Can I vent a little? Do you mind?
More importantly, there are a few business lessons in this post for you as well (you know I’m always using these experiences as teaching moments, lol).
Whenever you promote something that (gasp) people have to actually pay for, you inevitably get a few unsubscribers from your mailing list.
No problem. This is a good thing. Never, ever worry about that.
Because you want those who begrudge you charging for your time, knowledge and expertise off your list. They just suck up space and create negative energy.
Who knows why they’re even on a business list in the first place because, um, business is about earning money after all. Or did they miss that memo?
I guess they should stop expecting clients to pay them as well, right? I mean, by their logic, we should all be doing everything for everyone for free all the time.
Oh wait, earning money and expecting to be paid only applies to them; everyone else is supposed to be giving to them for free. 😉
Anyway, I digress, lol.
Here’s what I really want to talk about…
So, I get this unsubscribe message from someone who writes about the ACA Industry Survey:
I shared confidential information for the questionnaire and was never offered a copy of the results. Sorry to go.
Here’s what I want you to know (because what a lot of these people like to do is turn around and badmouth you to others, mischaracterize things and spread incorrect information—or flat out lie):
- Our survey is confidential. We don’t know who you are when you complete the survey. You aren’t sharing anything “confidential” or personally identifying with anyone.
- If you have a problem with sharing your “confidential information,” why did you take the survey in the first place? You chose to take the survey, no one had a gun to your head. This is called personal responsibility.
- “Sorry to go.” That’s such passive aggressive bullshit. Because obviously, if you were genuinely and authentically sorry to go, you would have instead sent an email and made some polite inquiry. Business lesson: Don’t be disingenous. It’s not gracious. Get a backbone and tell the truth.
- I have no clue who the person writing is. She’s not someone who ever interacts or corresponds with me. I sort of get the impression she thinks I should know who she is, but here’s the thing. If you never open your mouth and speak to people on a regular basis (like on their blogs, forums, listservs, social networking, etc.), no one is going to remember you or know who you are. People can’t get to know, like, trust and remember you, much less build any kind of relationship with you, if you sit there like a bump on a log. (That’s another biz lesson, by the way.)
- I am always interested in making sure we do a good job and do what we say we will. So I went to investigate to see if I could piece together what may have happened. I put her name and email address into Aweber and she’s not on our current survey mailing list. Our survey page very clearly states (with several reminders throughout the process) that participants must sign up to the survey mailing list in order to get their free results report. If they fail to follow that step, they won’t get a copy. Simple as that. So, if it’s the current survey this person took, since she’s not on the mailing list, I can only assume that she didn’t complete the survey or the sign-up. Only you are responsible for your ability (or lack thereof) to follow directions or follow through.
- It occurred to me that maybe she was talking about a previous year and we archive those lists offline. So I went to the archives and was able to find her name and email—FROM OUR 2009 SURVEY LIST. So she’s waiting over 3 years to bring this to my attention now and wants to act like she was somehow wronged? Really?
- We keep meticulous records on this stuff, and our records show she was in fact sent an email from the mailing list back in 2010 with the download link to her free copy. If she didn’t download it, whose fault is that? Here’s how we do this: participants on the mailing list are sent an email with the link to download their free copy once the survey period is over and the report has been compiled. They are informed that they have X number of WEEKS (not days) to download their copy. They are told, in no uncertain terms, that the link will expire after that date and there will be no requests indulged after that point. We even send one or two courtesy reminders. The survey is a huge undertaking that takes a ton of time and energy. We have to automate and systemize in order to manage everything effectively and efficiently (another biz lesson). Plus, you have to keep in mind, this is a free service. It’s a big pain in the ass to be dealing with requests dribbling in the rest of the year from folks who didn’t follow directions in the first place. I and the people who help me in this endeavor have our own businesses to run and other things to do. We simply have to put these boundaries in place. So we spell out how things work, tell folks how to download their free report, give them a deadline with plenty of time to do so, and the rest is on them. If someone doesn’t download their copy or report problems in a timely manner, that’s on them.
Remember, (here comes more biz savvy) business requires policies and procedures, standards and boundaries.
As Administrative Consultants, reading, paying attention and being able to follow directions and follow through in a timely manner is our stock in trade.
It doesn’t say anything good about your competence or abilities if you can’t do those things.
We all make mistakes; we’re all human. That’s okay. But own your own mistakes and failures and learn from them. Don’t blame others for them.