Joel talks about what happens if you, gulp, explain to your customers how you can cancel their service in a clear and easy way.
You lose gobs of money, right? Not excatly:
It's like they're all subject to the same bizarre superstition ... if you don't tell people how to cancel, maybe they'll lose interest and keep paying you.
Since we started the company in 2000, the moneyback guarantee has cost us precisely 2% of revenues, which also includes chargebacks, credit card fraud, and people who accidentally ordered twice.
It's a nice reminder that you can't fool your customers, so why bother trying.