CONTACT US

For all the businesses and products a person uses these days, almost all of them have websites. Granted, you almost never have a good reason to visit the website of your favorite coffee or potato chip.

Almost.

I’m on a new kick lately. I’ve been going to those websites, and clicking the “Contact Us” link to send ‘em an e-mail. And I do this whether I’m particularly pleased OR displeased with the product. And it’s been paying off. Not that I’m doing this for restitution, you understand. It’s just that in days past, to send feedback meant writing a letter, stamping it, and mailing it, and now, the internet just makes it so easy. And I believe these companies want to hear from me. Otherwise, they wouldn’t have asked for feedback, right?

I recently was treated, in my opinion, poorly by a major airline while traveling with my kids from Maine to Phoenix. Long story short, through no choice of my own (obviously) I had to spend 18+ hours in the Newark airport, and the airline did very little to accommodate us during our ordeal. So, I explained our situation in a firm, but civilized e-mail. Within the week, I received a letter of apology, a phone call, and a voucher for several dollars off our next flight. Not that I’ll necessarily be using that airline again, because after all, once bitten, as they say. Point is, I spoke up, and they did what they thought they could do to make it right. And I feel better having said something, rather than shrugging my shoulders and saying, to no one: “Eh, whaddaya gonna do?”

My family has a favorite potato chip brand – Sea Salt and Vinegar flavored. We bought a bag, and they didn’t taste as “salty and vinegary” as they usually did. So I told ‘em very nicely, in a well-constructed e-mail. Asked them if they’d changed the recipe, or if we just happened to get a bum batch. Got a letter back within the week, and my coupon for a replacement bag arrived a few days ago.

It works with positive reinforcement, too. I’ve been loyal to a particular brand of coffee since college, and I recently wrote to let them know that I think they make a superior product. My freebie coupon came this morning.

I’m still waiting for the letter and (fingers crossed) free coupon from my favorite beer company, and next up, a nice letter to one of the major car companies who’s treated us right over the years. But that may be hoping against hope.

So, lest you think I’m just looking for free stuff, that’s not entirely the case. As a business owner, I count on my customers’ feedback to tell me what they like and don’t like about the services I provide. It helps me operate a better business, and any improvements I make will only help my business grow. True, it’s kinda cool getting a free pound of my favorite coffee, or a few dollars off my next airfare, but more importantly, I think the people who run these businesses need to hear from the people who patronize them.

Try it yourself sometime… Visit the website of your favorite snack, beer, clothing store, what-have-you, and click on the “Contact Us” page. Explain why you like their product, and why you keep buying from them… or why you’re no longer a fan. But be nice. “More flies with honey,” remember?

I’d love to hear how you made out.