My penchant for publishing direct mail and data bloopers continues to win me great stories to share here on Digital Nirvana. This one came in this morning and left me scratching my head. My question for readers is this: Do you have processes in place to catch these mistakes before they get mailed? Or are you content to play clean-up later?
Last fall an environmental organization sent us an annual renewal notice which we responded to with a check to extend our membership for another year.
Five months later, we got another “renewal” notice to which we responded to with another check, not remembering that we had already renewed our annual membership. For this double renewal, we received a complimentary, inexpensive hat.
Four weeks later, we received an offer for us to become members for the first time, this time offering multiple more valuable premiums, including several shopping bags, a calendar, and a children’s gift (we’re retired).
Needless to say, I was not happy. I contacted the organization, and they quickly responded, apologized, and are sending yet more complimentary items.
We’re not interested in free gifts. My complaint to the organization was that, first, they were not acknowledging that we had already responded to their renewal request—twice. Also, that we were being penalized for our prompt response to the first notice by not receiving the multiple and higher valued items as our “free gifts,” which makes me feel like we’re being played. (Did we have to send another contribution to receive these annual renewal gifts? Are we being leveraged to send even more money, even though we’d already renewed twice?)
It’s frustrating on both counts. It alienates the donor and makes it very clear that a favorable response has not been recognized—as in, “We didn’t notice you, so we’re sending you another renewal notice . . . in case you didn’t notice either,” or “We don’t care that you responded, we’d just like to get as much out of you as we can,” or, “Our tracking system is so inefficient we can’t distinguish between those who do and those who do not respond to our overtures.”
If this were not an organization that we would support anyway (and it were it not a non-profit but a direct business relationship), the likelihood of their getting a favorable response the next time the mailer came is pretty much zero!
This reader’s tongue-in-cheek writing style is so funny that you might be tempted to think this is an April Fool’s joke, but it is not. Rather, it has has shades of my father-in-law, Lt. Col. John Walker, U.S.M.C. (Ret.), who is regularly receiving solicitations to John Usmc and Col. Ret.
You would never let this happen to your clients, right?