If we see the role of marketing as being about getting people to say “yes” then the result of someone saying, “perfect! Why do they want a refund? The bad news is, they’re now asking for a refund. I wanted to go above and beyond to help fix the problem. I suggest the first thing you say is, “I’ll absolutely refund your order.”. Find out what the exact problem is and how you can help. These are challenging times to be sure. You can listen to the full audio of the interview here, starting with a bonus track of Lisa Hodgson singing Dark, Dark … [Read More...] about A Conversation With Stephen Jenkinson: On Stories & Spells, Mighty Network is currently building me a membership site MarketingForHippies.com. Our aspiration is to keep you as one of our most valued customers, and we hope to serve you better in subsequent times. Writing well, just like speaking well is a valuable communication skill especially when it comes to business matters. Who needs the drama? If a customer is unhappy with their service or product, and needs attention before a certain cut-off date, be aware of their scheduling concerns. If their reason for a refund is vague, ask some questions. Make like a detective. I immediately refunded her money (as I think we should if there’s any chance that the fault was in a lack of clarity in our marketing). What Should You Do If a Customer Requests a Refund? If the refund request is for some other reason, I don’t have much advice other than to have clear policies, sit with it, do what feels right to you and always err on the side of generosity, not stinginess. Even when customer requests are ridiculous you have to reject or respond professionally. Probably not. But, as I read it, I began to see what she was saying. So, I went to look at the sales page to see just how wrong she was and to be able to point out that she hadn’t really read the sales letter. . They shouldn’t have to jump through a million hoops to get their money back. And, regardless of the reason, see if there’s something you can learn, some, about A Conversation With Stephen Jenkinson: On Stories & Spells, about 7x Mighty Networks Business Models & Community Strategies (with Bradley Morris & Tad Hargrave), about Mentorship Program Case Study #2: Healer, Rachel Warrington – Yarrow Healing Arts, Victoria, BC, Canada, about Mentorship Program Case Study #1: Burlesque Performer & Soulful Mentor – Kellita Maloof – Showgirl Awakening, USA, about Five Types Of Stories You Can Use In Marketing (And How), about The Vibe Chart: Collapsing, Posturing and Composure, about Guest Post: Corona Virus: Adaptation, Opportunity and Community, about On The Corona Virus and Vulnerable Business Models, about Hub Marketing and Collaborations with George Kao and Tad Hargrave, about Ten Homepages Case-Studies Worth Exploring, about Three Core Strategies to Reducing The Perception of Risk, about Meet The Woman Who Changed My Mind About TeleSummits – A Conversation With Milana Leshinsky, about Niching: Six Core Videos and Five Core Blog Posts, about Guest Post: How to FINALLY Hire Your First Assistant, about Thirty-Three Elements Service Providers Can Include in Their Premium Programs, A Conversation With Stephen Jenkinson: On Stories & Spells, 7x Mighty Networks Business Models & Community Strategies (with Bradley Morris & Tad Hargrave), Mentorship Program Case Study #2: Healer, Rachel Warrington – Yarrow Healing Arts, Victoria, BC, Canada, Mentorship Program Case Study #1: Burlesque Performer & Soulful Mentor – Kellita Maloof – Showgirl Awakening, USA, Five Types Of Stories You Can Use In Marketing (And How), The Vibe Chart: Collapsing, Posturing and Composure, Guest Post: Corona Virus: Adaptation, Opportunity and Community, On The Corona Virus and Vulnerable Business Models, Hub Marketing and Collaborations with George Kao and Tad Hargrave, Ten Homepages Case-Studies Worth Exploring, Three Core Strategies to Reducing The Perception of Risk, Meet The Woman Who Changed My Mind About TeleSummits – A Conversation With Milana Leshinsky, Niching: Six Core Videos and Five Core Blog Posts, Guest Post: How to FINALLY Hire Your First Assistant, Thirty-Three Elements Service Providers Can Include in Their Premium Programs. It would center around the … [Read More...] about The Vibe Chart: Collapsing, Posturing and Composure, By Julie Wolk Please accept our sincere apology for the difficulties we have caused you. Because it is. helping conscious, green and local businesses to grow, Years ago, I got an email from a client that said something to the effect of, “I feel like the sales letter kind of hyped this up and it wasn’t what you said it was. it just felt like it wasn’t what was promised. As the famous adage goes, “We can’t please everyone.” That’s quite true even in large-scale businesses. Respond to refund requests promptly and attack them with a problem solving mindset. If I’d had more money at the time, I might have just given it all back. She said she just recieved her order and it didn't meet her expectations so she would like a refund. When the customer receives the wrong product, they can be upset and either request a refund or want you to send the product they ordered in the first place. But, often, it’s that what they bought isn’t giving them the benefits they’d hoped it would (or they don’t trust that it will). If there’s any chance that your marketing was to blame for them buying something that wasn’t a fit, refund the money and consider it a business expenses in market research. Requesting a customer fill out a CSAT; Refusing a discount request; Exploring the possibility of content collaboration; Responding to a frustrated customer who churned (apology) These emails should show empathy and understanding while remaining respectful and honest. I thought that was pretty hassle-free. Worst. This should be followed by addressing the customer’s concern. Notice how Michael begins the sentence by thanking her for her proactiveness in following up on her previous request. .” but I’d not made a similar list of, “This ebook might not be for you if . So, here is a sample letter that can help you in responding to a subscription cancellation and a refund request. They signed up for a workshop on dating and then met the woman of their dreams. You’ll never handle the remaining 10% because there’s no policy to handle crazy. One of the beautiful benefits of people asking for refunds is that you start to see who is a fit for you and who isn’t. These people shouldn’t be penalized or given the runaround when trying to return something. Welcome, you've arrived at an RP Emery & Associates Free Legal Document Page. That’s the goal. Sure, there are some people who request money back to take advantage of businesses. Once you’ve been in business for a while, eventually, someone is going to ask you for a refund. “I wouldn’t have bought it!”. Good news—you received a payment from a customer or client. Years ago, a woman attended a pay what you can, weekend workshop I was running. I went back and read the sales letter and there was nothing inaccurate but . Filed Under: Business Systems, Sales, Sales Letters. 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