I have been helping a client come up with a customer promise and guarantee and could not help but think about Nordstrom. They have one of the best guarantees in all of the retails chains across America, and no one can come close because it is what Nordstrom practices everyday! Their guarantee is known by us all: if you are not happy, bring it back! Period! When you step inside a Nordstrom to return an item or even with a complaint, you probably will never feel like you are not important. Instead, they treat you with respect and take care of your needs right away!
So, I would strongly suggest that contractors think carefully about their guarantee. If you have one already, revisit it. How is it unique? Make sure you stand out among your competition as having the best guarantee in your area and your customers love it too! Oh…and sometimes the guarantee is not just in written form. You have to put it into practice!