I Am Fascinating – Even My Hotel Thinks So

You know that age-old scenario with the man stuck in the labyrinth, who can’t find his way out? Well, there’s an online version of that—it’s the registration page that tells you there’s an error and you cannot continue, except the error is not with you, it’s with them

You know that age-old scenario with the man stuck in the labyrinth, who can’t find his way out? Well, there’s an online version of that—it’s the registration page that tells you there’s an error and you cannot continue, except the error is not with you, it’s with them.

Recently, I was shopping for a hotel in the San Diego area as I am planning to attend the DMA’s Annual Conference in October. Booking through the DMA’s site would ensure me a group rate, so I started perusing my options, sorting them by price.

One of the least expensive options was a hotel I had never heard of, but considering the property was only a 5 minute walk from the convention center, it was worth a closer look and the ad copy really intrigued me. Rather than simply extoling the hotel’s many features, I was given a peek at my life as a guest at their hotel: “When you are whisked up to your room, you’ll look out over the city, feeling like you belong here and that San Diego’s world is your oyster.” Sold! (Oh, and nice job getting me to picture myself as a happy customer.)

But then I began the booking process and a funny thing happened. After entering my guest details and confirming the rate and date, I was prompted to add my loyalty program ID number. Never one to pass up a deal, I clicked on the drop down menu to see if they would give me points with my favorite airline. Alas, my sole choice was the Kimpton InTouch loyalty program. Since I had never heard of it, I closed out of the menu. But it seems that InTouch was now selected, and I was unable to un-select it unless I put in my member number.

Abandon the transaction entirely? Another might have, but I—being the intrepid and inquisitive marketer that I am—jumped onto my second screen and researched the Kimpton InTouch program. (Did I mention I’m not one to pass up a deal?) It provided a simple registration form and the hope of instant use. But rather than getting a formulaic “welcome” email with membership number, a clever thing happened at the end of my registration process—a virtual membership card appeared on my screen, with my new InTouch loyalty number AND a downloadable V-card for Outlook. Genius!

In a split second, I downloaded and saved the V-card into my Outlook Contacts, and was delighted to know I would now have this number at my fingertips whenever booking with Kimpton again. And if the San Diego experience turned out to be as fabulous as promised, it was highly likely I would.

A simple copy from one screen and pasted to the other, and my booking process was back on track.

But what was equally interesting about the Kimpton InTouch registration form was this statement and request near the bottom of the form:

We love being fans and friends of our members. Please help us stay InTouch with you.

It then asked for my URL/Website/Blog and Twitter handle. Certainly this boutique hotel group was not planning to visit my company’s website and follow me on Twitter? Or was it?

It’s now a week later and Kimpton Hotels is not following me on Twitter, but for a brief moment I felt like the most interesting customer in the world. On the other hand, what is Kimpton planning to do with this information? Tweet me after my stay? Encourage me to tweet about my experience while a guest?

Check back with this column in October and find out. I’ll be impressed if Kimpton comes through with something that makes me feel like the most interesting customer in their world.

Surviving Email Errors: It’s About the Perception

Let me start this article with an admission: I hate typos. Further: I make typos. Yet, in this day of electronic, casual-communication devices used for texting and chatting, the boundary between business and personal communications has been blurred. As this casual style edges into our business correspondence, and marketing messaging, we run the risk of causing harm to both our and our brand’s image.

Let me start this article with an admission: I hate typos. Further: I make typos. Unfortunately, I also subscribe to the premise that to be considered a professional, you must sound like a professional. Yet, in this day of electronic, casual-communication devices used for texting and chatting, the boundary between business and personal communications has been blurred, and I believe we have become less sensitive to typographical errors and more receptive to text shorthand, even when the type of correspondence calls for something far more formal. As this casual style edges into our business correspondence, and marketing messaging, we run the risk of causing harm to both our and our brand’s image.

Despite my abhorrence for the misspelled word and my dependence upon editors to ensure I toe the line, my writing is seldom (perhaps never) perfect, and I suffer great angst on the occasions when I find a string of badly ordered letters hidden in plain sight within my writings.

Undaunted, my quest for the perfect content continues, and with good reason: The Web Credibility Project conducted by the Stanford University Persuasive Technology Lab found that typos are one of the top factors for which a website’s credibility is reduced. If this is true of websites, surely the same can be said about other content we marketers produce, including emails.

According to a University of Michigan and University of Maryland study on grammatical evaluation and social evaluation (opens as a pdf), in general, homophonous grammatical errors (e.g., your/you’re) affected judgment and readability more severely than typographical errors (e.g., teh) or hypercorrections (e.g., invited John and I), but all typos have shown to have a negative impact on how you and your organization is perceived, and how receptive your recipients will be to a message with a typographical error. Typos imply carelessness and irresponsibility, especially when you are creating content on behalf of your clients.

