How I Made $197 From A Refund Order :)

24 replies
I have had a good week this week. Must be from the fitness work I have been doing. My mind is sharp. When my mind is sharp I sort of go inside myself and ask "how can I make my business better" or "how can I make more money"

Over the weekend I saw a few refunds for my product. I do not worry i know that everyone who sells stuff online is going to get refunds from time to time. I just accept that as part of my business.

I have several big niche lists, and everytime I release a product lots of people buy, but this was for my new membership site I created.

Anyway to cut a long story short i emailed this guy, and asked why he hoped out the program. I told him I just emailed him because I love my prospects and just want to make things better, i was merely asking for advice.

You should of seen what happened!

Not only was he flabbergasted that I emailed him. He wrote a large email saying he was not getting fortnightly messages. When I check he had a funny gmail address and it was not picked up by my autoresponder.

When I found that out, I instantly sent him a personal message and apologized. He was flabbergasted again. But then I uped the anti. I said that would put him back in the membership program for 3 months for free, for the stuff up, if he used another email. He agreed.

Then I forgot that at the end of 3 months, I added a personal message for him. To join my membership for 12 months without paying the monthly recurring income. (as I remember him saying he didnt like getting billed monthly) so he agreed. He paid the $197 and by doing so, he actually saved a few dollars by paying upfront for the year, instead of being billed monthly.

So he went from a pissed off camper, to a free VIP member to a 12 month subscriber. Now if I didnt send that one curtious email, none of this would have happend.

It is incredible how well email still works and what a bit of communication with your prospects / refunders will do for you. You never know what problems exist and how easy they are to fix.

You might get a few ideas from this. So I hope I have helped someway.
#$197 #made #order #refund
  • Profile picture of the author Dennis Gaskill
    Nice work. Your customer was obviously a reasonable person, too.
    Signature

    Just when you think you've got it all figured out, someone changes the rules.

    {{ DiscussionBoard.errors[3456524].message }}
  • Profile picture of the author celente
    thanks dennis. At first I did not think so.

    But it turns out he is a very bright caring guy. so yep!
    {{ DiscussionBoard.errors[3456784].message }}
  • Profile picture of the author steveniam
    It mean superior customer service still works.
    Signature
    {{ DiscussionBoard.errors[3456847].message }}
  • Profile picture of the author Michael Lee
    That's a great story. Thanks for sharing.

    Let me share my own successful refund experience. One of my customers asked for a refund because she thought she's getting a physical product (my products are downloadable).

    I apologized for the confusion, gave her (for free) another product I'm selling to make it up to her, and told her she can keep all the products (including the extra one I gave her) even if she asked for a refund.

    She thanked me graciously; and as far as I know, she didn't proceed with the refund request.
    {{ DiscussionBoard.errors[3456865].message }}
    • Profile picture of the author celente
      Originally Posted by Michael Lee View Post

      That's a great story. Thanks for sharing.

      Let me share my own successful refund experience. One of my customers asked for a refund because she thought she's getting a physical product (my products are downloadable).

      I apologized for the confusion, gave her (for free) another product I'm selling to make it up to her, and told her she can keep all the products (including the extra one I gave her) even if she asked for a refund.

      She thanked me graciously; and as far as I know, she didn't proceed with the refund request.
      oh thats cool.

      Just goes to show, you care for a customers even if they are unhappy and things can work in your favour.

      Not all the time, but yours is a solid example too. Kudos to you.
      {{ DiscussionBoard.errors[3456883].message }}
  • Profile picture of the author paulie888
    Great work, Celente. Top-notch customer service for digital products is still quite a rarity today, and by providing the best possible service that you could and by being truly attentive to his situation, you turned a disgruntled customer into a raving one....wonderful case study!

    Paul
    Signature
    >>> Features Jason Fladlien, John S. Rhodes, Justin Brooke, Sean I. Mitchell, Reed Floren and Brad Gosse! <<<
    {{ DiscussionBoard.errors[3456885].message }}
    • Profile picture of the author celente
      Originally Posted by paulie888 View Post

      Great work, Celente. Top-notch customer service for digital products is still quite a rarity, and by providing the best possible service that you could and by being truly attentive to his situation, you turned a disgruntled customer into a raving one....wonderful case study!

      Paul

      Thanks paulie, great to see you here mate. Hope all is well with you

      I think sometimes we just get caught up day to day with our business inner workings we dont stop to think and realise good customer service can make you money. I am guilty from this for sure. Somteimes we might forget that the money is in the list as they say....and with those that have bought from you. Whether they are past or present clients.
      {{ DiscussionBoard.errors[3456922].message }}
  • Profile picture of the author Marketing Merit
    Great advice there Celente!

    Not only have you received great feedback from this guy, as to how to improve your product, but you also have someone who will now recommend you to other potential subscribers.

