Impressive

An apology can be difficult.  Admitting your wrong can be even more difficult.  And finding a business that will do both is not as common as you would hope.

I came across an article about Chargify Subscription Billing and was impressed.  The title was included the words "How I Infuriated Customers".  Talk about owning up.

Apparently, when Chargify was starting up, they decided to offer a free plan.  It was a generous thought... providing free service to allow businesses to grow and then upgrade to a paying plan.  The problem was that most of the businesses taking advantage of the free option were not businesses were going to become paying customers.  It also turned out that these free customers were requiring the most support.

Long story short...Chargify sent an email saying that free was no longer available and they had actually increased pricing on some of their plans.  You can imagine, they received quite a bit of negative feedback.  But this is where they stood out.  They came back and fully admitted that they should have communicated more to their customers so they would be aware of the coming changes.  They admitted that they should have given a discount to those customers who had supported Chargify from the beginning.

In the end, Chargify owned up to all of it.  They went back and did give better pricing.  They communicate frequently with their customers and most important... they listen to the feedback.

A company that admits when their wrong.  Impressive.

This is a sponsored post for Chargify, however, all the points and  views are my own.