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Here are some things I’m doing to slowly grow into a sustainable, resilient business. Most of these are just common sense, customer-friendly policies that in turn forces me to build a product that delivers consistent, long-term value. Not rocket science. A thread 1/7
2/7. Pricing my product at a level where it *must* be delivering value. The avg price my customers pay is $60 / month. At this level the tool must be providing value otherwise people churn fast. This forces me to build the right features for the right kind of long term customers.
3/7. Emails on every payment. Some startups disable payment emails as they don’t want to “remind” customers that they are paying for something they aren’t using. Not me. If customers aren’t using my product then my startup is broken, I’d rather they cancel so I can learn why.
4/7. Four failed charges auto cancels and shuts down the account. Delinquent churn messes up my MRR and makes it hard to understand what’s happening in my business. I give customers a fair warning, 4 notifications, then I get the account off my books if there’s no response.
5/7. Focus on Monthly. I’m moving to monthly plans only. Everyone tells you to offer yearly but the few yearly plans I’ve sold have become inactive users. It’s nice to have the money but I can’t learn anything from customers who don’t use the app and it also just feels weird.
6/7. Cancel at any time, in one click. There’s no mandatory exit survey, there’s no number to call, there’s no delay - you just hit a big red button and I stop billing you immediately.
7/7. I’m prob forgetting a few things but this all falls under the umbrella of "be as customer-friendly as possible". Treat people how you want to be treated. Growth will be slower, but I’m in this long term and will hopefully have a more resilient business because of it!
