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Bad timing for product review invitation

Good feelings evaporate

     

buckworks

11:34 pm on Jun 6, 2011 (gmt 0)

WebmasterWorld Administrator buckworks is a WebmasterWorld Top Contributor of All Time 10+ Year Member



I purchased an item online a few weeks ago which was satisfactory and did the job it was supposed to. It was the first time I had purchased from that merchant.

Today I received a request from the merchant to review the item. So far so good; I had a few things in mind to say that might be useful to other consumers.

However, when I clicked the link to leave a review I discovered that (1) the price had been marked down since I purchased the item, and (2) the item was going to be discontinued.

It was an ugly little moment. Suddenly, instead of thinking positive thoughts, I was regretting that I had purchased it when I did!

Nearly as bad, I was feeling that the merchant had made a frivolous, time-wasting request. What's the point of reviewing a product that won't be in stock much longer?

The merchant's automated followup routines were undoubtedly set up with good intentions ... but the timing of this particular followup created negative feelings that won't be easy to overcome.

What kind of filtering or segmenting would prevent similar mishaps from happening to YOUR customers?

LifeinAsia

11:51 pm on Jun 6, 2011 (gmt 0)

WebmasterWorld Administrator lifeinasia is a WebmasterWorld Top Contributor of All Time 5+ Year Member Top Contributors Of The Month



Definitely not nice!

The merchant's automated followup routines were undoubtedly set up with good intentions ... but the timing of this particular followup created negative feelings that won't be easy to overcome.

It might be nice to bring this to the merchant's attention. It's doubtless that a scenario like this was ever presented to the coder.

You never know- the merchant may appreciate it enough to offer some sort of future discount. Or, if he doesn't care at all, then that pretty much cements a decision not to use him again.

SilverShine

12:25 pm on Jun 7, 2011 (gmt 0)

5+ Year Member



When such things or similar occur, I always contact the company so that I know they are aware of what has happened, as sometimes companies have no idea what is going on, as LifeinAsia pointed out.

Once they know, their response will show me what they are about and I can then take a view about them.

lorax

2:39 pm on Jun 7, 2011 (gmt 0)

WebmasterWorld Senior Member lorax is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month



Oooo that's poor awareness.

buckworks

2:58 pm on Jun 7, 2011 (gmt 0)

WebmasterWorld Administrator buckworks is a WebmasterWorld Top Contributor of All Time 10+ Year Member



I did send a note to let the merchant know of the negative experience they had created. I'll post a followup if they respond.

I'll ask again: What kind of filtering or segmenting would prevent similar mishaps from happening to YOUR customers?

Are your email followup systems even capable of the fine-tuning that it would take?

pricetack pb

8:03 pm on Jun 16, 2011 (gmt 0)



I doubt many people have systems that would take this situation into account. It probably happens to almost every merchant and the ones who care tweak their systems and procedures to try and avoid it. But things like this are hard to predict when there is so much other stuff happening. And usually when something is discontinued, there is a sufficient replacement item that's either identical or very similar.

Planet13

5:57 am on Jun 17, 2011 (gmt 0)

WebmasterWorld Senior Member planet13 is a WebmasterWorld Top Contributor of All Time 5+ Year Member Top Contributors Of The Month



I'll ask again: What kind of filtering or segmenting would prevent similar mishaps from happening to YOUR customers?


How about a two-week price guarantee? (assuming the testimonial request was sent out within two weeks). Something like:

If you come back to our site and see a lower price for your item within two weeks, we will refund the difference!

Hopefully, not only will that guarantee encourage people to buy more in the first place, but it will also encourage them to come back to your site more often on the off chance that they might see the item for less (and while they are at your site checking if the price dropped, maybe they will buy more stuff).

Are your email followup systems even capable of the fine-tuning that it would take?


Not even close. And even if they were, I doubt me or my trusty assistant would even be able to figure out how to activate such a feature.
 

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