SOP-46: ROI Guarantee Fulfillment Protocol
The AutomationSurgeon's Client Trust & Credibility System
| Version | 1.0 |
| Owner | Founder |
| Trigger | 90 days after deployment of any guaranteed service (Audit, Tier 3 Revenue-Critical Agents). |
| Purpose | To define the clear, objective methodology for measuring and fulfilling the minimum 3x ROI guarantee offered on premium services, thereby protecting brand credibility and ensuring client satisfaction. |
1. Guaranteed Services & Terms
1.1. Services Covered by 3x ROI Guarantee
- Premier Diagnostics & Audits: Guarantee to identify at least $10,000 in annual savings/efficiency gains.
- Tier 3: Revenue-Critical Operations Agents: Guarantee a minimum 3x Return on Investment (ROI) within 90 days (e.g., $20,000 investment guarantees $60,000 in measurable financial benefit).
1.2. Definition of Measurable Financial Benefit
The ROI calculation is based on tangible, mutually agreed-upon metrics defined in the SOW, calculated over a 12-month projection following the 90-day stabilization period.
| Financial Benefit Category | Examples of Measurable Metrics |
|---|---|
| Revenue Capture | Increased lead conversion rate; Reduction in lost sales opportunities (e.g., email deliverability fix); Faster sales cycle time. |
| Cost Avoidance | Reduction in hours spent on manual tasks; Reduction in headcount required for a process; Elimination of fees paid to redundant systems. |
| Risk Mitigation (Financial) | Reduction in compliance fine exposure (e.g., HIPAA/malpractice); Reduction in error rate causing payment disputes. |
2. Measurement Methodology
2.1. Baseline & Metric Agreement (Day 1 - Kickoff)
Action: During the Treatment Kickoff Call (SOP-03), the Founder and Client must formally agree on the single, primary metric and the baseline value to be used for the guarantee.
Documentation: This metric, baseline, and the guaranteed dollar value must be explicitly listed in the signed SOW and Change Order (if applicable).
2.2. Measurement Formula
$$\text{ROI} = \left( \frac{\text{Financial Benefit (12-month Projection)} - \text{Total Investment}}{\text{Total Investment}} \right) \times 100$$
Guarantee Trigger: If the calculated ROI is less than 200% (i.e., less than 3× return on investment), the guarantee is activated.
2.3. The 90-Day Assessment (The Audit)
Trigger: Day 90 post-deployment.
Action: The Founder initiates the final data collection. The Client is responsible for providing raw data points (e.g., number of sales, hours tracked) for the 90-day period.
Result: The Founder calculates the final ROI projection and presents the formal ROI Guarantee Report.
3. Guarantee Fulfillment Protocol
3.1. Success (ROI ≥ 3×)
Action: Present the successful ROI Report and immediately pursue upsell/AaaS migration.
Asset Creation: Begin developing the Case Study (SOP-34) based on the quantifiable results.
3.2. Failure (ROI < 3×)
Trigger: The 90-day ROI projection fails to meet the guaranteed 3x threshold.
Step 1: Remediation Plan (Mandatory): Before any refund, the Founder offers a 30-day Remediation Period at no additional cost. This includes: - Technical deep-dive and debugging. - Optimization of the automation workflow (SOP-12). - Additional team training for the Client.
Step 2: Re-Assessment: After 30 days, re-calculate the ROI.
Step 3: Refund Execution (Final Resort): If the new ROI projection still fails to meet the guarantee, a partial refund is issued to bring the effective ROI to the guaranteed level.
Example: If the guarantee was $60k benefit ($40k profit) but only reached $30k benefit ($10k profit), the difference in profit ($30k) is used to calculate the partial refund, ensuring the client reaches the minimum guaranteed return.
3.3. Client Refusal
If the Client refuses to provide the required data, the guarantee is voided. This is stated clearly in the SOW.
4. Communication & Credibility
- Transparency: The methodology is shared with the Client during the Proposal Meeting (SOP-02) to build trust.
- Documentation: All calculations, baseline data, and the final ROI report are archived in the Client's record in the CRM.
- Founder-Led: All communication regarding the guarantee is handled directly by the Founder to maintain professional authority and credibility.