Jim Penman, CEO of Jim's Group, explains the company's guarantee: if work isn't done right, they return and fix it at no cost, no matter the expense. A fence repair once cost $120,000 to fix. Clients call the office to report problems, and if disputes arise, an independent expert decides whether the work is acceptable.
Questions this video answers
$120,000
The client (customer) must pay for the expert.
Jim Penman states there is no upper limit to how much effort/cost they will go to fix a job.
The client must allow the franchisee the opportunity to return and fix the job.
Chapters
Jim's work guarantee basically says that if we haven't done the job right in any way at all, we'll come back and fix. Doesn't matter how big the job is. We had one particular job that we fixed up with a fence. It cost us $120,000 to fix it. There is no upper limit to how much effort we will go to to fix a job that's poorly done. Normally all it takes is a single call to the office. If you don't get a response, you actually email again and you get it straight through to me, and then I will sit on it until it's fixed. But we just simply fix the job. If there's any question. In a very rare situation where first of all, the franchisor from our side will get involved and have a look at the job, if the franchisee says it's good, the franchisor will have a look at it. And if the franchisor says that he thinks the job is good and you as a client still aren't happy, then what we'll do is we'll arrange with you for an independent external expert, not a gyms person, to come in and have a look at it. And we'll agree to abide by that. Anything that person says is wrong, we will fix. But if the expert says the job is perfect in that very unusual situation, nothing will happen. And also you'll need to pay for the expert too. But that very, very rarely happens. So there's really no situation we will not fix. The condition, though, is that you do allow the franchisee to come back and fix the job. There's no good just saying, no, I've done it myself and I want to pay for it. That's not fair. Franchisee has the opportunity to come back and fix it.
