A few months ago I went through the process of configuring a custom wheelchair at Spinlife.com. I needed help understanding the options and called customer service. Lisa walked me through the process like a knowledgeable saleswoman and prepared a custom quotation for me which I received by email.
Turns out I decided not to buy a new wheelchair and never returned to Spinlife to complete my order. Spinlife sent me a reminder email that’s done so well I had to share it on Get Elastic.
Why is this so great?
1. Designed for images off.
Except for the logo, 110% Price Guarantee and cross-sells, the content is displayed properly in Gmail which by default turns images off.
My only suggestion is to add alternative image text mentioning the 110% Price Guarantee which is a strong value proposition. This is also a good practice for visually impaired users.
2. Prominent value proposition.
The email is attempting to get me to convert from Spinlife though I have other purchase options including local stores (more than double the price). The Price Guarantee is appropriate and effective.
3. Clearly states this is a quote, not a bill.
I think it would be better to mention this is a quote, not an invoice directly above the Order Details as anything in the top right hand corner may be missed depending on how the customer scans the page. Otherwise, this is very well done.
4. The 3 action options are clearly explained.
The customer understands that the cart can be edited, the purchase can be deferred a bit longer with another reminder sent, or the customer can opt out of future notification.
5. Suggests other products.
“Looking for something else?” A great question to ask to make some money off the trigger, even if the customer no longer wants the quoted package.
After opting out, I was met with this message:
“Thanks for responding to our email.
Sorry this product didn’t work out for you. Your quote has been cancelled but is still stored in our system under the same number, so if you change your mind you can always call us at 1-800-850-0335 and provide either the quote number or your name.
The quote can be re-activated at anytime (although the price may change). Thanks for working with SpinLife, and we look forward to serving you at another time.”
Fantastic customer service.
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I think the best part about this email is that it feels personal – you knew right away it was directed to you. And it appeared that the company was sending it because they were genuinely concerned your needs were not met, and they wanted to change that. The simplicity and user-friendliness of it helps too. No deceptions. No gimmicks. Everything is straightforward here.
Wow! That is beautiful. That is the kind of great customer service that would cause me to reccomend a company to any and everyone.
wouldn’t it have been better if a real person (your salesperson?) had sent you a real text email? Short and honest and direct?
The email was from Lisa Seth – it was missing the personal element, but I think it was pretty direct – too direct.
Medical device sales are very high touch with many fears, uncertainties, and doubts often in the mind of the shopper. The email sent to Linda was akin to asking someone to marry them after the first date. “How would you like to proceed?”
Not “Can we answer any remaining questions you may have?” or “Here are 10 reviews we’ve collected from around our site and the web to help you choose”… etc.
PS – Thrilled you are commenting on the blog!
@Seth and Jason,
That’s a good point, I was so impressed to see what they’d done I didn’t think about how they could have gone a step beyond to be personal. Even changing “we” to “I” moves in that direction.
Certainly a help-oriented option like “help me modify this quote or start over” with Lisa’s direct telephone and email would have been a nice touch.
I wouldn’t have minded a phone call either, but for some that’s too invasive
A lot of useful information in those links, thanks. I feel that it might even be too much for me to “digest” in just one week.
Some excellent ideas here I don’t have a news blog as such but there are some great tips that I plan to use.
Thanks for the articles, have book marked them and will definitely be taking forward some of their advice. Thanks again! I’ll be back for more tips next week!
Good Day. His priority did not seem to be to teach them what he knew, but rather to impress upon them that nothing, not even… knowledge, was foolproof.
I am from Singapore and bad know English, tell me right I wrote the following sentence: “The convenience of applying for and repaying cash advances appeals much to the people.”
Thanks for the help
, Norm.
Good article with a picture.
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Good article. I have dealt with Spinlife in the past and i cant say anything bad about them even though they are a competitor.