Occasionally you'll have a customer who's less than pleased with something. Sometimes it's because their child didn't get to play during the game. Perhaps the number and quality of photos are not up to par. Or maybe the game was canceled because of the weather or some other event.

Refunding Sessions

The Capturelife Events App allows you to grant refunds to customers. This should be a last resort, but it can be appropriate in some situations. For example, if you're unable to deliver the product as described to your customer, a refund may be called for. This may happen if the athlete does not getting any playing time, gets injured, there's bad weather, or equipment failure.

Comping Sessions

"Comping" is a tool that can be used in place of granting a refund, and also as a marketing tool. If a customer isn't satisfied with what you've delivered, offering them a comped session can be a good alternative to a full refund. You can choose what percentage off of their purchase you'd like to comp, and do it all through the App.

Another way to make use of comps is to offer a customer a large comp or even a free session if they are able to bring you enough business in referrals. For example, lets say your customer knows five other parents who are potentially interested in your services. After reaching out to them, you are netted three more customers. In this case you can comp their session and know that you're both walking away with a better deal than before.

 

Offering a Do-over

In cases where, for whatever reason, the session doesn't turn out or doesn't happen, offering a "do-over" can be a good option. This would, of course, only apply in situations where the customer has another game on the same, or a following day. In this case, you can still deliver what you promised to deliver, but without losing the customer's business or confidence. Be sure to move the player to another job in the GFcrew APP to ensure your photograph that athlete.