In this episode of the Diamond Mining mini series, Blaine asks a valuable question about guarantees in a service industry. Its easy to guarantee a product because you can just refund somebody’s money if they’re not happy. But with some services, like real estate appraisals, an appraiser cant guarantee that everybody in a transaction will be happy and they can’t refund money simply because somebody might not be happy with their appraisal. 

What they CAN do however, is guarantee several aspects of the delivery of their service! Blaine talks about several ways the delivery of a service can be guaranteed in a way that gives the company a competitive advantage in the market.