465. 5 Onboarding + Retention Secrets We Use to Maintain a 2% Refund Rate [Bonus - What to Do If A Client Wants to Break Contract]

An incredibly underrated component of your business is your onboarding process and when you have this nailed, you'll see retention skyrocket and refunds plummet. We've had our own share of refunds in the past (will share a specific story) and learned a lot how to avoid them by having a bulletproof onboarding process. Listen in as I explain the tactical steps on how to set this framework up in your business!

 

Time Stamps:

 

(0:40) Eliminating Refunds

(1:40) Starting with a Story

(2:58) The Email

(7:03) Retention Bonuses and Upgrade Rates

(9:16) The Importance of Onboarding

(11:43) After They Say Yes

(14:23) Clear Expectations and Next Steps

(16:28) Onboarding Call

(18:11) Exit Interview

(19:28) Refund Policy

(21:29) Safe Space for Struggles System

(23:29) Still Wants a Refund

(27:13) Ending But Not Breaking Contract

(28:51) DM Me Exit Interview

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