[Transcript starts at 0:40]
Hello, hello, hello. My podcast people and thank you for joining me for that day. Another episode of my favorite podcast. If you're tuning in watching, listening on the day that it drops, it is Monday, July 28th. The lights are in my eyes right now. It's so bright. July 28th. That means we're about to be in August, and part of the reason I'm saying about the lights in my eyes is because as this the season, the year goes on, the light changes.
The sun changes. That's why I record this later at night, because any other time during the day, the lighting is really, I love natural lighting, but it comes in through the back. It washes me out. So I was like, oh, wait, I'll do it later tonight. It's now, I can't even see the clock. I think it says eight 30 and it's too dark.
Now I got all the lights on. You can't see them. They're behind the camera and I'm blind. But today, if I can make it through the episode, uh, we are talking about handling cancellations. This is inspired by a recent coaching moment that I had with one of my coaching clients. But first, a few life updates and then we will jump in.
So, first off, first announcement. I announced last episode. I'm doing a new podcast. I'm dropping a new podcast on August 7th. It's a Thursday. It's called Chat, GBT, curious, and that announcement was so well received. Just thank you. Y'all are awesome. I have been in the commuter building, the website, all the things that go with launching a new online endeavor.
See last week's episode, if you know what I'm talking about. Um, and it's just really awesome that some of you are excited about it 'cause it's been a lift and it's just, it is a dope. Uh, so yeah, that's, that's episode. No, that's, uh, announcement number one. August 7th coming your way. Uh, announcement number two.
Fuck Trump, man. I just, I hate giving my attention to someone I don't give a fuck about, but I just can't, not like you. You open your phone, you just look at anything ever. And you're hit with some new fucking nonsense. And I'm just like, God damn right. I, I wanna start an, an official petition to bring back, to bring back respecting expertise.
Let's bring back shame. Let's fucking bring it back. People out here with no shame. And let's also fucking ignore, you know, ignore as opposed to entertain whack people, right? That the debate is just filling my timeline. Uh, I can't even remember his name right now. Jubilee. That's the worst network. It's the worst.
Whatever they are called, they're the worst. And why are we doing this? Right? It's one guy against 20 Ultra-right? Conservative, horrendous people. It's like you're not changing anyone's mind. You're not convincing anyone. You're not owning anyone. Like it's like a platform for these, you know, young far right.
Conservatives to get their five minutes of fame and openly state how terrible they are. And it's like, we don't need to do to do that. We already fucking know. Conor, that's the guy's fucking name. They might as well be called, quite frankly, if you know what I'm talking about. Good. But the, those of you that know what I'm talking about, you know what I'm talking about.
And it's the fucking war. So just, I gotta get it off my chest, right? I gotta get it off my chest 'cause it's all I fucking think about. Third update. Let's switch gears. I'm gonna whiplash here. New direction. Third update on a happier note. Got to play volleyball with a last week. I was actually there today watching her play.
Uh, for those of you don't know, Addie is Allison Evans daughter. I have brought Allison on the podcast. She's myself appointed mentor. She has just been such a huge role in my life and just a godsend and someone who has always truly looked out for me and really believed in me. That, that whole shtick, that whole thing that I say like when someone believes in you, believe them.
It came from her, right, from her believing in me. And I was like, you know what? I could do this. Um, you know, her and my mom, they're my, my biggest fans and supporters and. So I'm so grateful for her, but she's in town because her daughter, who is now 16, what, you know, kids just show you how quickly time passes.
Um, but when I met her, she was like a little kid and now she's six feet tall, like legit. I'm not even like exaggerating. She's six feet tall. She monster blocked me on the first swing I took on her and I was like, well, shit, welcome Addie. Um, but. Got to play with her last week. Spent all day today? Well, not well, the day you're listening to it.
No, it'll be last week. But, um, the time I'm recording it, spent all day today off in the next Tuesday, some Tuesday, and then, and some of Wednesday watching, and it's been great. Right. Just overall a great way to spend my days and, and this summer. Uh, but yeah, last week my schedule got pretty derailed between that and I was hanging out with my old man, Steven, and.
