Blog

Learning From the Cancellations

Hello and welcome back from hiatus! No, not you, you didn’t go anywhere. Just talking to ourselves about our blogging habits. We’re back with a BTS look of the ups and downs of running a subscription business, with some included bonus features on what we’ve learned since we last saw you. 

Elise: Dear thee who will (hopefully) never abandon me,

I was doing my daily scan of our subscriptions and saw that two customers had cancelled. My breath caught, my heart sunk, my brain screamed, “why?????”

I know that running a subscription business is about seeing cancellations. In fact, we budgeted for a cancellation rate of 35% or lower, which we are still safely maintaining. However, this logical awareness doesn’t take the personal out of Chica, and I still have a to calm a creeping feeling of personal rejection and failure.

After my internal moaning subsided, I clicked on the specific subscriptions that were canceled. When a Chica cancels, they’re asked to provide feedback. Each person who has canceled so far has taken a moment to submit a comment, and reading their feedback today made me feel relaxed and reasonable. I learned something from each comment and I’m excited that we can use their experience to create a better Chica. I don’t judge any person for cancelling, they all have extremely valid and understandable reasons. Here are some things I’ve learned:

  • Canceled because of moving stress and is planning on restarting the subscription when settled in at a new address. This shows that we need to show our Chicas that subscriptions can be paused, rather than canceled. We also need to stay on top of our email newsletter so that these maybe-renewing cancellations don’t forget about Chica.
  • Unsure whether or not to renew and cancelled before next payment. This shows that we need to include more education on holistic medicine and “feeling” Chica, so that Chicas are more convinced on why they renew and continue to eat Chica for their menstrual health. This decision may also be from our old model, which charged $75/every 3 months. We’ve learned that this is to big of a financial contemplation for many, so we’ve switched to $25/month even though it is a greater financial risk for us.
  • Chica canceled because she did not feel a difference in the specific physical symptom that she wanted to go away.  This is also shows that we need to include more education on the expected timeline of the differences felt from Chica, so that a customer can see the difference of eating Chica for six months, versus three months. Chica is holistic medicine, which means more changes can be gained over time – our customers can’t see the future, so we need to show that.
  • Chicas cancel due to financial reasons. There is no easy fix for the finances of our customers since we have to run a business and cannot continue to lower the price of Chica. However, this does show that it may be easier for our customers now that we charge in smaller monthly payments, instead of surprising with a larger payment every few months.

I still never want to see another cancellation ever again, but I’m excited to keep learning and growing Chica into something better.

How do you feel about seeing Chicas cancel? Do you see any other learning experiences for us?

Love,

Elise

Cassidy: Dear I’m not going anywhere,

I felt those cancellations in the same place I used to feel menstrual cramps. Like a little punch to the uterus, with a side of melancholy.

For a moment, before I read the motivation behind each cancellation, it also reinforced my insecurity that we are just doing this wrong. Lately, I’ve been feeling particularly self-conscious about the Chica feeling. Let me explain.

When I research the brands that inspire me, I am both excited by and jealous of the balance they strike between maintaining a polished image and staying real as hell with their customers. When we started Chica, I wanted to find that balance right away. Skip all the steps of being messy and go straight into having an established voice, a vibrant email newsletter, and a satisfyingly sleek subscription box.

It frustrates me that everything I create isn’t perfect. But I can lose myself in that frustration, and it distracts me from the only really important part of this whole equation: our living, breathing, bleeding customers. At this stage in our growth, we have the means and the bandwidth to connect with each and every one of them personally. In fact, we have probably stalked them on Facebook.

Here’s my point: these cancellations are a reminder to take advantage of these connections. I think we need to do everything in our power to establish a strong relationship with each and every member of our Chica family. I’m talking call-me–on–the–phone–and–tell–me–about–your–period–this–month kinda relationship. Even if they don’t take us up on that, they need to know that we are here. Actively listening.

Because they are the reason we are doing this. We are here to help our Chicas feel more capable, powerful, comfortable; even on the days that they are used to dreading.

Love,

Cass

Poria

Fungus & Root

Scierotium Poriae Cocos / Fu Ling / 茯苓 Scierotium Pararadicis Poriae Cocos / Fu Shen / 茯神

Poria calms the heart and soothes nerves, helping with anxiety and insomnia. Additionally, Poria drains dampness, an excess of moisture that the body collects in the wrong places and makes us feel heavy and fatigued (hello moodiness).

