Melon Corporate Blog
How to well and truly fail at email
I was alerted earlier today about a majestic fail by Spreets in both adhering to email etiquette and providing basic customer service.
It seems Spreets had a few disclaimers about this particular deal that it’s users were not aware of - namely the limited locations for the deal.
*Note: upon further investigation it appears that the city salon was originally listed but then removed later.
So Spreets took it upon themselves to send out the following email. Needless to say, never ever do bulk sends through Outlook to people not within the same company. Why this bright young spark decided to use outlook rather than their bulk email management system is beyond me.
I’ve created a screenshot of the gaff below, click to view the full image and read from the bottom up (emails have been obviously blurred to protect some already very angry individuals).
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Comments - oldest entries appear first, most recent entries at the end.
Yes guys a totally stupid mistake on our part. We thought it was important to make people clear on the terms of the deal, which as mentioned were correct but for some reason people were still calling the city salon. In swiftly dealing with the problem one of our senior support people made a mistake and CC’d people instead of BCC’d. I sent out a personal apology to the people involved, making sure they were BCC’d this time and a policy that only senior management can send these emails from now on.
By Dean McEvoy on 23 09 2010
Hi Dean,
Great to see a prompt and open response, and steps taken to remedy the situation.
We’ve all learned at one stage or another that it’s incredibly easy to do something wrong with email, and incredibly difficult to then make it right.
I hope your customers have been understanding.
By Dain Saxon on 23 09 2010
Thanks Dain, Yes i guess we have all done it at some stage. Although I think accidentally replying to the person you are talking about instead of the third party is worse
By Dean McEvoy on 23 09 2010
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