When Automated Communications Backfire

Some businesses and organizations are so organized; they either have triggered digital communications set to launch or automated correspondence ready to go. But, what happens when they get ahead of themselves? They look a bit dumb!

Hubby and I have a home warranty insurance plan that covers all our appliances in case of repair or replacement. Well, the oven has been repaired so many times that it’s not worth it any longer. So, the insurer wants to replace it. Fine with us!

There’s only one caveat. The built-in space can accommodate only ONE brand and model – a Kitchenaid – the brand we’re replacing.

The insurer contracts with Sears, so we’re scheduled to have our oven replaced in late March when the unit is available. Last week, we received an automated letter from Sears.

Your new oven is running beautifully. So why take chances down the road? Protect it with a Master Protection Agreement for as little as $6.09 a month.”

The letter continues with the usual persuasive marketing copy. But, wouldn’t it have been more appropriate if the letter had arrived AFTER installation? Duh.

Check your automated and triggered communications every once in a while to ensure that the “right” actions are triggering the matching communication. Otherwise, your company or organization may look a bit dumb, too.

Has this ever happened to you? Please share!