The Why behind my refund policy, and how small acts of kindness can mean so much.
We never (well, almost never) offer refunds. We do a great job of explaining/describing/showing what people are getting when they purchase. We encourage people to follow their heart, and we stand in the value of what we offer.
50% of people don’t even open the digital product they purchased. We want mindful folks who really want to be involved with the product offering. And, refunds are exposing in the digital world. It's not like returning a chair that the retailer can re-sell… people HAVE the stuff in their possession and could spread it around if they wanted to.
THAT SAID… KINDNESS trumps policy every time.
The following is a sweet, sweet story about something that was so easy for us to do. We had no idea at the time how much it would be appreciated. Love is always a good idea. T W E E T ♥
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A VERY RECENT LETTER TO TEAM D:
Hello, My name is Atoya. I shared a success story on Marie Forleo's B-school Facebook page and Danielle responded. I told her I would email to share the full story here. [Danielle] refunded me some money long ago and graciously said, “You did pay what you could”. Which at the time was nothing. I sat on my floor, weeping. I'm attaching the email correspondence that took place in 2013…
After Danielle so graciously refunded the $60, it set off a chain of events that changed my life. Through her, I found B-school and saved up to do it in 2015. My life has profoundly changed as a result of that one act of kindness. Even this evening, as I re-read the email... I couldn't help but cry.
I was in such a dark, isolated state of being.
I now have a successful 6 figure business. I have thousands of people on a waitlist at all times. I've even created an online course to help those who can't make it to Portland, Oregon. It's an entire community.❤️ The demand is so huge that in 2 months, I am opening the first and ONLY curls only salon in Oregon. I will be training a team to help fulfill the need. Everyone will be required to read The Fire Starter Sessions and The Desire Map. My Core Desired Feelings seem to be the same the past few years. One major one is ABUNDANCE. That's literally how I live now.
I still haven't written my BIG BEAUTIFUL BOOK... but it's coming.
I can feel it.
All my love,
Blessings turn into more blessings. T W E E T ♥
People over policy, over profit. Always.