TRADEMARK FACTORY® CODE OF HONOR
1. FOR OUR CLIENTS, WE DO WHATEVER IT TAKES TO GET THEIR TRADEMARKS REGISTERED, EVEN IF IT MEANS GOING BEYOND WHAT WE PROMISED TO THE CLIENT.
If a client purchased our ALL-INCLUSIVE Package or our ULTIMATE Package, we spend as much time as necessary to achieve registration. Even if it becomes unprofitable.
We never attempt to convince the client that the situation is hopeless if there is an even outside chance of success. We work on finding solutions. We share all options with the client. We let the client decide without nudging the client towards an option that is most beneficial to us.
We provide the same high level of service to clients who purchased our I FEEL LUCKY package. Yes, we explained to the client that there is a risk associated with possible office actions. Yes, the client chose to take the risk. It certainly doesn’t mean that we can pay less attention to the initial application. Clients are expecting us to do our best, even if they choose the less expensive package.
If we do receive objections from the Trademarks Office (called an office action) for trademarks filed through our I FEEL LUCKY package, we recognize that the client is placed in the situation of having to choose between losing the trademark or spending more money. Only the client knows which of these two (trademark or money) the client values more. Nobody can make that decision for the client. Our responsibility is to take the time and carefully explain the options to the client and let the client decide.
2. WE RELENTLESSLY FOLLOW UP WITH OUR CLIENTS AND POTENTIAL CLIENTS.
With good news or bad news. If clients do not respond, we follow up. Again and again.
We don’t treat client’s silence as an opportunity to lay low for some time and do nothing. We follow up until the client responds. When the client does not respond within 48 hours, we assume our message (email or voice mail) got lost in the way and will never be delivered or listened to.
We never blame the client for not getting back to us when we expect. Clients have a business to run. Trademarks are our life, but it may be just a minor concern for our clients.
We keep following up, and never show frustration if we don’t hear back from the clients immediately.
Likewise, we relentlessly follow up with brand owners who have shown interest in trademarking but haven’t yet decided to become our clients. We follow up until the brand owner becomes our client or until the brand owner says they don’t want to use our services.
3. WE DON’T PANIC, BLAME OR GET ANNOYED. WE TAKE RESPONSIBILITY AND FIND SOLUTIONS.
Everyone on the team is in the business of finding solutions. We are not in the business of finding excuses.
Everyone on the team takes responsibility for how things are done (or not done).
Our success and our clients’ success depends on flawless operation of the entire team.
Whether it’s deadlines, searches, applications, or any other aspect, everyone from the bottom up is responsible.
4. UNLESS WE GET SOMETHING OF IMMEDIATE VALUE IN EXCHANGE FROM A PROSPECTIVE CUSTOMER, WE DON’T BEND OUR RULES.
We have the best offer on the market already.
No other firm in the world offers trademarking services with a free comprehensive trademark search, for a single all-inclusive flat fee, with a 100% money-back guarantee.
If a prospective customer doesn’t see the value, offering an additional discount is not going to accomplish anything other than devalue our offer.
Therefore, we don’t extend anti-procrastination deadlines hoping that if we give our prospects more time, they’ll appreciate us more. An anti-procrastination bonus is a bonus. If a brand owner wants to get our bonuses badly enough, they’ll find a way to get it.
The only exception from this rule is when a brand owner is in the process of incorporation or reorganization and needs a few more days to order our services on behalf of an entity that does not yet exist.
A promise to do business (even a LOT of business) with us in the future is NOT something of immediate value and does not warrant us bending our rules.
5. OUR WORD IS LAW.
We don’t break promises. Ever.
We don’t miss deadlines. Ever.
If we are falling short on our promise, we send a notification and an apology as soon as possible and do our best to accommodate a workable solution.
By taking our own promises seriously, we earn the right to expect the same from our clients and contractors. This includes the right to expect that our clients will make payments on time, without us having to chase them down.
6. WE CONTINUOUSLY REVIEW AND OPTIMIZE EVERYTHING WE DO.
We are the best in the world, but we always find ways to get even better. That’s why we are the best in the world.
Things that don’t work (or don’t work as planned or as well as they could) are an opportunity to get better, not a reason to get frustrated.
Everyone on the team is responsible for looking for ways to improve the system.
Every person on the team must come up with at least one “Is there a way we could…” per month. More often is better.
We always seek feedback from prospects and clients. Instead of forcing clients into the box of having to pick between what we think the client should think, we listen to what the client has to say. Then we decide if client’s feedback can make us better.
7. WE LISTEN TO CLIENTS AND SYSTEMIZE EVERYTHING.
We are in the business of systemizing everything we do.
Each and every mistake is a direct result of either the manual not covering a particular situation or someone failing or neglecting to follow the manual.
What this means is that each and every mistake should lead to either adding revisions to the manual(s) or having a serious conversation with whoever was supposed to follow the manual and didn’t. Mistakes not converted into learning opportunities are very costly.
Every situation is uniquely different. Each and every client or prospect rightfully expects that we’d treat them as if they were our only client. But the experience we deliver for our clients and prospects is still a direct result of how well our systems run.
We own our mistakes. We own up to our mistakes. We create an environment where mistakes are not repeated.
If something goes wrong, our immediate goal is to find a solution to the specific problem. But more importantly, our goal is to figure out how to prevent or how to minimize the negative consequences of a similar situation in the future.
That's why we ask our clients and prospects for feedback with specific suggestions and comments on how we can improve to provide even better service to our existing and future clients.