Before we dive into this, I need you all to ensure you have a…
NO REFUND Policy when a new client signs up & it is explained & they sign it
👆 This is part 1 of making sure you don’t get the dreaded
“Can I Have My Money Back” request
The reason I am talking about this today is that it’s something that popped up on one of our FitPro Incubator coaching calls this week
Each week, we have a number of coaching calls, focusing on different topics to ensure clients have the resources & knowledge they need 💪
Anyway…
It was brought up that a request came in from a member at a gym who had broken her leg over the weekend
And now she needs a refund as she can’t carry on… NIGHTMARE 🫣
This story actually gets a little funnier, but I will explain that a bit further down
So we talked over a few situations
1️⃣ Did she sign the “No Refund” policy and fully understand it? Answer: YES
This next step comes down to how much of a pushover you are
🛑 DON’T BE A PUSHOVER 🛑
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
The kind thing to do right ❤️
This person isn’t accepting it 😩
🗣️ I just want my money back
Now we move into a little deep water… it becomes a battle of wills
🛑 DON’T BE A PUSHOVER 🛑
Reply: unfortunately, we don’t offer refunds, as per the terms you signed when you joined. Then repeat the kind offer
Response…
🗣️ If I don’t get my money back, I will be looking into legal advice
When this card comes out, something starts to smell 🐟y right?
Remember… 🛑 DON’T BE A PUSHOVER 🛑
At this final stage, we now take the blame away from you to see if this changes the situation
We blame the accountant
🗣️ If you can send over a doctor’s note, I can pass this onto the accountant, who can sort this out
👇
The end result… she has gone quiet 🫣 which begs the question? Did she actually break her leg 🤔
From time to time, you will get people who test you
But remember… 🛑 DON’T BE A PUSHOVER 🛑
Take it as far as you need, then if it makes sense to give the money back, only do it right at the end
Like I said at the start… ensure you have a NO REFUND Policy when a new client signs up & it is explained & they sign it
If you need the support, contracts, guidance, accountability & coaching to grow your fitness business
Then I would love to share more about what we do inside the FitPro Incubator —>> https://fitproincubator.com/
You got this 💪
David 🙂
How To Deal With Refund Requests 🤬
