I messed up 😢. Shall I send an apology email to rectify the mistake?

Question

In the last 48 hours, about 130 people signed up on https://AiVideo.To. But none of them subscribed. 🤕

I wondered why. I thought price was the issue so I doubled the usage quota on all plans and sent a free video gift email to all singups.

Just an hour ago I realized there was a bug that failed the loading of the checkout page after signup 🤬.

This was the reason why none of the 130 signups paid. 🫠

I have fixed the bug now and it's working fine now. But I can't get over the regret of lost opportunity ☹️.

Even if 10% would have converted on the lowest tier, https://aivideo.to would have gained $500 MRR 😱.
The silver lining. 🥹

I now know that through my efforts some traffic is landing on my website. 🫣

My landing page copy is good enough to make them signup. 🤌

Also as per analytics a good amount of users visited the pricing page before signing up which means they checked the price and signed up with the intent to buy. 🔥
👉 So this leads me to my hypothesis.

- My traffic efforts are working for https://aivideo.to
- the copy is converting well
- the pricing makes sense and users find value in it to signup

Now that I have fixed the bug. I'll wait for the next 24 hours and hope that the traffic doesn't stop so I can validate this hypothesis. 🤞

Thank you for listening to me. 🙏

Shall I send an apology email to all signups so far with a discount code?

Marc Köhlbrugge · Accepted Answer

Yes, for sure.

I once messed up in WIP where I send ALL users (including those who hadn't been active for years) an irrelevant email.

I wasn't sure whether to send a second email explaining and apologizing.

But then I realized that while for me it seems like a big fuckup, 1,000's of emails sent, for each individual recipient it was only ONE single irrelevant email. So it wasn't that bad.

I sent everyone a second email, explaining what happened and apologizing for it. To make it personal, I wrote on a piece of paper "I'm sorry!" and took a selfie with me. I included this photo in the apology email.

I got _many_ replies to that second email. All positive. People appreciated the time I took to apologize in a personal way. The unintentional email lead to a bunch of people being reminded about WIP and they became active users again.

Some people even suggested I might have done it all on purpose (I didn't), to re-activate old accounts 😅

Martijn Smit · Answer

Hey @ehthing - I feel like this is a rhetorical question...Of course you should send an email. 🙂

Conversion might be lower than their original intent to purchase, but at least it'll likely be something.

Imran Khan · Answer

Will do!

Imran Khan · Answer

Thanks! A couple of batches have been sent. Soon everyone will be covered.

Cat Stickler · Answer

I'm glad you figured it out! Definitely send the email :)

Hwee-Boon Yar · Answer

Of course you should.

Henry Bui · Answer

Of course you should do that. But if you want more positive feeling, just give them a discount code maybe.

Imran Khan · Answer

Thanks! That's a great story. I'll borrow the idea of sending hand written notes!

Imran Khan · Answer

Thanks! Will send it today evening.

Go to Homepage	`g` `h`
Go to Done Todos	`g` `d`
Go to Questions	`g` `q`
Compose a New Todo	`n`
Go to Search	`/`
Show this dialog	`?`

I messed up 😢. Shall I send an apology email to rectify the mistake?

The silver lining. 🥹

👉 So this leads me to my hypothesis.

Keyboard Shortcuts