I offer my clients a money-back guarantee. If you do not think I have achieved the standard of service I guarantee below, you do not need to pay my bill. Instead, you are welcome only to pay me what you think my work was worth. The only conditions I put on this are:
- You must accept that I cannot guarantee a particular outcome for you. I can only guarantee what is within my control, as set out below.
- You must tell me where and how you feel I have fallen short of the standards I set for myself.
- The guarantee only affects my fees, not any out-of-pocket expenses I incur on your behalf.
The standards I set for myself are:
- I will be careful and thorough in my work
- I will meet agreed deadlines and offer a fast turnaround when requested
- I will keep my communications clear and free of jargon
- I will listen carefully to what you have to say
- I will keep you sufficiently informed of progress
- I will tell you in advance what I am going to do
- I will give good explanations of what I have done and why
- I will not exceed any estimated fees without warning you
- I will only do (and charge you for) work that is genuinely necessary
- I will involve you at major points in the engagement
- I will not wait for you to initiate everything. I will anticipate
- I will respond to all telephone calls within one working day
- I will respond to all letters within three working days
- I will not be arrogant, pompous or aggressive
- I will value the work you give me
