Welcome to another episode of the Rise Up in Business podcast. Today, I’m talking about the three biggest pain points I see business owners face when it comes to their online offerings and masterclasses.

In last week’s episode, I talked about utilising your customised legal documents to help convert prospects to clients. In this episode, I’ll be diving a little deeper into why tailored Ts & Cs are crucial in creating a favourable experience for both you and your online participants.

Misaligned expectations can often be created when we don’t clearly lay out what we’re offering, or state what’s included and what isn’t. This results in confusion when it comes to the three biggest issues my clients most often come across:

• Refund requests
• Participants wanting more time to access content 
• Failed recurring payments

When you don’t have clarity around your terms and conditions for issuing refunds, you may find yourself feeling obligated to give them, even if the request isn’t reasonable. By knowing what your process is and being upfront about it, you will be able to choose to give a refund, rather than be forced to.

The same goes for having solid processes in place for payment defaults, and I discuss the details you may be overlooking when approaching this issue. Who on your team contacts the client? Is there an email template to send out? Was the client even aware of the terms on failed payment in the first place?

We all know that life happens and things can go askew. However, allowing people unlimited access to your content if they fall behind may be unsuitable to how you’ve structured your program, leaving them dissatisfied. I encourage you to think about the time you’re willing to licence your intellectual property to participants for.

By setting clear boundaries and communicating them through tailored Ts & Cs, you’ll not only reduce the potential for conflict, but enhance your clients’ experience with you. Take the time to get clear on what you stand for, and you’ll set yourself up for a successful and sustainable relationship with those you serve.

LINKS:

Previous episode mentioned: How to use your legals to convert prospects to clients

Connect with Tracey: 

Get your copy of my Annual Legal Checklist here

Check out my Getting Paid Made Easy course here

Website:tmsolicitor.com.au

Instagram:https://www.instagram.com/tmsolicitor/

Book a Strategy Session with me here