February 20, 2019
But when change happens, it still takes time to adjust – even when it’s good change. Take, for example, changes that happen in a business. You may need to raise your service rates or the cost of your product. Or, your business may have been acquired by another business. Or, you may be phasing out another product or service. Lately, I came across the following three emails from companies announcing changes. I found issues with the tone of these emails and how I was addressed as a customer. Email #1: On second thought… I use this app for my invoicing and contracts, and it had been acquired by a larger company a while ago. They were very excited about the acquisition because they touted this app to be “free forever” because of the merger. OK, cool. Strange, but cool. Fast forward to about a month ago, I get this email. It is so cheery sounding and self-congratulatory. I’m grateful for all the enhancements and upgrades, but apparently, that’s the motivation or reasoning for the change: This app is no longer free. And if you look at the thread of comments under there, you’ll see how people feel about this change – not very happy! To go from “free forever” to $18/month is not the kind of change that people will handle well – especially as freelancers. It’s a big jump in pricing! In retrospect, I would say that a merger making things “free forever” is highly suspect. But either way, […]