Package refund for client who moved away?- UPDATE in thread

[tigris]

Ok, so here I am again. The lady walked in today, who purchased a package at her first-ever session with Hubby, used the one, and then we haven't heard from her in months. Many months. She moved to the other end of the state, due to job issues. So she came in today and asked if we could give her "maybe at least a partial refund". I reminded her that I'd explained to her when she purchased the package that it was non-refundable, and she remembered, but thought she'd ask anyway since she doesn't have anyone else here she could transfer the sessions to. Hubby was in session (thankfully!), and I told her I'd have to discuss it with him and see if he might be willing to do that. I took her name and number and told her I'd call her back later today or tomorrow. I was very gracious, smiling, friendly; but firm that we DO have the policy and that I was not "able" to bend it on my own. This gives us plenty of time to discuss it before giving her an answer-- NOT like when that flaky lady did something similar when we first opened.

Moved, unable to finish the sessions, nobody to give them to. Definitely not a complete refund of all unused sessions, I know better than that. Partial refund? Nothing? What do y'all think?

 

[CrAzYcHiC123]

Package refund for client who moved away?

You have every right to stick to your original terms. If you are willing to transfer the package to another person then tell her that she can sell the balance of the package to a friend and that way she can get a partial refund, that puts the responsibility back on her.
I don't blame her for asking, it doesn't hurt and sometimes it pays off, but it also doesn't hurt to stick to the original agreement.
Her moving is in no way your responsibility.

 

[Revanus D]

Package refund for client who moved away?

This is true, Vivian, and basically what DH said when I brought it up to him. It's been over 4 months since she bought that package-- she could have come in in the meantime, or at least called prior to in order to discuss it. DH says the timing doesn't even matter; it's our policy and he's sticking to it. Good for him! Now I get to practice saying "no" with a smile on my face. Tee hee!

 

[bill g]

Package refund for client who moved away?

May I ask why you have the no refund policy? Is it an accounting hassle to refund her balance less the massages used based on the full price per session? Just wondering because I am considering implementing this myself. Thanks!

 

[Bo P]

Package refund for client who moved away?

It's been over 4 months since she bought that package-- she could have come in in the meantime,

Exactly - she's had plenty of time to use these sessions. I wouldn't refund it either.

 

[Kaio j]

Package refund for client who moved away?

I fully agree - stick to your policy! She had ample time she could have used her sessions or found someone to gift or sell them to as well.

 

[Amy S]

Package refund for client who moved away?

May I ask why you have the no refund policy? Is it an accounting hassle to refund her balance less the massages used based on the full price per session? Just wondering because I am considering implementing this myself. Thanks!

Specifically, and many here will remember this from when we opened a year and a half ago (has it really been that long? WOW!), we had one lady come in, purchase a package on her first visit, use TWO sessions that day (shoulda been a red flag right there), and then no-show for her next appointment, the following week. I tried calling to "remind" her, but got no answer. Later she rescheduled, citing that I'd never called her for the reminder (then she said she'd had her fax machine plugged in or some such thing) and then no-showed for the second appointment. Then the next week she walked in demanding a refund for her "unused sessions", stating that her husband had insisted that she go to the doctor before receiving any other massages, and had demanded that she come get her money back. Since we did NOT have a policy in place at that time, and we were completely taken by surprise, we gave her the refund. Should not have-- she'd no-showed for the other two sessions, so she should have lost those anyway!

This was the beginning of our long and head-banging-against-the-wall (aka being stubborn) journey into "Why you should have your policies in place BEFORE you open/make applicable changes, and make sure that your clients KNOW those policies so they can't argue when you stick to them."

I still need to call her, wish me luck (actually I don't need "luck", I need words and graciousness to be firm and authoritative, lol!)

 

[BSoD]

Package refund for client who moved away?- UPDATE in thread

I just got off the phone with her. I told her that we couldn't give her a refund, and I heard a deep sigh from her. She said "Well, I was thinking maybe because of the circumstances". I told her that's not our responsibility. She asked for a referral for a new therapist where she moved to (Houston); I told her if I found anyone I'd shoot her an email. It's been brought up to me that maybe I don't want to pass off a refund-seeking client to another MT anyway.? Anyone in Houston care to take her on? She does love massage (or so she says lol).

 

[HOPE FOR GOOD.]

