I had a great conversation with John Von Achen yesterday about “experience”, among other things. John and I had not talked before, and I have to say that I was totally impressed that he did do some research on me prior to our business call. How do I know that he did his homework? Because we actually talked about several of my posts that he read and his thoughts about them. BAM! That is how it is done folks.
Two of the posts that we talked about were the accounts of my ditching a couple of companies who probably wouldn’t know how to deliver a great experience if it hit them in the face. One of them is Infusionsoft.
If you read my follow up story, you know that almost 3 weeks after I posted about my negative experience with Infusionsoft overall, a marketing manager reached out to me to try and smooth it over. He told me that my money had been refunded, and oh, pretty please, would I take down my original post? I didn’t.
In the last few days, I have been working feverishly to update content for my next Mastering Social Selling course (thanks LinkedIn for the constant changes), so I was thinking earlier today that I needed to create a blog post.
And Infusionsoft delivered right on time.
I’m so over these people that I’m including names and all. You might think that I’m dogging Infusionsoft, but I promise that I’m not. They just seem to be so ridiculously clueless about how their business practices are harming their brand that I have to continue to report on the saga.
Imagine my surprise when the email below showed up in my inbox today.
Before you read it, I want to point out that this is EXACTLY why companies must be super careful about their use of marketing automation systems. The yack about Big Data is all the rage. Problem is that companies have the data, but they are not using it smartly.
Companies SERIOUSLY need to walk in the shoes of their customers. This dude has no idea why I left Infusionsoft, he clearly knows zip about the posts I’ve written about them. I’m just wondering…does anyone talk to each other in that company?
OMG – I’m going to have a bloggers field day with so many aspects of this email later, but for now, I want you – my peeps – to read it and comment.
This is the email – from the Co-Founder no less – in living color and unedited. Prepare yourself, this marketing pitch is 782 words long!
“Subject title: Co-Founder of Infusionsoft about your cancellation.
It’s Scott Martineau, co-founder of Infusionsoft.
I know it’s hasn’t been long since you left Infusionsoft (and you probably aren’t used to getting too many emails from companies after you’ve decided to part ways), but thank you for taking a couple of minutes to read this email.
To get to the punchline, I would like to offer you a professional marketing and/or strategy coaching session if you will give me an hour of your time. If you would like to take me up on this offer please indicate your interest by clicking this link.
If you would like to understand why I am offering this to you, please allow me to give you a little background…
When Clate, Eric and I started Infusionsoft 10 years ago, we set out on an impossible mission. Our goal was simple: To build a company that would revolutionize the way small businesses grow.
The first few years were pretty challenging. We were awkward, clumsy and dead broke. I like to say that we were either too stubborn or too clueless to quit.
But we didn’t quit.
We kept going and slowly started to mature. Every month that would pass, we’d make small improvements in what we offered to small businesses. But most importantly, we created a company that–at its core–cares about small businesses. (There is no another company on the planet that cares more about helping small businesses grow than Infusionsoft.)
But despite our efforts and improvements, we don’t always do things right. We still screw up every day.
Not too long ago you were pretty pumped up about what Infusionsoft was going to be able to do for your business, and that’s why you took a chance with us. But somewhere along the line, we failed.
And so, there are two things I want to tell you today:
First, Thank you so much for giving us a shot, and I am sorry we have not delivered for you.
Second, I still haven’t given up on you. The thought of you leaving Infusionsoft right now is too painful for me, so I’d like to extend an interesting proposal to you.
I recently hired some select coaches for the Account Management team who know their stuff. I’m not talking just about “how to use Infusionsoft”, but they really understand the keys to great marketing strategies.
Not too long ago I had a customer call up who hadn’t made much progress with the software and was thinking about quitting. I had one of my coaches from the Account Management department call the customer back and spend some time talking about their business. As it turns out, the customer had a ton of potential to use Infusionsoft, and the coach was able to help him identify the exact path to take. A few calls later and the customer was on fire!
It didn’t take long for us to realize that these specific coaches we hired have a unique ability to help customers who just haven’t been able to make the progress they had hoped to make. Check out the comments customers have made after meeting with our select coaches:
Responses these specific coaches have been getting from customers
So here’s what I’d like to do.
If you are open to it, I’d like to provide you with access to a specialized coach for 45 minute coaching session. I can’t afford to provide this service to everyone for free, so please do not tell anyone about this… but I just can’t stand the thought that you’d leave us now without seeing if there is some way these special coaches can help. Again, you must see what they have done for others.
If you meet with one of these coaches and still decide to cut ties with Infusionsoft, you will have lost nothing. I think it is more likely that they will help you to accomplish your original vision that you had when you signed up for Infusionsoft.
What do you say?
If you’d like to take me up on my offer, please click this link.
Note: In order for these coaches to work with you we will turn your account back on so they can work with you in your account. As mentioned above, if for some reason you decide it still doesn’t work for you then just let the coach know and he will close the account again.
If you decide not to take me up on my offer, I hope you will not completely close off the possibility of coming back to Infusionsoft some day. We sincerely want to help you in your business!
Co-Founder and VP of Demand Gen”