๐ช๐ต๐ฎ๐ ๐๐ฎ๐ฝ๐ฝ๐ฒ๐ป๐ ๐ช๐ต๐ฒ๐ป ๐ฌ๐ผ๐ ๐๐ผ๐ป'๐ ๐๐ถ๐ ๐ง๐ต๐ฒ ๐๐ถ๐ฟ๐๐ ๐ฐ๐ด ๐๐ผ๐๐ฟ๐
- Mike Spina
- Nov 19
- 1 min read
Last week I talked about how critical the first 48 hours are after a customer buys.
This week, what happens when you get it wrong.
A client got every entrepreneur's dream: an internet influencer shouted out their service.
Orders flooded in.
Revenue spiked.
They were living a ๐จ๐๐ข๐-๐๐๐๐ง๐ข๐๐ ๐ ๐๐ฃ๐ ๐ค๐ ๐ก๐๐๐.
Then the refund requests started rolling in.
Now they're ๐จ๐ฉ๐ง๐ช๐๐๐ก๐๐ฃ๐ ๐ฉ๐ค ๐จ๐ช๐ง๐ซ๐๐ซ๐.
Not because the product was bad.
Because nobody knew what happened after they hit "buy."
Customers couldn't find confirmations or know when service would start. Support tickets scattered across email, forms, direct messages and forums.
The team worked hard. But the experience was chaos. ๐ตโ๐ซ
The lesson?
โ Multiple channels without a system creates chaos
โ Fast growth without readiness destroys trust
โ Every 'fire drill' customer experience costs you in refunds, and again in reputation.
๐ง๐ต๐ฒ ๐ด๐ผ๐ผ๐ฑ ๐ป๐ฒ๐๐?
Those refunds were expensive lessons. Now they're building the onboarding system they should have had from day one.
Fix your first 48 hours before opportunity knocks.
Comments