Ep 47: Reframing the Refund Request

Karly and Lisa explore the wonderful world of… refunds. It’s a place where our emotions can get the best of us. It’s a place where we can feel a little personally attacked, or fall into chronic self-doubt. We can also get a bit reactive and defensive. What if a refund request actually has little to do with you, or with the quality of your product? And how can we turn a refund request into an opportunity?

SHOW NOTES

1:45 – Lisa shares her own experiences with refund requests, her generous refund policy and why she’s chosen to be relaxed about the whole process… even though there’s always some ickiness.
3:50 – The framing with which Lisa views refunds now and what she does to combat refund requests before they’ve even purchased something.
7:18 – Karly walks through the process many people go through when they get a refund request.
8:00 – Lisa shares a story of when she first moved into teaching people about business and received a scathing email requesting a refund… and how she approached the situation and turned it into a positive experience for everyone involved.
13:05 – What to be careful about when it comes to refund requests.
16:10 – Karly offers some advice around when it’s time to take the feedback on board and make changes and when to take that feedback to create something new.

To continue this conversation and hang with some RAD likeminded people, head to the Keeping Good Company facebook group… but PLEASE answer the question on the way in.