I just got an email from a potential customer. He was not very happy, but instead of just leaving took the time to write down what had made him unhappy. I’m very grateful for that.
What happened? His free trial was just over and so he was presented with our usual signup screen:
So, what’s wrong with this?
I’ll tell you: his space has less than 15 members, but we preselect the Floor plan for up to 80 members for him. He can still select the cheaper Room plan of course, so you might say it’s not a big deal, but I think it is.
We adopted this “practice” from other SaaS sites we had seen, but never put too much thought into it. The problem is that we are quite obviously trying to trick people into buying a larger plan than they really need. What the hell? We’re trying to trick our own customers? That’s not what they signed up for.
So, without further ado: we’ve changed the page immediately. From now on it will automatically select the cheapest plan available for your space. I’m sorry we did this. We’ll be better.
Alex
