If It’s Not Actively Poisoning You, It’s “Friendly”, Right?
I was writing a money-back webpage for a major “eco-friendly” household cleaner brand. The client was explaining their refund process.
Client: “If a consumer wants their money back, they have to visit our site where they’ll download a printable refund form. We’ll give them an address where they can send their completed form, along with the original receipt.”
Me: “Wouldn’t it be easier to have them submit the form online?”
Client: “Well, honestly, we don’t want to make the refund process easier. That would result in more refunds.”
Me: “Right. But we are a ‘green’ brand, right? Seems odd that an eco-responsible company is asking consumers to print out a paper form and then send it through snail mail.”
Client: “Well, we’ve done this before and nobody complained, so it should be fine.”