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An Unexpected Marketing Lesson

by Dennis Gaskill
7 replies
I had a customer chew me out via email because I wouldn't take her money.

That's what she thought, anyway. I had a birthday sale a few days ago. When I put something on sale I usually add a disclaimer that the sale prices cannot be applied to previous purchases. After all, who wants to start refunding money on year old purchases?

Well, she misunderstood my disclaimer, thinking I was saying if you previously bought the lower cost version of this product, you could not buy the higher end version at the sale price.

She literally demanded that I take her $97.00.

So, I did.

The lesson in all this?

Don't assume everyone will understand a standard disclaimer . . . I guess.

Have you ever had a customer demand you take their money? Got a similar story?
#lesson #marketing #unexpected
  • Profile picture of the author abhi1
    lol This is crazy! I'd really love my customers demanding me to take
    their money...
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  • Profile picture of the author CliveG
    That customer is a one in a million customer. Well one in at least a thousand anyway.

    She actually read a disclaimer!

    I read a story about a year ago (don't know how true it is but it rings true) of a reasonably large software company that included a term in the middle of their disclaimer that offered $300 to the first person to ask for it. It was not claimed for quite a few months.
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    • Profile picture of the author Chris Baker
      Originally Posted by CliveG View Post

      That customer is a one in a million customer. Well one in at least a thousand anyway.

      She actually read a disclaimer!

      I read a story about a year ago (don't know how true it is but it rings true) of a reasonably large software company that included a term in the middle of their disclaimer that offered $300 to the first person to ask for it. It was not claimed for quite a few months.
      I really don't know how to respond on this story..... :confused:

      Anyway, I wish I will have that kind of costumer also. lol
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      • Profile picture of the author Dennis Gaskill
        Originally Posted by Chris Baker View Post

        I really don't know how to respond on this story..... :confused:

        Anyway, I wish I will have that kind of costumer also. lol
        I actually gave her an additional discount. I like that kind of customer too.
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        Just when you think you've got it all figured out, someone changes the rules.

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    • Profile picture of the author ShaneRQR
      Originally Posted by CliveG View Post

      That customer is a one in a million customer. Well one in at least a thousand anyway.

      She actually read a disclaimer!

      I read a story about a year ago (don't know how true it is but it rings true) of a reasonably large software company that included a term in the middle of their disclaimer that offered $300 to the first person to ask for it. It was not claimed for quite a few months.
      That's golden!

      I have to admit that I'm a non-reader of disclaimers as well, though. They mostly seem to be designed to be off-putting and difficult to read, as well.

      Concerning the OP: That's the best kind of customer, for sure. I had something similar happen to me years ago when someone returned an item I had sold them on eBay, but insisted I only refund them a part of the price because they'd liked my customer support so much.
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  • Profile picture of the author Kieron
    Dennis, can you PM me her email address thanks a million
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    • Profile picture of the author Vogin
      More of those, please.
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