Exactly how stupid do some companies think consumers are?
Just as I finished writing this blog on how we, as a company, were committed to holding our prices, offering better value, and making products that deliver what they promise, I came across the opposite — a company that is now marketing an emery board made with ground diamonds and stainless steel. Because we all need one of those, right?
Maybe I’m the one missing something here. Maybe a trying economy, record-high layoffs and countless home foreclosures instilled — not a sense of value — but a sense of frivolous spending in consumers. Maybe rather than spend each and every hard-earned dollar carefully, shoppers want nothing more than to introduce their paychecks to the nearest toilet.
Something tells me it’s not the consumer who hasn’t learned their lesson, though. I have a sneaking suspicion it has more to do with ignorant companies who see the first signs of a recovering economy and interpret it as the green light to act like the past two years didn’t take place at all.
What’s wrong with the personal care industry that they appeal to obsessive shoppers with meaningless and overpriced products? If irresponsible spending were a drug, these companies would be the dealers. They make money off people’s careless habits.
We like to blame Wall Street for taking advantage of our savings and investments, but the consumer products industry should also share in the blame.
Let’s do what is right. Let’s develop and market smart products for smart people.
Donna,
Don’t get so upset! Irresponsibility and greed have long been components of our economy.Doesn’t everyone know that? An informed and educated consumer just laughs at diamond emory boards, creams and potions that claim to rid you of wrinkles, caviar cream that does wonders for your aging skin, or oil of whatever that will restore your skin to age 20-something. Ha! We smart ladies have learned to trust Dr. Obagi and tell anyone who will listen that Obagi works and does what it promises. If they’re smart, they’ll “get with the program.” If they’re not, let them eat caviar!
Good point, Pat. Probably no one will be fooled by such foolishness. I do believe that some companies make ridiculous products, or list them at ridiculously high prices, just for the promotional value. That’s what Neiman Marcus does with the fantasy gifts in their Christmas catalogue. Nobody really buys a crystal cupcake for $1000… but it generates a lot of buzz!
And you’re right–the brand loyalty to Dr. Obagi’s products are amazing–way, way above the industry norms–because they do what they promise.
I AM MOST NOT HAPPY HERE I ORDERED ALMOST 400.OO WORTH OF PRODUCTS WHEN I TALKED TO SUE ON THE PHONE WHEN ORDERING SHE COULD NOT DO ENOUGH FOR ME I WAS IMPRESSED. THEN WHEN MY PRODUCTS ARRIVED I THOUGHT GREAT BUT THEN THE SAMPLES WERE MISSING YOU KNOW I WANTED TO TRY MORE SO I COULD BUY MORE, SO I CALLED SUE BACK AND SHE WAS MOST RUDE TO ME SHE PRACTICALLY CALLED ME A LIAR REPEATEDLY SHE SWORE UP AND DOWN THE SAMPLES WERE IN THERE I TOLD HER NO BUT SHE KEPT GOING ON AND ON THEY WERE THERE I WENT THRU THE BOX 3 TIMES NO SAMPLES I MEAN HERE I SPENT CLOSE TO 400.00 AND THE LADY IS YELLING AT ME AND ACCUSING ME OF WANTING MORE I GOT SO FRUSTRATED I WILL NOT BE ORDERING FROM HERE NO MORE EVEN THO I LOVE THE PRODUCTS I DONT LIKE BEING SCREAMED AT ON THE PHONE AND BEING CALLED A LIAR OVER SOME FREE SAMPLES MOST UNCALLED FOR. I AM MOST UPSET . THANK YOU
Thanks for alerting us to your frustration with the Customer Service that you received. We work hard to take care of our customers, and I’m sorry that you were so disappointed. On behalf of the company, I apologize profusely.
Sue is one of the best “caregivers” that I know—and that’s one reason why we put her in charge of customer service. She works hard to take care of her family, her friends, the elderly–and that’s why I knew she would take good care of customers and meet their needs. She comes in early and stays late to make sure that everyone is taken care of. She takes her job very personally. Obviously, though, that wasn’t your experience.
Even if you choose to never do business with ZO again, we want to make sure that you feel that you were treated fairly. Sometimes, though, apologies and “do-over’s” are not enough. Shall we talk, so that you can air your grievances? One of the advantages of being a small company is that we can still give close attention to our customers; in fact, we try to bend over backwards.
Please give me a call (or email), and let me know your thoughts on how we can help.
