Home > Features > Goodwill During Bad Times • Bookmark   • Newsletters   • Register Search Options


Goodwill During Bad Times

Goodwill During Bad Times

October 18, 2004
Text size: 
Get XBIZ News
XBIZ Research
Will virtual reality boost the paysite market?
Yes, it will soon
Yes, but in a few years
Out of 179 votes. Results based on votes submitted by members of XBIZ.net social network.

" Your image to your customer is everything. "

I've read a lot about the iBill problem and how to resolve it. Most want to hurt iBill by manually charging back for unpaid charges. I'm partial to baseball bats, but neither will get you any goodwill from your customers, and will only make you feel good for a short period of time.

No matter how much it hurts I suggest that you look to the future and let the memberships expire normally, paid or not by iBill. Believe it or not, users may not want to fill out that join form again, and may even be pissed at you for making them do it. Sending them a note that you will honor their membership including recurring even if iBill does not end up paying will do a lot, and shows the user you value them and their time. You will earn big points for not dragging them into a situation that is basically Webmaster vs. iBill.

Since I have already been through this four times, I can tell you what will happen if you drop your members a note and explain why they don't have to worry about their account. First you have just made their day; they never thought you cared about them past their membership fee. You will burn up the water cooler with talk of this company that did the right thing in the face of being done very wrong. Many, all on their own, will cancel their recurring and convert to a longer based membership or a higher priced membership. You will get notes when they do, saying things like "I hope this helps out". Since our site Chatropolis.com is a community site, we get offers from our users for all sorts of help. I even got radio time in South Africa from a user who is a DJ there.

Nobody likes getting screwed, and the money you will probably loose is very real. You pretty much know how much you will loose by just letting it happen, and doing everything you can to switch providers, etc. But by keeping the user out of it, you just made a friend for life. If there was such a thing as a "Goodwill Calculator" The choice would be clear. But there isn't and this is one of those tough decisions you have to make from the gut. For us at Chatropolis, the choice is clear: bite the pillow and watch a slow steady growth spurt that will last a year or so...

Your image to your customer is everything. If it's that of a money hungry scumbag, and you're happy with that, then this article will make nice scrap paper if printed. But if you want to set yourself apart, and let your members know you care about all unconvinced to them, they will reward you with all sorts of things. Including growth, cash, radio time – and even the occasional Springbok skin.

At Interfun we have several sites that are affected by the iBill problem. We are lighting candles and praying we get paid. I sincerely hope we all make it out with just a few scratches. But if not, it won't be that bad.

Michael Ludwick has owned and operated Chatropolis.com for over ten years. Chatropolis is rated the number one community site for adults by sites like rank.com and Alexa.


Evil Angel Chief Adam Grayson Champions Brand Evolution

Evil Angel is hardcore. More than a quarter-century after John Stagliano revolutionized adult filmmaking with his unique brand of gonzo titles and a lucrative director-as-producer business model, CFO Adam... More »

WIA Profile: Lupe Martinez

Each month, industry news media organization XBIZ spotlights the career accomplishments and outstanding contributions of Women in Adult. WIA profiles offer an intimate look at the professional lives of... More »

Jose Sanz Weaves a Profitable Tapestry at FreeWebCams

Navigating the complexities of customer service in the camming industry is a varied and oftentimes chaotic task, pulling even the most seasoned professionals in a multitude of directions. Fortunately for... More »
Stay informed of the latest industry developments. Get XBIZ newsletters delivered to your inbox. Subscribe today!
Enter email address:

* To manage existing subscriptions click here.

Submit your press release to
multiple news outlets with 1 click.
Subscribe to RSS news feeds or
add free content to your website.
Access XBIZ news and articles
with your mobile device.
Access the latest issues of the industry's leading trade publications in digital form. View online or download for offline viewing.


Latin America Adult Business Expo

Jul 10 - Jul 12
Cartagena, Colombia

ANME Founders Show

Jul 16 - Jul 18
Los Angeles Marriott Burbank Airport


Aug 03 - Aug 06
Montreal, Quebec

XBIZ Berlin 2017

Sep 11 - Sep 14
Berlin, Germany
Everyday thousands of business professionals browse XBIZ's industry directory for quality products and services. Not listed yet? Your company could be losing potential new business. Submit your company today!
Use XBIZ RSS feeds to stay informed of the latest industry developments or as a content syndication tool for your website!