You must have a plan of attack when faced with an unhappy customer. When should I give refunds on my tour? Tune in to find out.
If you as a guide have ever asked yourself, ‘When should I give refunds on my tour?’, ‘When should I hold my ground on my refund policy?’ or ‘What should I do when a guest is demanding their money back?’ then this video is for you!
The honest answer is that the no matter what your policy, you should always follow this golden rule: No matter what the reason, give them their refund. What if they are at fault? Give them the refund. What if they are being a jerk about it? Give them the refund. What if in my heart of hearts, I fully believe I should not give this person a refund - give them a refund.
The reality is that a negative review (and believe me, these are the people who will take the time to review you) has the potential to do so much more damage in the long run. Let your pride take the hit, and turn that negative experience into something positive. A loss of $100, $300 or more in the short term will be worth it for your long term success.
It’s really just that simple. Take a look at the negative reviews for tour guides on Trip Advisor and Yelp and you will quickly see that 40-50% of them could have been avoided just by giving a refund, or taking the customer’s side in a monetary dispute.
Trust me on this, in the digital age, and with our online reputations meaning more and more every year, refunds are not the place to dispute with your clients.
When Should I give Refunds on my Tour? Refund Policy Help tour guide professional association | |
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| People & Blogs | Upload TimePublished on 1 Jul 2015 |
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