I just got an affiliate promotion from a reasonably well-known marketer. When I was excited about it, and clicked the "buy now" button because I honestly did want the product and had been wishing someone would offer one like it, I was told:
Always Remember Your Customer Service.
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I just got an affiliate promotion from a reasonably well-known marketer.
When I was excited about it, and clicked the "buy now" button because I honestly did want the product and had been wishing someone would offer one like it, I was told:
"This offer does not exist"
So I typed the URL of the offer page directly, and was told:
"Invalid link"
And with this, I emailed the affiliate. He had said "I have a product for you." So I responded "No you don't! I got this error. WTF, do you know how rare it is for me to click and buy that fast?"
Half an hour later, he responded with a screenshot and said "Then what do you suppose these are sitting on my server?"
Bad Idea.
Look, I know we're all human. And I know we all make mistakes.
But in the eight minutes between receiving that email and responding "They're certainly not product number XXX, but never mind" - I found another affiliate selling the same product and bought it.
So well-known marketer doesn't get his commission, and marketer I've never heard of gets me on his customer list.
And yes, it really is THAT FAST.
All I needed to hear back was "Oh no! I'll check into it and see what I can do." I would have waited for that.
But instead, I got attitude.
With a screenshot, no less.
Studies consistently show that you earn customer loyalty not when you never have problems, but when you have problems that you fix quickly.
I can fix my own problem quickly. I just throw your headline into Bing, and I get a handy list of all the other affiliates just like you that didn't even bother to modify the sales page.
I saw some names I recognised. I saw a couple I didn't. And I just went down one result at a time until I found someone who actually bothered to change a couple of the graphics... and even use a video.
And that guy got my business.
Then I went and unsubscribed from the well-known marketer's list.
Every customer complaint is an opportunity.
Don't waste it.
When I was excited about it, and clicked the "buy now" button because I honestly did want the product and had been wishing someone would offer one like it, I was told:
"This offer does not exist"
So I typed the URL of the offer page directly, and was told:
"Invalid link"
And with this, I emailed the affiliate. He had said "I have a product for you." So I responded "No you don't! I got this error. WTF, do you know how rare it is for me to click and buy that fast?"
Half an hour later, he responded with a screenshot and said "Then what do you suppose these are sitting on my server?"
Bad Idea.
Look, I know we're all human. And I know we all make mistakes.
But in the eight minutes between receiving that email and responding "They're certainly not product number XXX, but never mind" - I found another affiliate selling the same product and bought it.
So well-known marketer doesn't get his commission, and marketer I've never heard of gets me on his customer list.
And yes, it really is THAT FAST.
All I needed to hear back was "Oh no! I'll check into it and see what I can do." I would have waited for that.
But instead, I got attitude.
With a screenshot, no less.
Studies consistently show that you earn customer loyalty not when you never have problems, but when you have problems that you fix quickly.
I can fix my own problem quickly. I just throw your headline into Bing, and I get a handy list of all the other affiliates just like you that didn't even bother to modify the sales page.
I saw some names I recognised. I saw a couple I didn't. And I just went down one result at a time until I found someone who actually bothered to change a couple of the graphics... and even use a video.
And that guy got my business.
Then I went and unsubscribed from the well-known marketer's list.
Every customer complaint is an opportunity.
Don't waste it.
- Jacqueline Smith
- Bellusccio89
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