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Episode 136: How to Handle Refund Requests

Refund requests are a part of doing business, not a reflection of who you are or how you operate as a coach. Today I’m sharing the tools you can use to reduce refund requests and steps you can take to handle refunds in a way that makes sense for you and your clients and aligns with your values.

136: How to Handle Refund Requests

Refunds happen. They're not fun, but they're a rite of passage that most of us must learn to manage even though we wish we could avoid it. As someone who has had that pit-in-the-stomach experience of opening your inbox to see an email with the subject line "Refund request," I've found that they're much easier to handle if we prepare for it in advance.

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Show Notes

Refunds happen. They’re not fun, but they’re a rite of passage that most of us must learn to manage even though we wish we could avoid it.

As someone who has had that pit-in-the-stomach experience of opening your inbox to see an email with the subject line “Refund request,” I’ve found that they’re much easier to handle if we prepare for it in advance.

Today I’m sharing primary, secondary, and tertiary prevention strategies you can use to create a plan that you can turn to when a client requests a refund.

Before we dive into the logistics and tools, I want to emphasize that as ethical coaches, refund requests do not say anything about your worthiness as a person or as a coach. They’re just a part of doing business. I hope this episode will give you some structure and guidelines for handling refund requests and the complex emotions that can come with them.

Topics covered

  • Resetting your thinking around refunds
  • How clear communication can minimize the number of refund requests we experience in our coaching practices
  • Key elements to include in your coaching contracts and terms and conditions documents
  • Red flags that suggest someone might be thinking about asking for a refund
  • How to partner with a client considering a refund to find a mutually agreeable solution
  • What to do once you receive a refund request
  • Create a plan for taking care of yourself emotionally and energetically

Resources mentioned

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TRANSCRIPT

 

Well, hello there, my friend. Welcome to the Coach with Clarity Podcast. I'm your host, Lee Chaix McDonough and I am so honored that you are joining me for today's episode. If you are a longtime listener of the Coach with Clarity Podcast then you know, I really make an effort to balance the topics for the podcast when it comes to the craft or the art of coaching, and the business of coaching. And today, today is going to be more of a business oriented episode. And in fact, I will be addressing a topic that no one wants to think about, no one wants to talk about, and yet everyone has questions about. That's right. Today we are talking about refunds and what to do if you have a client or a student or a customer request a refund from you. 

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