Do you welcome trick-or-treaters with a big bowl of candy, or do you switch off the lights and hope nobody knocks?
If you’re in the second group, you’re not alone. We had a neighbour—let’s call her June—who wasn’t a fan of unexpected visitors. It didn’t matter if it was Halloween or just another Tuesday; any surprise knock at the door made her uncomfortable.
The same thing happens in business. When a refund request or complaint shows up out of the blue, it can throw you off balance. Those moments have a way of catching you off guard, leaving you scrambling for a response.
So, how do you handle these “trick-or-treat” moments in your business?
5 Ways to Handle Refunds, Complaints, and Conflict
1. Stay Calm—It’s Part of the Game
Cancelations, refunds, and complaints are part of running a business. Sometimes, they feel personal, but they’re not. Not every upset member is a troublemaker—some are simply passionate or frustrated. The key is to separate genuine feedback from disruptive behaviour.
2. Remove Major Issues Quickly
If someone crosses the line with harassing or inappropriate behaviour, don’t hesitate to remove them immediately. Look at your mindset, do the work. Your community needs clear boundaries, and it’s okay to enforce them. Make sure you have strong guidelines in place before issues arise, so everyone knows what behaviour won’t be tolerated (yes – it’s ok to do the work and kick someone out).
3. Be Ready for Payment Disputes
Payment issues are bound to happen, often due to misunderstandings. When they do, try reaching out directly to the member to resolve the problem first. A quick conversation can often prevent things from escalating further. You’re not running a friendship business – it’s a business.
4. Make Canceling Painless
If a member wants to cancel, make it easy for them. The smoother the process, the better their impression of your business—even if they’re leaving. Sometimes, people return down the road if their departure is handled respectfully and professionally.
5. Embrace Feedback (Even When It Hurts – in your perception)
Negative feedback can sting, but it’s often an opportunity in disguise. If you notice the same issues being raised repeatedly, it’s a sign that something might need adjusting. Proactively gather feedback from members to stay ahead and continuously improve their experience.
Setting Boundaries
We had a session in Maximum Growth Academy a few weeks ago on a boundary setting. It helps to see what you are willing and what you are not willing to accept in business.
Handling refunds, complaints, or conflicts isn’t fun, but having solid processes and clear boundaries makes all the difference.
With the systems in place, you can handle issues smoothly and keep your community thriving—without the stress of unexpected “trick-or-treat” surprises.
When things don’t go as planned, just remember: the best businesses aren’t the ones without problems—they’re the ones that handle problems well.
With love and sprinkles of spiders,
Tanya “Scary” Cross.
Leadership Coach & The Coaches Coach
Master Certified Demartini Method Facilitator
BAppSoSc (Counselling)
