Again and again and again I say this … Support for the sake of doing support is not enough!
A customer just purchased from an older than dirt Clickbank link for $67.
The thing is we don’t use CB anymore and that product he bought is now $247.
I immediately refunded the $67 and contacted the customer and clearly explained what happened, why we don’t use CB anymore and why the product is worth more now.
I did give him an option to buy it again at a small discount from $247.
He emailed back and this is what he said:
“Joey, Thank you so much, appreciate the generosity! I’m hitting the buy button now.”
How awesome is that ;-)
You see it wasn’t about getting more money from him or any of that crap. I could’ve easily just taken the $67 and called it a day. But it’s the principle of it.
I truly believe in our product. It’s a damn great product. Customers buy this all the time at $247 so it wouldn’t had been fair.
It wasn’t his fault, he just found a link from one of those flog sites. I took care of him though. I gave him a discount, not $67, but enough to make him happy.
But the fact that I took the time to email him, explain what happened and why and issued an immediate refund pretty much just let him know that we’re here to help and do business the right way.
That right there just went from a regular customer to a Loyal Customer ;-)