How your business policies can help you to say “no” with grace

by | Aug 29, 2017 | Business-Building Resources

I’ve said it before and I’ll say it again…

Legal documents give you extra superpowers…like grace.



“Legal” and “grace” don’t really go together at first glance, do they? But, if you know me and my unique philosophy to the law, you know there’s no such thing as an oxymoron. I’m all about the “and”! Your legal documents can give you grace. Here’s how.

Let me tell you about my client Alexa.

Alexa’s client asked for a refund from her high-end Mastermind program halfway through the program. Alexa didn’t want to give her client a refund. She has a “no refund” policy spelled out in her Mastermind program contract. Alexa makes it a policy not to give refunds…ever. And she has her no-refund policy written clearly, in large text in Section 10, so her clients can’t miss it when they sign her Mastermind Agreement.

Alexa took a deep breath and gently told her client, “I’m sorry I’m not able to give you a refund for the Mastermind.”

Alexa’s client got upset on the phone and continued to demand a refund. Alexa paused, tapped into her compassion, and and calmly told her: “I can hear that you’re frustrated and I’m sorry that you’re not happy with the Program. I apologize that I’m not able to give a refund at this time. The contract that you signed clearly spelled out my ‘no refund policy’ in Section 10 of my Agreement and you were fully aware of this policy when you signed up for the program. It’s the policy of my business not to give refunds at any time.”  

“It’s the policy of my business not to give refunds.”

Alexa wasn’t making a personal decision to not give her client a refund. She was just stating the policy of her business. Alexa didn’t have to get into a back and forth emotional conversation with her client. Her refund policy was spelled out in writing, and she could easily refer the client to the section where the policy was stated.

When you have crystal clear biz policies and legal documents backing you, you don’t have to get sucked into the drama with a client. You can respond rationally like Alexa did and simply share her policy and refer to the section of the contract where it’s spelled out.

She didn’t need to second-guess herself or wonder if she wasn’t being kind or sensitive to the client.

Her legal document made it easy to express her decision, with no fear or anxiety on her part.

That’s the whole idea.

Clear, written business policies and legal documents give you the superpower to say “no” by staying emotionally neutral in a trying situation.

This is grace.

What policies do you have in place for your business? Have you used them to create loving boundaries in a conversation with a client? Have you been able to say “no” with grace backed by your legal documents? Hit reply and tell me your story – I would love to hear!


We’re having a 2-Day Back to School Shopping Spree! Check your inbox tomorrow for a fun 2-day offer from Yours Truly! I promise you’re going to LOVE it! #legallove


Check out my interview with Alexis Logan on Intuitive Ambition Radio! This podcast is all about Intuitive, high-achieving entrepreneurs and leaders who are redefining how business is done. Alexis shares insights and inspiration from high-level leaders and entrepreneurs making 6-figures and more as they share the tales from the trenches following their inner guidance. And this week she interviewed me!

Listen to the podcast here.


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