Package refund for client who moved away?- UPDATE in thread

I just got off the phone with her. I told her that we couldn't give her a refund, and I heard a deep sigh from her. She said "Well, I was thinking maybe because of the circumstances". I told her that's not our responsibility. She asked for a referral for a new therapist where she moved to (Houston); I told her if I found anyone I'd shoot her an email. It's been brought up to me that maybe I don't want to pass off a refund-seeking client to another MT anyway.? Anyone in Houston care to take her on? She does love massage (or so she says lol).

I wouldn't mind taking on a client that wanted a refund due to having to relocate. I also think it is just smart to at least attempt to get a refund. Why would anyone just walk away from a chance to get their money back - at least partially. I know you have your reasons, but I still don't see why she couldn't get a refund less the FULL price of massage already received. Perhaps I am just very green at this!!

 

[Bawney]

Package refund for client who moved away?- UPDATE in thread

I agree with Green Dragonfly, it seems somewhat unsympathetic at the least to refuse a refund, even if that was the policy in place. As a client/patient, I would have expected that a relocation would impact the decision.

A "refund-seeking client"? Who knows why she is re-locating - perhaps they have lost their jobs, perhaps they have lost their house, perhaps there is sickness in the family. All reasons to be glad to have a little extra cash back that had been paid out.

And in this day and age, who wants to take the chance on being slammed publicly on FB or Twitter or whatever?

I tend to be a little soft on clients!

 

[Avondrow]

Package refund for client who moved away?- UPDATE in thread

Yeah - I'm a softy too.

I would have given a partial refund.

But - because you had the policy in place at the time of the sale AND given that she had the opportunity to USE the sessions (I know I dang well woulda! ), I understand why you chose not to refund.
Probably makes good business sense to stay strong and stick to policies.

 

[thecused1]

Package refund for client who moved away?- UPDATE in thread

It isn't that uncommon for someone to get a few weeks notice of having to relocate due to their job, so there might not have been time to use up the rest of the massages.

But you stuck to your guns and for that I say good.

 

[Fluffness!.?]

Package refund for client who moved away?- UPDATE in thread

New update (I'm still shaking on this one lol):

Her mother-in-law just walked in. I heard DH talking to someone (we're not technically open yet today) and went out to see what was up. Turns out MIL is the nice Englishwoman to whom I gave directions several months ago. She came in with a piece of paper with the client's name and address on it, saying that client sent her in with the information for "where we could send her refund". (Yes, I did speak with the client yesterday.) We re-iterated the policy, and the fact that the client KNEW and even ASKED about the possibility of a refund BEFORE she wrote the check for the package.MIL said that they'd moved suddenly, within a few weeks of the purchase. I asked her if she was remaining in the area, and she said yes, to which I said that the client might transfer the remaining sessions to her to use, or she may also come in and use them whenever she's up here visiting her MIL. We did stick to our policy, and MIL walked out the door very manipulatively saying "I hope you can sleep well at night, dear." (To which I replied, "I do, thank you.")

My question is WHY did she not, if she wanted to see about a refund, at least call or shoot me an email when she moved, if she's been gone for 4 months? And if she was asking about the refund policy when purchasing the package, I wonder if she knew of the possibility of relocating at the time, and if so, then why did she purchase the package to begin with?

What I did not tell you is that when she bought the package, she also convinced us to combine the already-discounted package price with a "get a 90-minute for the price of a 60-minute" first-time client coupon, so she essentially got a 90-minute session for $60. Our hour sessions are regularly $70. Since we didn't have a "cannot combine with any other discount" policy in place yet, we feel that we got snookered there too. Some people, you just kind of feel like you know they will take advaneforum.xxxe of you every way they can. And actually, when she asked about the refund policy in the first place, a red flag DID go up in my head. I wondered WHY she asked *the way she did*. I couldn't put my finger on it, but the red flag was there.

And no, I don't think there is anything wrong with ASKING for a refund (even if she already KNEW our policy). I have done the same thing myself; some times I have met success, and other times I have been told no. But I always go into things like that knowing that it is not THEIR responsibility that circumstances happened in MY life. I cannot hold it against a business for holding to their policies. If I might not be able to live with their policies, I have the responsibility to check that out BEFORE signing with that company, enlisting their services, or making that purchase.

