I want to provide some insight into why we’ve made these changes – for the better.

For the past few years, our team has collectively worked on making our software easier to use. To be frank, our software wasn’t easy enough…  until recently. It was in our customers’ best interest to be guided through implementation process. We did this at an expense of taking on new entrepreneurs, because our required setup packages were an obstacle.  We talked with a ton of entrepreneurs out there who were fighting the good fight and simply couldn’t afford our solution.

Not too long ago, we broke the one-size-fits-all mentality and offered a variety of editions of our software which meet the needs of small businesses: Basic, Deluxe and Professional. Those included an array of unique features, capacities and limits for different prices. In light of this (risky) move, we were met with great success as plenty of new users chose us to grow their business.

Okay, so I think you get the idea – we’re out to revolutionize the world of small business with our software. The initial setup cost was prohibitive to accomplishing our mission and we’ve listened to what our customers have said as well. I’m very excited about these changes and this marks an important day for our company.

We’ve also wanted to put our money where our mouth is with the launch of the Double Your Sales Club program earlier this year. It’s been a hit and many entrepreneurs have affirmed our promise that we have doubled their sales with our software. Along with that came our Double Your Sales Guarantee – which is a bona-fide way of promising our software would work. We’ve also updated that in light of our new service offering. Vice president of Marketing, Dave Lee, posted an update as to the Double Your Sales Guarantee that we offer in addition to a host of new feedback.

I’m sure you have many questions for me as well as others here at the company. I’ll see if I can address a few of them for you today:

Q: What changed?
A: We no longer require our customers to purchase a setup package, eliminating the upfront financial hurdle.  We also offer a free trial to new customers.

Q: Why?
A: Our customers told us to. And it was the right time.  Our software has reached the point where people can set themselves up without requiring hands-on training. (We’re also adding a ton of new features to make it even cooler, so stay tuned).

Q: I’m a customer, how am I affected?
A: As a loyal Infusionsoft customer, you are ‘grandfathered’ in at your current price with the same benefits, service, and features you’ve been using. You don’t have to do anything. We got you covered. If you have more specific questions about your account, contact us.

Q: I’ve been interested in Infusionsoft for a while, how can I take the red pill?
A: To try Infusionsoft out, simply visit http://www.infusionsoft.com/ to get started. That will get you going on our Basic edition and you can upgrade anytime.

Q: If I need help to migrate my business into Infusionsoft, can I get it?
A: In addition to our amazing support team, customers can also optionally purchase various consulting services to help them get up and running fast. To see more, visit the website for details.

Q: Do you still offer the Double Your Sales Guarantee?
A: Yes, we put our money where our mouth is: When you use Infusionsoft to fix your follow-up, you will double your sales. If after a year, you haven’t doubled your sales and you’re not satisfied with the progress you’re making,  you can cancel and we’ll refund you half of your first year’s subscription. If you’re already a customer with a Double Your Sales Guarantee, your terms are still active. Dave Lee will provide an update this week with plenty of details about it.

As you can tell, we’re all very excited to help entrepreneurs nationwide take advantage of our software. If you considered using us before, but haven’t made the jump due to the price, now may be the time to reconsider. I’m sure that after trying our software free, you’ll get a better idea of what we have going on. Who knows, it might even be a perfect match for your business.

If you have questions or comments, go ahead and let me know below. I appreciate your feedback in advance and will keep you privy of any updates here on the blog.

UPDATE: The press release about these changes is available on our site, Infusionsoft Unveils New Business Model After Record Growth to Bring Award-Winning Marketing and Sales Software to Mass Market.

–Scott

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But every December, I thoroughly enjoy participating in Infusion’s “Beard-Off” competition. Though poorly named, this annual tradition is all about who can put on the most facial hair–and then craft it into a work of art. Several prizes are awarded:

• Narc (Best Mustache)
• Norris (Best Overall Beard)
• Ozark Hobo (Scariest)
• Van Casso (Most Creative)
• Patch Adams (Patchiest Beard)

My message today is to those who raise their noses at this youthful venture… I can hear you now… “What child’s play! Unprofessional!”

You know what I say to that: “Bah Humbhug!”

If you’re tempted to become a beard-booer… ask yourself this: Why did you get into a small business in the first place? So you could be controlled by a bunch of boring people and irrelevent opinions? If you want to do that, I can point you toward a bunch of big, boring companies who’d be happy to stamp out all of the fun and excitement in your life.

So maybe a clever mustache competition isn’t going to dramatically affect our bottom line this year. But if you ask me, the same culture of “fun” that inspires this tradition is what fuels the creativity, innovation, and passion in our business.

The point is, let’s lighten up and enjoy life in small business!

P.S. I must admit… I did find it slightly embarrassing escorting my grandmother to our monthly lunch with my handlebar stache. And yes, I do find the thing very itchy.

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The second they walk through the Infusion doors, they get hit with one of two things. If they somehow avoid being pelted by one of the many Nerf basketballs or darts that seem to always be in flight, then they will likely be “hit” with a feeling of energy and excitement and passion that permeates the entire atmosphere.

We call this the process of “getting infused”. In fact, this process of “getting infused” (coming to Infusion and catching on fire) is now a regular part of Infusion vocabulary. We jump at every opportunity we get to invite customers, prospects and vendors to come to Infusion.

I have heard so many prospects, customers and employees comment about this energy and passion, that for a period of time I almost became desensitized to it. One day, Clate had to make a visit to some kind of government office for some reason. When he came back, he had this half-depressed, half-excited look on his face.

He told me that he walked into this government office and immediately had the life sucked out of him because of the draining, dry, void-of-life, innovation-free environment. He came back more excited and thankful than ever, realizing that what we’ve been able to create here is remarkably different than most places.

I’ve thought a lot about how the Infusion culture has developed and progressed over time. We have always prided ourselves in having passion and enthusiasm for solving small business problems… but where does it all come from? Why have we been able to take “normal” people (without MBAs or extensive training) and turn them into effective small business problem solvers (i.e. consultants) that have an unusual passion and excitement that spills over like a contagious airborne disease?

The complete analysis deserves much more treatment than a single blog entry, so I plan to give my analysis in chunks. For now, the question in our minds should be: how can we each create a culture where innovation, creativity and passion fill the air to the point that no employee, vendor, or customer can escape without filling their lungs with a couple good whiffs of “the good stuff”.

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For many of our customers, catching a glimpse of the Infusion team let’s them put a “real face” on Infusion. Otherwise, the only thing they think about is the “interface” that they see when they log in to the software every day.

What do your customers think about when they think of your company? Do they see a “real face” or do they see a box, or a website, or a product? In my experience, one of the most effective tools in keeping a customer loyal is a personal relationship. I have seen countless of examples, in many different businesses, of customers being willing to forgive quickly or ignore all together–because of a personal relationship.

So back to the field trip…

Logistically it was going to be a nightmare, so we took a risk and decided to have a video created with the specific purpose of replicating what people feel when they come to the Infusion office. If having your customers come to be with you physically is not an option, perhaps a well-made video will do the trick.

We were thrilled with the results, and I think our customers appreciated avoiding the 1-hour bus ride on a warm May afternoon! Check it out here:

http://www.infusionsoft.com/company/general/overview.html

Scott

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