I was doing a bit of online shopping this morning. Found some pretty snazzy socks on the Jonathan Adler site, worth $US56 for four pairs, and was stoked when the site (of its own accord) told me that they shipped to NZ – it recognised that I was from Aotearoa. What a clever site – figuring out where you are from, checking if they ship there, and then informing you without you needing to search for the information. Good one, Jonathan Adler!
Excited about my new socks, I went to check out and pay… at which point I was informed my total bill was $418.88! So, yes, they shipped to NZ… but for a price.. of $362.88! Making my socks cost about $US105 a pair. They were cool, but not that cool!
The lesson for businesses here? You will get major brownie points from customers if you can be proactive and helpfully provide information relevant to them, but just because you can doesn’t always mean you should… Always weigh up the pros and cons to the consumer to make sure you’re not over-promising and then under-delivering. It makes for a frustrating experience!