Re-Humanizing a Scaling Business – Lessons from an 8-figure Business Coach on Collecting Default Payments using Ontraport

In the digital business world, where success often seems measured in numbers, it’s easy to lose sight of the human element in business. However, one coach and their team have taken a remarkable step to rekindle the spirit of compassion and support in their interactions with clients, even when dealing with financial matters.

Meet our coach, Dan, whose commitment to clients goes far beyond the typical transactional relationship. Recently, they faced a challenge that demanded a delicate balance between financial responsibility and the human touch. Their clients’ credit card payments had declined, leaving tuition fees unpaid. While it’s a situation that many businesses would approach with stern reminders and threats, our coach had a different vision.

As the COO was in the process of creating an automation to follow up with these clients, the founder stepped and shared his insight, “We will not scare them away. Instead, let’s show them that they’re acting small by not honoring their commitments. We will show them kindness and support, so they feel empowered to overcome their financial situation and decide to fulfill their dues with us.“

This compassionate approach is a testament to the coach’s unwavering commitment to the personal growth and transformation of their clients. It’s a reminder that even in the fast-paced, digital world of 8-figure coaching, the human connection should never be sacrificed.

Here’s how our coach and their team went about implementing this unique strategy:

**1. Empathy as a Foundation:** Understanding that life can throw unexpected financial challenges at anyone, our coach and their team started by empathizing with their client’s situations. They acknowledged that these individuals had initially committed to their coaching programs with good intentions.

**2. Personalized Support:** Instead of automated and generic reminders, the team opted for personalized messages. They reached out to clients individually, expressing their understanding of the circumstances and offering a listening ear.

**3. Empowerment Over Fear:** The team’s messaging was not designed to induce fear or guilt but to inspire clients to remember their goals and aspirations. They reminded clients of the personal growth journey they embarked on and encouraged them to continue despite the temporary setback.

**4. Flexible Solutions:** Recognizing that everyone’s financial situation is unique, the coach and their team were open to flexible solutions. They offered extended payment plans, paused coaching sessions if needed, and even provided resources on financial management.

**5. Building a Community:** Our coach fostered a sense of community among their clients. Clients facing financial challenges were encouraged to connect with others who had overcome similar situations, creating a support network.

The results were remarkable. Clients who had initially faced financial hurdles not only resumed their coaching journeys but did so with a renewed sense of purpose and commitment. They felt that they were receiving genuine support, not just as clients but as individuals with dreams and aspirations.

This story serves as a powerful reminder that no matter how successful or large a business becomes, the human element should never be overlooked. By infusing compassion, understanding, and support into their interactions, our coach rekindled the human spirit in their 8-figure coaching business, proving that success is not just about numbers but about the lives touched and transformed along the way.

In a world that sometimes feels disconnected, our coach stands as a shining example of how kindness and empathy can make all the difference, even in the most financially driven industries.