The SaaS Checkup — What You Should Audit Every Year (But Probably Don’t)
Just like your body needs an annual physical, your SaaS product does too.
In this episode of Standing in the Fire, Garrett, Kris and I chat about the dusty corners of running a SaaS business—from outdated onboarding emails and neglected feature rollouts to silent churn and pricing paralysis. What started as a joke about my real-life doctor visit turns into a surprisingly deep and useful conversation about doing regular checkups on your product, your team, and your customers.
Key Points
- Why your onboarding emails are probably lying to your users
- The reality of customer health indexes—and how to actually use them
- The tension between data and real conversations with customers
- What authenticity really means in SaaS communication (hint: don’t pretend your CEO is emailing me if they aren’t)
- How automated support responses are silently eroding trust
- Why most SaaS newsletters get ignored—and how to write one that doesn’t
Fav Quotes:
"If you reply to an email that I claim comes from me, the reply should actually come to me."
“Most teams don’t need more email. They need better email.”
“Documentation, accessibility, and alt text… yep, we forget those too.”
We also dive into SEO hygiene, accessibility, social media relevance, and using your own credit card on your product so you experience what your users do. Plus, a surprisingly human discussion about what makes for good marketing emails in a world full of noise.
Whether you're running a team of 3 or 300, this episode is your friendly nudge to stop, assess, and improve the parts of your SaaS business that don’t scream for attention—but absolutely need it.
Listen now on Standing in the Fire or wherever you get your podcasts.
⭐️ And hey, if you enjoy it, give us a 5-star rating—it helps more than you think.