[151] How To Turn Bad Customers Into Your Biggest Fans

Posted on /by Natalie Sisson/ in Podcast / 4 comments

It’s inevitable that, at some point the lifetime of your business, you will encounter a customer that, simply put is just a dickhead.

Who’s mere ignorance or rudeness just makes you want to let rip. Who’s email has just ruined your day.

And while customer service ‘gurus’ will tell you to always act with the best intentions of the customer in mind, I’d like to challenge that advice.

I am EXTREMELY fortunate to receive less than a handful (and I mean count on one hand) requests for refunds in a YEAR.

Either people aren’t telling me when they’re not happy, but not feeling so unhappy they feel like getting their money back, or my products rock their world – I’d like to think it’s the latter.

To refund or refund, that is the question?

My internal policy is to give a refund no matter what. When in doubt, just give them the refund.

You don’t want the hassle of arguing with them really do you? It’s a small act, it doesn’t take long and it serves you well in the future as they may still buy from you and you took care of it quickly and let it go.

For me, it’s no skin off my back that they get to keep my digital guide. I like to think they might actually pass it on to someone who likes it and becomes a repeat customer down the track.

My policy on higher price items like programs or events is usually implicitly written on the sales page.

For example on my Freedom Plan program, I have an Action Taking Money Back Guarantee – you have to show me you’ve turned up, done the work and completed the exercises set in 30 days and you’ll get your money back in full.

For retreats I say no refunds will be given 60 days out as I’ve often already invested in hotels, events spaces, meeting rooms, tours and such.

What I’m talking about today is the customer you know just has a bad attitude, or a gripe that really isn’t to do with you, and you feel like proving a point and making an example of them…because you can!

In this week’s Fresh in 15 podcast I wrapped this whole ‘bad customer turned good’ sucker up in 10 mins!

I have actually given you a blow by blow example of how I took a sad-ass email complaint, proved implicitly that the error was in their hands, gave them a refund and turned the entire situation around, and how you can apply this method too.

Listen to this episode now.

Podcast: Subscribe in iTunes | Play in Browser | Download

What’s in it for me?

  • How to deal with rude, unhappy or downright dickhead customers and get a great result
  • What to consider before giving refunds and what your policy should be

Key Resources:

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  • Bhavin

    I completely agree with the notion of defaulting to a refund, especially for items that don’t cost you much. We have a core value of Wow > Profit, which helps us remember to think about the long-term.

    We also explicitly write our policy on our pricing page, but over time we found that a few people didn’t read it. Rather than faulting them, we realized we need to be even more proactive. We now include it in their email receipt and in their profile. Basically, we want to provide as many opportunities for customers to see the policy.

    I love your approach to serving customers—nice work!

    • That’s a great idea to be so transparent about it. And the WOW factor is all important. Great stuff Bhavin – I’m sure that makes your customers 100% confident to buy from you

  • Bhavin

    I completely agree with the notion of defaulting to a refund, especially for items that don’t cost you much. We have a core value of Wow > Profit, which helps us remember to think about the long-term.

    We also explicitly write our policy on our pricing page, but over time we found that a few people didn’t read it. Rather than faulting them, we realized we need to be even more proactive. We now include it in their email receipt and in their profile. Basically, we want to provide as many opportunities for customers to see the policy.

    I love your approach to serving customers—nice work!

    • That’s a great idea to be so transparent about it. And the WOW factor is all important. Great stuff Bhavin – I’m sure that makes your customers 100% confident to buy from you

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