Steven Wagenheim - Ethical Marketer Screws Up Link!

[Jeff Henshaw]

I thought that I'd post this just to show how no one is perfect - experienced Warrior or not!

I received an email last night from Steven Wagenheim, containing a limited offer. Some of the products on offer I owned, one of the packages I did not and it was something that I could use for my business.

I followed the appropriate link and clicked through PayPal in order to purchase and download the package. Had I been a little more observant, I would have noticed that the PayPal price was less than the price quoted in Steven's email - but I was writing an after dinner speech at the same time - so lesson learned - men can not multi task - at least this one can't!

Anyway, I downloaded and opened my purchase and upon examination thought - 'Well this doesn't look right'. So I went back to the original email and checked the link that I bought through - guess what - it pointed to a different (and less costly) product.

I emailed Steven to inform him and within about 10 minutes I received an apologetic reply, informing me that the correct link had been sent me. I logged into my PayPal email account and there was an email with a link. I was then able to download the package that I had originally intended to order.

After checking the package, I emailed Steven to ask for a PayPal email link, so that I could pay him the balance of money that I owed him. I received the following reply:-

Hi Jeff:

How do you owe me any money? You purchased one thing, got another (due to my stupidity) and had to contact me to give you what you wanted in the first place.

Make sense?

Sincerely,

Steven Wagenheim

In my view, that is customer care and customer service above and beyond the call of duty. It's a pity that more Internet marketers don't reflect that sort of attitude when doing business - ok, many do, but lots don't. IMHO if more did, I would imagine that many potential customers would have a reduced fear of purchasing on line, resulting in increased sales for us all.

Just my thoughts,

Jeff Henshaw.

[Alexa Smith]

From knowing Steven slightly myself, his reply doesn't surprise me. Thanks for posting this, though.

[Jeremy Kelsall]

Yup, good practices right there

[Andyhenry]

I can understand why you posted this, but to be honest - I'd have been very surprised if you get any response other than this.

I know a lot of people are trying to rip IMers off, but we're not all like that and it's a shame when people behaving correctly stand out.

Andy

[George Wright]

Nice post Jeff,

I've seen this sort of thing from several Warriors and I've done it myself accidentally.

At the risk of starting an argument I find I make mistakes all the time. It saddens me when I have to be afraid to resend an email to apologise for a mistake and know full well that I'll either be lambasted for using a "marketing ploy" or accused of not being careful enough in the first place.

It seems to me that many people who do business online expect nothing less than perfection which is impossible to deliver 100% of the time. Those who have never sent a wrong link or made some other error should just wait, they will someday, they really will.

As far as being so critical of those who do this on purpose as a marketing method or ploy if you will. That's another story. I can see both sides, however I don't see customers griping over the local furniture store that has a yearly "oops" sale of one kind or another or many of the other "mistakes" made offline. I have to loosely quote from a post by Allen Says from yesterday. "....So many people here hate marketers..."

George Wright

[Tracey_Meagher]

I often make mistakes and feel like and idiot. Usually I put it down to lack of experience or excitment at getting something out but I guess I'll have to rethink that one now! Looks likes even the pro's screw up!

[ksmike]

I never screw up. I'm not human.

:-)

[timpears]

I don't know Steven other than a very small interaction here on the WF. But it doesn't surprise me that he responded that way. I have always found him to be a very honorable person. All of us are human, or at least most of us are, and the only ones of us that don't make mistakes are the ones that don't do anything.

[ic7]

Customer service is so incredibly important. People that buy your stuff want to know that you are backing them up, that they are part of a team that is helping them. On a certain WSO I purchased, I asked for support via PM, email, and Twitter. Result: still no response 10 days later. Shocked me because the maker of the product is somewhat known here.

One Warrior who shocked me with Amazing customer service is TimS. He even went so far as to make a video to explain my exact question. Yowza!

Tim's WSO

Paul

[JNFerree]

I know we are not supposed to openly BASH another Warrior for deeds of unkindness or getting ripped off by some skallywag, but given my experience, I have to weigh in on this one.

Steve Wagenheim is not only one heck of a author / writer and an experienced IM guy, he's honest (almost to a fault) and "walks his talk" (i.e.) you can trust this guy.

I won't bore you with the gory details, but suffice to say, he's a man of his word and I for one, prefer doing business with people like Steve.