Upfront or underhanded?

Given the fact that the world moves so quickly, it’s not a surprise that a software company would have the need to change its product offerings from time to time.

However, it is a surprise that the organization wouldn’t see the need to inform their customers of the product changes and, more importantly, the change in cost to their memberships. A customer recently had an unanticipated charge on his credit card statement from one such company.

If you want to lose the trust of your customers quickly, try charging a higher than expected amount on their credit card. 

Customers generally handle changes with product offerings well, even if they don’t see the same need for “improvement” that your organization does. But they will not appreciate having their credit cards charged for an amount that they did not authorize and did not know was increasing. 

Communicate with your customers, let them know of upcoming changes, and inform them of upcoming price increases. People don’t appreciate being taken advantage of. If your organization is honest and transparent about such things, the customer may not mind paying a higher fee. If a customer is suddenly charged an unexpected amount, they will have a perception of your organization that won’t necessarily be helpful to your bottom line. 

When it comes to pricing, don’t be shady. Be honest. Be upfront.