#208: Give Me Back My Money! What To Do When Customers Ask For Refunds - Tash Corbin, Heart-Centred Business Podcast

Hello, amazing entrepreneur, it's Tash Corbin here and welcome to another episode of the Heart-Centred Business podcast. This is episode number 208 which means you can find all the relevant links and show notes over at tashcorbin.com/208. In this episode, we are going to deal with the icky topic of what to do when someone says, "give me back my money!"  When you get refund requests from customers or people wanting to drop out of your coaching packages - How do you handle it? What do you do? Have you completely failed? No you haven't. We're going to deal with all of this in today's episode, so let's dive straight on in.   Ugh, I can already feel your discomfort right now. It is so “ick” - that feeling, even just the fear of having it happen.  Someone's asking for a refund or wanting to drop out of working with you, or they don't feel like they got value and are telling you it was horrible.  And they demand they get their money back. Oh my goodness, it is so icky. Now for all of you tappers out there, feel free to do some EFT as you're following along to this if any of those feelings are coming up for you! I totally understand as an entrepreneur and business owner, especially for those of us who have personal brands where we put our heart and soul into our business - having someone say something wasn't good enough or they don’t want that anymore – It can feel like they're saying you as a person are not good enough, or that you as a person have failed. There's a lot of emotion tied up in someone not wanting to work with you anymore, or them wanting their money back.  So I want us to take an objective step back for a moment. I've got three things you can do when it happens. But first let’s take that objective step back, and think about our own experiences.  Not only as the seller, but also as a buyer, because we can have both good and bad experiences with refunds and people dropping out as both the seller and as the buyer, and I have plenty of examples of these. I was working with a VIP mentor once and after a couple of sessions together, I started to feel like we weren't a great match.  One of the key reasons was that the business and marketing strategies that they were trying to get me to use didn't really feel like they were aligned with my values. And I also felt like I got very overloaded in the first couple of weeks and then kind of left high and dry for a little while. So I reached out to that person and expressed how I was feeling, with the intention of us having a conversation and working out how we could continue working together, but in a way that was better suited to my needs. I instantly received back an email that basically blamed me and told me that it was all my mindset that was the problem, and gave me a list of all the reasons why the provider was doing the right thing, and suggesting that it was me as the client who was doing all the wrong things. Wow, this left such a bad taste in my mouth! I truly didn't know how I was going to continue working with that person, after the way they had reacted to my initial inquiries about maybe adjusting the way that we work together. It became a really interesting experience for me as a buyer, to experience the backlash while not even asking for a refund, but just looking to pivot the way that we were working together. I've also had times where I tried to get a refund from a course or program because what was on the inside did not match what was advertised, and I had to jump through a bunch of hoops to access that refund - it felt really gross. In one course I did, the promotional webinars and sales page showed a “30-day, no questions asked, money back guarantee.” I had felt very safe in buying that because I knew that I could jump in, give it a go, see what Let me know your thoughts via our Text FanMail!Join us in Noosa at the Heart-Centred Business Conference in September!Find out more and secure your ticket at: tashcorbin.com/conference