Growth July 15, 2020

First Paying Customer πŸ₯³

Nikola Stojković @stojkovic

Aaaand they're gone πŸ˜…πŸ˜…πŸ˜…

My heart literally skipped a beat when I saw that popup about Hosted Status Page new subscriber! 😡

Unfortunately, it didn't take them much long to cancel the trial - cca 1 minute πŸ˜‚

Instant Cancellation

I will contact them for sure in order to figure out why did they subscribe and cancel immediately. πŸ“

There is no any kind of the onboarding mechanism published live (it's under development atm), so it might've been one of the reasons. πŸ™„

Instant Cancellation

Have you got any tips about reaching out to them and what to avoid when contacting users in situations like this?

Thanks πŸ™‹πŸΌβ€β™‚οΈ

  1. 4

    I'd just be polite and honest. Like super honest.

    E.g. Hi I'm Nikola the guy that built hosted status page and I noticed that you cancelled straight away. I'm building this myself so any feedback you offer is invaluable. Iwould like to ask one simple question what would have made you stay?

    Even offering amazon vouchers as incentive might be worth a punt.

    Its possibly too late now, but two cents worth... also allow feedback at the moment of cancellation. Ie simple Hey sorry to see you go.. can I ask why? With a text box. A chat widget inside the app also is great at collecting the "does it do x" questions new customers often have. Sometime cancellations just cant find that out quickly enough.

    Good luck!

    1. 2

      what would have made you stay?

      πŸ‘

    2. 2

      Good advice...

    3. 1

      Thanks for the reply, Paul πŸ™Œ

      I'll definitely include feedback feature. But, if they cancel from cancellation link from email (receipt), I have no control over it except to write back to them asking for feedback 😊

      Sending an email for sure πŸ“

      Thanks again! πŸ™‹πŸΌβ€β™‚οΈ

      1. 1

        What service do you use?
        I think PayPal has this feature...

        1. 1

          It's Paddle.
          They have this "final offer" thing, where you set desired discount you will offer to the client before they truly cancel the subscription πŸ™„

  2. 2

    Well, You must have had a rollercoaster of emotions for that brief moment. Asking them politely would really be the best idea.

  3. 1

    Oww, did you get an answer? That would be very interesting.

  4. 1

    Maybe they though that your product is about something else so improving your message and set the right expectations might help...

    1. 1

      I don't believe that's even remotely possible πŸ‘‡πŸΌ

      • domain: HostedStatus.page
      • First thing they saw on landing page:
        Pretty much descriptive
      • Way too many mentions of "incident", "status page", "downtime" everywhere πŸ€·β€β™‚οΈ

      I believe it's pretty much clear and precise what HSP is about πŸ™„

  5. 1

    I wouldn't bother.
    But it's just because I, as an end-user bought and canceled subscriptions many times - because of different reasons and never thought I had to explain my decision.

    1. 1

      Interesting point whatsoever.

      Not that it's compulsory to explain your actions, but rather optional. Just like @paulbot suggested - a popup of some kind, etc.