But it's just great. I actually sent an email out to my, my mafia just talking about the fact that community is inconvenient, building it, nurturing it, sustaining it, maintaining it, growing it, having it. It's inconvenient, right? Sometimes you're like, I just wanna do this thing, but like you do it. And that's what is the lifeblood and the foundation of the community.
And my schedule got hella derailed and I was like recording podcasts at midnight and staying up doing the the website and stuff, and. It was still great. Alright. It was still great and I'm so, so grateful. So let's switch into today's main topic, which is handling those cancellations and I gotta say it.
And if you're tired of hearing me say what's to come, just feel, you know, feel free to fast forward, but it continues to be so weird to keep running a business and showing up as everything is burning down. Right. I am very grateful for all of my clients. And the one, one I'm, that is, you know, uh, inspired today's episode, just super grateful because I get to have convos, like the one that we have, right?
And I'm gonna discuss that in this episode. But in these conversations, right, it's, it's life lessons and like kinda these bigger things than like what I consider to be, you know, trivial business things. So when it comes to cancellations. Realistically, your first one's gonna hurt, right? No matter what your mindset is, you will likely take it personally to some degree, and it's gonna sting.
Right, and it's not a bad thing. It means you care. What I really wanna communicate with this episode is that, in my opinion, the goal as a business owner is to get to a point, and that's a human right in relationships, right? It's, it's to get to a point where cancellations don't completely derail you and you can be objective about them, right?
One thing, and I, I strategically and intentionally put this point first. One thing that makes it easy to process this is not needing the money. Right? When you need the money, the cancellation becomes about a loss of a resource, and that is fucking stressful, right? And this is something that I make sure to point out to clients so that they can start to separate their emotions from the event itself and stay objective.
And this is also, I just need to acknowledge that like it's fucking expensive to be alive, right? And the only person who's ever said that money doesn't buy you happiness is a rich person, right? They got money, right? Money buys options and options can absolutely bring happiness. So just want to make that point.
Not needing the person financially makes a big difference. How you get there. Up to you. I just, I have to put it out there, right? It, it is, I think it is important to say first. I think that's usually what gets people is, you know, it's a big part. They started their business and they're, they're trying to make some money with it, and they're like, wow, money's gone.
So a second thing that eases the sting of cancellations is time. And I don't mean time as in like, oh, you need just need time to get over it. I mean like time across years where you can generate data and evidence that you can get new clients, right? It's not like a Fuck you, I don't need you kind of thing.
When they leave, it's. Again, you know, largely tying into that financial side of things and, you know, also like being valued, feeling like you're valued to an extent, and we'll get, we'll go into that. Um, but it's, it's tying into the financial side of things of like, it's okay if this person leaves because there will be somebody else.
And this takes time to prove right and seasonality is real. And sometimes you'll have more clients and sometimes you'll have less. And yes, depending on your niche and other factors, that could take a really long time. Between clients and it can be very, very slow. But if you're able to, you know, expand over, you know, years and see like, yeah, I do get new clients, uh, you some of that sting goes away.
Some of especially that financial sting and that financial concern that that is there. Right. But to circle back a little bit and dive into this, this. Concept of being valued, right? There's definitely some part to this feelings when someone cancels that you're like, am I good at what I do? Like am I helpful?
Do people like me? Am I valuable? Do I provide value? Right? All of those things. Again, time is your friend here and that it allows you to generate evidence that the answer to all of these things is yes. Right. Something interesting that I think is interesting that I discussed with my, my client is that.
This self-confidence and this self-belief and this self-trust and this self knowing is separate from having a wait list. I know that's a very specific example, but that was what came up with the client, right? 'cause my client was like, this would be easier if I had like a wait list, like a list of people ready to work with me.
And again, I was just like, I gotta highlight the financial side of this. Like it would feel easier 'cause you're like, cool money's out, but money's coming back in. That's what that means, like. My client was kind of bringing in a lot of, a lot of things and like tying them all together. We as humans are really bad at identifying like, what the cause of our feelings.
