We are going to talk about how terrible policies will kill your business.

So this episode was inspired by an experience that I had.

And typically I don't like to name names, but I think it's helpful to give examples here.

So basically, I had signed up for a travel company. Basically like they give you

kind of deals on flights and all that right? So I saw a charge come through like I

paid for the first year I paid $99 or so and I saw another charge that came through for $99. But to be honest I didn't use the product for the year. So I'm like okay if I paid for the first year like that that's on me right but they charged me again and I was like hey guys like I haven't used a product you can you can look at my usage like I haven't used it can you just refund me the money. Let me just ask you Neil. Should I typically get the money back or not?

You should and if they won't then you should do a charge back.

Yep.

Which I mean so this company a dollar flight club so that we go back and forth with them and they're like,

Yeah, you know as a matter of policy we can't do it but

you know we'd like to give you access for you know the next year or whatever I'm like but you just took my money

and they're like no you know it's that's our policy I'm like okay that's cool that's your policy you know what you can keep the

99 dollars right and so I think it's really important at the end of it I'm not saying

the customer is always right but it's important to think about the experience that you're giving to other people like is that something that's going to be conducive to getting more referrals or is that going to be something that somebody God forbid talks about it on their podcast so

Dude and what they're getting wrong is if they keep doing stuff

like this, it's just gonna hurt their brand

and in the long run, it's gonna cause less growth.

So it's just like, do you want to pay, charge someone $99 to have a bad experience

and then bad mouth you to others? Like even if they're wrong and it's not that much money like

when you're small amounts like

nine nine bucks ten bucks fifty bucks whatever it is you should just refund people

even if they ended up using it that's at least my philosophy because those kind of

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