Please remind me to buy something from them soon.
hand was hovering over the trash can ready to drop the annoying looking
form letter. What, did I owe Land's End money, too? But something stopped me. Maybe it was the ordinary nature
of the note--pathetically free of color or art direction. Maybe the
recognizable “Land’s End” brand caught my eye. But in just that one
second pause I made myself $100. Or saved it actually.
Land’s End is a well-known web and catalog clothier with retail locations in a number of cities. It sells shirts, shoes, shorts and beach gear to just about everybody except me. Apparently they were also selling plenty of things to my wife at their Rochester, New York store when we lived there. She remembers entering several Free Gift Card Sweepstakes. And she somehow thought it would be fun to enter my name as well. This seems to be the only time I have ever been lucky with such things, yet somehow I overlooked the notification of my "winnings." I probably threw the original gift card away without opening the envelope.
It turns out that Land's End is required by law to distribute gift certificates and cards or their equivalent cash within 6 years or the money has to be turned over to the state (Wisconsin, I believe). The number of the card they issued me showed up in their database as unredeemed. The form letter was addressed to my old Rochester address but enclosed in an envelope with my Knoxville address (hand scrawled by someone who had been "looking me up").
I got all this information after phoning the number provided. The helpful phone rep assured me that their letter was not simply some trick to get me to spend money. It wasn't designed to get me onto more mailing lists. No purchase was even necessary. They would actually send me cash if I wanted. Wow. Not only did they track me down to make sure I didn't lose out on a $100 gift certificate I never new I had, they were willing to give me cash instead. I chose the cash option. And I was impressed when it was automatically deposited in my bank account within just a day or two.
I understand that rules and regulations mandated Land's End kindly
behavior. But there was an earnestness to the letter and a high degree
to the lady on the other end of the line. These facts really
raised my appreciation of Land's End from a consumer perspective. It
also upped my opinion of Land's End as a retailer.
Customer service can be a powerful marketing tool. This fact is often overlooked by companies who will willingly spend millions on pretty commercials but then treat customers like garbage when they call for service or try to make a return. Land's End apparently believes that service can pay dividends down the road. I was never a buyer of Land's End products, usually preferring the company's well-known Freeport, Maine rival. But now I need some shirts and am thinking of paying a visit to www.landsend.com. And I'll probably spend more than $100 on the little spree.
Land's End lands a new fan
I got treated better by a company I never buy from than others I regularly frequent. Land's End's extra efforts to make sure I got the benefits of six-year old, nearly-expired gift certificate were truly impressive. More
A few suggestons for better brainstorming
Brainstorming sessions can be powerful tools for creating new ideas. Unfortunatley many of these turn into events which waste the time of those participating. These ideas can help you get useful ideas flowing freely. More
In one way or another, everybody plays with words. Here is a self-promotion piece that celebrates the most famous word game of all. Yes, some creative liberties have been taken with the stacking of words. Click for mailer
A famous ad turns 50
Volkswagen's early ads made a virtue of simplicity and economy in an era when America was obsessed about cars that were "longer, lower and wider." The first of these ran back in 1959. More