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Content provided by Heather and Corrie Miracle and Corrie Miracle. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Heather and Corrie Miracle and Corrie Miracle or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://player.fm/legal.
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211. Baking it Down - Luxury Refunds
Manage episode 482552952 series 3348713
Content provided by Heather and Corrie Miracle and Corrie Miracle. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Heather and Corrie Miracle and Corrie Miracle or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
↩️ Luxury Refunds - Refunds are a business strategy.
In this week's Baking it Down Podcast - Episode 211 - Luxury Refunds, Corrie wanted to recap yet another reminder on why luxury bakers should consider luxury refunds.
🤔 What's a luxury refund? It's the baked-into-the-price guarantee that if something goes left, the baker will make it right - and typically that will be through a refund.
Per the twin, we can't claim 💰 "luxury brand and thus luxury pricing," but claim 😭 "I'm just a small business, give me a break" when things go wrong. Luxury price needs to be threaded throughout your entire sales process. Yes, refunds included.
💰 1. Be Refund-Centric
When you think about luxury brands, you're likely not picturing a front-desk person telling unhappy clients that that sounds like a them-problem when the client has an issue. Noooo - you picture luxury brands like hotels handling all the gross parts of staying in a hotel = managing luggage, door hops, taxi cab and uber calls, clean rooms and room service - you get the point. Luxury pricing includes making things right for our luxury clients.
A refund-centric company will have its happiness guarantee baked into its policies before the client even orders. If there were two bakers equal in every way but only one offered a 100% money-back guarantee, which do you think clients would choose? Be that baker.
💰 2. Take refund culpability
Most of the time, it's not a 100/0 split on who is at fault when it comes to client issues. ⚖️ Likely, there's shared culpability. But a luxury brand would still take culpability from the client. 🤨 "But twins! I wasn't wrong, they were!" We know - but you're the business owner, and a luxury business owner at that. Don't be afraid to say, "I'm so sorry - I misunderstood when you wrote XYZ! My apologies - I'd love to make you whole regarding this issue."
🔑 The words "I'm sorry" will unlock more doors than they shut - believe ye we.
💰 3. Offer refunds often
Here's the thing - you won't have to refund often if you're willing to refund. Why? You'll find that clients actually aren't trying to get free stuff - they just want their cookies. 🛑 Being gracious to your clients by offering refunds will allow your clients to actually ask you not to. People are more understanding than we give them credit for. We just have to allow them to have the elbow room to exercise that grace - 🥊and they can't when you're threatening them by blaming them for the order issue.
💰 4. Refund swiftly
Be quick to refund, as in don't make your clients fight you for it. With every message rejecting the client's issue, you're one step closer to the dreaded, "Well, I also found a hair in the cookie." Pluuuus, when you address the first issue rather than forcing customers to rattle off 10 reasons why they think you should offer them recourse, you get the brownie points of being "that baker" that puts customer service first and foremost.
💰 5. Refund and be generous
When it comes to refunding, don't nickel and dime your clients and expect them to appreciate it. 🤕 If you made a booboo, grab the biggest band-aid. 🩹 Rather refund too much than too little and leave the clients hurt (and in your review profiles, finding their written vindication). "But I only messed up a few cookies!" We get it, and we're not necessarily saying a full refund, but a "barely there" refund won't cut it. As an example, maybe a rebake and a partial refund may be the answer to satisfy the client's upsetting experience.
229 episodes
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Manage episode 482552952 series 3348713
Content provided by Heather and Corrie Miracle and Corrie Miracle. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Heather and Corrie Miracle and Corrie Miracle or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
↩️ Luxury Refunds - Refunds are a business strategy.
In this week's Baking it Down Podcast - Episode 211 - Luxury Refunds, Corrie wanted to recap yet another reminder on why luxury bakers should consider luxury refunds.
🤔 What's a luxury refund? It's the baked-into-the-price guarantee that if something goes left, the baker will make it right - and typically that will be through a refund.
Per the twin, we can't claim 💰 "luxury brand and thus luxury pricing," but claim 😭 "I'm just a small business, give me a break" when things go wrong. Luxury price needs to be threaded throughout your entire sales process. Yes, refunds included.
💰 1. Be Refund-Centric
When you think about luxury brands, you're likely not picturing a front-desk person telling unhappy clients that that sounds like a them-problem when the client has an issue. Noooo - you picture luxury brands like hotels handling all the gross parts of staying in a hotel = managing luggage, door hops, taxi cab and uber calls, clean rooms and room service - you get the point. Luxury pricing includes making things right for our luxury clients.
A refund-centric company will have its happiness guarantee baked into its policies before the client even orders. If there were two bakers equal in every way but only one offered a 100% money-back guarantee, which do you think clients would choose? Be that baker.
💰 2. Take refund culpability
Most of the time, it's not a 100/0 split on who is at fault when it comes to client issues. ⚖️ Likely, there's shared culpability. But a luxury brand would still take culpability from the client. 🤨 "But twins! I wasn't wrong, they were!" We know - but you're the business owner, and a luxury business owner at that. Don't be afraid to say, "I'm so sorry - I misunderstood when you wrote XYZ! My apologies - I'd love to make you whole regarding this issue."
🔑 The words "I'm sorry" will unlock more doors than they shut - believe ye we.
💰 3. Offer refunds often
Here's the thing - you won't have to refund often if you're willing to refund. Why? You'll find that clients actually aren't trying to get free stuff - they just want their cookies. 🛑 Being gracious to your clients by offering refunds will allow your clients to actually ask you not to. People are more understanding than we give them credit for. We just have to allow them to have the elbow room to exercise that grace - 🥊and they can't when you're threatening them by blaming them for the order issue.
💰 4. Refund swiftly
Be quick to refund, as in don't make your clients fight you for it. With every message rejecting the client's issue, you're one step closer to the dreaded, "Well, I also found a hair in the cookie." Pluuuus, when you address the first issue rather than forcing customers to rattle off 10 reasons why they think you should offer them recourse, you get the brownie points of being "that baker" that puts customer service first and foremost.
💰 5. Refund and be generous
When it comes to refunding, don't nickel and dime your clients and expect them to appreciate it. 🤕 If you made a booboo, grab the biggest band-aid. 🩹 Rather refund too much than too little and leave the clients hurt (and in your review profiles, finding their written vindication). "But I only messed up a few cookies!" We get it, and we're not necessarily saying a full refund, but a "barely there" refund won't cut it. As an example, maybe a rebake and a partial refund may be the answer to satisfy the client's upsetting experience.
229 episodes
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Similar to Baking it Down with Sugar Cookie Marketing 🍪
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
…
continue reading
Kipp Bodnar (HubSpot’s CMO) and Kieran Flanagan (Hubspot's SVP of Marketing), lead you down the rabbit hole of marketing trends, growth tactics and innovation. On the way you’ll pick up undiscovered strategies to give you that slight edge for success. These are not your typical twitter thread regurgitated marketing tactics that everyone is doing. These are new methods, with unfiltered examination of successful fresh ideas.
…
continue reading
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…
continue reading
The fun email marketing podcast. Sell more of your online courses, grow your membership and bring in more coaching clients with email marketing that doesn't stink. Sound good? Then join your fellow Email Marketing Heroes for your weekly dose of fun, practical, yet brutally honest email marketing advice. You can listen in to a piping hot, fresh episode every 'Email Marketing Wednesday' or if you prefer learning with your eyes instead of your ears, we turn each episode into a full written blog ...
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continue reading
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…
continue reading
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…
continue reading
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