And yes, I understand the "why not, based on the circumstances" thought process. I have a great tendency to think that way too. However, it is that thought process that has gotten us into the situations where we've had later to fire clients, and ask our tenant to leave. We are in the business of making money by helping people. It would be really nice to be able to do what we do without having to worry at all about the financial aspects of it all, but we are not currently in a position to do that. If we do not stop allowing "nice people with circumstances" to take advaneforum.xxxe of us, we will go out of business very quickly. This is my FIRST lesson in HOLDING to a policy that we've set in response to issues created by NOT having policies in place. Not EASY to do, but I must keep my spine aligned. If we took her circumstances into consideration and bent the policy for her, then how could we stand firm for the NEXT client with a similar story? Where does one draw the line? Where does one stop allowing herself to be manipulated and learn to "pull up her big girl panties"? "We reserve the right to maintain our policies!"

 

[Piggy]

Package refund for client who moved away?- UPDATE in thread

I think I've just decided on a new policy. No packages will be sold to first-time clients. They must pay for a single session first, and then they will be offered the option of purchasing a package when they rebook. I'm done with this garbage.

 

[Tazzer]

Package refund for client who moved away?- UPDATE in thread

I think I've just decided on a new policy. No packages will be sold to first-time clients. They must pay for a single session first, and then they will be offered the option of purchasing a package when they rebook. I'm done with this garbage.

Hey Renee I hope you don't feel picked on by my comments regarding this thread. I had honest questions regarding why you were doing what you were doing and you certainly DO have the right to run your business as you see fit for good reason. Your additional posts bring more into to light and I can see how making rules straitforward and the same for everybody streamlines the process of doing business.

I like your new idea of having someone get one massage first before purchasing a package. This makes so much sense anyway because why would a person buy a package from someone they hadn't had experience with yet? Will you be putting verbage regarding the exlusion of including that first visit into the package retroactively?

Thank you for the update.

 

[Preggo]

Package refund for client who moved away?- UPDATE in thread

I think I've just decided on a new policy. No packages will be sold to first-time clients. They must pay for a single session first, and then they will be offered the option of purchasing a package when they rebook. I'm done with this garbage.

Just put a refund policy clearly stated. Essentially, they are buying GCs for future use, which effectively have no expiration date, so you always have the liability on your books. If you close your doors for reasons other than bankruptcy, you would need to issue a refund.

If you want to be very generous, you could make your packages transferable, so they could sell or regift them.

 

[RJDm]

Package refund for client who moved away?- UPDATE in thread

I DID tell her-- when she bought it and yesterday, and her MIL today-- that she could transfer the package to someone else.

 

[sndMan79]

Package refund for client who moved away?- UPDATE in thread

Had another discussion with DH about this today. I told him I don't WANT these folks able to waltz in here at any time and demand sessions. I wanted that liability off the books (thanks for pointing that out, R&R, even though that was not your intended message). I am pregnant and do not need the additional stress of worrying about folks like that.

Anyway, he agreed to giving her a refund of the package price, minus the FULL price of the 90-minute session she did use, and then subtracting a 20% processing fee off of the remainder. Called and told her, and she was elated. I didn't say "based ont he circumstances" or any thing like that, just the facts of what the refund would be. She started babbling on and on about the circumstances of their move (I couldn't care less). Apparently, I made her day. So now I'm "the good guy" instead of a punk. Ok, I can live with that. She did suggest her MIL come by and pick it up, but I told her the check had to be written to her and I would send it to HER address in tomorrow's mail. A note and copy of the letter included with the check will go into her file.

Problem solved to everyone's satisfaction. For the most part. Definitely not what I consider a WIN-WIN situation, but at least it's not a "LOSE-LOSE situation either.

And yes, I will still sleep tonight.

 

[Troll]

Package refund for client who moved away?- UPDATE in thread

And we are ind iscussions about future package/gift certificate sales. Seems our worst "flakes" come out of the woodwork around these two "deals".

 

[Dogbreath]

Package refund for client who moved away?- UPDATE in thread

And we are ind iscussions about future package/gift certificate sales. Seems our worst "flakes" come out of the woodwork around these two "deals".

When selling a package of sessions, I require that all sessions are booked at the time of sale. The client can reschedule if need be, but having them on the book helps to ensure the sessions get used timely. I send out a confirmation letter at the time of sale listing the dates/times and covering the policies, such as non-refundable, no-show, rescheduling, etc.