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How to lose a client after 3+ years

The Aweber saga continues…

There are a handful of clients that I’ve been working with for more than 3 years. These are some of my best clients: They have the highest lifetime value, I know their brands the best (which means, my emails make them more money), I’ve developed a personal relationship with them — in fact, one referred to me as the son he’s never had, and another invited me to Vegas.

And yet, today, I started looking into different email platforms after being a loyal Aweber subscriber for going on 5 years.

Now, I don’t want to move to another email platform. I’ll have to load up 311 different emails into a new autoresponder. I’ll need to create new forms to join my email list (and replace all the forms on my website with the new ones). Plus, I’ll need to add all the subscribers from Aweber into the new platform, and try, to the best of my ability, to put everyone back where they belong in the autoresponder sequence. Some of you are up to date with me, meaning, you get my new emails as I write them. But most people are trapped somewhere between email #2 and email #300 in my autoresponder sequence.

And yet, despite all the cons of switching email platforms, I’m ready to pull the trigger because Aweber still can’t figure out how to send my mf emails via their autoresponder tool.

A few days ago, I even took an hour from my already busy day to create a new autoresponder, tag everyone who finished my second autoresponder, and still, no emails are sending.

Mayhap this is a little too inside baseball for you, but you deserve the full extent of what it takes to lose a client after 3-5 years. If Aweber doesn’t get their ducks in a row within the next coupla days, I’ll leave. Not only that, but I’d never recommend them to anyone (and I deal with lots of folks asking me which email platform they should use).

Worst part?

I’ve been sitting in customer service purgatory with Aweber for almost a month now because they refuse to figure out why my emails won’t send. Instead of trying to help, they keep repeating that their “devs are looking into it.” Well, maybe you need better mf devs.

Anywho, I needed to rant today. And if you don’t have an email platform yet… I’d advise you to avoid Aweber like the plague.

I’m going to look into BirdSend, a platform Dennis Demori is quick to recommend. If they help me transfer all my assets, I may even make the change as soon as today. I don’t think they’ll offer that (the platform is too inexpensive for their team to waste hours of their life adding all my assets over, and making sure everything runs without a hitch). But I’d probably stick with them until, well, forever?

I’m gonna try complaining to Aweber’s support team too, threatening to cancel if they don’t get my emails to send. We’ll see if that lights a fire under their arse.

Moral of the story?

It’s pretty damn hard to lose a client after 3-5 years. If you find yourself in that position, it’s a-time for some deep reflection.

Thanks for letting me rant — if you ever even see this email, given that I’ve written emails to myself in Google Docs for the past 3 weeks and counting.

And while we’re on the topic:

If you need help boosting your email revenue, book a call. I’ve increased email revenue by an absurd 2,348.44% for one of my clients that I’ve worked with for 3+ years.


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