Last week I got a postcard in the mail. I love junk mail because I’m a copywriter and I love to dissect direct mail pieces and think about what I would have done differently if I were the writer or a member of the creative team.
I save the best and worst pieces of junk mail I get in a special folder in my filing cabinet.
The postcard I got last week was shocking. I’ve blacked out the name of the company because I don’t really think I need to go there, but I will say it’s a company that’s been steadily going in the toilet from what I’ve seen and experienced over the past ten or so years of dealing with them. I will quite often go out of my way not to deal with this company these days because the customer service is horrible, the prices are much higher than their competitors and they charge a special fee when you pay cash instead of charging your purchases to an account…but I digress.
Maybe you received this same postcard in your mailbox and didn’t pay attention to it. This is the front:

Let’s examine the message.
First of all…I feel a bit cozy because I always like hearing that I’m a valued customer. This company wants to help me start my year off right by offering me 10% off my next purchase of $100 or more. Wow! (Strong headline – very important)
Notice that big huge 10% off? Kinda stands out. And 10% off of $100 or more…I’m going to save at least $10 on something that will help me start my year off right. How great! (Draw attention to the discount, grab the reader’s attention – very good)
Now I better hurry because as you can see at the bottom of the message, the offer is going to be ending soon. At the end of the month. (Creating urgency, adding a call to action – terrific)
So I flip over the card to find out more and here’s what we see:

Pretty self explanatory. In a big blue box we see that we have a Bonus Offer Number to use when we place our next order of $100 or more so we can save 10%. Great! (Telling me exactly what to do – perfect)
But wait. Look at that huge paragraph of small print.
Let’s take a closer look:

Okay. There are some exclusions to this “any purchase over $100″ and it looks like as a valued customer, I’ve received a 10% coupon that I can only use when I buy more than $100 worth of bedding, clothing, shoes or a small kitchen appliance from this major department store. Oh wait. Maybe not, because apparently if it’s a “shop by phone” item that doesn’t qualify either.
My question as a consumer is:
Why did they bother to send me something with so many conditions? If this multi-million dollar company really values me, why do they have to make me work hard to figure out which items apply for this discount?
If I’m so valued, wouldn’t this company (which is a pain to deal with) try to lighten up and give me 10% off any order of $100 or more without such a huge list of exclusions?
My question as a copywriter is:
Why on earth did this postcard ever get to the printing and mailing stage? If there were so many conditions, wouldn’t it have been a smarter “marketing” move to let people find all that out after they already got to the website and picked the things they wanted and had made a decision to buy them before realizing they didn’t apply with their coupon? Cause then although they would have been pissed off, they still may have gone through with their purchase even though they didn’t qualify for the 10% off because they’d already decided they needed and wanted those items.
I don’t know. If you’re going to call such attention to the fact that your customers are only valued enough to get a 10% discount on a $100+ purchase on small ticket items like bedding and clothing then why bother with that postcard at all?
I can’t imagine who thought this was a good idea. If that were my postcard and I was being told by corporate to promote a sale on small kitchen appliances, bedding and apparel (which appears to be what applies in this promotion) I would have made it a big deal that with this coupon code you save 10% when you buy more than $100 worth of apparel, home decor and small appliances and played that up.
Then it would be a sale based on a positive – Look at what you can save on!
Instead of the current negative – Look at what we don’t want to give you a discount on!
But what do I know? I’m just a freelance copywriter working from a little home office.
I wonder how many other people saw that postcard and had the same reaction as me. A big belly laugh and a trip to the recycling bin. Well, in my case, it’s going in my swipe file, but if I was not a writing geek it would be in a blue bag.
What do you think?
Do you think getting 10% off, even with so many conditions, is a great way to start your year off right as they state on the postcard? Was it a good marketing move? A smart promotion?
Or are you with me when I say that I feel about as much like a valued customer as I do when they charge me $2 to pay cash?