“My Coaching Client Wants a Refund: What Should I Do?”

This week's question from my portal “The Neagle Code: Directions
for Life”
comes from Marianne.

Neagle                 Code Question

Hi David,

I received a refund request from one of my high-end clients this week, and I’m not sure how to respond. I know she needs my help, but she’s clearly in fear. I don’t have a signed contract from her, but she gave me her 100% commitment to her work with me when I enrolled her. Any suggestions on how I should respond to her email?

Neagle                                               Code Answer

Hi Marianne and thanks for the question!

First off, your new rule of thumb is to engage legal counsel to help you create program agreements with your clients.

Never again should you enroll someone, process payments, or deliver service without a program agreement.

A program agreement is essential in ensuring you are on the same page with your new client and that they understand the parameters of working with you.

It is a non-negotiable.

Second, I recommend that you reach out to this client by phone rather than responding by email.

If she’s requesting a refund it’s really important that you get to the bottom of what’s changed for her since she agreed to working with you.

The only way to help her see what’s going on is to ask her questions so that she can become aware of how she’s making this decision and email is not the best way to do that.

Ultimately, since you do not have a signed agreement with her, you may have to refund her.

Just Believe,®
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    • Gail, it’s a bit difficult to answer this question since I have no idea what you business is. That said, you need to have a specific plan in place financially in order to set yourself up for success. When I was first starting out, I had to have at least one months salary in a savings account in order to make sure I was able to take care of my family. That was the rule I agreed to with my wife and it kept my sense of urgency high. If you go in without a plan you are planning to fail.