Early Holiday Hunting
This past month I did a bit of holiday shopping online and by catalog. On the whole, my experiences were enjoyable, although I did encounter a few snags. I offer them here in case they’re instructive for other catalogers.
I’d been looking in The Sharper Image catalog at a foot massager as a holiday gift for my husband’s two hard-working aunts, but I was unsure about buying it. One day I got an e-mailed offer from The Sharper Image: Get
$20 off an order of $60 or more. “Ah!” I thought. “A perfect time to buy.”
So I clicked on the link that took me to the site, and I found the massager.
But when I dropped the item into a cart, the $20 discount that drove me to the site didn’t register—although the offer was emblazoned across the top of all of the site’s pages! So I abandoned the cart.
But I wanted that item, so the next day I called The Sharper Image. Keith, an efficient and polite customer service rep, answered before the first ring. He asked for my account number and source code from the back of the catalog I was holding, and I gave him the data. I ordered the massager and said I wanted to use the $20-off e-mail offer. He asked me for a source code for the offer, but then stopped and said, “No, Ms. Loyle, I can find that information for you.” Very helpful, that Keith.
He then made a cross-sell offer of half-off a piece of luggage that was supposedly on the back of the catalog I was holding (remember, I gave him the catalog source code). But when I turned over the book, there was an air purifier and a portable CD player pictured—no luggage. I didn’t correct him, though, because he was so polite—plus I didn’t need luggage.