If you are reading this, my guess is that you are a special event and hospitality industry pro, as well as a leader of your business. Like 99% of us at this time, you are faced with constant concerns from clients, one of which most likely involves them cancelling your service and requesting a refund due to COVID19.
The very nature of our industry is that we are in service. We provide goods and services to people who are often having once-in-a-lifetime events, and always, always leaving our “business card” with the quality of work we do which is not of the paper kind. Our legacy business card is how we behave with our clients during the pre-event, event , and post-event process, and how we show manners and integrity. It also means that while we have contracts, policies and terms and conditions, most of us try and be a bit flexible under normal circumstances and do not insist on enforcing all the hard terms of our contract if we can. Because that’s who we are. We ache to see our clients unhappy and we also fear how providing a boundary may tarnish our reputation in some regard. We are the “Fixers”. The “Magical Make-Everything-Right Wizards”, and it is in our very DNA to create happiness. So it is no surprise that having to make a decision that may not make our clients happy is extremely stressful and keeps many of us awake at night. Continue reading “Negotiating Refunds In The Time of COVID19 | To Refund or Not To Refund”