I got this email about client refunds:
I just want your opinion re this situation that came up today
Group session of 6 for smoking cessation.
45 mins later got a message that it hadn’t worked and it was my fault because I didn’t do stage hypnosis induction etc. she could have done the session herself.
So I replied answering her points. Now she has come back wanting her money back. Paid 1/2 price as it was a group session and I travelled about an hour to get to the venue.
She was told it was a group session but she complained that there were others there.
Given her strong belief in what she thought I should be doing and saying and clearly not following my suggestions and her complete denial that it worked within 45 mins would you offer a refund?
Your thoughts please.
My attitude to client refunds:
You get customers like this. Everyone does. You cannot avoid them.
You do your best and they throw it back in your face. Unfortunately, that is just the business we are in. We deal with people with mental health problems, and they do not act rationally.
If it was me, I would give her the money back immediately.
Life is too short to let these people upset you. There is nothing you can do. In our business the clients hold all the aces. When it comes to a dispute the client will always win. Even if you succeed in not refunding her payment, she will gleefully spend the next 10 years telling everyone who will listen what a crap hypnotist you are, and how she was right all along and you just could not help her.
You don’t need that kind of publicity. Refund her money and write it off to experience. Send her a nice little note saying you are sorry that it didn’t work out for her and you hope that she will find someone who can help her.
She has probably been to every health professional in the area and dismissed them all as useless. You were just the next in line. It doesn’t mean anything. And she is not worth spending time on.
All you can do is think back to see if you can identify any indicators that you can use to identify this kind of person in the future. And refuse to deal with them.
He is highly regarded in the hypnotherapy community. He is Vice President of the New Zealand Association of Professional Hypnotherapists (NZAPH).
He is regularly consulted for advice by other hypnotherapists around the world. He is known for the quality of his published scripts. He presents at international conferences and has published on hypnosis and advanced hypnotherapy.
He lives in Wellington New Zealand with his wife Trish and a cat called Parsnip.