Question

Topic: E-Marketing

Can't Respond To Free Sample Offer

Posted by Anonymous on 5/12/2010 at 2:01 PM ET 250 Points
A free sample offer on our website generated a huge response. Budget and staffing limitations make it difficult if not impossible for us to send samples as promised.

Do we attempt to respond to every order - an action that stresses budget; identify prospects most likely to become customers and respond to them only; or, stop now having responded to only 50% or so?

Does another option exist?
Thanks for your help.
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RESPONSES

  • Posted on 5/12/2010 at 2:10 PM Member
    Sorry SpSk - your company made the offer - now it must honor it! If you don't, your company will establish a very bad precedent not to mention a loss of reputation and demeaning whatever brand image you have in the consumer's mind.

    I know this is a painful lesson but, someone didn't do his/her homework! Next time you make this sort of offer, do your homework better to ensure the correct budget allocation and customer support for the back end result are appropriate.
  • Posted by Markitek on 5/12/2010 at 2:24 PM Accepted
    What else can you offer those you can't deliver the sample to? A discount? Another sample? Some other reward of equal or greater value than that which they didn't get.

    You know, it's OK to run out of inventory: it happens to companies of all sizes. But you know want to find some alternative way to make good on your promise.
  • Posted by AdsValueBob on 5/12/2010 at 2:29 PM Accepted
    (I guess I don't need to express the lack of test marketing your offer and calculating a what-if projection to keep your company out of financial and legal hot water.) That's all water under the bridge now.

    You've created a legal obligation and could be sued for false advertising if you don't provide the offer as indicated - a slim yet undesirable outcome.

    Businesses make mistakes and for the best of all (your image, your wallet, and your prospects satisfaction) - suck it up and provide what you said you would in the free offer. Would you rather be paying to build good will with your prospects or paying a lawyer?

    If your product is that "attractive" and worthy - those free samples might be worth more than the short-term headache and cost. Look at the big picture / long term outcome.

    Practically - be honest with your prospects and email (very low cost) them explaining the situation (". . . overwhelming response . . ." and delay of up to 10 weeks to receive their sample - sample size packaging not available) indicating these options:

    1. In lieu of sending a sample, promote the benefits of using your product and encourage them to purchase a bottle at a discounted price. Clearly state that a free sample will not be sent if they order. Guarantee their purchase if not satisfied. (This should solve 99% of issues except for someone claiming "bait and switch")

    2. Please resubmit your request if you still want a free sample. Make the process "uncomfortable" yet reliable. This should shed some persons who weren't serious or don't want to be bothered a second time.

    Hire temporary staff if needed to get over this issue. Honesty is the best policy - don't screw with your prospects / customers - they have Twitter.

    Bob



  • Posted by michael on 5/12/2010 at 2:53 PM Member
    You must send it. You can contact them and say the demand was more than expected and offer an alternative.


    Michael
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