February 05, 2010: Polite cheating
Category: Meetings
Posted by: David M Patt
A conference registrant called the day before the event to ask for a refund, since she wasn't going to be able to attend, and was surprised to learn she wouldn't get her money back. The organization offered to send her the program handouts, though.
An association member registered at the "previous attendee" rate even though he had never before attended the conference. He said he was signing up "in place of" a colleague who had attended the previous year but couldn't be there this year.
Another member called six weeks into an eighteen week program to ask for a refund, because he had not attended any sessions up to that point and wasn't likely to be able to attend any in the future. The registration form he submitted clearly stated, "No refunds for any reason after the start of the program."
Registration and cancellation deadlines, late fees, and pricing are usually reasonable, yet customers (and members) often treat them as guidelines, not rules.
Stores, restaurants, movie theaters, hotels, and countless other businesses make exceptions all of the time, so people expect associations to do so, too.
But how flexible should associations be? Refunds are often requested after all event expenses have been made so organizations lose money when they acquiesce to refund demands.
If you often bend the rules, there may be something wrong with the rules. To correct the situation, you can establish less rigid rules, make the rules clearer and more specific (but who knows if that will help), or just turn people down when they request an accommodation.
It's OK to occasionally make exceptions. Just don't make a habit of it.
An association member registered at the "previous attendee" rate even though he had never before attended the conference. He said he was signing up "in place of" a colleague who had attended the previous year but couldn't be there this year.
Another member called six weeks into an eighteen week program to ask for a refund, because he had not attended any sessions up to that point and wasn't likely to be able to attend any in the future. The registration form he submitted clearly stated, "No refunds for any reason after the start of the program."
Registration and cancellation deadlines, late fees, and pricing are usually reasonable, yet customers (and members) often treat them as guidelines, not rules.
Stores, restaurants, movie theaters, hotels, and countless other businesses make exceptions all of the time, so people expect associations to do so, too.
But how flexible should associations be? Refunds are often requested after all event expenses have been made so organizations lose money when they acquiesce to refund demands.
If you often bend the rules, there may be something wrong with the rules. To correct the situation, you can establish less rigid rules, make the rules clearer and more specific (but who knows if that will help), or just turn people down when they request an accommodation.
It's OK to occasionally make exceptions. Just don't make a habit of it.
Deirdre Reid wrote: