Saturday, March 18, 2017

When Automated Customer-satisfaction Emails Go Horribly, Laughably Awry...

Last night, we had to take our Staffie into the ER at nearly 4AM. We were there to have her put down (due to her kidneys having finally, totally failed). Undoubtedly, in the coming days and weeks, there will be many more posts as I work through my thoughts on yet another loss of pet(s).

This morning, after getting back from dropping her body off at the cremation service, saw new mail notification on my laptop. It was an auto-generated email from our veterinarian's office. It finished out:

We look forward to seeing you and Cira again soon.

Yeah... Maybe your computers should be configured to "know" what services were rendered and whether it's appropriate to send that email.

Yes, I laughed, but it was through a flood of tears that were not happy tears.

Don't get me wrong, even (especially??) in euthanizations, customer-satisfaction is a great thing to try to capture. Just make sure that the tone and content of emails sent for such purposes is appropriately adjusted.

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