Josh Nason
February 23, 2010 by Josh Nason

Accidents happen, but don’t overthink the inbox experience

Every day, I get the Boston Globe’s Daily Headlines email sent to my inbox. It’s clean, well-sectioned and easily scanned for points of interest in a few seconds. (Sign up here to try it yourself to get an example of what more news organizations should be doing.)

But last week, I accidentally got the email twice. Oops.

I didn’t throw a fit or stomp my foot or unsubscribe. Instead, I simply read the content in one email and deleted both, moving on to the other 123 messages I had in my inbox.

As marketers, we tend to overthink and worry for our customers and clients a bit too much at times. “They got sent an email twice? Fire whoever did that!” In reality, I’m guessing 99.9% of the users did the same thing I did, because ultimately we have better things to do than worry about why we got an email twice.

If you repeatedly batter your recipients’ inboxes with mistakes and errors to the point they want nothing to do with you, that’s a problem. But the point is that mistakes happen and by the time you’re thinking about sending out an apology for the two emails that went out, the end user has moved on because it’s not that big of a deal.

They don’t care and if you asked them a month from now if they got two of the same emails, they’d probably couldn’t recollect what you’re talking about.

Just something to think about next time something you view as catastrophic happens. Take a step back, breathe deep and realize that in the long run, to err is human. Don’t beat yourself up over it.

Josh Nason handles Account Management and Support for SendLabs, a full-service email marketing company in Manchester, NH.

Josh Nason is the Inbound Marketing Director for SendLabs, a New England-based email marketing software company with great customers across the street and around the globe. Follow him at @joshnason and @sendlabs.


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