Wow, this one can trigger the pants off you!!
It can start out with the “I’m not good enough” “my work sucks” “I knew I’d get found out.” TO “how could they ask for a refund” “what I do is awesome” “they haven’t given it a chance” AND may end up with a very sulky “I don’t wanna give them their money back (I’d rather burn it)” << you get the jist!
Let’s just dissect it a little!
Someone asking you for their money back doesn’t mean you are;
- have been found out
- can’t do this
- aren’t good enough
First thing you have to do is to keep calm, you need to be coming at this with a level head and a degree of objectivity. Most of the time this isn’t about you or about your programme or product but something else is going on, or the customer is experiencing some testing circumstances. Don’t jump to conclusions, don’t make up the story in your head and catastrophise the situation before you’ve even drawn breath.
What’s going on? Are they having difficulties using the product? Is there something that you can help them with?
Sometimes you won’t get the story – BUT STILL DON’T MAKE ONE UP!
Whether you do or don’t get the information from the customer it’s now your choice how you deal with it. It’s important that you weigh up the economical factors with the energetic factors;
- The time that you will need to put into the situation
- The energy that you will need to put into the situation
- Whether the lingering of the situation will keep you stuck.
The important thing is that you don’t simply head directly into money fear. It’s not to be about the money – yes, I know that they want a refund and yes, I know that’s not ideal BUT we need to look at it beyond the fear of giving back the cash.
BUT, I hear you cry – it’s a matter of principle.
Principles can also be expensive. I once have a situation which had become a matter of principle to me. I kinda wanted to prove that my truth was THE truth rather than just a version of the truth. I had chosen not to get involved in mud slinging and ickiness and stick to factual information and deal with circumstances rather than how I felt – I tried to de-sensitise it. I knew no one would win a mud slinging battle. BUT I stood steadfast wanted to prove my principles! That was until I realised how much money this conflict was costing me. Was it worth it? Nope. My time and energy was being poured into the circumstances and situation and that was time and energy that I could no longer devote to my business. I decided that I knew what had happened and that was all important, in fact, who was I even trying to prove it to? I didn’t care what anyone else thought!
I’m not saying that you have to be a push over.
I’m not saying that you have to refund everyone who’s got enough front to ask for the refund.
What I am saying is that you have to weigh up the situation. What’s the fight worth to you? What will the fight cost you? Do you want people who are unhappy with their interaction and transaction with you?
It’s not just about refunding money 😉