On the flip side, we also had to give our first refund for a customer that had purchased the lifetime plan. Originally when this customer signed up, they had a feature request, which we were happy to build, since it made sense for the plugin (see the full story in a previous issue). However, after this feature was shipped, they continued to have more feature requests and quirks in their particular setup that we couldn’t reproduce on any of our testing servers. After a few weeks of back and forth, they cited their disappointment in the level of support they were receiving and asked for a refund.
While I tried not to take this personally, I know that in some cases we definitely need to be more on top of support. I think this is one of the things that it’s easy for an acquirer to underestimate. Even if a seller says they only spend an hour or two on the application per week doing support, that’s oftentimes because they know where different edge cases and things are in the codebase. Even with the most thorough training possible, I don’t think that you should expect to come in and be that efficient from Day 1.
This makes it even more important that you’re constantly watching the support inbox and starting to triage requests as soon as they come in. I’ll be working this month to get the support mailbox down to Inbox Zero and then keep it much closer to that so that we’re getting more of the positive reviews and having to do less refunding because customers aren’t happy with the level of support they’re receiving.