If you want my money, please make it easy for me to give it to you.
I recently tried to renew my membership to a national organization. I tried to log in on the web site last week but found I couldn’t. At this point, I suspect most people would have quit trying to renew their membership. But, I tracked down the “Contact Us” and wrote a quick note to the Organization to ask how I could give them my money for another year.
When I wrote the administrator, I got this in response:
“If you were having trouble logging in, it’s because your membership expired on May 13th. If you were expecting a reminder email, I’m sorry to say that system on the website isn’t working right now. I think the website will assign you a new password when I process your new membership.”
Okay, so let me get this straight:
1. You didn’t remind me to renew my membership because the web sit wasn’t working
2. I can’t actually renew my membership because now, my log in isn’t valid.
3. If I want to renew my membership, I have to sign up as a new member and fill out all the forms (name/address/payment) all over again?
If you really want my money, you’ll make it easier for me to sign up.
This made me sit down and think about some of Bramble Berry’s policies that weren’t so helpful – I came up with a list of things that we can improve on – starting with our web site. One of the things that I’m ranting about with this company is that I have to enter all my data every time I order. The BB web site doesn’t save customer data either.
We need to change that. Thanks to this negative experience, I’m all over researching new shopping carts that will allow our customers to save their shopping carts to come back to and have a password protected account that remembers them.
It will be a long process but I’m sure it will be worth it in the end.