And I was like, let's take a moment and like tease, you know, separate all of these things. So if wanna talk about for a wait list, talk about a wait list for a second. Like, yes. A wait list is an indicator of something. Absolutely. It's not a bad thing. It is good, but in terms of value and you know, your value and the value you bring and, and quality as a provider.
There's other things to look at as well, right? Look at your success rate. Do people achieve your clients? Achieve the desired and the promised outcome. Look at your reviews and your testimonials. Look at how long people stay with you, right? And if it's not, you know, if it's not a one and done thing, but if it is, maybe they like go to you and then they go do other shit and then they come back for other, you know, session or whatever.
Do they refer people to you? Right. There are lots of other metrics that communicate your value and how good you are at things and how helpful you are besides having wait list. Right. Especially, it just depends on like what it is that you do. Like how many hours do you offer? There's a lot of variables with this idea of a wait list.
Um, I don't have a wait list. Like I have wait list for certain programs I run just 'cause I don't only run them twice a year or once a year, but like I don't have like a wait list for coaching with me like. My meetings, if it's open, you take the first, the first spot, right? And I think that I'm phenomenal at what I do.
I will absolutely pat myself on the back for that. So I just wanna make a point to really, you know, when we're starting to have these feels, can we sit and can we isolate things and, and really look at things and, and stay, stay objective, right? So tactically and practically, when it comes to cancellations, number one, let people cancel.
If they're not feeling it, their money back. Like fucking give it to them. I've always felt this way. I will continue to feel this way. Like. Leave me alone. I'll pay you to leave me alone. Right. Someone's gonna be a problem. Just give 'em their money back. Be done with it. It is not worth it. Second part, make it easy for people to cancel.
Right. Especially something like, you know, we can think of it as like benign, if you will, uh, you know, as an unsubscribe from an email list. Like you hate it when people like, you know, some of these companies from, from, you know, olden days of the internet, they would like make the unsubscribe button the same color as the, as the email background.
And I'm like, that's just gross. Why the fuck? Because now I really wanna cancel. Now I wanna report you like. Make it easy for people, right? It's okay. Next part. Be okay. Firing people and you will have less of this as time goes, uh, and you're, you know, you become clearer and more upfront with your values and you attract the people that are just really good fits, but.
I get that there is like the money and financial side of things, but when it comes to running a business, we wanna be working with, this is the reason we start our own business. To work with people who we wanna work with, to be able to lead with our values and say, fuck Trump. And you're not like, oh, I'm scared to say it 'cause they're not gonna lose a client.
Do you want that fucking client? I don't want that fucking client. I, so this idea of firing people like that just aren't a good fit or just are a headache for you. You just, or you know, you just like can't help them like. Usually when you're looking to fire someone it's because you're not a good fit.
Whereas if you are like, I can't help you, then it's easy. You just refer them, right? But either way, be okay letting these people go. Another, another idea here is to celebrate graduation, and this is something that we do in the mafia and understand that like moving on as part of the process, like as a physical therapist, I was always like, get the fuck outta here.
Like, I want you to be done. You'll probably come back for something else. But like, I don't want you here for the same thing forever and ever and ever. I feel like I'm not even doing my job so we can view this, them leaving as part of the process. That's really nice. Like, yes, I get a financial perspective and like being able to help people.
But even if we start to move towards like they are just, they're less, or you know, it's more spread out. Like if we can view this as part of the process, as like the ultimate step in the process, it's a really good thing and we can celebrate it. Next thing tactically, practically, practically remember, understand, live into this, I, you know, reality, that agency is sexy and it's very, very.
Very real. Let people do what they wanna do. Right? Don't immediately make the cancellation about you like, yes, look for, and listen to patterns. If people are constantly like unhappy and saying, you're the fucking worst, like, yes, take it to heart. But I'm gonna guarantee anyone that if you're listening to this podcast, that's not you.
