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Would You Contact An Unsubscribe?

by bazscourfield
22 replies
Hi Guys and Gals,

Here's a question for you...I'll try and keep it short.

As a test, I recently changed my sales delivery process.

[Background]
  • I am selling a digital product,
  • I create my own sales and have affiliates creating sales also.
  • Only 66% of sales result in Email confirmation, double opt in.
That then leaves 34% of buyers not bothering to confirm, so effectively they are OFF my buyers list.

I amended my delivery process for a conf opt-in product delivery and...OMG?

My very first sale after the change resulted in:

You have no right to, after my purchase, demand that I opt in to your list before I can access my purchase. You can ask for it, but not demand it. I have no interest in hearing from you again.
My question is this:

With such great customer feedback, would you contact the unsubscribed buyer for more info? :confused:

or is that totally against the FTC rules for unsubscribers?

BTW, I thought the new system was great, but I am on the other side of the fence I suppose...

Cheers, Baz
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#contact #unsubscribe
  • Profile picture of the author bazscourfield
    Originally Posted by FromBrokeToRich View Post

    I would let him go and either make some changes. It seems he has a valid point and if he has already purchased from you and you are trying to force people to opt in in order to receive their product chances are you will be hearing more complaints similar to his.
    Yeah, I changed it back ASAP...

    My Q was not the process, (right or wrong) it was whether to contact them to ask for more feedback.

    Thanks anyway

    Baz
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    • Profile picture of the author mikehuff
      Originally Posted by bazscourfield View Post

      Yeah, I changed it back ASAP...

      My Q was not the process, (right or wrong) it was whether to contact them to ask for more feedback.

      Thanks anyway

      Baz
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      That sounds like more trouble than it's worth I think. Let him go and if he sees any degree of success w/your product he'll be back anyways. Can't argue with value!!
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      • Profile picture of the author fluffythewondercat
        I wouldn't email him again.

        But to answer the original question (is it against FTC rules):

        If someone asks to be taken off your email list, you can't mail them again. But that doesn't mean you can't contact them. If you have their phone # or their physical address, you can use either. (I wouldn't phone, I'd just send an apologetic note.)

        fLufF
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        • Profile picture of the author cherylwright
          Originally Posted by fluffythewondercat View Post

          I wouldn't email him again.

          But to answer the original question (is it against FTC rules):

          If someone asks to be taken off your email list, you can't mail them again. But that doesn't mean you can't contact them. If you have their phone # or their physical address, you can use either. (I wouldn't phone, I'd just send an apologetic note.)

          fLufF
          --

          I wouldn't want to test that theory. It's the same thing to me.






          Cheryl
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  • Profile picture of the author Kay King
    NO - do not contact him. He just told you not to contact him.

    From your point of view as a seller, this is a great idea. EVERYONE will opt in...so the thinking goes.

    To your buyer - you just changed the rules in mid-stream. Your sales page says "pay me and you get this product". The buyer pays.

    He doesn't get the product - but is given another hoop to jump through...."now sign up and I'll give you the product you PAID for".

    Your rate of over 65% optins was good so you need to split test a sizable sample for realistic results. To me, a list of people who choose to opt in is more valuable than a list of forced opt ins...but that's just me.

    kay
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    • Profile picture of the author bazscourfield
      Originally Posted by Kay King View Post

      NO - do not contact him. He just told you not to contact him.

      From your point of view as a seller, this is a great idea. EVERYONE will opt in...so the thinking goes.

      To your buyer - you just changed the rules in mid-stream. Your sales page says "pay me and you get this product". The buyer pays.

      He doesn't get the product - but is given another hoop to jump through...."now sign up and I'll give you the product you PAID for".

      Your rate of over 65% optins was good so you need to split test a sizable sample for realistic results. To me, a list of people who choose to opt in is more valuable than a list of forced opt ins...but that's just me.

      kay
      Sound advice Kay, thank you.

      I never thought of it as a "jumping through more hoops" scenario.

      I Really get your point, so much so infact that I think my question was made in the heat of the "unsubscribe"

      A little reflection does wonders...

      Thanks again Kay
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    • Profile picture of the author Jake Dennert
      Originally Posted by Kay King View Post

      given another hoop to jump through...."now sign up and I'll give you the product you PAID for".
      I've seen this "one more hoop" stuff on more than one WSO.

      Seems IM is the only niche this kind of crap works in, as most are so used to throwing their name and email into forms... they just think:

      "Aah, what the hell... why not?"

