May 30, 2018
Hello LifeChangers - welcome back for another energetic episode of The LifeChanger Podcast! Thank you so much for joining me today, I can’t wait to help you change more lives! Today I invited Dan Holguin to the show to discuss a very important topic, refunds and how to avoid them. In this episode Sterling talks about the following:
- Refunds - they happen to all coaches at some point in time.
- How to avoid refunds in the first place.
- How to handle a refund when it’s requested.
- Not all refund requests are created equal - some are a blessing in disguise.
- Assume and communicate future success to all clients.
- It’s now or never, clients either want to change or they don’t.
Today Dan and I dive into everything regarding refunds - from what you should do in your sales process to avoid a refund in the first place AND how you should handle a refund request if it happens. Integrate these steps into your sales process now, and you’ll see less refunds in your businesses future - which of course means… changing more lives!
- Acknowledge - thank and appreciate them immediately after the sale.
- Future Pace - paint the picture of their positive future right away.
- Schedule your next meeting right then and there.
- Give every client a surprise bonus resource as soon as they sign up.
- Give them an immediate assignment - something to do to get their mind on the future.
- Bonus: make it be your policy that the spouse (or other financial decision maker) is present during the sale call.
Refunds do happen, to every business owner - here is what you should do when that dreaded refund request comes through to your inbox or phone. Keep in mind that not all refund request are a bad thing, sometimes it is a blessing in disguise. If this client is requesting a refund and keeps pushing for one, likely you wouldn’t have been a good fit to work together anyway - they are not your ideal client.
- Acknowledge their uncertainty.
- Set up a phone call right away
- Ask why they joined in the first place - dig for their desires and bring around to a place of possibility.
- Help me understand what exactly your challenge is, what is keeping you from actually having your dream right now?
- Ask if they have ever faced a difficult decision before where they went through with it anyway, and what those results were.
- I hope it’s okay to ask this question - what’s going to happen to you if you walk away now?
- Share a personal experience when you made a difficult decision where you invested in yourself and the great results that followed.
Things Mentioned In This Episode:
Links to resources: