With risk of looking like a prick to Customer Service workers everywhere, I feel this incident makes a nice follow-up to this morning’s earlier post. I recently signed up for a free trial of Base CRM’s Professional service plan, which is $45/month. Because they have (what has become a business standard) an “Opt-out” free trial, I determined the cancel-by date and marked down the day before on my calendar. It is something I always do (and something everyone should make standard practice) lest I find myself paying again for a year of e-greetings I don’t really want.
Well, my two week came and went and I didn’t really get to use Base CRM as much as I had wanted to. So when I went to cancel my trial the site recommended I downgrade to the $15/month plan for a two-week trial. I figured Why Not? So I cancelled my $45 subscription a day in advance of its automatic billing date and signed up for two weeks of the $15 plan.
The next day I received an email from Base CRM stating they had billed me $45 for my new Professional Plan. Still in the aggravated midst of getting shafted by Synology I immediately replied with the following email:
I had tried to be as pleasant as possible in my angered state… the whole “catch more bees with honey” thing and all. After pressing SEND, I had a moment of worry as I ran through last month’s sign-up process in my head. Like a murderer going over the crime scene, hoping he didn’t make a mistake. I realized I hadn’t taken a screenshot of my registration page (something I also try to do when signing of for Free
Traps Trials). Still, I was ready to go battle. It’s not about the $45. It’s about the principle. I’d do the same for 45¢. I received an email reply from Victor at Base CRM within the day:
I was taken aback, horrified almost. Was I on Hidden Webcam? With slight trepidation I decided to continue my trial. And thank Victor for not going to war.
Victor agreed. It’s not about the $45. He also followed up with a detailed, non-scripted, non-boiler plate reply to explain what had happened.
It is so nice (yet sadly uncommon) to encounter a business nowadays who does not treat their customer like the enemy.
It also helps that Base CRM makes a great product that lives up to its marketing.