I had to refund a client. 😔 Here's why? 👇
Hey Indie Hackers! 🚀
I recently faced some challenges that prompted me to reevaluate and make some important changes to the way I run my design agency, Pentaclay.
Here's a snapshot of what happened and the lessons learned: 👇
Lesson Learned #1: Direct Payments Without Consultation Can Backfire
Initially, I was excited when a client subscribed without the need for a 15-min call with me. However, the project turned out to be more complex than expected, leading to multiple design direction changes and a prolonged timeline. This taught me the importance of establishing communication upfront.
Lesson Learned #2: Quality Over Speed
The project, which usually would take a couple of days, was extended over three weeks due to unforeseen challenges. Recognizing that the final result didn't meet expectations, I decided to refund the 15-day subscription fee. Quality should always take precedence over quick turnaround.
Changes Ahead:
To ensure a smoother client experience and maintain high-quality standards, I'm implementing the following changes:
Change #1: No More Direct Payment Links
I've decided to remove direct payment links to encourage clients to engage in a 15-minute consultation call before subscribing. This step aims to foster open communication and set realistic expectations from the outset.
Change #2: Mandatory 15-Minute Consultation
All potential clients will now be required to go through a brief consultation call. This will help me understand their needs better, set expectations, and ensure that we're a good fit for each other. This proactive approach will contribute to healthier client relationships.
While I acknowledge that these changes might result in losing a few
potential clients, I believe that prioritizing quality and
establishing clear communication channels will contribute to the
long-term success of Pentaclay.
If you're interested in our work or potentially becoming one of the two new clients we're taking on this month, check out http://pentaclay.com.
🔥 Roast My Landing Page
If people are prone to impulsive behavior, it works both for the plus and minus. In other words, such people as quickly decide to pay, also quickly change their mind and demand a refund.
I first saw this on big B2B deals when I worked in big tech. Now I see the same thing in my project. So your decision is right.
Yes correct, before paying a big chunk, you should have consult with me.
Good reading. I like your point of Quality Over Speed.
Just curious, how many of your customers went through the direct payment without chatting with you? Is this example the only one?
I'm asking this question because I myself usually hestitant to move forward if I don't have the option to get the product/service without talking to someone (likely a salesperson or a broker in many cases)
I launched 3 months ago, and only one of the clients went through direct payment.
If I was building SaaS I wouldn't bother much, but it's service-based and I'm selling high-ticket.
Before pouring a chunk of money into a 15-minute call will be good for both of us.
Makes sense, thank you!
Your efforts to ensure client happiness are evident in the lessons you've learned. I hope you keep growing and succeeding! 👏
Thanks a lot mate.
thank you for sharing! I hope to launch a design service in 2024 and it is nice to read on other's experiences.
Yes, gather experiences and launch.