, MEASURABLE, AND TIED TO YOUR ACTUAL DELIVERY STANDARDS.

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Phase 1: Guarantee Design

Required Inputs

Input	What to Ask	Default
Service offered	"What service does this guarantee cover?"	No default — must be provided
Guarantee type	"Satisfaction guarantee, results guarantee, or performance guarantee?"	Satisfaction guarantee
Remedy	"What do you offer if the guarantee is triggered — refund, redo, credit?"	Redo the work at no charge
Conditions	"What must the client do for the guarantee to apply?"	Provide feedback within 14 days of delivery
Risk tolerance	"How much financial risk can you absorb from guarantee claims?"	Low — less than 5% of revenue

GATE: Confirm guarantee type and remedy before writing the terms.

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Phase 2: Guarantee Types

Option 1: Satisfaction Guarantee

## Our Satisfaction Guarantee

If you're not satisfied with [deliverable], we'll revise it until you are —
at no additional cost — within [30] days of delivery.

**How it works:**
1. Review your deliverables within [14] days of delivery
2. Provide specific written feedback on what needs to change
3. We'll complete revisions within [X] business days
4. If you're still not satisfied after [2] rounds of revisions, we'll
   [refund X% / provide credit toward future work]

**Conditions:**
- Feedback must be specific and actionable (not "I don't like it")
- Original project brief and approved scope are the reference for satisfaction
- Changes to the original scope or direction are not covered

Option 2: Results Guarantee

## Our Results Guarantee

If [specific measurable outcome] is not achieved within [timeframe],
we will [remedy].

**Example:** "If your website conversion rate does not improve by at least
15% within 90 days of launch, we will optimize it for an additional 90 days
at no charge."

**Conditions:**
- Client must implement all recommendations as specified
- Measurement method agreed upon before project starts
- External factors outside our control (algorithm changes, market shifts)
  are excluded
- Client must provide necessary access and data for measurement

Option 3: Performance Guarantee

## Our Performance Guarantee

We guarantee the following performance standards on every engagement:

- All deliverables completed by the agreed deadline or [remedy]
- Communication response within [24] hours on business days
- [X] rounds of revisions included at no additional charge
- All work meets [specified quality standard]

**If we fail to meet any standard:**
- First occurrence: [Credit toward future work / extended revisions]
- Repeated occurrence: [Partial refund / right to terminate]

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Phase 3: Terms & Exclusions

Essential Terms

Every guarantee must include:

1. What is guaranteed — specific, measurable commitment
2. Timeframe — when the guarantee applies and expires
3. Conditions — what the client must do for the guarantee to be valid
4. Remedy — exactly what happens if the guarantee is triggered
5. Claim process — step-by-step instructions for making a claim
6. Exclusions — what is NOT covered

Common Exclusions

• Changes in project direction or scope after work has begun
• Delays caused by the client (late feedback, missing assets)
• Third-party failures (hosting, platforms, APIs)
• Results affected by factors outside the provider's control
• Services rendered more than [X] days ago
• Clients who have not paid in full

Claim Process Template

## How to Make a Guarantee Claim

1. Email [email] with the subject line "Guarantee Claim — [Project Name]"
2. Describe the specific issue and how it relates to the guarantee
3. Include any relevant documentation or evidence
4. We will acknowledge your claim within [2] business days
5. Resolution will be provided within [X] business days of acknowledgment

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Phase 4: Implementation

Where to Display the Guarantee

• Service/pricing page on your website (near the CTA)
• Proposals and contracts (dedicated section)
• Sales conversations (verbal reference with written follow-up)
• Email signatures during active engagements
• Testimonials that mention the guarantee experience

Guarantee as a Sales Tool

## Sales Copy Example

"Every [service] comes with our [Guarantee Name]. If [specific commitment],
we'll [specific remedy] — no questions asked.

We can offer this because [reason — track record, methodology, confidence
in your process]. In [X] years, we've honored this guarantee [X] times
out of [X] projects — and every client walked away satisfied."

Tracking and Review

Metric	Track	Review
Guarantee claim rate	Per quarter	Under 5% is healthy
Claim resolution time	Per claim	Under 5 business days
Client retention after claim	Per claim	Did they return?
Revenue impact of claims	Quarterly	Total cost of remedies

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Anti-Patterns

• Vague guarantees — "100% satisfaction guaranteed" with no terms is legally risky and commercially meaningless.
• No exclusions — every guarantee needs boundaries. Without exclusions, bad-faith clients exploit the guarantee.
• Guaranteeing things you cannot control — do not guarantee revenue increases if the client controls implementation.
• Hiding the guarantee — if you have a guarantee, promote it. A hidden guarantee does not build buyer confidence.
• Making claims difficult — requiring a phone call, 3 forms, and a notarized letter discourages legitimate claims.
• No financial cap — unlimited liability from a guarantee can be devastating. Cap your exposure.

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Recovery

• High claim rate: The guarantee is not the problem — your delivery is. Fix quality and process before adjusting guarantee terms.
• Client abusing the guarantee: Document the pattern, reference the conditions and exclusions, and have a direct conversation.
• Guarantee scares you financially: Start with a revision guarantee (redo the work) rather than a refund guarantee. Lower financial risk.
• Competitor has a stronger guarantee: Differentiate on specificity and track record. "We guarantee X metric" beats "100% money back."
• Client threatens to invoke guarantee as leverage: Stay professional. Apply the guarantee terms as written. Do not negotiate under pressure.