When the Value Add doesn’t add value
August 19, 2010 by jterryf
My wife and I recently moved and we selected one of the premier moving companies around. One of the added value items they promoted was a detailed inventory and tagging of all of our goods to ensure that they would all be safely returned. Sounds good – we let them take the extra time they needed (at our hourly expense) to catalog our stuff.
On move in day it all came unglued. They suggested that while we could take the time to check off every item they brought into the house it would probably add about 2 hours to the off loading time (again at our expense). We opted to save ourselves both some time and money hoping against all hope that all of our stuff was there.
So we bought their sales pitch partially on this basis of surety then had abandon it it because it just proved to be impractical. So while there was a promise of added value – it wasn’t really all that valuable. At least not for us – the customer.
In the end this was not a particularly good user experience. A promise is only valuable if it is kept – does your website keep it’s promises?
Advertisement
Like this:
Be the first to like this post.
When the Value Add doesn’t add value
August 19, 2010 by jterryf
My wife and I recently moved and we selected one of the premier moving companies around. One of the added value items they promoted was a detailed inventory and tagging of all of our goods to ensure that they would all be safely returned. Sounds good – we let them take the extra time they needed (at our hourly expense) to catalog our stuff.
On move in day it all came unglued. They suggested that while we could take the time to check off every item they brought into the house it would probably add about 2 hours to the off loading time (again at our expense). We opted to save ourselves both some time and money hoping against all hope that all of our stuff was there.
So we bought their sales pitch partially on this basis of surety then had abandon it it because it just proved to be impractical. So while there was a promise of added value – it wasn’t really all that valuable. At least not for us – the customer.
In the end this was not a particularly good user experience. A promise is only valuable if it is kept – does your website keep it’s promises?
Rate this:
Like this:
Posted in General Commentary | Leave a Comment
Comments RSS