I've always believed that the foundation of a successful business lies in the perception that any company and its operators are trustworthy and carry integrity in all that they do. This core belief has driven many of my business decisions, but none more significant than what I’ve recently premiered and coined the "Honest Abe Promise". My very first money-back guarantee policy. Starting this initiative when our company was still small, was a bold move that I was somewhat hesitant to make. But it was a necessary one.
Before we jump into the whys and how's of my decision, let me introduce myself and give a little background for our new readers. My name is Mike, but I earned the nickname Abe at my first “real” job because I just so happened to sit under a poster of President Lincoln. I live in Henderson, Nevada with my wife & son where I run my tech start-up, Four Score Solutions. I officially launched Four Score in 2019 but the company really started to take off in 2023. Four Score has always been a project management software consulting firm. Although I am versed in a number of software's (and have a phenomenally talented team behind me), I’ve been using Smartsheet the longest and have partnered with them for many years to bring my clients success. Because of my knowledge base and comfort with Smartsheet, I’ve become something of a niche-expert contractor and I’ve trained my team to do the same. I’ve seen great success with my clients who implement Smartsheet, which is why I elected to independently offer a full money-back guarantee to my clients who purchase Smartsheet and are not satisfied (my lawyers have plenty of info for the ins & outs of that, all of which can be found on our website). Let’s dive in to the details of how I know I’ve made the right call:
- Software is Rarely the Issue; Communication is Key
In my experience, the root cause of dissatisfaction often isn't the software itself, but rather the communication surrounding its purchase, implementation and use. This begins at the very beginning when a client is evaluating potential project management tools. Communication and honest, thorough evaluations of client needs prior to a software purchase and install are critical for us to evaluate that we are helping our clients select the best tool for their use. For those clients that do decide to utilize Smartsheet, our policy mandates that clients work closely with us to address any issues before a refund is considered. This collaboration ensures that most problems are resolved, reinforcing that clear communication can solve most hurdles.
- Building Trust with Our Customers
I want our clients to trust us implicitly. Ideally, I want everybody to trust me and my company implicitly. However, trust isn’t given, it is earned. By offering a money-back guarantee, an olive branch of sorts, we demonstrate confidence in our services and our commitment to client satisfaction. This trust is vital, especially when managing and installing project management software, where reliability is paramount. Although new software installations can be frustrating and every software carries a learning curve, I’ve found that establishing trust early on with our clients leads to the best outcomes for all involved. If they know they have an out, I’ve found them much more likely to jump in with both feet and let us guide them towards success.
- Differentiating Ourselves from Other Contractors
Frankly, the project management software consultation space is competitive. There are many intelligent, thoughtful and talented contractors available to clients on the market. Being the first company to offer such a guarantee sets us apart from other contractors. This applies not only to potential clients, but also to software sales representatives who are working with hesitant clients and need a contractor that can immediately establish trust. This standing policy shows that we are not just in the business to make a profit, but to genuinely ensure that our clients are happy with the results. It shows that we’re ready, willing and able to work with them rather than being there to sell them on a software. It shows that we’re in their corner, from day one until they’re satisfied. This differentiation helps us stand out in a crowded market and attract clients who may be feeling hesitant to make such an investment in themselves.
- Doing the Right Thing
At the end of the day, I believe in doing what’s right. This belief carries far beyond my business and well into my friendships, my marriage and my parenting style. Regardless of personal cost, I always take the time to reflect on what is the most correct decision for all parties involved and I set my sights on a target that will cause the greatest happiness with the smallest sacrifice overall. As applied to my clients, it’s a reasonable sacrifice for me to refund them on something we’ve worked tirelessly on implementing that simply isn’t making their company more functional or their users happy. Working with customers, rather than against them, is the cornerstone of our business philosophy. The Honest Abe policy embodies this principle, ensuring that we support our clients through any dissatisfaction and work tirelessly to rectify issues.
To me, the "Honest Abe" policy is more than just a money-back guarantee; it's a testament to our values as a company, my values as an individual and my whole team’s commitment to excellence. Most critically, the policy includes specific conditions to ensure fairness and mutual effort on both sides. At its core, I’m aiming to foster a trustworthy and cooperative relationship with all parties involved. In the spirit of Abraham Lincoln’s wisdom on freedom and honesty, our approach is simple: “Those who deny freedom to others deserve it not for themselves.” This policy is our way of ensuring that our clients always have the freedom to seek solutions that work for them, knowing they are backed by a company that genuinely cares about their success.