Chinese Salvia

Root

Radix Salviae Miltiorrhizae / Dan Shen / 丹參

Salvia root nourishes the blood and heart, and calms the spirit. Salvia works with Schisandra and Zizyphus in Chica Chill to help relieve insomnia.

Rehmannia

Root

Radix Rehmanniae Preparata / Sheng Di Huang / 熟地黄

Rehmannia root is your Yin nourisher, supporting calm and cold in your system. With its additional ability to help cool blood, increase fluids, and clear heart fire; Rehmannia is a star herb for soothing and preventing heat flashes.

Polygala / Thin-Leaf Milkwort

Root

Radix Polygalae Tenuifoliae / Yuan Zhi / 元志

Polygala root nourishes the Heart, and helps soothe nerves and restlessness.

Schisandra / Chinese Magnolia

Berry

Fructus Schisandrae Chinensis / Wu Wei Zi / 五味子

Schisandra berry is famous for featuring all five flavors of Traditional Chinese Medicine: bitter, sweet, salty, sour, hot. This means that Schisandra is completely energetically balanced, promoting overall health and vitality. Schisandra helps relieve night sweats, insomnia, and hormonal imbalances. Schisandra is also rich in antioxidants that are thought to protect from free radicals and other toxins in the environment that may cause cellular damage. 

Platycodon / Balloon Flower

Root

Radix Platycodi / Jie Geng / 桔梗

Platycodon root is a neutral balancing herb, meaning it is not especially Yin or Yang. Platycodon is nourishing for the lungs, which in TCM, is the organ that supports Qi and fluid flow throughout the body.

Scrophularia / Figwort

Root

Radix Scrophulariae / Xuan Shen / 玄參

Scrophularia root nourishes Yin, drains fire, and cools the blood. Scrophularia is particularly soothing for irritability.

Ophiopogon / Dwarf Lilyturf

Tuber

Tuber Ophiopogonis Japonici / Mai Men Dong / 麦门冬

Ophiopogon tuber works with Asparagus to nourish Yin and clear heat throughout the system. These plants also provide moisture and relieve restlessness.

Stemona

Root

Radix Stemonae / Bai Bu / 百部

Stemona root is a balancing herb in the Chica Chill formula. Stemona is nourishing for the lungs, which in Traditional Chinese Medicine, is the organ that supports Qi and fluid flow throughout the body.

Licorice

Root

Radix Glycyrrhizae / Gan Cao / 甘草

Licorice acts as a unifier, balancing the formula and amplifying the properties of the other herbs.

Zizyphus / Sour Jujube

Seed

Semen Zizyphi Spinosae / Suan Zao Ren / 酸枣仁

Zizyphus seed nourishes the heart and calms the spirit. Zizyphus helps relieve insomnia, irritability, and anxiety.

Ginseng

Root

Radix Ginseng / Ren Shen / 人参

Ginseng root, one of the most famous herbs in Traditional Chinese Medicine, is known for its ability to strengthen Qi and support life vitality. Ginseng nourishes the Heart and calms the spirit, helping reduce anxiety and insomnia.

Acorus / Grassleaf Sweetflag

Rhizome

Rhizoma Acori Tatarinowii / Shi Chang Pu / 石菖蒲

Acorus helps relieve internal heat and is a favorite herb for reducing frequent insomnia.

Eucommia / Chinese Rubber Tree

Bark

Cortex Eucommiae Ulmoidis / Du Zhong / 杜仲

Eucommia bark balances the Chica Chill formula by offering Yang properties. Eucommia is also nourishing for the heart, and has been featured in research in Western medicine for its ability to help lower blood pressure.

Angelica / Dong Quai

Root

Radix Angelicae Sinensis / Dong Quai / 当归

Angelica root is sometimes described as the “female ginseng,” due to its fame for supporting a healthy and regular menstrual cycle. Angelica root strengthens blood and energizes circulation. In Chica Chill, Angelica root balances the herbal formula with its Yang properties.

Biota / Arborvitae

Seed

Semen Platycladi / Bai Zi Ren / 柏子仁

Biota seed benefits memory and promotes restful sleep by nourishing the heart and calming the spirit.

Chinese Asparagus

Tuber

Tuber Asparagi Cochinensis / Tian Men Dong / 天门冬

Asparagus root works with Ophiopogon to nourish Yin and clear heat throughout the system. These plants also provide moisture and relieve restlessness.