Why I Didn’t Complete that Survey You Sent

Complaints Posted on: Jan 21, 2013 By: soapboxmarketing | 0 Comments


Dear Next Day Blinds,

I made a rather large purchase in December. There was a small snafu with the order (will get to that later) but all in all I’m very happy with my honeycomb shades.

Now about that survey you mailed me…

It’s three pages long. It has five sections. It’s got small type.

There’s zero incentive for me to fill in the blanks, stuff it back in the envelope, walk out to my mailbox (it’s January…brrrr!) and lift up the little flag.

(Did I mention that I made a rather large purchase?)

I didn’t see an online option to complete your survey. You know, for people like me who can’t remember how to hold a pen or simply find the web a preferable way to offer our opinions.

No one ever called me after installation to “see if everything was OK” with my rather large purchase. Everything wasn’t. You folks delivered and installed an item that I had cancelled. I told the nice guy who did the installation and he said to settle up with you. But you haven’t returned my calls.

My suggestions:

Since you have my email address, next time why not send me an online survey. Make it short, or wave a Starbucks card in front of me and I’ll complete all five sections and write in some free-form comments. Send it to me within 24 hours of my installation instead of 3 weeks later by snail mail.

If not, revamp the three pages and cut it in half. Make the survey attractive so my eyes don”t wander off the page and over to the circular file (aka Mr. Trash Can).

One more thing: Call me. Ask me how you did. I’ll tell you.



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Today’s Rampage: Unsubscribe from Unwanted Emails

Blog, Complaints Posted on: Sep 06, 2012 By: soapboxmarketing | 0 Comments

I’m on a rampage today! Or should I say, here’s my rampage for today…

I’m on an Unsubscribe tear. Every day, I open my professional and personal email accounts and delete at least a dozen email offers from companies that regularly send me stuff I don’t read. Ever, ever. Ever.

Stuff like “buys of the day” from online stores I purchased from five years ago. Or store from which I foolishly accepted a credit card in order to get that 10% off deal for my first — and only — shopping trip. (Thanks J C Penney, but my kids no longer think your clothes are cool).


Then there’s the businesses that send me their email newsletter because they met me at a networking event and asked for my card.


Groupon, Living Social, Amazon Deal of the Day… a lightning bolt hit me that I have yet to purchase or even click on your Wine Country trips or laser surgery offers. I don’t live in D.C. and I’m not traveling one hour to eat spaghetti in Maryland. (I’m gluten intolerant anyway, so don’t taunt me with your cheesecake photos!)

What people do with unwanted emails unsubscribeDon’t get me wrong. I am NOT opposed to email marketing. When targeted to the right audience, it works. What I’m saying is that as consumers and business people, if we want to make email marketing valuable to us, we must periodically remove ourselves from pesky,  poorly targeted or no- longer-relevant offers, so that when the good emails arrive, we don’t delete out of habit.

I’ll bet you could Unsubscribe now to five emails in your inbox right now. Do it.

Don’t you feel powerful?

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Bad web design: Links that open on new pages

Blog, Complaints Posted on: Feb 15, 2012 By: soapboxmarketing | 0 Comments

I just received an email from a web design firm, touting a new client website that they just launched.

Frustrating experience. A perfect example of a web designer out-designing the site, upping the site’s “annoying” quotient. Every page of the website opens a new browser tab. Every page has a “read more” link that opens a new browser tab when clicked. When I closed the browser tab for the website, there were five additional tabs that required manual closing.

In designing the website in this way, the designer actually ensured that the more I read, the more aggravated I would become. In addition, the content I clicked to was top level filler. I learned no more about the company and their potential value to me than I had on the page before.

Dear Web designer: why are you trying to annoy your client’s customers? A little usability logic and testing go a long way towards making a website appealing, effective and sticky.


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