Refund Requests
It doesn’t matter if you have the most top notch ebook written about potty training your child. 99.9 percent of your customers will be completely head over heels satisfied, with awesome testimonials you can use in your sales copy. But, let’s face it, there will always been that customer that doesn’t like the product, for whatever reason. So, how do you avoid refund requests. Good question. Always offer a great product or service to begin with. Make sure your customers are getting what they paid for.
Make sure your product lives up to the customer’s expectations after reading your sales letter too. Go a bit further and deliver more than promised to ensure ecstatic customers. Nothing makes a customer happier than tons of bonuses, especially ones they do not expect. Have excellent customer service with a very fast turnaround time. Hint: befriend your customers and have all your employees read: How to win friends and influence people by Dale Carnegie. Make sure you give a 1800 number that actually goes to a real live person or that you call the customer back. It can get pretty aggravating to never speak with a human in this technological world. Provide an immediate confirmation autoresponder email so that the buyer’s anxiety about purchasing the product is relieved.
Let’s say you have done your homework and yet still you get a few refunds, what do you do. You use it to your advantage and you collect data as to why they requested a refund. Make sure you document all phone calls, collect data through email, and also a web form. See if you can address your customer’s problem or concern. You may be able to resolve the refund request.
In the end, always honor your guarantee to refund for any complaints. Offer the customer free trials or giveaways anyway, let them keep the bonus products and you will leave them happy. They may decide to purchase a different product from you in the future because of this great treatment.
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