Coaching and Refunds

Millard,

Never. But then I am very careful to screen potential
clients before the contract begins.

Your success as a coach depends to a very large extent
on your ability to choose who you will and won't work
with.

Some people just aren't ready to be coached, some are
likely to be unwilling to put in the work. Filtering out those
kind of people will lift your success rate and virtually
eliminate the likelihood of anyone requesting a refund.

Of course, it's also important to maintain a feedback loop
so that you can identify any potential problems long before
a client would want to request a refund.

John

With my students it's really simple.

I don't offer a refund and once they get in the course they find out why. Mainly because they are already setting an excuse for failure. And that is what will come because you're already planning your out.

Forget giving up. Life, as well as business, is going to have problems, issues, walls thrown up, etc, you have to knock them down, plow through them.

"Over, under, around, or through, what ever it takes I'll do"

Words to succeed by my friends.

I trained as a coach back in June 2000.

In the early days I had a 'learning experience' with a
client who was delighted after our first session together
and yet then after session 3 they asked for a refund.

At that time, I charged for 8 sessions in advance so I
returned the money for their 5 unused sessions.

Since that time, I've operated a policy that the client
can have a full refund of all money paid if at the end of
the first session they decide that it's not for them.

This is a way to offer a risk-free offer to interested
prospects.

Thereafter, I only offer a refund of unused sessions
because coaching is a one-on-one exchange for my
time which is valuable in irreplaceable.

Whatever you choose, make sure that you communicate
your refund policy clearly to prospective clients well in
advance of exchanging money and beginning the coaching
relationship.

Dedicated to mutual success,

Shaun

I've only ever had 1 refund request and that was between when they said they wanted coaching and when we had our first session (basically the next morning they changed their mind before we even started).

As John said - you need to have a good filtering system in place. I don't take coaching clients who don't already have some sort of business plan and I don't work with people who do not respect my time. I always overdeliver massively so I have no time for people that are just looking for free advice and don't intend to invest in the relationship.

Andy

I appreciate your thoughts.

This has only happened one other time in the mid-1990's. In that case, the client flew across country, spent one day with me, took home a boatload of materials, gave me a big deposit (credit card) with the promise to pay the rest in 10 days. When the tenth day rolled around and I asked for the rest of the money... He said, "If you are going to be that way, I just want a refund!"

Fortunately, it doesn't happen too often.

One question I might further ask... "If someone pays via Paypal, doesn't that limit
your ability to NOT allow refunds?"

Look, I am not anxious over this.... It just frosted me that I spent an hour and a half with this fella, gave him a bunch of materials (BTW, he begged me to let him in on the coaching after it closed) and then says that even though I said I would not accept refunds he demanded one.

Ha! I learn things about myself and people every day. This is a lesson to me.

I think before I do anymore coaching, I will have the coachee sign an agreement that this is for my time and knowledge.... once given... no refunds.

Thank you everyone for letting me vent a little! (grin)

Cheers,

Millard

So far I've never had a coaching student ask me for a refund - but as others have mentioned, I use a careful screening process.

Still, that's a bit frustrating, especially since you shared thousands of dollars in materials with the client (not to mention your time!)

There's really no way to know before you experience this, but that's a HUGE RED FLAG for me now. I did a lot of coaching in 2010 (coached 300+ Warriors) and had maybe half a dozen people beg me to let them into closed sessions that were full or - more often - beg me for a discount. Early on I didn't know any better and allowed this. Big mistake. The people who beg for anything before you start will be the rudest and they'll attempt to monopolize your time. You learn that lesson quickly.

As for refunds, I never got any that I can recall last year except before the class actually began. That happened a few times, but that's just buyer's remorse. I made a point in the sales page to mention that no refunds were offered and not to order if you were not fully committed to taking action, etc.

I appreciate all the tips... I refunded his money.... and yes, I should have known better!

When I was talking with the client and he asked for some information above and beyond what I was going to give in my package, I said no. It was at that point that he changed. I then gave him some more info and files to help... to no avail.

But above everything else here, I was actually testing whether or not a "Coaching" package would be a good fit here on the Warrior Forum. Maybe someone else has had success "Upselling" a high-end package.

I have upsold many warriors to private coaching after they have bought a product or two from me.... that seems to work best for me.

The front-end coaching package that I sold here as a WSO taught me a lot!

Thanks for your experience.... it mirrors mine.... Again, glad it has only happened twice in 16 years.

Warmly,

Millard

Had it happen once, but soon found out by a well known warrior member, that he is a serial pest, troll refunder.

Yes, they are around here. SO you have been warned. DO NO FEED THE TROLLS.

I love teaching people, and when there is one person that spoils it, it loses its magic I guess.