Guest Blog Post – Kylie Saunder
It will happen, and you need to be prepared for it!
At some stage, a Pilates client will contact you and let you know how unhappy they are and that they want their money back.
No matter how great you believe your classes, workshops, Instructors and products are, there will be some people who don’t like them!
The key to dealing with this “sticky” situation is to refund with love and compassion, because when you treat them with respect and care you get insights into your products and your marketing.
Listening to negative feedback can be challenging, however, it helps you understand if you’re marketing your Pilates classes clearly.
And if you’re not marketing to your ideal clients and target market, you’re wasting time, effort and money.
This feedback also allows you to check in with what you’re promising to deliver, and what you’re actually delivering.
The 5-steps include:
1 Make sure you have a clear refund or “no refund” policy that’s stated clearly in multiple places. Include this on: your website, reception desk, all your client forms, notice boards, and verbalise this with all new clients.
2 When receiving any unhappy feedback, always thank them for getting in touch with you and listen. Unhappy clients want to be listened to and heard, so allow them the space and time to do this.
3 If there’s been a mistake, acknowledge it and ask them how you can help improve your service. Give them back their money immediately if you have a refund policy.
4 Thank them for coming to your Studio and trying out your classes. Let them know that you will follow up on their feedback.
5 Email them and confirm what you’ve just spoken about. Here’s an example that you could use;
“Thanks so much for your feedback, I really appreciate hearing from you. I completely understand that you need to cancel your classes/membership/return your product for now. I/we have cancelled your membership and you will not incur any further charges. I/we have refunded your money to your bank account as you requested. If you have any feedback about how I could make the classes/program/product better, or if there’s anything else I can do for you, please let me know! Thanks again for contacting me/us and providing me/us with your feedback.
Keep these 5-steps on hand and hopefully you won’t ever need to refer to them!
For the last 15 years Kylie has run several Fitness & Pilates businesses. Kylie now works with Pilates and Yoga Studio owners who want to take their business from ordinary to successful and thriving. She does this by taking them through a proven step-by-step process that teaches them how they can consistently grow their business, while creating the lifestyle they want. Prior to entering the Fitness & Pilates industries, Kylie worked in various industries in sales and marketing roles. Visit her website at http://pilatesyogabiz.com and download her FREE Book “Discover the 7 secrets to building a successful and thriving Pilates or Yoga Studio” and receive her weekly eNewsletter – Biz Booster.