By Michael W. McLaughlin, Contributing Editor
While standing in a store's checkout line, I noticed a sign that read, "If we fail to give you a receipt, your purchase is free." Now that's a guarantee.
By contrast, the California public utility giant, Pacific Gas & Electric, offers eight customer service guarantees, each with more exclusions than an earthquake insurance policy. PG&E's guarantee looks more like congressional legislation than a pledge to satisfy customers.
Should consultants use guarantees for their service offerings? I think so, and here's why and how to use them effectively.
Think Guarantees
In the 1830's, Cyrus Hall McCormick invented the world's first mechanical reaper, a machine with the potential to improve farmers' productivity ten-fold.
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