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If folks want to leave your site, make it easy - don't be like this

by barbling
7 replies
Customers are great, refunds are not....

But sometimes it's best for you to refund and let them go.

What should you do in that case?

NOT make it difficult for the process to happen!

The Long Goodbye: 7 Sites That Make It Hard to Unsubscribe

has some examples of where "difficulity" is raised to a fine art....

(like "...Now it gets real. There's a red x next to the specific feature that we'll lose if we downgrade. The specificity triggers loss aversion. And it's not just the feature, I'm going to lose points!

To proceed, we have to really commit and click "Remove Everything" which sounds like a more extreme action that I'd intended....")

I'd recommend NOT doing such things.

What do you think?
#easy #folks #leave #make #site
  • Profile picture of the author helenl
    Keeping the good-will of the customer in the long term is the most important thing for me, so I make sure getting a refund is straightforward. If they are happy with my customer service they are much more likely to buy another product from me in future and even recommend me to friends.
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  • Profile picture of the author Mark Singletary
    I've always questioned how Brendon Burchard words his unsubscribe message even though I like some of the stuff he puts out.

    Please don't go! My systems are tied to your email, so if you unsub I can't deliver your training anymore, even those you paid for. Please stay. I love sending you great training and good energy every week. How often do you hear from expert sources? And, honestly, I'd be lost and lonely without you!
    The part that gets me is that he can't or won't deliver even paid products or training if you unsubscribe to the rest of it - the announcements, news, recommendations, etc. It seems there would be a way around this - not sure how his systems are set up though.

    I also hate "are you sure you want to leave this page" messages and some have multiple boxes pop up before you can leave the site. Not exactly like some of the examples given but the same principle - if people want to leave then let them leave.

    Mark
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    • Profile picture of the author discrat
      Originally Posted by Mark Singletary View Post

      I've always questioned how Brendon Burchard words his unsubscribe message even though I like some of the stuff he puts out.



      The part that gets me is that he can't or won't deliver even paid products or training if you unsubscribe to the rest of it - the announcements, news, recommendations, etc. It seems there would be a way around this - not sure how his systems are set up though.

      I also hate "are you sure you want to leave this page" messages and some have multiple boxes pop up before you can leave the site. Not exactly like some of the examples given but the same principle - if people want to leave then let them leave.

      Mark
      Just a huge turnoff getting a message from a Marketer ( Mark's example) when you try to Unsubscribe. I have run into another one similar to that. I think in the long run it really hurts the Marketer more than it helps
      ( retaining a sub). Especially their reputation

      - Robert Andrew
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  • Profile picture of the author Natalie25
    "Sure you want to leave this page?" notices are very irritating. If I wasn't sure, I wouldn't go to the X button, would I? And of course this continuous subscription request. I understand that some products will not defend themselves easily (mostly because of low quality) but tiring users when they're about to leave will not help either.
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  • Profile picture of the author Randall Magwood
    Originally Posted by barbling View Post

    What do you think?
    If they make it so incredibly difficult to unsubscribe from their mailing list... they just get instantly blocked and deleted by a filter that i would create within my email host.
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  • Profile picture of the author trevord92
    Not a fan of services that make me go through hoops to unsubscribe - including the ones that know my email address but can't be bothered to encode it in the unsubscribe link so I'm supposed to type it in again. Those usually get flagged as spam in Gmail and I let them handle things after that.

    The service where you have to get all the unnecessary stuff to get things you paid for sounds unprofessional as well - near enough any autoresponder lets you run various lists so it's probably either a dire warning or he's being ultra-lazy.

    If someone wants to leave, fine.

    Oh and don't send a "you've unsubscribed" message as well
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  • Profile picture of the author nicolasmd2112
    It's in the best interest of the website to leave a good impressions on the unsubscriber. Minimize the damage, because if they are unsubbing there has been some done. Who know's maybe they might change their mind can come back later? It's potential that shouldn't be thrown out.


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