How to handle a client who wants a refund
Lesson 61 from: Sales Mastery Bootcamp for Freelancers: Sell More ServicesScott Lancaster
How to handle a client who wants a refund
Lesson 61 from: Sales Mastery Bootcamp for Freelancers: Sell More ServicesScott Lancaster
Lesson Info
61. How to handle a client who wants a refund
Lessons
Getting over the fear of rejection
04:23 2Why you should leave a Zoom call after 3 minutes
04:24 3How to never chase clients ever again
04:13 4How not to feel nervous on sales calls
05:23 5How to not take it personal
05:46 6Slow & Steady vs Fast & Many
06:11 7The importance of being accountable
04:12 8The importance of being invested and excited
04:56Understanding the difference between features VS benefits
04:48 10Assignment - Mindset & Motivation segment
02:39 11Helpful Doctor Approach
03:58 12Breathing method for better sales calls
02:40 13Managing your clients’ expectations
07:41 14How to smartly discover your clients’ budget
05:29 15How to come across as more confident
09:18 16How to improve your pacing
04:19 17How to structure a sales call
09:28 18Ghost Opening Method
04:18 19High converting sales funnel
09:17 20Shock Method
04:41 21The Halo Effect
03:04 22Organizing portfolio to win more clients
03:23 23Build trust using science
02:42 24Showing calendar during call
03:57 25Building unbreakable rapport
04:33 26Sharing relevant stories
02:44 27Using numbers to make prices make sense
03:21 28Using urgency and scarcity
04:38 29The parrot and captain technique
03:31 30Using FOMO
02:51 31The power of mirroring
04:38 32Always put your clients’ needs first
03:34 33Assignment for sales techniques
01:53 34The one who cares least wins
03:27 35How to price your services
06:38 36Handling clients who are bullying you
04:11 37Connecting with clients’ dreams
04:07 38How to use trial closes and assumptive selling
03:17 39How to overcome challenging objections
08:20 40When to mention pricing
03:59 41Assignment for negotiation techniques
01:22 42How to get video testimonials for your website
03:53 43Setting up automated Calendly meetings
02:35 44How to strategically improve your website using Hotjar
02:23 45How to get more clients
05:02 46How to get clients to pay more
04:34 47Do you need to be liked as a salesperson?
02:56 483 reasons why freelancers lose sales
05:27 49What makes a good vs bad salesperson
02:44 50How many options should you give clients?
01:32 51How to know when a client just wants a discount
02:40 52How to know when a client is interested in your service
02:00 53When a client doesn't reply
03:28 54How to practice your sales techniques
03:04 55How to ask high-quality questions
02:48 56Which social media platform is best for getting clients
03:54 57Which social proof is best for winning new clients
03:27 58How I sold a 10k website with one single email
02:58 59How to manage prospects and follow-ups
04:14 60What to do when you screw up on a project
02:38 61How to handle a client who wants a refund
04:10 62When a client wants lots of revisions
03:32 63How to spot a nightmare client
02:17 64How long should you small talk?
01:07 65Should you spend time creating proposals?
01:35 66How to get a sale without being too pushy
01:22 67What to do when a client says you are too expensive
03:46 68Assignment - common questions
01:32 69Realizing who your most valuable customer is
03:32 70How to use discounts to charge more
01:53 71Price anchoring technique
02:43 72Creating product flow and product expansion
02:34 73How to win client loyalty for the long term
01:09 74Last assignment project
04:14Lesson Info
How to handle a client who wants a refund
What to do when a client asks for a refund. So this is an interesting question because I've literally just had to deal with this yesterday. Now, a client came onto a call and he was a little bit upset with the fact that the solution that we came up with for his window stickers for his building were not as he would have liked. And what he basically did is he didn't tell us about it as far as I was concerned, apart from what we discussed yesterday, up until then, I thought he was extremely happy with the solution that we provided for him. And the solution made a lot of sense. Now, he basically said Scott, I'd like a refund for the, you know, however much the package was because we didn't end up using your particular idea. And at that point, I started the process of ultimately what to do when you're in a situation when a client is asking for a refund. So there are two things that I do when a client asks for a refund. And the first thing is to actually understand their request for a refund...
is legitimate. And if it's warranted, for example, I had a client, you know, a long time ago, maybe seven years ago now where I screwed up in regards to the logo and it was my fault. So they said, listen, Scott, I need this done literally today. And you've really let me down. So I'd like to close the package and I wouldn't like to work with you ever again. You've got to take on the chain. That was a huge learning curve and that completely shifted and changed how I would talk to clients after that particular instance because it allowed me to refine my system and process going forward. But there are some other instances where a client doesn't really have enough grounds for a reef. Like for example, I had a client who basically took the work that we did and then basically went away and got the work redone by someone else and then came back and said, listen, Scott, we saw that you did this approach, we got someone else to do this approach. We don't like your approach anymore. We like this one better. So therefore we'd like a refund for the original work that you did. And if they came back to me and said, oh, listen, Scott, like we don't really like this approach. Can we maybe refine it a little bit? And if we'd actually had a chance to fix the problem and discuss it properly before we'd, you know, invested all the time and energy in the first place, then maybe we could discuss some sort of partial refund. But the fact that they just took our work and just didn't say anything about being unhappy with it until they'd ought another option. And then they basically tried to get a refund from us after they'd already got the problem solved by somebody else. It doesn't really make a whole lot of sense and it just isn't an ethical way to do business. So in that case, I said, listen, you know, I really appreciate the fact that you've been honest with me. Now, I wish you'd been up front with me from the very beginning and just said, you know, Scott, this is why we don't like this. So we don't really think that this is the right solution. Can we maybe re look at it? No problem, we can do that 100 per cent. But one thing you have to do is give the service provider an opportunity to fix the problem because then they can actually provide a solution, which makes everyone happy because we've already invested a hell of a lot of time in the solution to begin with. That's the first step. Understanding if they actually deserve a refund, you have to be honest with yourself, if you've made a mistake, give them the refund. But maybe if a client is just in a position where, you know, it's just going to cost like 100 or $200 just for them to go away, then, you know, that's probably going to be worthwhile just to give you the peace of mind. So you never have to worry about them again because some clients can be vicious and leave nasty reviews on Google and stuff and it just gets very messy. So if you can give them a little bit back and just meet them half way and get them gone, then I would recommend doing it. But the way to actually communicate with the client when they're asking for a refund is to be empathetic and try to find a middle ground where both parties are happy. So for example, with the client where I couldn't give them a refund because we'd already did $800 worth of work and we'd already invested the time they didn't give us an opportunity to fix the problem. I gave them almost like a digital voucher to work with us again in future with a value of $1000. So I give them back more than they were expecting in the refund just in a different form. Anyway, I really hope you find this lesson valuable. I will see you in the next one.