A (9:19)
So generally speaking, we don't recommend dropping prices, though you can, so you can. We don't rec. None of our offers drop prices. If you can't pay, you're not a Hell yes if you're not a hell yes, you're a hell no, get out. That's how we do things. But there are people who are in the supplement space that they get the product and now you're out the money if you take it back. So you may as well drop the price to cover your cost. So there are times where that makes sense, there are times that they don't. When you're dealing with masterminds, clubs, SaaS, anything like that, you don't want to reduce your pricing because you'll reduce your room in your community. And I say SaaS, SaaS really depends if you've got like community boards and stuff like that, you, you don't want to do that. But if you're selling supplements, physical goods, info products that are one offs, it's really easy for me to say, hey Tiago, I understand that you didn't realize, first of all, the number one thing is don't argue with them. They knew or that they should have known or that they're stupid for not knowing or it's in clear print. I see this all the time. We go into evaluate customer service, we evaluate the entire business, but we get into customer service. We've got customer service managers taking screenshots of the checkout pages that the person saw three months ago and sending it to them. Like you should have read. I met you because you worked for a company that used to call their people twats for asking for a refund. No kidding. So first and foremost, I am so sorry that was your experience. That is not how we meant it. I will make sure the marketing team understands that our customer, you, Tiago, didn't see that. So perhaps we need to look at how we're marketing. That. That aside, I'm really sorry for your experience, but that aside, I really want to make your experience a good one. So if it's an info product, I'll generally take, I don't give a Fuck. If it's $5,000 in info products and you bought 100 doll, I would love to unlock 1, 2, 3, 4, 5, 6, 7 at $997 value for your $97, you'll pay nothing more. I like to give that to you in lieu of a refund so that you can walk away with a smile on your face. Because I really believe that this program is great for you. Cost me nothing to give them. Nothing. If it's a supplement, I want my money back. If I'm not going to be able to, you know, turn that around, I generally We've written ebooks and we've written content to say, hey, in lieu of a refund, we' you to keep the bottle. And we'd love to give you this free recipe book to go with your weight loss supplement to, you know, accelerate your weight loss. And if it, if it doesn't work out for you in like 45 days, you can call us back and we'll refund you anyway, they'll forget about it. That generally works. But if they're like, no, no, no, no, no, I'm adamant, I want my money back. If the bottle cost me eight bucks and it cost me nine bucks to send it to them, how about in lieu of a full refund, you keep the bottle? Because I do believe that you'll really like the results that you get. Not, I guarantee it's going to work for you. See the difference? I do believe you're going to like or enjoy the results you get. I'd love to go ahead and give you a partial refund and you just cover our costs. And so I can offer you X amount today. So we like to do that as well, just so we cover our hard costs. But particularly on physical goods and products, you kind of get the idea of what we're talking about. If you have a monthly subscription, I want to quickly dive into annual because annual is very different. When you give someone money for the year, a lot of times what happens is they forget they gave you the money and they're not participating. And here comes visionary entrepreneur. Well, I don't have to deliver the event, I don't have to deliver the content. They're not showing up for the calls. I don't have to worry about, you know, all these elements that I need to give them because they're not using it free money. And then at the end of the year they're like, oh, wait, why didn't they renew? And something I love about Ignite when we work with Ignite, because if you're not showing up for calls, which there's tons of calls, somebody's reaching out to you. We've got Hannah that calls people, we've got Angie that'll message and call people. Tricia will message you on Facebook like, hey, what's going on? What's happening? I noticed you haven't been on calls recently. And even though it's a thousand person community, we have six or seven people that are constantly watching. So if we see a whole group of people aren't using the software tools that come with the mastermind. Hey, Tiago, I Noticed you haven't been using Springboard. What's going on? What are you using instead? Oh, okay. Well, did you know that we had. So we're trying to push them into participation. The other thing. And I'll just go back to monthly for a minute. If you've got somebody using something monthly, like a supplement or something, they're supposed to a run app. We work with AI Bill Chris Luck has a phenomenal AI platform. Saves people tons of money in AI tools, and he teaches them how to use a great platform. If they're not using it, it's not going to do them any good. So if you have touch points. So let's say it's a supplement. Ringless voicemail. Hey, Tiago, I hope everything is going absolutely wonderful. I noticed that you bought insert product name here to help with support here. I wanted to give you my top three recommendations. And so if it's a supplement, we do things like, hey, just remember, take your supplement every time at the same time. Like when you brush your teeth so that you don't forget or set an alarm or little reminders throughout that really help with AI though. We do like these emails for 21 days that gets them to do something for 21 days so that they get into the habit of using it. Because I'm a firm believer if they use it for 21 days straight, they ain't gonna use nothing else. And it'll just become like, oh, okay, this makes so much sense. Save so much money. Last words on retention.
