November 13, 2008
Beware the trial offers…
OK, so I understand the point of offering your visitors a trial - you make them an offer to your membership site at a discounted rate. Maybe they try you out when they would not have. You get them to try your service, load them with value in hopes of keeping them on at the full rate afterwards.
BUT, be carefull in how you run your show…
A couple of months ago, I got an offer from Derek Gehl at The Internet Marketing Center. The offer was for a $2.95, 21 day trial to his new Search Marketing Lab. OK, let's try it out. So I sign up. It was new, I check it out, didn't feel there was much value. I forget about it. Now, i just realized that my credit card has been billed $27 for a monthly subscription. I contact them to get it figured out (I never logged in again). In the meantime, since that first charge, there has already been another. I ask for a refund.
Well, they were fine to cancel my subscription and so on but when it came to the refund, here is what they wrote:
Jonathan,
You were charged for 2 months – and no there were no refunds as you were outside the refund guarantee.
Thank you and have a great day.
That's it, sorry, too bad, see you later.
Now, it would have been nice to get a note from them at the end of my trial to let me know my card was to be charged (but, no). They should have sent me a receipt for payments made (but nothing). At the very least, they could have forwarded me my login details and offered to refund me the last payment. But a little note saying, "sorry, it sucks to be you" is no way to run a business.
I actually was going to join a more expensive program of theirs but have lost all respect for the way they run their operation and am no longer considering doing anything with them.
Remember that even though you are online, it doesn't mean you have to be more impersonal. Your clients are still people and should be treated as such. Run your business with dignity and respect, build relationships that are real - not just you emailing out to your list. It is worth it.


