Got this question from Tony, about the notice on the bottom of our email messages:
“All of your communication seems so cozy and personal etc but all your Infusionsoft messages have this statement at the bottom of them. I can’t help but think how “impersonal” and automated it looks and sounds especially when I know you have gone to great effort to get personal.
Just wondering….am I missing something here?”
Great question. When you send out 50,000 emails at a time, you’ll find out real fast, why we do this.
Once upon a time, the email address all those broadcasts come from was manned, and we answered messages that merited an answer. However when you let people indiscriminately send emails, you get all sorts of spam and nonsense and bitching and irrelevant remarks, along with “out of office replies.”
Less than 10% of that noise deserves a reply, and worse, inevitably we miss stuff that’s important. People send the occasional message like “please cancel my subscription” and we miss it…. then a month later they’re mad because we have “lousy customer service” and are “ripping them off.”
One of the problems with the Internet is it’s sooo eeeaaasssy to communicate that people communicate when they have nothing to say.
So, in Planet Perry, if you have something you need to say, open a support ticket and say it.
Along the same lines – ever walk into a retail store and have to wait while the clerk ignores you and answers the phone? And all the while you know that a breathing human being physically inside their store is worth a lot more money than a phone call? Annoying, isn’t it?
We give our best customer service to people who jump through the hoops, buy things, join memberships, come to meetings. We try to ignore spammers. So should you.
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