Comments on: Not Sweating The Small Stuff http://www.kalzumeus.com/2007/10/03/not-sweating-the-small-stuff/ B2C stands for "Bingo To Customer" Wed, 08 Sep 2010 07:18:36 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Patrick http://www.kalzumeus.com/2007/10/03/not-sweating-the-small-stuff/#comment-977 Patrick Fri, 05 Oct 2007 07:29:45 +0000 http://microisvjournal.wordpress.com/2007/10/03/not-sweating-the-small-stuff/#comment-977 I haven't edited the text of that email in forever, actually. Maybe I can tighten it a little bit. I'll try a stab at doing so tonight. Multiple emails is unfeasible for technical reasons. What I really should have done here, which I generally do, is follow "You will find your Registration Key and instructions beneath my signature." with copy/pasting the sentence "Your Registration Key is BINGO-12345-12345". No points for me for being lazy if it means having to redo the work later... I haven’t edited the text of that email in forever, actually. Maybe I can tighten it a little bit. I’ll try a stab at doing so tonight. Multiple emails is unfeasible for technical reasons.

What I really should have done here, which I generally do, is follow “You will find your Registration Key and instructions beneath my signature.” with copy/pasting the sentence “Your Registration Key is BINGO-12345-12345″. No points for me for being lazy if it means having to redo the work later…

]]> By: RichardM http://www.kalzumeus.com/2007/10/03/not-sweating-the-small-stuff/#comment-978 RichardM Fri, 05 Oct 2007 05:14:51 +0000 http://microisvjournal.wordpress.com/2007/10/03/not-sweating-the-small-stuff/#comment-978 I think the problem is that the email you sent is just too long. I tuned out by the time I got to "You have also purchased a CD", and I very nearly missed the registration code as a result. I totally understand how that happens - a customer asks a question, you think you can pre-empt it in future by putting that info in the email. Bit by bit the email gets bigger until eventually you've forgotten that people won't RTFM. I'm guilty of that myself, I've had similar experiences to you. Perhaps try pushing some of the info onto support web pages - do you need the shipping estimate in the email, can you push that onto the site and just link to it in the email? Or perhaps split the info you send into multiple emails - one email about the CD, another email with a registration code. I think the problem is that the email you sent is just too long. I tuned out by the time I got to “You have also purchased a CD”, and I very nearly missed the registration code as a result.

I totally understand how that happens – a customer asks a question, you think you can pre-empt it in future by putting that info in the email. Bit by bit the email gets bigger until eventually you’ve forgotten that people won’t RTFM. I’m guilty of that myself, I’ve had similar experiences to you.

Perhaps try pushing some of the info onto support web pages – do you need the shipping estimate in the email, can you push that onto the site and just link to it in the email? Or perhaps split the info you send into multiple emails – one email about the CD, another email with a registration code.

]]> By: Patrick http://www.kalzumeus.com/2007/10/03/not-sweating-the-small-stuff/#comment-975 Patrick Thu, 04 Oct 2007 22:30:02 +0000 http://microisvjournal.wordpress.com/2007/10/03/not-sweating-the-small-stuff/#comment-975 Thanks! Nuked it. Thanks! Nuked it.

]]> By: Daniel http://www.kalzumeus.com/2007/10/03/not-sweating-the-small-stuff/#comment-976 Daniel Thu, 04 Oct 2007 14:52:00 +0000 http://microisvjournal.wordpress.com/2007/10/03/not-sweating-the-small-stuff/#comment-976 It looks like you left a valid registration key in that email. I don't think you wanted to do that. It looks like you left a valid registration key in that email. I don’t think you wanted to do that.

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