Never stop listening — a price readjustment

When companies stop listening to customers, I mean truly listening, it’s usually the first signs of demise. When we announced new pricing a few weeks ago, we got a huge amount ...

When companies stop listening to customers, I mean truly listening, it’s usually the first signs of demise. When we announced new pricing a few weeks ago, we got a huge amount of feedback. We received phone calls, SMS messages, Facebook messages, Intercom messages, emails, comments on the blog, stopped in the street and more!

We invested in this change. We spent the better part of 2017 thinking about and reviewing pricing, and we knew that anytime a product goes from effectively free to something with a dollar value, it’s going to rock the boat. We were expecting feedback on these changes, but the volume and more importantly, the quality of the feedback was unexpected. With all this feedback, we had two options.

  1. Stick to our guns — these numbers scaled best for us, for our bottom line;

        2. Or listen to our customers; investigate the why behind their pleas and reconsider the calculations and how the plans were scaling — and come back   .             with a better option that worked for both of us.

We chose number 2, how could we not?

To all, that got a message to us one way or another, we thank you. Describing how much love you have for TidyHQ which we also put so much time and love in to was overwhelming, in a very good way. It was so wonderful to get this much affection, and certainly reminded us to pay attention. Thank you.

Having previously worked for companies that ignore genuine customer engagement, it was always our priority to reflect fairly on these changes. In my experience ignorance of feedback never lasts — the market always wins. The market will open doors for someone else who is listening better and acting closer to those conversations.

While our price points have not changed, we now have unlimited Contacts and Administrators at all levels. We still start at $39AUD per month when billed annually — $468AUD annually. We find this is a fair and reasonable price, especially with new features, enhancements, and the value the system is already providing customers. We need to support the on-going research and development of the platform. For a large amount of customers that have welcomed this change, we thank you.

We acknowledge that we’re creating a vacuum under the $39 price point. While we did try and get a smaller price point in place, the maths simply did not make sense. Our dedication to enhance features, provide greater benefits to administrators and to give the absolute best experience for members and supporters cannot provided for less than that.

For the customers who have welcomed the change, we thank you and look forward to helping you save more of your valuable time. In our research we have found that while some organisations genuinely don’t have budget for these things. Many more just don’t value volunteer time, or supporter and member user experiences. We want this conversation to change and we’ll continue working to show the value of TidyHQ.

Thanks again for all of your feedback and we hope this reflection and adjustment to the way plans are calculated will fit your team.

Isaak Dury
Oct 11, 2017- 3 min read
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