- June 13, 2018 -
We consume a lot of coffee in our office.
...a very caffeinated bunch we are.
Everyone has their favorites so Keurig with their K-Cups fits the bill.
...and a hefty monthly bill it is.
But that's ok because everyone is chipper and everyone stays awake 🙂
So when Keurig is running a promotion, Cheryl's all over it.
Today...and today only (time-expiring offers do work, people) they were offering a 20% discount when you bought their Large Quantity Packs of K-Cups.
Cool beans. <literally>
Anytime the price of a K-Cup is below $.50/cup...it's a good deal!
Everyone's favorite flavors got added to the order...except for one particular type.
And that was because it only came in the 24-count option...not the big 72-count Large Quantity Pack.
The question she asked Live Chat was...
"So...if I buy (3) 24-count boxes, why can't the same discount be applied as (1) 72-count pack? The total cost before discount is the exact same!"
Live Chat: I'm sorry, but the 24-count is a different product.
Cheryl: But it's the same type of coffee, just different packaging. I don't understand.
Live Chat: I'm sorry. I can't help you but if you call our 800# maybe they can.
So a call is made and another conversation ensues after repeating the issue in detail all over again.
Phone Support: I'm sorry, but the 1-day promo is only for the Large Quantity Packs. I understand your frustration, but unfortunately I can't change the promo.
Cheryl: I'm not asking for you to change the promo. I'm asking if you'd be willing to apply a manual discount or make a price adjustment of 20% to the (3) 24-count boxes.
Phone Support: I'm afraid I don't have the ability to do that.
Cheryl: That's ok, I understand. Maybe your supervisor can do that. Can I please speak to him or her?
This is just the Cliff version...but since she's wasted 20 minutes on this already, Cheryl is now settling in and determined to get her $9 discount come hell or high water.
Picture a bull dog dressed in lace. Lol
Supervisor: Yes, I'm aware of the issue. I'd love to make the adjustment given the fact that this particular item doesn't come in the Large Quantity Packs like all the others. But unfortunately...
Cheryl: Sir, I apologize for interrupting but we own two businesses and if our clients had to work this hard to give us their money, we'd be out of business.
I'm not asking you to increase the discount of the promo. I'm just asking you to be a little creative. I'm ok with waiting while you work on that.
Supervisor: Uh, ok. I'll see what I can do. (10 minutes passes.) Yes, I can do that for you with a 20% in-house promo code.
Well, whaddya know!
Credit card and shipping details were confirmed.
Order placed.
Done.
Someone calls you with credit card in hand. They're ready to click the "Here's my money" button except...they want to buy more and are having trouble.
And you are going to make them interact with three different people for thirty-five minutes...and forcing you to get creative and figure out a way for them to spend more with you?
Come on.
Is that the buying experience you'd get giddy about?
If you use Infusionsoft, there's no excuse...technically.
+ You've got order forms.
+ Shopping carts
+ Payment plans
+ Bundle links
+ Upsells
+ Downsells
+ Promo codes
+ Manual orders (where you can name any price you want)
+ Quotes
Ten ways to Sunday to accept payment...technically speaking.
What Infusionsoft cannot do is humanize transactions.
That requires remembering that we are here to do three things as entrepreneurs: LEAD - INSPIRE - SERVE.
And when you interact with your customers with SERVICE in mind, it's a game-changer.
Your customers won't have the experience we had today.
Looking for the right company to do business with? You know what to do.
Make it an awesome day!
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Photo by State Library of Queensland, Australia on Foter.com / No known copyright restrictions
