Understanding The Code Of Good Customers

, , , , | Right | May 2, 2017

(I am the customer in this story. A well-known cosmetic company is having another blowout sale on its website. It’s a rather inexpensive brand, to begin with, but this sale is amazing, so it’s really busy. Along with this, you can get a $10 gift card and a $30 set of brushes for $3 with a coupon code if you spend over $30. I can’t get the code to work, so I go to the chat function.)

Service Rep: “Hi, my name is [Service Rep], and thank you for choosing [Company]! What can I help you with today?”

Me: “Hi there! I have put the special on the infinite-color kit in my bag along with a setting powder, but when I try to put in the coupon code for the brushes and gift card, it won’t work.”

Service Rep: “I see that your current total in your bag is $36; you need to be over $30 to use the code. So you’re good there! Once you put the brushes in there, it will be over $60, and once you put the code in, you will see the discount.”

Me: “Yes, I have tried the code but it isn’t working.”

Service Rep: “Have you typed in the code correctly?”

(I go and try one more time in another window just to be sure.)

Me: “Yep. I tried just now and the brushes are still not showing up in my bag.”

Service Rep: “Did you actually add the brushes to your bag?”

A lightbulb goes off.

Me: “Oh, dear God. I am that customer. Yes, I thought they would magically appear in my bag. You can feel free to laugh at me now. I am so sorry I wasted your time.”

Service Rep: “It’s not a problem! Trust me, you are not the only one; it seems to be quite complicated.”

Me: “I got it to work now that I put them in the bag. Thank you again, and I hope you have a fantastic day!”

Service Rep: “Thank you for figuring it out so quickly. My day will be awesome in 15 hours, 4 minutes, and 33 seconds. Thanks for choosing [Company]!”

(That time she mentioned was the exact time ticking down in the corner of the screen… of when that promotion would be over.)


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