    Quite often we sit behind faceless websites and have little interaction with our customers/subscribers. You've just demonstrated how a business should be run!
    {{ DiscussionBoard.errors[3456905].message }}
    • Profile picture of the author celente
      Originally Posted by Marketing Merit View Post

      Great advice there Celente!

      Not only have you received great feedback from this guy, as to how to improve your product, but you also have someone who will now recommend you to other potential subscribers.

      Quite often we sit behind faceless websites and have little interaction with our customers/subscribers. You've just demonstrated how a business should be run!
      You are totally right Cheryll, I am guilty of this. I guess we alll are sometimes.

      I think the day I feel my business/s are the best they can be, I will retire on the spot. So It is safe to say I am many many years away from retiring.

      I remember tiger woods in his early career (before he took a strange liking to those of the female persuasion) he was interviewed and the interviewee asked soemthing like "you are the best in the world, is there realistically any chance you can get better"

      he responded. "The day I feel like I am the best in the world, is the day I will retire from golf. There is always room for improvement with me. I do want to be really good, I want to be teh best of the best of the best......and I feel that I am not there yet!"

      I guess no matter how much you earn online $100 a month or $100 million dollars a month. There are always things we can do to improve and earn more and make our business better, and more efficient. That is my goal for this year anyway.
      {{ DiscussionBoard.errors[3456927].message }}
  • Profile picture of the author juanmarketing
    Interesting, thanks for sharing!
    Signature
    Passion for Marketing...
    Passion makes the difference
    {{ DiscussionBoard.errors[3456932].message }}
  • Profile picture of the author Billy Rey
    thats great! Treat your customers right and you will get rewarded
    Signature

    ✔✔✔Leapfroggr Digital Marketing+SEO Services✔✔✔
    [/CENTER]

    {{ DiscussionBoard.errors[3456939].message }}
  • Profile picture of the author wanna-succeed
    Great adaptation skills.
    Signature

    No sig, good day m8...

    {{ DiscussionBoard.errors[3456996].message }}
  • Prompt customer email support works wonders. The problem is time: managing all emails within 24 hours can kill your work flow. Solution? hire a full time Virtual Assistant for email support. I did and my refund rates cut down significantly and my own personal work flow got uncluttered. Finding a quality VA is tough though...
    {{ DiscussionBoard.errors[3457088].message }}
  • Profile picture of the author xInd
    Positive power prevails promptly.
    Well done. I always strive to do more of this, now that I'm not restricted by the confines of freelance type contracts I will be able to do a much better job with customer service and communication. I thank you for the reminder of how I used to do things back when 25 emails per day was a bumping online operation. With a custom in house database, communication and crm system tailored to how me and my business works, I think I will have a lot more stories like this to report in the near future.
    {{ DiscussionBoard.errors[3457098].message }}
    • Profile picture of the author rosetrees
      On a similar note. A potential customer emailed me about a month ago to ask if I offered a free trial of my tutorial. I emailed back explaining that I didn't but that there is a 60 day money back guarantee through Clickbank.

      He emailed back and said, on second thoughts, would I just design his website for him.
      {{ DiscussionBoard.errors[3457158].message }}
  • Profile picture of the author Mohsin Rasool
    You and your customer both handled this situation really well!

    Glad to know the happy-end!

    By the way i am curious , what autoresponder you use, aweber? what caused it
    not to pick that gmail address?

    Regards,
    Mohsin
    {{ DiscussionBoard.errors[3457885].message }}
  • Profile picture of the author shabit87
    Man, I love reading post like this. You over delivered and still came out on top. A lot of times I think refunds have very little to do with getting their money back. Refunders just want compensation for not getting what they thought they were exchanging their time for. Sometimes its as simple as tweaking with you already have given. Sometimes its understanding their expectations and deciding whether you can honestly meet them or not...without causing more hassle on your part.

    I'm glad to see you turned a refunder into a $197. Image if you could do this with just 30% or HALF of your refunders. You'd be in the gold!

    Thanks for sharing. I'll start looking at more creative ways to save my sales from now on.

    Ryan
    {{ DiscussionBoard.errors[3458934].message }}
  • Profile picture of the author Dave Rodman
    Banned
    One thing that I never understood is that people give up on refunds pretty easily. I'll give them credit for making it easy on the customer, but they worked so hard to get them in the first place, you'd figure they'd try to keep them.

    One thing I know Joel Comm used to do is email back after you requested a refund and offer to review the site you implemented adsense on. Something simple like that probably goes a long way.
    {{ DiscussionBoard.errors[3459069].message }}
  • Profile picture of the author masterjani
    Its all about the genuineness of the buyer.If buyer is a good and expressive then you will get good business.This is something cool though.
    {{ DiscussionBoard.errors[3459673].message }}
  • Profile picture of the author elrascal
    Great story mate!
    Signature

    When I was a kid I loved to collect garbage pail kids cards. But now I like to look at lawn care logos.

    {{ DiscussionBoard.errors[3459694].message }}

Trending Topics