Why would clients ask for refunds?
| Category: Entrepreneurship | Date: 2001-07-09 |
I assume youve done your homework! Youve created a top product (or have the rights to an excellent product or service) where the after sales service and assistance are brilliant. Whatever your client wants you go out of your way if you need to and bend over backwards to exceed every expectation they have.
With the above being well applied in your business one could be excused for thinking that refunds and credits should belong to the past. Not necessarily!!! One thing is for sure if you really do use the opening paragraph of this article as your motto, slogan or standard you swear by then problems with your clients will indeed be minimised. This is a major point; minimised! Not eradicated, which is, in essence, a major goal of any business.
So why would anyone, still after getting the best of the best throw the towel in and ask for a refund???
1) Sales literature didnt match the product and/or service 2) Client Envisaged Something Else 3) Product Delivery Time Lag 4) Follow-Up Service Not Timely Enacted Upon 5) Server Error 6) Client Doesnt Really Know What He/She Is Looking For!
There are tons of other possibilities and everyone of them can be adequately rooted to a particular source. However, we have assumed paragraph one to be true. This rules out the first four reasons as to why someone would still ask for their cash back. This means that your client can still become upset enough to ask for a refund when something out of your control isnt adequately executed. Lets look at reasons number five and six:
Server Error. If you offer an electronic product whereby the payment has been accepted from your secure server but the download instructions werent in the mailbox of your client in timely fashion then its possible that you might get a nasty complaint and a request for an immediate refund. If this is becoming habit with your server then I would suggest changing servers to a quality host that has an uptime in the vicinity of 99% to protect you from such suicide measures.
I can suggest the services of Virtualis if you experiencing this to host your server. They can be reached at: http://topliving.com/marketing/virtualis.htm
Sometimes it doesnt matter how often you offer the world to your clients as there are some who expect you to solve their problems when all you are offering is a philosophy, product or service to improve their living standard. In other words they get so caught up in the guarantee so that if the world doesnt spin at so many revolutions by such and such oclock then the product sucks and they want their money back immediately. This is the hardest aspect to control. If your product delivery is totally automated and you rarely get questions before the purchase then your chances of reducing this aspect are, at best, remote.
I remember reading in Marlon Sanders, "Amazing Formula That Sells Products Like Crazy" about an acquaintance of his who openly admitted to blatantly asking for refunds after he purchased and read the product. My guess is that the poor man rarely added value to his life through these products he purchased adopting these methods. Marlons Book: http://topliving.com/marketing/amazing.htm
This sort of attitude is quite simply abusive and counter productive to all parties. Unfortunately this is an aspect some would-be clients adopt. There are others who do this sub-consciously which is really the same. The difference is the latter purchase the product as they are more sold on the idea of what results it will bring as opposed to the achievement of the goals themselves. Such clients are almost impossible to please as they dont really know what to expect (as they dont really know what their looking for).
You need to be aware that such people exist. As long as you have a wonderful product with the best support and service you can afford to give your refunds will be minimised. This is the goal to aim for...
Think Successfully.
About the Author
Darren Roberts Copyright © 1999, All Rights Reserved.
Subscribe to Darrens popular "Success and Self-Motivation" Weekly publication, "AAvenues 2 Your Success" and receive the E-Book "How To Build A Healthy Attitude" absolutely free.
Click Here To Subscribe!
The above is an excerpt from Darrens new book called: "Making Your Success Inevitable" For more information on subscriber discounts and bonuses see details below.
darren@topliving.com
http://topliving.com/book.htm
With the above being well applied in your business one could be excused for thinking that refunds and credits should belong to the past. Not necessarily!!! One thing is for sure if you really do use the opening paragraph of this article as your motto, slogan or standard you swear by then problems with your clients will indeed be minimised. This is a major point; minimised! Not eradicated, which is, in essence, a major goal of any business.
So why would anyone, still after getting the best of the best throw the towel in and ask for a refund???
1) Sales literature didnt match the product and/or service 2) Client Envisaged Something Else 3) Product Delivery Time Lag 4) Follow-Up Service Not Timely Enacted Upon 5) Server Error 6) Client Doesnt Really Know What He/She Is Looking For!
There are tons of other possibilities and everyone of them can be adequately rooted to a particular source. However, we have assumed paragraph one to be true. This rules out the first four reasons as to why someone would still ask for their cash back. This means that your client can still become upset enough to ask for a refund when something out of your control isnt adequately executed. Lets look at reasons number five and six:
Server Error. If you offer an electronic product whereby the payment has been accepted from your secure server but the download instructions werent in the mailbox of your client in timely fashion then its possible that you might get a nasty complaint and a request for an immediate refund. If this is becoming habit with your server then I would suggest changing servers to a quality host that has an uptime in the vicinity of 99% to protect you from such suicide measures.
I can suggest the services of Virtualis if you experiencing this to host your server. They can be reached at: http://topliving.com/marketing/virtualis.htm
Sometimes it doesnt matter how often you offer the world to your clients as there are some who expect you to solve their problems when all you are offering is a philosophy, product or service to improve their living standard. In other words they get so caught up in the guarantee so that if the world doesnt spin at so many revolutions by such and such oclock then the product sucks and they want their money back immediately. This is the hardest aspect to control. If your product delivery is totally automated and you rarely get questions before the purchase then your chances of reducing this aspect are, at best, remote.
I remember reading in Marlon Sanders, "Amazing Formula That Sells Products Like Crazy" about an acquaintance of his who openly admitted to blatantly asking for refunds after he purchased and read the product. My guess is that the poor man rarely added value to his life through these products he purchased adopting these methods. Marlons Book: http://topliving.com/marketing/amazing.htm
This sort of attitude is quite simply abusive and counter productive to all parties. Unfortunately this is an aspect some would-be clients adopt. There are others who do this sub-consciously which is really the same. The difference is the latter purchase the product as they are more sold on the idea of what results it will bring as opposed to the achievement of the goals themselves. Such clients are almost impossible to please as they dont really know what to expect (as they dont really know what their looking for).
You need to be aware that such people exist. As long as you have a wonderful product with the best support and service you can afford to give your refunds will be minimised. This is the goal to aim for...
Think Successfully.
About the Author
Darren Roberts Copyright © 1999, All Rights Reserved.
Subscribe to Darrens popular "Success and Self-Motivation" Weekly publication, "AAvenues 2 Your Success" and receive the E-Book "How To Build A Healthy Attitude" absolutely free.
Click Here To Subscribe!
The above is an excerpt from Darrens new book called: "Making Your Success Inevitable" For more information on subscriber discounts and bonuses see details below.
darren@topliving.com
http://topliving.com/book.htm
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