Liam (name changed) runs an online business where he sells digital goods on a subscription basis. After approaching nearly $1 million in revenue, he experienced a mindshift. The shift was subtle and unconscious; he didn’t realize the harm he caused until later.
On the side, I consult for Liam’s company. For weeks, I tried to convince Liam to test changes on the site that could potentially increase sales to no avail. I couldn’t understand, why didn’t he want to make more money? Or at least try? Wasn’t that why he was paying me?
Exasperated, I exclaimed, “You’re essentially telling customers to cancel during every step of the process!