Over the weekend I saw a few refunds for my product. I do not worry i know that everyone who sells stuff online is going to get refunds from time to time. I just accept that as part of my business.
I have several big niche lists, and everytime I release a product lots of people buy, but this was for my new membership site I created.
Anyway to cut a long story short i emailed this guy, and asked why he hoped out the program. I told him I just emailed him because I love my prospects and just want to make things better, i was merely asking for advice.
You should of seen what happened!
Not only was he flabbergasted that I emailed him. He wrote a large email saying he was not getting fortnightly messages. When I check he had a funny gmail address and it was not picked up by my autoresponder.
When I found that out, I instantly sent him a personal message and apologized. He was flabbergasted again. But then I uped the anti. I said that would put him back in the membership program for 3 months for free, for the stuff up, if he used another email. He agreed.
Then I forgot that at the end of 3 months, I added a personal message for him. To join my membership for 12 months without paying the monthly recurring income. (as I remember him saying he didnt like getting billed monthly) so he agreed. He paid the $197 and by doing so, he actually saved a few dollars by paying upfront for the year, instead of being billed monthly.
So he went from a pissed off camper, to a free VIP member to a 12 month subscriber. Now if I didnt send that one curtious email, none of this would have happend.
It is incredible how well email still works and what a bit of communication with your prospects / refunders will do for you. You never know what problems exist and how easy they are to fix.
You might get a few ideas from this. So I hope I have helped someway.