I get so much love from customers when I email them a few days ahead of the renewal and let them know that they're over quota, that I didn't want them to be surprised by the CC bill, and give them an opportunity to pare back down if they want to.
This is one of those areas where "being a good person" is a competitive advantage and drives lots of retention. Plus, after a couple months of this, they'll all upgrade anyway as paring down gets harder and more time-consuming.
I get so much mileage out of the phrase "Don't worry, we aren't the phone company" it is unreal. Sure, we have hard costs associated with providing services, but I'd rather loses a few bucks occasionally on an account than routinely bite the hands that feed me.
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I get so much love from customers when I email them a few days ahead of the renewal and let them know that they're over quota, that I didn't want them to be surprised by the CC bill, and give them an opportunity to pare back down if they want to.
This is one of those areas where "being a good person" is a competitive advantage and drives lots of retention. Plus, after a couple months of this, they'll all upgrade anyway as paring down gets harder and more time-consuming.
"being a good person" is a competitive advantage
I get so much mileage out of the phrase "Don't worry, we aren't the phone company" it is unreal. Sure, we have hard costs associated with providing services, but I'd rather loses a few bucks occasionally on an account than routinely bite the hands that feed me.