Losing Customers

How many customers can YOU afford to lose?

Recently, I wanted to purchase a $200.00 accessory for my husbands truck. Before placing my order, I wanted to clarify their shipping policies because the information was not readily apparent on the site.

I sent them a brief email with my questions. A few minutes later I received the following email:

“Because this is the first time you have sent to this email account, please confirm yourself so you’ll be recognized when you send to me in the future. It’s simple. To prove your message comes from a human and not a computer, go to: (link removed)”

(This is actually just a small portion of the email, there were several other instructions.)

My normal response is to just say to heck with it, but this time I REALLY wanted to buy this particular accessory.

I caved in and clicked on the link.

At this point I was instructed that all I needed to do was to type the letters and numbers they were showing me, into the little box. (challenge verification system)

After two attempts of the wonderful system telling me I was wrong, I was fixing to scream at someone. (I was likely typing a zero rather than an upper case O.)

Instead of screaming and finally giving in and trying to call these people, I made a quick and simple decision.

I CHOSE NOT TO BUY THE PRODUCT FROM THEM!

In less than five minutes I found another site (who happened to place lower in the search engine results). I also found the item and information I needed and placed my order.

WHAT A SHAME!

The first company had put all the work in to designing a very nice site and getting it placed HIGH in the search results. In fact, I was extremely impressed with how well done the SEO was. HOWEVER, it didn’t matter how high their search results were. They made it too difficult for me to contact them. It felt like I needed to BEG to spend MY money with their business. Thanks, but no thanks…

If you have not done so yet, consider reading our Business Email Guidelines.

I WILL DEFINITELY SEE YOU AT THE TOP!

J. Cricket Walker

Small Business Marketing Consultant and SEO Training Specialist
Copyright © 2007 J. Walker of GNC Web Creations All Rights Reserved


Leave a Reply