At challenging times like this, where cash flow is of utmost priority, you need to hold onto your cash as much as you can. If (when) you receive a cancelation request, instead of offering a refund, consider offering to reschedule the booking for the future.
The nature of the requests will vary. Some will be polite while others will demand it, maybe even threaten with legal action. However, even if it doesn’t seem like it, some of your customers will agree to reschedule.
Here are some ideas on how you can do it:
(Note: This is of course not bulletproof and won’t work all the time, but it’s a harmless way of reducing cancellations.)
Put yourself in your customer’s shoes
To start, put yourself in the shoes of your customer. They are probably just as frustrated as you are. Most certainly they cancel out of fear – not because they no longer want to experience your services. Once this chaos is over, they’ll visit you again. Understanding this will put you in a better state of mind to write your answer.
Offer your customer a choice
Forcing someone into a decision is not a good idea – offer your customer a choice. Tell them that they’re entitled to a refund but present the option to reschedule instead.
Assure you’ll be there in the future
As mentioned earlier, the customer probably wishes to cancel out of fear. Provide assurance that your company is here to stay and that when the dust settles, they still will be able to visit you. If you sincerely think that is the case (otherwise, you’re committing fraud).
Reinforce the option of rescheduling
Next, you need to express why rescheduling is the better option for both parts. Remember, the more you offer, the better your chances. You could:
- Motivate a reschedule instead of canceling by offering a discount or a gift-card (read how to set up gift card in Citybreak Professional here)
- Explain your circumstances and how rescheduling instead of canceling would greatly help your business.
Thank them for considering
Offer gratitude in advance to your customer for even considering the option. This at least reinforces them to consider the option rather than just demanding a refund.