Txtcart Surpasses $4.6M ARR

Your customers don’t deserve your respect.

The "Respect your customers, and they'll respect you back" quote sounds good in theory only.

And there's a threshold where this becomes a trap.

In the early days, you have to:

- Bend over backwards
- Respond to every DM
- Give refunds you don't owe
- Make exceptions to keep people happy

I did this myself running support at TxtCart.

Around $1M ARR, that shifted when we hired a team.

They cared, but they didn't have the emotional attachment I did… and that separation was necessary.

Now at $4.6M ARR, we're hitting another inflection point.

We have customers demanding things they're not owed.
Asking for refunds against our no-refund policy.
Draining time and energy from the team.

Some of them are just bad customers… low spend, high maintenance, and never satisfied.

And we're learning to let them go.

Look big, act small, works until it doesn't.

At some point, you need to look big and ACT big too.

That means enforcing policies.

Not making one-off exceptions for every broke customer who complains.

Not being terrified of a bad review.

The bar for customer service is still absurdly low.

If you give a sh*t early on, you'll win.

But don't confuse “respecting customers” with “letting them walk all over you.”

There's a difference between customer OBSESSION and customer SUBMISSION.