Winning Back Refund Requests Process

• HAVE A PHONE CALL OR ZOOM CONVERSATION

I never have a refund conversation by text message. I don’t tell them I’m calling, after they send a message about a refund, I call at my very next availability.

Make sure you’re recording the call. VERY IMPORTANT, if you don’t have a call recording app, get one. What it does is make sure they can’t say you said something you didn’t. It helps us have your back.

• WHAT IF THEY DON’T PICK UP?

I try twice that day, after the second call of they don’t pick up, I respond to them by text saying –

“Hey NAME, I saw your message, just wanted to connect to see how we can support you, call me back when you can. I’ll try you again tomorrow. When you get on the call- RAPPORT”

I spend the first part of the call reconnecting as humans. My goal is usually to laugh together before getting into the conversation. Genuine, smiling rapport as if they didn’t ask for a refund. Pull in stuff you know about them from the first call. Or from anything.

They may want to “get right to it” but THESE CALLS ARE WON BY RAPPORT. EVERY SINGLE TIME.

When they rebuild trust, there’s a conversation and you’re on the same side of the table. Otherwise it’s just butting heads.

• RECORDED CALL

Casual mention – like you know we record all our calls just so I don’t miss anything.

• ACKNOWLEDGE

Acknowledge their message with their pain, their dream and then a very tiny summary of their challenge, ask them if anything has changed since you last spoke (e.g. last time we spoke you PAIN and we were fighting for DREAM, I just wanted to see, did that change since we last spoke?)

• LET THEM SPEAK (AND FEEL HEARD)

Then let them speak – no it didn’t change but now o realize EXCUSE EXCUSE EXCUSE and I want a refund.

Only let them speak for 1-3 minutes max. Really just until you understand the main objection.

Repeat what you’re hearing back to them so they feel heard. I don’t repeat the refund request part, I only repeat the CHALLENGE they’re having or objection.

Ooh ok so for you you feel like you made a rash decision. Etc

• COMPASSIONATE OBJECTION HANDLING

Ok so is the only thing keeping you from DREAM feeling like OBJECTION?

Feel felt found // that’s exactly why // can I be honest? Etc

During this time you can casually mention you had mentioned its a non refundable deposit on the original call. But don’t do that right at the top, so it within the conversation.

Eg. You know when I mentioned on our first conversation that it was a non refundable deposit, it’s because we’re not here for your deposit. We’re here for you to be able to DREAM DREAM DREAM. And the truth is, I know you feel the challenge right now, but this is the EXACT PATH to DREAM.

I can’t tell you how many people have felt this way and almost walked away from their dream and today they’re some of our most grateful clients.

• SUPERHERO IDENTITY

In these conversions is very important to reconnect them to their superhero identity.

Remind them of what they said.

Remind them of who they are.

Highlight specific ways they’ve shown their superhero

Eg. If they did their kick off homework- what i love about this NAME is you’ve been so committed from our conversation! You already did your homework within 24 hours. You wrote down and claimed your dream. You posted in Facebook. I know you’re committed to DREAM. But this is where the rubber meets the road. This is where the people who get there differentiate themselves from those who don’t. And I know you are serious about this etc.

• ALWAYS CLOSE THE LOOP

Give them an action to take to secure their decision from the conversation.

So let’s create a plan to help you get the rest of the funds in. Did you call the credit card company yet?

So let’s go ahead and rebook your onboarding call with coach Emily.

So let’s go ahead and finish your CF application right now so that we know whether or not this will help you get to dream.

Have you been able to log into the modules? Ok go ahead and do that now so I know it’s working on your end. Etc

• CLOSE THE CALL- HIGH ENERGY

You want to laugh, bring the energy back. Remind them of the fun you had in the first conversation etc.

• WHAT IF AFTER 45 MINUTES THEY ARE STILL INSISTING ON A REFUND?

Like I mentioned on the first call we have a no refund policy. I can ask our director of operations but the truth is I already know the company policy. That’s why I mentioned it on the first call, that’s also why it’s written in bold and italics in the client agreement. Because we aren’t here for deposits we are here for commitment and we honor our word. I will ask our DOP what he thoughts are but I’m pretty confident it’ll be just what I’ve already said.

The good thing is with your deposit, you will be getting the fast action discount whenever you get started whether it’s later this week or it takes us a few months to get in the room.