My Client Wants a Refund - NOW WHAT?!

First of all, it’s not the end of the world. If you’re in business long enough - sooner or later you’ll be confronted with this situation.

What is most important as it relates to this topic? Priority #1 is to SAVE THE RELATIONSHIP with your client.

Do you have a SUPER CLEAR refund policy?

• Is this the first time you’ve ever considered refunding your fee? If so - take a deep breath and look inward.

• State a refund policy your contract - it’s first step to avoiding refunds...right?...if you’ve addressed the topic already - you’ll be in a stronger position, especially if it’s in writing.

• Remember priority #1? Save the Relationship with your client.

Don’t React First -

• By all means - be prompt - but find out why they feel they need a refund. In our profession - that means you’ll want to visit the job. Help them understand - most disgruntled clients want to be heard.

• DO NOT give them the feeling they are being ignored or disrespected.

• Remember priority #1? Save the Relationship with your client.

Use THEIR insight as a tool to change YOUR perspective.

• Unhappy customers can be a goldmine for how you can improve your inspection service.

• Listen to them, and see the situation as a GIFT to you and NOT a burden. Change your perspective.

• Remember priority #1? Save the Relationship with your client.

Don’t communicate with your client when you’re angry.

• It’s paramount that you DO NOT communicate with the client when you’re angry - that’s not going to work out well.

• Acknowledge you’ve received their concern and respond in a pre-formatted email - send it to them right away.

Ask your client for details.

• Have your client describe the situation in writing. They should be a specific as possible.

• Once in writing you can now investigate. It’s best to repeat their complaint and determine if the request is reasonable.

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