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The grass is always greener

Peter Messana's headshoot
By Peter Messana - CEO

The grass is always greener.

Or is it? 

I have been both the customer buying a SaaS search tool, and I have sold two different search tools over the last 4 years, and the pattern I see is no different than basic life decisions.

We have customers who leave our platform, or as we call it “churn”. Each time they leave they do so in different manners. Some tell us ahead of time, others wait until they have left. I’ve never quite understood waiting until you have left to notify, it is almost as if they think we will shut them off if found out. What is always most interesting is the reason why they are leaving, some are for price reasons, others for features that we may not yet have.

What is always true is that the grass is never greener on the other side, and much like jobs, there are the good and the bad things. But rest assured, euphoria never exists. The reason I know this is true is because I have personally used multiple different search providers and each has their own issues and positives. But more importantly, I watch customers leave and come back, almost monthly. We call them ‘boomerang’ customers.

The reason they come back is not unique, it is quite simple. Features are cheap, service is difficult. This, coupled with the old adage, “you get what you pay for” is all but true. We are not the cheapest solution, we don’t want to be. We are also not the most expensive. Instead we like to provide the best value to our customers and we know that there are intangible benefits around servicing that are tough to compare on a comparison grid.

What is most interesting is that I can write a guide on how to provide the best possible customer service and give it to a competitor and they will not be able to execute it. Why is that? It is because it takes a bit of faith and a lot of investment and understanding. You can’t just tell someone to provide great service, you have to understand what great service really means. This is where we excel, the entire team understands and buys into providing amazing service. Our mission is to Give Merchandisers Superpowers, which at its core is to do anything/everything possible to help them achieve that goal, which is them wearing capes. This is coupled with one of our six values: Customer First. 

Talk is cheap, but our G2 rating of 4.9 isn’t by accident and is a direct result of the service we provide and the reason why people get lured away only to come back.