Before we dive into this, I need you all to ensure you have aโฆ
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NO REFUND Policy when a new client signs up & it is explained & they sign it
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๐ This is part 1 of making sure you donโt get the dreaded
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โCan I Have My Money Backโ request
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The reason I am talking about this today is that itโs something that popped up on one of our FitPro Incubator coaching calls this week
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Each week, we have a number of coaching calls, focusing on different topics to ensure clients have the resources & knowledge they need ๐ช
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Anywayโฆ
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It was brought up that a request came in from a member at a gym who had broken her leg over the weekend
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And now she needs a refund as she canโt carry onโฆ NIGHTMARE ๐ซฃ
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This story actually gets a little funnier, but I will explain that a bit further down
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So we talked over a few situations
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1๏ธโฃ Did she sign the โNo Refundโ policy and fully understand it? Answer: YES
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This next step comes down to how much of a pushover you are
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๐ DONโT BE A PUSHOVER ๐
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We said to simply reply back, saying how sorry you are that she broke her leg, wish her well in her recovery, plus when she is better, she can re-start her 6 weeks in full
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The kind thing to do right โค๏ธ
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This person isnโt accepting it ๐ฉ
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๐ฃ๏ธ I just want my money back
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Now we move into a little deep waterโฆ it becomes a battle of wills
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๐ DONโT BE A PUSHOVER ๐
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Reply: unfortunately, we donโt offer refunds, as per the terms you signed when you joined. Then repeat the kind offer
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Responseโฆ
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๐ฃ๏ธ If I donโt get my money back, I will be looking into legal advice
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When this card comes out, something starts to smell ๐y right?
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Rememberโฆ ๐ DONโT BE A PUSHOVER ๐
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At this final stage, we now take the blame away from you to see if this changes the situation
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We blame the accountant
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๐ฃ๏ธ If you can send over a doctorโs note, I can pass this onto the accountant, who can sort this out
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The end resultโฆ she has gone quiet ๐ซฃ which begs the question? Did she actually break her leg ๐ค
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From time to time, you will get people who test you
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But rememberโฆ ๐ DONโT BE A PUSHOVER ๐
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Take it as far as you need, then if it makes sense to give the money back, only do it right at the end
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Like I said at the startโฆ ensure you have a NO REFUND Policy when a new client signs up & it is explained & they sign it
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If you need the support, contracts, guidance, accountability & coaching to grow your fitness business
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Then I would love to share more about what we do inside the FitPro Incubator โ>> https://fitproincubator.com/
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You got this ๐ช
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David ๐