When You Err
Many marketers believe that when a typo makes it through, they should immediately issue a correction or apology, but this is not always the best response. You need to keep the gravity of the error in perspective and resist the urge to panic. Take an objective look at the error and evaluate how egregious the error. If the error is statistical data or other numbers, it’s likely more important to address it than if the error is a typographical error such as teh. Likewise, if the error occurs in your subject line, this alone can adversely affect your open rate, so sending out a second email with a new subject line may be appropriate. On the other hand, sending a second email might well be more than your recipients will tolerate, and the correction email could be marked as spam or elicit an unsubscribe simply because it came so closely on the heels of the first. A balance must be reached.

If you find that you’ve made a mistake in your email, take a deep breath and:

  1. Assess the damage. Evaluate the impact of the mistake. Ask yourself questions such as: How many emails were sent? How does the open and click-thru rate compare with other emails of the same type? Was the typo offensive? Will the typo cause a negative perception of our brand? Will the typo cause your customer harm or lead to misinformation? If the typo is a pricing error or incorrect date, it may have a far-reaching impact on your company, in which case a correction is mandatory.
  2. Choose an appropriate response. Once your assessment is complete, work with your colleagues and management to draft an appropriate response, one in step with the gravity of the error. If you do decide that sending a second email is called for, follow these tips:
    • Act quickly. In many cases, a speedy follow up will be seen before the original email.
    • Be upfront. Write a subject line and preheader text that gets directly to the point: You are making a correction.
    • Apologize, without excuses. Take ownership of the error, be frank, and say you’re sorry. Don’t belabor the point with excuses that may well come off insincere or seem as though you want to blame everyone but yourself. Use words such as “correction,” “oops,” or “we apologize,” so your recipients immediately know why they are receiving a second email so soon.
    • Improve the offer. If the typo is concerning an offer on which you cannot deliver, offer them something better.
    • Mind your brand. Be brand consistent, but self-deprecation or humor can be a good approach.
    • Reach out socially. Use your social networks to further acknowledge the error (especially effective with humor) and offer ways your constituents can reach you with questions or support needs.
    • Vet programmatic solutions. In some cases, and depending upon which email automation solution you use, hyperlink errors can be fixed programmatically. While you cannot change the text of the email once sent, be sure to speak with the support team to glean options for fixing the underlying link. If the typo is in the form of an incorrect image, you may well be able to swap the image so that any unopened emails will display the correct image. If the email has been opened but is later opened again, the new image should appear there as well. In this case, a correction will only need to be sent to those recipients who opened the email before you corrected the error.
  3. Monitor analytics. Once assessed and addressed, your email software should be able to provide you with ample analytics about how things went. Keep a close eye on the open, click-through, and unsubscribe rates—these are the best places to discern the level of damage done.

We all make mistakes in our content, but it’s important that we learn from them and learn to avoid them. Here is a collection of tips that may help you avoid the need for an apology altogether:

  • Write your email content in Word and use autocorrect, spell check and grammar check. It won’t be perfect, so don’t depend on it solely, but it can highlight possible areas that need a closer look.
  • Printed emails are usually easier to proofread and pass around for others to review.
  • Read the text aloud, preferably to an audience.
  • Have a child read the text aloud to you. Children are more likely to read exactly what they see since they are typically unfamiliar with the content.
  • Read the text backward, from end to beginning.
  • Send draft emails to a select group on whom you can rely to read the content carefully and thoroughly.
  • Reread and proofread each time you make changes. Many typos are injected after content has passed through proofreading and while you are making on-the-fly and last-minute changes. Resend your draft email to your test group after all last-minute changes have been completed.

It’s one thing to make the occasional error, but quite another to consistently send emails with errors. Each error will erode your customers’ confidence and thus, damage your reputation and this can be a lasting impression. When asked of their perception of companies who send emails with errors, people use words such as “careless,” “rushed,” “inattentive to detail,” “incompetent,” “uneducated,” and “stupid.”

Your email typos might find their way to the inbox of a charitable person who is willing to overlook your error, or to someone simply too busy to notice, but odds are a customer, colleague or [gasp] your boss will notice and will assume that you are careless or uncaring—neither of which is ideal for your continued employment.

If you are sending SMS messages or posting to your social media, you’ll find that these mediums offer a bit more forgiveness, and what might seem like an apology-worthy error in email is a simple snafu socially or in text messaging. Though the formats are forgiving, there is still a call for professionalism, so resist with all your might the urge to use text shorthand in any type of business message, regardless of the vehicle.

Your content sets the recipients’ expectation, establishes you as an authority, and validates your knowledge of the industry. Typos can change this perception in a heartbeat, especially when repeated. Take the time to ensure your content is error-free and you will continue to foster a positive relationship with your recipients—and look brilliant in the process.

As a matter of record, my worst typo was a caption for the photo of a three-star general’s wife, where I noted that she was a “lonely lady rather than the “lovely lady” the client described. What’s yours?