Early last week I was doing some online shopping when I ran across an intriguing site. Predictably these days, when my mouse pointer floated over a graphic I triggered a pop-up which offered me 20% off my first purchase, in exchange for my email address. Because I was considering a purchase anyway, however, that seemed like a win-win to me, so I entered my address and almost immediately received a coupon code in my inbox.
Because there were variable site offerings, and because I was buying for more than one person, I then spent time over the next few days plotting out my best use of the coupon. It wasn’t rocket science but it did take some planning, and as the weekend came to a close I felt confident about placing my order in the next day or two. But….
Before I could get to that today — Monday, less than seven days since I received the coupon code — I received a follow-up email from the site, letting me know in a good-natured but calculated way that my coupon code was about to expire. When I scanned the email, however, then read the email in detail, nowhere did it actually tell me when the code was going to expire. So not only was I being threatened with loss of the coupon code less than a week after I first visited the site, but I was being motivated to act — in a good-natured but calculated way — by the withholding of information that the site could clearly have passed along.
Now, I don’t know who thought that particular timing and messaging was the right way to engage with a prospective customer, but I am here to tell you that it was the wrong way, which is why I will not be spending between a hundred and two hundred dollars on that site. And I would have told that to the site owners themselves, but on closer inspection they don’t even have a contact page or email address, which not only seems pretty sketch but more than a little hypocritical. On the positive side, if you’re thinking about starting an online business yourself, and you can avoid acting like a remorseless extortionist, I think that will significantly increase your odds of success.
— Mark Barrett



