You should add the ability to give ‘Credits’ to your customers, in the backend/admin of your app. Let me explain …
Here is a screenshot of the backend to Think Vitamin Membership. It shows that I’ve just given a credit of $25 to a customer with the note “Couldn’t access account for one day because of a bug, so gave him next month free.”
Credits generate good will
When something goes wrong with your app, your customers are going to get upset. They’ll email you asking you to fix it, but they almost never ask for a refund or a credit towards a future invoice, so this is your chance to really impress them and make them happy.
Here’s what I recommend:
- Apologize without excuse
- Say you’ll fix the problem right away
- Tell them that you know it was a pain in the ass, and that you’d like to give them a credit of $xx towards their next invoice. We usually give them enough to cover their next invoice.
The reason we do this is because we know it’s genuinely frustrating to our customers when they can’t use the service because of a bug or problem. They paid us for 100% access and if they couldn’t use the service, we owe them.
Here’s what that invoice and credit looks like to customers …
The sad thing is that customers almost never expect to be treated this well. We’ve been humbled and amazed by the outpouring of Twitter-love and emails we get from support cases. Here are a couple examples that made me smile …
So that’s it. Add credits and it will add a huge amount of happiness and satisfaction for your customers.