Catering to the non-customers

One product improvement that we’re looking to tackle in early 2025 is improving the product experience for the customers that we reject.

Of course, our focus should be around bringing in customers at our target companies, i.e. the ones that can generate revenue for us. That has been and will always be our focus. However, there’s something to be said about creating a great experience even if we can’t work with you.

We have a difficult business and product. Our tools are available to all startup users for free so anyone can create an account at Secfi.com. From there, we offer two products Wealth and Liquidity solutions.

On the Wealth side, technically anyone can be a client, but the minimum cost pared means that only individuals with a lot of equity would benefit the most. Our services are personalized and 1:1 so there’s an inherent cost of assigning a personal advisor.

On the Liquidity side, we can unfortunately only work with late stage companies at this point. The subset of companies approved for a secondary or financing is less than 1% out of all the companies out there. This creates a difficult situation as quite often, people sign-up with the expectation that they should get funding.

We always respond to every request so we do not ghost individuals. However, there’s only so much feedback we can provide to every company/individual we reject. We simply just do not have the bandwidth. Most companies are just simply too early.

We can do a lot better though. There’s a lot of improvements that we can make to ensure that customers get as much info as possible. While we cannot hop on calls with every requests that we reject, we can improve our expectation setting and communication. This is one of our projects in Q1 next year.