THANK YOU FOR REPLYING SUE CALLED AND APOLOGIZED SAID SHE WENT AND AHEAD AND SENT ME OUT SOME SAMPLES SO WE SHALL SEE THANK YOU FOR YOUR TIME ANSWERING ME AND I STILL LOVE THE PRODUCTS BETTER THAN THE REST AND I HAVE NOT POSTED ANYWHERE NEGATIVE COMMENTS BECAUSE I DO LOVE THE PRODUCTS AND WHEN THEY RUN OUT I WILL REPURCHASE THANK YOU VERY MUCH CATHY WISEMAN I AM PLEASED AGAIN SORRY FOR GETTING SO UPSET
Donna,
Don’t get so upset! Irresponsibility and greed have long been components of our economy.Doesn’t everyone know that? An informed and educated consumer just laughs at diamond emory boards, creams and potions that claim to rid you of wrinkles, caviar cream that does wonders for your aging skin, or oil of whatever that will restore your skin to age 20-something. Ha! We smart ladies have learned to trust Dr. Obagi and tell anyone who will listen that Obagi works and does what it promises. If they’re smart, they’ll “get with the program.” If they’re not, let them eat caviar!
Good point, Pat. Probably no one will be fooled by such foolishness. I do believe that some companies make ridiculous products, or list them at ridiculously high prices, just for the promotional value. That’s what Neiman Marcus does with the fantasy gifts in their Christmas catalogue. Nobody really buys a crystal cupcake for $1000… but it generates a lot of buzz!
And you’re right–the brand loyalty to Dr. Obagi’s products are amazing–way, way above the industry norms–because they do what they promise.
I AM MOST NOT HAPPY HERE I ORDERED ALMOST 400.OO WORTH OF PRODUCTS WHEN I TALKED TO SUE ON THE PHONE WHEN ORDERING SHE COULD NOT DO ENOUGH FOR ME I WAS IMPRESSED. THEN WHEN MY PRODUCTS ARRIVED I THOUGHT GREAT BUT THEN THE SAMPLES WERE MISSING YOU KNOW I WANTED TO TRY MORE SO I COULD BUY MORE, SO I CALLED SUE BACK AND SHE WAS MOST RUDE TO ME SHE PRACTICALLY CALLED ME A LIAR REPEATEDLY SHE SWORE UP AND DOWN THE SAMPLES WERE IN THERE I TOLD HER NO BUT SHE KEPT GOING ON AND ON THEY WERE THERE I WENT THRU THE BOX 3 TIMES NO SAMPLES I MEAN HERE I SPENT CLOSE TO 400.00 AND THE LADY IS YELLING AT ME AND ACCUSING ME OF WANTING MORE I GOT SO FRUSTRATED I WILL NOT BE ORDERING FROM HERE NO MORE EVEN THO I LOVE THE PRODUCTS I DONT LIKE BEING SCREAMED AT ON THE PHONE AND BEING CALLED A LIAR OVER SOME FREE SAMPLES MOST UNCALLED FOR. I AM MOST UPSET . THANK YOU
Hi, Cathy:
Thanks for alerting us to your frustration with the Customer Service that you received. We work hard to take care of our customers, and I’m sorry that you were so disappointed. On behalf of the company, I apologize profusely.
Sue is one of the best “caregivers” that I know—and that’s one reason why we put her in charge of customer service. She works hard to take care of her family, her friends, the elderly–and that’s why I knew she would take good care of customers and meet their needs. She comes in early and stays late to make sure that everyone is taken care of. She takes her job very personally. Obviously, though, that wasn’t your experience.
Even if you choose to never do business with ZO again, we want to make sure that you feel that you were treated fairly. Sometimes, though, apologies and “do-over’s” are not enough. Shall we talk, so that you can air your grievances? One of the advantages of being a small company is that we can still give close attention to our customers; in fact, we try to bend over backwards.
Please give me a call (or email), and let me know your thoughts on how we can help.
THANK YOU FOR REPLYING SUE CALLED AND APOLOGIZED SAID SHE WENT AND AHEAD AND SENT ME OUT SOME SAMPLES SO WE SHALL SEE THANK YOU FOR YOUR TIME ANSWERING ME AND I STILL LOVE THE PRODUCTS BETTER THAN THE REST AND I HAVE NOT POSTED ANYWHERE NEGATIVE COMMENTS BECAUSE I DO LOVE THE PRODUCTS AND WHEN THEY RUN OUT I WILL REPURCHASE THANK YOU VERY MUCH CATHY WISEMAN I AM PLEASED AGAIN SORRY FOR GETTING SO UPSET