We want to help people progress, but as we charge a small fee, that is enough for most people to ask a question. Can I trust Katie & Emil?
Our business is a hobby (yes, I'm a BI geek!) and we play fair and our answer is YES, but our words mean nothing, as at first point of contact we are complete strangers to our visitors.
If it was for free, no one would really ask this question, why would they, you either use it or go away? There are no risks, so when it is paid the main reason for asking the question is the financial risk, and my approach is that if anyone is dissatisfied I would ALWAYS give all money back as I don't deserve them, but who would believe me, a total stranger (at least at first visit)?
We could provide member reviews, that is a good idea to increase trust, but people don't fully trust them, if we do it ourselves.
We asked ourselves, What is the best way to get reviews, that people can trust? and we found the answer which is TrustPilot.
TrustPilot shows ALL reviews and our only options are:
- Reply to an existng review.
- Ask for proof of purchase, if we believe it was a review without using our service.
This make reviews to be completely outside of our control, so what if we get bad reviews?
Is it not going to hurt our business? It may, but wait it's a hobby not business, and if it is a bad review that means, we have either done something wrong or we can improve it, which means, only a company which is not proud of their product or service (even if it's imperfect) would not use a similar service.
The main risk is that visitors (non members) may post bad reviews as "revenge" for asking money to learn with us, as after switching from free (ads support) to paid we are now "the bad guys" for many people :) therefore our TrustPilot will required OrderID from Fastspring payment receipt email.
Our final decision is.....we are going to use TrustPilot and give our members, a way to compliment us or complain and that should give our visitors more information to decide, if they can trust us and if they can trust in what we offer (value for money).
We hope this change will be a positive one.
I'm now going to send an email to ALL members with TrustPilot link, fingers crossed.... I must admit I'm very anxious about the reviews we may get (if any).