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1800 Contacts Form Letter Fail

John Doherty —  July 18, 2011
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I understand that we all make mistakes and emails get sent too early. What I don’t understand, however, is not sending an apology email.

The other day I received an email from 1-800-Contacts, who I have ordered replacement contact lenses from before, that clearly was sent too early. Here is the whole email. Check out the title!

As you can probably guess from my intro, I’ve received no apology email from 1-800-contacts for this sent email.

A good example

A few months ago I received an email from Hootsuite that was sent out in error. Here is the apology email that was sent out that gave me more respect for Hootsuite:

Thanks, Hootsuite! This email served a couple of functions:

  1. To apologize for spamming my email; and
  2. To build goodwill that Hootsuite is willing to admit their mistakes.
This, ladies and gentlemen, is exactly how it should be done.

John Doherty

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I'm the Senior Marketing Manager of HotPads.com, based in San Francisco. Previous to Hotpads I worked at Distilled for 2 years as an online marketing consultant. In my spare time I shoot lifestyle photography, ski, rock climb, and update my Twitter and Google+ accounts.