Right. But if people are constantly unhappy, then yeah, you know something to look at. But. If that's not the case, people aren't con, aren't constantly saying this and like, understand that people have whole ass lives outside of you, and their actions are influenced by a ton of things that we have no idea about.
Even if you feel like something hit you outta the blue, it, it's not maybe outta the blue for them or maybe they were just having a bad day or that a lot of things happened. Like, we don't know. We can't just immediately make it about us. I, I actually have a client, former client who, uh, like. This is just a story about you never know how much you impact somebody and they'll leave and they'll cancel and you'll be like, and I, I had a, a kind, I'll call her client 'cause she was in the mafia and she left and I was kinda like, surprised.
I was like, wow, I like thought you would stay longer. But speaking to the, what we said earlier, like, it's part of the process. And she was like, I'm good. I'm ready to move on. And she actually just hit me know, she left the mafia a few years ago and she, she messaged me the other day, left me a voice note and was just like.
Really, it was like a really nice, like two and a half minute message of just like how grateful she was and how much what I've taught her and how I show up, you know, influenced her and the way that she does things. And just, it was like super fucking nice and it was just like, oh yeah. Like if I had stayed in my fields for all these years and been like, oh man, she canceled.
And like people agency is. And I've switched that line from autonomy where the agency is, is sexy. Think about your own cancel cancellation habits, right? It's not necessarily 'cause you hate that person, you just be like, okay, I am just like, I'm done. This was great and I'm ready to move on and I still really don't appreciate you and respect you and I'm really grateful for you.
I will also say. Put the energy out into the world that you wanna receive. So put that good energy out into the world. Go and say thank you to people that maybe you don't work with anymore. Let them know. And if you didn't leave a testimonial, let them know. Now. Go leave one now. And even if you did, leave a testimonial, message 'em and be like, that was fucking great.
Just, just, just wanna let you know I am. You could also, if you want, let 'em know you canceled, like, especially when you are canceling. Right? I think that the action item here is that you can, as someone that's running something, you can kinda get ahead of this, uh, on your end and just tell people it's okay to cancel at any time.
Like with all my coaching and things like that, I don't do like, oh, you gotta send it for three months, or anything like that. It's month to month. Cancel it any time. My extra meetings are just a single one. But if I'm doing ongoing coaching, it's month. A month. You don't wanna come back. Okay. For like, that's fine.
But I get ahead of this one. I say that they can cancel it any time, and two, when it comes as it relates to the mafia, they can cancel it any time. But I ask 'em to say bye. I'm like, you can leave this at any time. Like this is a resource for you. And when you feel like you're done or you know you can't afford it, whatever.
You ready to move on, you ready to graduate? Cool. I, I just ask that you. Say bye. And people do that when they're gonna leave. They go in the mafia and the Facebook group and they say the things and they thank to people and they're like, Hey, you know, here's where you can find me. And it's, it's really nice and it just lessens the blow.
And it's like, yes, it's like a nice way to know, but it's not about, it's not about me. I ideally you get to a point where you're like, I know that it's not, but it's also still nice to hear it. Right? So. To wrap it up, cancellations in your business are going to happen, right? They will likely sting in the beginning.
And to me it's not a bad thing. It means you care. I think that the ultimate goal is, you know, if we're gonna have a goal, is to get to a place where you can be objective about it. And they don't just completely derail you, right? This takes time. This takes generating evidence. This can absolutely take money.
Yes, this can take some mindset work. It takes some intentionality, but it is totally, totally possible. Alright, gonna wrap it up there. Don't forget, next Thursday, August 7th, official launch of the Nude Pod, the nude. It's almost like something, like I said, nude. The new podcast will not be nude. The new podcast chat, GPT.
Curious, uh, mark your calendars. I've almost said hide your kids, hide your wife, don't hide 'em. 'cause this is a show for everybody. Um, you can right now, as of right now, check out the trailer, check out the new website if you wanna learn more. Um, we will link that. Thank you Courtney. And yeah, just grateful for every single one of you.
Until next time, friends Maestro. Out.
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