I got this question about SaaS Free Trial Extension requests and I thought I’d answer it here, for all to see.
“Lincoln, that was a great guest post by Steli Efti from Close.io on sales mistakes that lead to churn. I was reading Steli’s blog and found a recent post where he says “short trials + liberal extensions” is the way to go. While you haven’t covered this directly (unless I missed it), it struck me as something you’d likely have an opinion on. I’m confused… who’s right?”
I’m right, obviously. [End of Article]
No, actually, I think we’re both right, but my view on this is from a slightly different angle.
I agree that if someone asks for an extension you should probably give it to them.
However, I see the fact that they asked for the extension in the first place as an indicator that there’s a deeper problem, this request is a symptom of that problem, and the request itself as an opportunity to engage and learn what we can do to solve that problem.
Don’t worry; I go into great detail on why I think that, how to treat the symptoms, and how to eliminate the underlying problems.