And it hurts a tiny bit when we aren’t. Right?
So, when I went to Amazon the day before the launch of the Kindle Fire to check on the status of my order (which I was super excited about), and saw this graphic – I thought “Woo! They are shipping them early!”
Then I went and checked my order status, and what to my wondering eyes did appear but…an unshipped Kindle Fire. A still-cancelable because it wasn’t in the shipping process yet Kindle Fire.
I am an Amazon Prime member. I pre-ordered my shiny new gadget on October 11th. I am SPECIAL. Yet, apparently I am not.
Now, I know that they probably had people who ordered before me. And they are special, too. Or at least THEY think so. But my “Woo!” faded away pretty quickly. And then I was disappointed. Why were they advertising that they were shipping when my order was not yet shipping?
Around 11PM that night I received a message that my Kindle Fire was shipped. If I hadn’t checked the site earlier, I would have been psyched that it shipped the day before the launch date. But I was already feeling oh so un-special – so the “early” notice was a little too late.
All Amazon would have had to do to avert my evening of un-special-feeling-ness would have been to hold off on posting that “Shipping Now” graphic until the next day. One day.
I am sure they wanted to start capturing the crowd that doesn’t like to wait-list. I get that. And they probably sold a ton of low-priced tablet hybrid thingamajigs that night.
I received my package right when I originally thought I would. All commitments were met.
But as shiny and fun as my brand-new toy is, it is still a little tarnished with disappointment.
How do you manage your relationships with customers so that you never make them feel un-special?