      Never thought about how other markets would accept something like this... so, to the OP:

      Chalk up one more vote for the "Don't contact him" side...

      ...and Kay:

      Awesome advice.


      Best,


      Jake
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  • Profile picture of the author UMS
    What sort of feedback are you hoping for? I think the message that was sent was very clear and I certainly don't blame them for sending it to you.
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    • Profile picture of the author bazscourfield
      Originally Posted by UMS View Post

      What sort of feedback are you hoping for? I think the message that was sent was very clear and I certainly don't blame them for sending it to you.
      I am starting to see it that way now, maybe a bit forceful!

      Thanks @UMS

      Baz

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  • Profile picture of the author Justin Says
    I don't think you need to contact him as he seemed odd anyways.

    I'm not against people who have certain.. methods of thinking, but I am against someone that wants to be rude in a situation that doesn't need to be seen that way.

    He could have contacted you and told you that he didn't enjoy the process.

    @UMS, it was clear. But it could have been seen in a better light.

    @Baz, I don't think you should force them to double opt-in after payment, but you could still leave it as an optional feature. Some people just want to purchase products and go on their marry way.
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  • Profile picture of the author Elizabeth Fee
    Yeah, I would chalk this up to a learning experience and move on. You got a taste of how this "test" was not the way to go. You got the feedback needed, and rather than stir the pot further, just move on.
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    • Profile picture of the author bazscourfield
      Originally Posted by Elizabeth Fee View Post

      Yeah, I would chalk this up to a learning experience and move on. You got a taste of how this "test" was not the way to go. You got the feedback needed, and rather than stir the pot further, just move on.
      Cheers Elizabeth,

      Learning experience is,

      Move on I will.

      Thank you.

      Baz

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  • Profile picture of the author Raydal
    I use aMember script to sell/protect my digital products
    so part of the buying process is that buyer has to enter
    their contact information BEFORE they pay in order to
    receive the log-in information. But I still require an
    optin to receive updates about the product.

    But I don't market to my customer list, so if you bought
    a product from me you won't get a series of offers just
    because you bought one product from me.

    I have my other list where I give away free advice and
    that's the list I market to.

    You may say that I'm leaving a lot of money on the
    table but I don't like buying a product from a vendor
    only to be bombarded with affiliate offers afterward
    so I don't do it to others.

    -Ray Edwards
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    • Profile picture of the author winsenken
      Obviously the person do not want you contact him so you just do what he wishes for. If you do so, that will only leave him a negative impression to you.
      However I think this is quite a special case, not everyone will sound like him, huh? Haha:confused:
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  • Profile picture of the author cherylwright
    There are a lot of sellers doing this now. Opt-in or don't get your product.

    If I recall correctly, it's actually against PayPal's terms of service. But people still do it anyway.

    Personally, I don't like being forced to opt-in to a list. I get way too many emails already.

    This is what I do (take it or leave it). The buyer pays and is sent automatically to a download page.

    On that page I have an opt-in box. If they want to be on my list, they sign up. If not, they never hear from me again.

    It does mean my subscriber numbers are not increased every time I make a sale, but I also don't have angry customers. I've found the majority opt-in, but it probably depends on your niche.




    Cheryl
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  • Profile picture of the author absolutelee
    I certainly wouldn't contact that person again. They've apparently got some issue with the way info marketing online should work. His problem, not yours. Do you actually want that person on your list, anyway?
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  • Profile picture of the author AmandaT
    No, don't contact again. It isn't worth the chance of getting in trouble.

    Most payment processors, PayPal included, will INSTANTLY ban your account if they find out you are requiring opt-in for someone to get a product they have purchased. Once again, not worth it. If you want more opt-ins, work more on your opt-in offer.
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  • Profile picture of the author mattpaul2000
    I would not personally contact a unsubscriber particularly if they have asked not to be contacted. Concentrate instead on getting more subscribers.
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  • Profile picture of the author aaaa33030
    No I would not contact the unsubscribed buyer

    On your salespage it indicated cash for product not cash and opt-in for product
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  • Profile picture of the author Karen Connell
    Put this one down to experience and forget him. He is not a happy chap!

    In the future a better option would be to send the buyer to the download page after payment.

    Put the download link first then an optin box beneath in return for 'free stuff' (or whatever).

    The purchaser then has a choice rather than being forced to optin.

    Better to have the option than nothing.

    Karen
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