Two clever companies noticed I was doing something that was not making them money recently and emailed me to let me know they’d noticed. And then they tried selling me more stuff. As though I must have just got bored or forgot what I was doing when I was supposed to be spending money. As though it couldn’t have been a problem with their product or their processes.
Neither of them ever asked me why I stopped buying. Although I was eager to tell them both.
The first example was Three which I discussed in an earlier post and just this morning Ocardo emailed me saying they’d noticed I’ve not been buying their organic boxes lately. You can tell from their email (above) that they assume that I’ve just forgotten about this great service they’re offering and that a reminder and maybe a special offer will trigger my buying behaviour again.
They’re totally wrong of course. I stopped buying their product deliberately because I think it’s a rip off. They send me boring fruit and vegetables, ones that I don’t really use, and they charge a whole lot of money for it. I don’t buy their product because I can get better organic boxes elsewhere.
If I was running Ocardo (or, at least, in charge of sending out this email), I’d definitely be finding a way not just to remind people about my product, but also to initiate a conversation, a dialogue. Don’t assume I’m just a dumb user who forgot or got distracted… ask me.
If you’re smart enough to look for customer intelligence (who’s stopped buying what), then be smart enough to respect a customer’s intelligence. You’ll end up with a much more more clever company… and maybe even an organic box that I’d want to buy from you again.