I filled out a web form to find out if a time share place had better rates on a possible hotel stay than the hotel is offering for those dates. I sent the form in. I quickly got this back:
Oh! You decided to have a web form sent to an email address you don’t use anymore, and you want ME to take some extra steps to contact you. I wonder who at that company had that great idea. Nicole and Maddie? Their hosting company? Their web guy or gal? Who decided this?
These people are new to me. I don’t feel tied to them at all. So it’s easy for me to give up and disconnect completely. Additionally, I had no idea what their email address was. Abandoning an email account or changing your email address should be invisible to the user. I shouldn’t have any idea that anything has changed, especially on my first interaction with you.
Because what should really happen is both of the following things:
- Forward that old Yahoo or Hotmail email to your new email so you don’t miss emails. Why run the risk that you’re missing emails, and why assume that every person who contacts you will take the time to try contacting you again?
- Have your web guy or gal update your online form so that it sends to the correct email address that you actually pick up. Don’t show me how lazy your business is that you couldn’t spend $20 having a high school student change 50 characters of HTML so this form goes to the right email.