Coaches, What Do You Do About Refunds?

What does the coach do about refunds? There are three parts to this question:

1.When the client asks for a refund;
2.When the client just doesn’t show up for the appointments, and;
3.When you need to fire the client

As coaches we want to do good work and satisfy our clients. What happens when we don’t? What happens when the client isn’t satisfied?

First of all, this is part of the coaching relationship. Individuals don’t behave differently with you and in coaching than they do with anyone else or anywhere else.

COMMITMENT

A contract, verbal or written, can clarify the client’s expectations, and what you are qualified and able to deliver. Make it clear you aren’t a lawyer, psychologist or CFA (unless you are).

In this new field, pay attention to what you promise and how you word it, because clients may have misconceptions.

Here are some things you CAN and CANNOT guarantee:

·You CANNOT guarantee the client will change, because if they don’t want to, or don’t do the work, they won’t.
·You CAN guarantee “satisfaction” and leave it subjective to the client.
·You CAN talk about what has happened through your coaching in the past, i.e., “One of my clients raised their net profit 15%” or “100% of my clients have scored higher on the EQ retest after 6 months coaching”
·You CANNOT guarantee “results". It’s the client’s race, not yours. (The best sports coaching can’t overcome a broken leg.)
·You CAN guarantee to do YOUR job.

[I am not a lawyer. In writing or signing any contract, check with your attorney.]

Set the terms of the coaching – how often you meet and by what means. You can vary from this, but will need the touchstone. A contract eliminates some confusion.

A measurement tool for progress or results can be put in the contract. In working with clients on emotional intelligence, I expect when they retake the EQ assessment, their scores will go up. I also expect subjective results; that their lives will work better.

One client wrote at the end of her coaching, “I can solve problems better,” and “I get in less arguments.” This is an observable behavioral change and evidence that the coaching worked.

COMMUNICATION

Coaching is always communication. The client has a right to be satisfied, and you have a right to know how it’s going. Stay current. Check at the end of each phone call, “Was this helpful to you?” Have an ongoing assessment of how the coaching is going from the client’s point of view.

Let the client know you want to be informed right away when they’re displeased. This is also good modeling for the client.

If the client feels dissatisfied and says nothing or does nothing, they have abdicated their personal power, and their responsibility. They are likely also doing this at work and at home, which is causing the same problems.

Nothing can be fixed if it isn’t communicated. No one can read your mind.

DROP OUTS & NO SHOWS

If you consider the nature of coaching, you’ll see why these two events can be part of the coaching process.

A Drop Out is someone who makes the New Year’s Resolution, “tries” for a couple of weeks and then quits. In the same way they sign up for coaching, make a few sessions and then quit.

How you handle this is part of your coaching style and professional expertise. You can bet this isn’t the first time they’ve started something and then quit. In fact it’s likely what sent them to coaching in the first place.

The No Show signs up for a certification program, seminar, or workshop, makes the down payment and then doesn’t show up. For this, have a policy in place.

It’s typical not to refund the down payment after a certain point in time. You can have any policy you like as long as you state it.

At other times, the client may have gotten what they wanted in one session. They perceive value and are satisfied with what they have paid. No refund is in order.

NEGOTIATING

Some individuals’ personal style is to negotiate everything. Some cultures consider a contract the beginning of a negotiation, not the end. This again is part of the coaching relationship. Know what you will accept beforehand. Be prepared for “excuses.” The more you anticipate, the less you’ll be at the mercy of the emotions of the moment.

In some cases I have a policy of “no exceptions.” Because I teach Emotional intelligence, I work with individuals on Intentionality and Integrated Self. I would be no teacher if I didn’t model these competencies myself. This means when I say I will do something, I do it. This means I keep my word. And where does it start? Immediately, with what’s right in front of you. I always want to give a real-life example, i.e., “This is the agreement. I have kept my part of it. I expect you to keep your part of it.”

FIRING THE CLIENT

Sometimes you will fire a client. In fact best professional practices may demand it. When would you do this?

1.When the person is not coachable
2.When it’s a bad fit
3.When personal issues would keep you from doing your best work
4.When they need professional services you aren’t qualified to give

Take the time now to formulate your personal refund policy in these cases. You do have a right to be compensated for time spent.

RETAINER

Clients who are used to professional services may put you on a retainer. It means I take them as a client, stay up-to-date on their project, and will always have time for them on my schedule, but we meet only on an as-needed basis. It is expected to be ongoing and long-term.

THE DISSATISFIED CLIENT

All professions have practitioners who aren’t competent. Don’t let it be you. Keep learning, work with a coach, hone your skills, do your best work.

If the client is dissatisfied for any of the following reasons, a discussion and learning experience are in order:

1.Perfectionism and unrealistic expectations on the part of the client
2.Expecting instant results
3.Miscommunication between the two of you
4.An obstacle interfering that wasn’t obvious at first

USE YOUR EMOTIONAL INTELLIGENCE

Use your EQ. Anticipate what might come up and be prepared. The more prepared you are to deal with fees and refunds logically and rationally, the better your decisions will be. The better your intrapersonal skills are, the better all of your coaching will be.

Anticipate what could come up and be flexible. Share ideas with other coaches, or work with a coach who can mentor you and give you the foundation for learning experientially. You can’t anticipate everything; you can only learn some things as the examples present themselves. And, as we say in EQ, “When all else fails, use your intuition.” It will guide you.

If you have poorly developed intuition, or don’t trust your intuition, you’re missing a huge source of information. I encourage your to develop that and your other emotional intelligence competencies.