This is it! the very worst email ever sent in the history of (my) world… compliments of Verizon Wireless:
The worst email in the world. What's wrong with it? Let's see…
- Nice email layout
- Clean graphics with happy smiley people
- Invitation to explore my new phone
- Links to Tutorials on my new super cool Motorola Razr
Oh, wait! Here's the answer: My day at Verizon will go down in history as one of the worst days ever! This email was automatically sent to me without any regard for my feelings about the experience I had.
AND I’M FUMING HOT ABOUT IT.
A few days ago I wrote a blog post about automating things to make life easy for you and your customer. But when your customer has a unique experience that falls outside of the predictable customer experience, then your automation will backfire.
This is the perfect example. The Verizon associate who sold me the new phone made a fatal unforgivable error — and wiped all the data off my old phone before putting it on the new phone. Gone. All gone.
Lost. That's me.
So as the horror actually sinks in — as well as long past-due knowledge of the previous injury done me two years ago by the Verizon guy who sold me my old phone but didn't make sure the phone was set to back up contacts — I receive this despicable email.
My point is partly to get this off my chest and tell the world about Verizon's incompetence, but also to make these suggestions to you, my dear reader:
- Make sure your contacts and pictures and everything you have on your phone is automatically backed up somewhere.
- Watch as the sales person plugs your phone into the little black box and ask her to tell you it's downloading. When it's done syncing, ask to look at your new phone and verify that everything you want is on it. (This will make you look like a paranoid pain in the rear customer, but so be it.)
- Tell her not to clear anything off your old phone and actually take possession of your old phone before finishing the transaction regarding your new phone.
- Most importantly, if you are an email marketer…if your company really messed up, don't send a happy-go-lucky email to follow up with your pissed-off customer.
Have a heart and put yourself in the shoes of your customer (former customer?) before you let an email like this one go out. In fact, It would be appropriate to send a personal apology.
That's all I have today. I'm rebuilding…
Condolence comments only, please.