Forums: Discussions for entrepreneurs and small business.

I am amazed.  We  suddenly... seemed like we were a little slow online, and we worried about everything that is going on.  So we posted a special online.  It`s all over our website, meaning our customers could not miss it, but I`m finding that most are ordering without using the discount code we`ve offered.. A Lot of the orders are from regulars, that`s why I`m wondering if they are worried about us.  We are fine, but I find it interesting to see what is happening. Most of the time our customers take advantage of our specials.

Janie, as strange as it may sound, I think they sometimes just miss it, especially the "regulars". They know exactly what they want, what they are doing and when to click and don`t even see it. At least that is what happens with us. Most of the time, as they are exciting, they see one of the notes and then email and say "Crap, I missed the special, can I still get my free mix". . .LOL

Why not offer the special through the shopping cart? I know that when I buy something and go to check out, if I see "Hey, this is on sale! It`s your lucky day, we just took of $x.00 for you!" I get excited :-)

To me, it`s as though the company really and truly is watching out for my best interests, rather than "buyer beware." That keeps their name in my mind, and I`ll tend to actively look for them the next time I need the product.

Pam, I agree with you.  And I have, at times, had customers tell me that they forgot to put the code in. And of course I discount it then!  I love happy customers! But this time I thought the discount was just, on the home page, thinking maybe regulars just have a favorite link to the store. But it is in the store too, as clear as can be. If you missed it, you`re just hurrying to buy your jerky or you don`t care, or you forgot, ...but how much else should I do?. Did you see our discount on our site Craig? I`m not sure I agree with you , so I`d love to hear others thoughts too.  Most of our specials are offered, through our specials/newsletter to our subscribers and we always have a great response.  Sometimes just to change things, I put a special on the web, for anyone to take advantage of.  If it is something that we are offering that is so clearly there, why should I have a `check out feature` that gives it to them, no matter what, in the cart? I have many customers that continually do this without taking a discount! I am not being devious in anyway.  I am offering anyone that comes to our site a very simple way to get a discount.  It almost seems like you`re saying, I am going to give you a discount whether you want one or not.  That`s kind of silly. Honestly what I see happening is that the large orders being placed, do not take a discount.  Maybe they have the money, maybe it`s like people that don`t bother with coupons, but I no longer chase down my customers to remind them.  Years ago, I would email everyone that placed a military order that I gave them our 15% military discount, but that sort of seems silly when I keep getting orders and they still don`t take it, over and over.  Also, we still process all of our orders through quick books, but if we had a payment gateway that directly processed them, we would have more of an option to give them an automatic discount at checkout, or the transaction would be processed as they ordered, without it.  I am "HUGE" customer service and making my customers happy, but do you understand what I`m saying?  Maybe I`ll try you`re pop up discount sometime, if my cart supports it as, as you say as a nice surprise, but I do think I offer my customers great discounts anyway.  And I have not raised our prices since I started online.  More sales volume makes it easier to offer those discounts at times. Growth is a good thing.

Okay, makes sense to me; particulary the "chasing down customers."

We had an order come in for 7 flags, but the customer paid for 8 flags. We emailed them twice, tried to contact them, but they never responded. We already had been paid, but they aren`t a PayPal member, so offering a refund for the extra flag payment would have been problematic. We finally decided that with two solid attempts, they`d apparently had no problem paying a "flat fee" for the flags, and didn`t care all that much about the dollar amount.

I think for anyone with a heavy concern for customer service, it`s bothersome when people don`t take advantage of a discount. But, as you`ve also said, a whole lot of people really and truly don`t have to concern themselves at all about the price. They only want the item, and to know that it will arrive.

Thanks Kathy, as I said,that is usually the way I offer discounts,through newsletters, which works very well.  So, I understand what you and Craig are both saying.  Guess we better ask Roland abut how it`s working or not,the way it is on the site. Roland?? I guess I need a response to the feedback I`ve gotten. Can we do something that makes it easier for our customers?

Thanks Craig, glad you get my point!

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