Many years ago, I created my own little webpage. It was fun. I had my space on the web waaaaay before e-commerce sites popped up. I remember contemplating as I ordered from a Victoria's Secret catalog and wished it could be easier and faster, Should I offer to do a website for them? Oh how times have changed!
Now most of my shopping is online. I switched to avoid the hassle of in-person salespeople. But the hassle somehow got a password for the internet.
Me and brick-and-mortar retailers aren't really friends. I hate walking into a store and having overly cheerful (or obviously uninterested) people trail me around, jostling for position to earn a commission. I despise when employees pop out of the woodwork at every aisle in the office supply store, "Ma'am, can I help you find something?" Typically their psuedo-friendly-helpful gesture jolts me out of my own thoughts; I end up forgetting where I was going or what I needed to buy.
I love how Lowe's has little help stations strewn throughout their warehouse. If you need help, it is easy to find! If you don't need help, you don't have someone breathing down your neck trying to secure your firstborn.
Initially, online shopping got rid of these nuisances for me. I could browse through products at my leisure, and even take a break if I had to. No dashing out of a store to find the nearest mall bathroom! I could identify a product that I thought I might like, but comparison shop or take some time to really contemplate the purchase - no pressure! Once I bought, I knew I wanted it and had gotten it for a good price.
But things have changed.
First, it was an unobtrusive "chat box" on a website.
This is sort of like the Lowe's help-desk theory: if you need live help, it is available! But otherwise, there is no need to initiate a chat. This is great for folks like me who hate the telephone, but who might want to ask a question. It is easy to just pop into a chat and get the help needed. If there is any pressure, it is easy to just close the browser and go shop elsewhere. No need to perfect a "stomping out of the store" stance, only to run into that same employee later at the mall's fro-yo shack when she's on her break.
Then, it was the pop-up chat box.
This is annoying. It is calling attention to the WE HAVE CHAT. It is the same as those employees who pounce the instant you walk into their department. It is usually easy enough to close off the box, although some companies have done the confusing "Click 'cancel' if you want to return to the chat" pop-up, which takes an additional click.
And now, the darn online retailers are phoning me at home.
It started with the carpet cleaners: "You booked our service online, and now we'd like to schedule your next service!" Hello, if I liked scheduling service over the phone, I would have done it that way originally. Send me an reminder email.
But yesterday, a pet supply store phoned me. "We have your records here and it shows that you are due to order more product." In this case, their "records" neglected to see that since I had bought two of the 12-month supply, I'm not due to order more until 24 months after my order date. (Bonus points for noticing that I had purchased a 6 month supply prior, and ordered my additional 24 months only 4 months into the 6 month supply.) Math is fun! Send me a reminder email.
I understand what they are trying to do: it is harder to say "no" to a live person than it is to simply delete an email.
But that is exactly why I went to online shopping in the first place. Fortunately, there are enough sites out there that will let me shop in peace. And those will get my business.
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Disclaimer: I mention Victoria's Secret because it is a true story. I mention Lowe's because I like their help desks. Neither brand paid me to write this post.
