What is your goal?
A question I have always wanted to ask some business owners is, “Why display a zero refund policy on your bio?”
I am interested in what you intend to achieve by doing that, sometimes I just want to sit and chat with business owners who do this while discussing the reasons for this action.
I am aware that businesses have different peculiarities and dynamics. I believe it’s a turn-off and gives insecurity to your potential customers.
Just like my Gen-Z friends would say, it’s not giving effective customer service.
Talking about customer service. If you follow our social media pages, you will realize we recently held a FREE customer service training for members of our community.
You know the SME community is one you should join, right? You don't want to miss all the gems we share. To join the community click this link: https://forms.gle/DNBYj89hJT7EKUwE8
Back to base,
In the training, we discussed how customer service starts at the point of contact with your business, either online or offline.
This discussion led us to discuss why businesses have a “no refund policy” in their bio.
I personally would not patronize any business that proudly displays that badge on its bio. It gives a sense of a toxic vendor.
One of my community members disagreed with me on this position and backed it up with a relevant, relatable, and solid case study of what happened between her client and herself.
However, I believe that to build effective customer service, brand perception, and communication are very important. You must first be perceived as patronizable before you are patronized.
Customer service excellence is a critical factor that can significantly contribute to the growth and success of your business as a small and medium-sized enterprise (SME).
In a competitive business landscape, SMEs need to focus on building strong customer relationships and delivering exceptional service to stand out from their larger counterparts. The more strategic thing for you should not be transactional dealing, where you don't refund people on a purchase they have taken a back foot on. It should be focusing on retaining such customers so they not only buy once, instead they buy, repeat, and refer you.
Don’t be like the average Nigerian hospitality entrepreneur who will invest N50 million in building a bar, or N1 billion in building a hotel, then pack 50 school certificate holders, pay them 15k per month with 1 hour of training to be servicing the customers that will help him recoup his 2 billion.
No be mumu be that?
That’s why I do recommend that business owners employ social media managers or customer service representatives who are skilled and have the best interests of their business at heart.
Your staff should match the business and look the part.
If I go to an expensive restaurant, I want to see well-dressed, well-spoken staff members that match what they charge.
Better to have a flock of competent ex-staff who are worthy ambassadors of your business than an army of incompetent staff on your payroll.
So, my people, why do people have a “no refund policy” on their bio?
Which team are you on?
Team no refund policy in your bio.
Or
Team presents a professional engagement contract to the client.
By the way, I recently launched my YouTube channel, where I will be spotlighting many small businesses and sharing similar stories and lessons like the one you just read.
Click here to subscribe to my YouTube channel
https://www.youtube.com/@SMEQuadranglewithAyoBankole
With the deepest love from my heart
Ayo Bankole Akintujoye
Twitter @AyoBankole