As startups, it is pretty obvious that we will make bloopers. It might be because of misjudgements, miscalculations, technology flaws or any unforeseen reasons. In our journey with Vibe, we have also made some (not many, yet). To make it even worse, some of them happened with paying customers. What did we do?
- Prompt Action: Initial days of our monetization, we were testing our payment web-hook and somehow we charged from credit cards of a handful of our customers. When you receive money, you will get the payment gateway email. The first and second email made us happy (Yipeee, we got money), but third, fourth and fifth (we managed to stop it at five) made us realize that this is a ‘blooper’. The first and obvious action to be taken was initiate refund. We did it then and there.
- Prompt Communication: One thing that really works is Prompt Communication . Customers always appreciate team who are responsive. I personally wrote to all the five customers of us apologizing for the error, and informing them about the initiation of refund. I was ready to take some small scale stingers. but surprisingly, I got emails with ‘That’s fine <Smileys>”. All of them still stick with Vibe as our paying customers.
- Way of Apology: Mean it when you apologize. Last week, we had a server issue for a brief time. The App didn’t retrieve information at that time. Couple of our users immediately wrote to us saying, ‘Vibe isn’t working. What happened?’. We responded (remember point 2), rectified our error asap (point 1), and apologized. The apology should have elements of compassion, honesty and frankness. People always appreciate these.
Some quick points. Hope it helps. Happy Vibing!