The Power of Guarantees: Building Trust and Loyalty in Business

Take a moment and think about a product or service that you love.  What do you love about it? Is it good quality or was it a low price?  Maybe it was the ordering or delivery process or the speed at which you received the good or service?  Do you feel loyal to this product or brand?

I was thinking about this a bit in relation to shoes, in particular Zappos shoes. While Zappos' culture has been studied quite a bit, I believe a big part of what has made them so successful is their guarantee. If you want to buy shoes, you typically want to try them on. If you want to buy shoes online, there is a risk that they may not fit or not feel right on your feet.  Zappos solved this problem by making it both free and easy to return shoes with their Free Returns for 365 days policy.  Similarly, LL Bean has done this for years, long before online shopping was a thing. Both brands foster customer loyalty and reduce the risk of doing business with them through guarantees.

The B2C world is full of great guarantees, but it is rare in B2B and nearly non-existent in IT services. When companies sell complex software or services that are valuable, they are often expensive, which can pose too big a risk for the company to offer money-back guarantees. In IT consulting and managed services, it is advantageous for both parties to sign multi-year contracts to provide continuity, better pricing, and consistency with the IT service, but there is a catch. During the sales process, neither side may know enough about the other to guarantee success.

When purchasing IT services, signing a big contract can feel risky because, as the client, you can't be sure of the experience you'll have or if the IT services will meet the promises made during the sales process. IT providers may worry that offering a money-back guarantee could lead to financial loss if things don't go perfectly. The key to this transaction's success is that the IT service company needs to not only have a great service but they have to believe in their cultural heart and operational abilities that they can live up to and even exceed the customer's expectations. Until now, nobody has made this claim.

At iuvo, we first started with our License Optimization Service and created a 120% ROI option. We promise to save you the cost of the Assessment and if we do not, we will give back 120% of what you paid. We can make this promise because we've successfully done this for dozens of companies and our clients experience this every day, so we are confident in our ability to meet and exceed expectations.

We then took this a step further. We applied this concept to our managed IT services. While our clients rave about our services and the value we bring to them, those who have yet to work with us may see risk in choosing a more premium service. This is why we developed the iuvo promise and put it into all of our current Managed Services Contracts.

The iuvo Promise

Our #1 priority at iuvo is your satisfaction. What this means to our clients is that we stand by the IT services we deliver. If you are not happy with our Managed IT services within the first 60 days, we will give you a 100% refund. Satisfaction. Guaranteed.

iuvo is built around customer service and technical excellence. With The iuvo Promise, we've reduced the risk of those looking for a better IT service. We aspire for our brand to be as trusted by businesses as Zappos and LL Bean are by customers. It all starts with a guarantee. 

Contact us today to learn how our satisfaction guarantee can provide you with the confidence and peace of mind you deserve. 

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