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Member Update with Gayle Dube #11

Running a successful business is ensuring client satisfaction is at its highest. How do you achieve satisfaction if clients are not happy with the terms and conditions of the business? As we are coming up to the Christmas holiday, gift vouchers and treatment packages are very popular during this time. I recently had an interesting conversation with one of our members about extending the expiry dates on gift vouchers. We discussed whether her terms and conditions state what happens to the voucher if not used by the expiration date. 

Terms and conditions act as a roadmap for clients, offering clear guidelines on what they can expect when purchasing gift vouchers or treatment packages. Transparency is key in building trust, and having well-defined terms ensures that clients fully understand the terms of their purchase, reducing the risk of misunderstandings or disputes down the line. It is essential to outline refund policies, expiration dates, and any other pertinent details to ensure legal clarity and compliance. 

Gift vouchers and treatment packages are susceptible to misuse, whether intentional or unintentional. Clearly outlined terms and conditions safeguard the business from financial loss. This is especially important for clinics dealing with high-value packages and premium services. 

Some vouchers and packages often come with expiration dates and specific redemption conditions. Clearly communicating these terms helps manage client expectations and ensures that clients utilise their purchases within the specified timeframe. A misunderstanding could be caused by terms and conditions not stating that gift vouchers will not be valid if not used by the expiration date. 

Terms and conditions are not just legal documents, they are communication tools. They educate clients about the clinic's policies, setting expectations right from the beginning. It is important to be flexible to clients and address unforeseen circumstances. This could be as simple as extending the expiration date, it shows your clients you care about them. 

Establishing comprehensive terms and conditions for the sale of gift vouchers and treatment packages is not just a legal necessity but a strategic move to protect the clinic's reputation and financial stability. By promoting transparency, compliance, and clear communication, these terms ensure the relationship between the clinic and its clients is positive and mutually beneficial.  

Written by Gayle 
ABIC Facilitation Manager


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