So You Sent Your Email to the Wrong Group… Now What?

Last week I received an email from Marketo about a social media event in my area. The only problem was that my area is not Hoboken, it’s Denver. A short time after the email was sent, I received a follow-up from Marketo apologizing for the previous email.

On occasion we all hit send before we are really ready. Suddenly we are thrown into panic mode as we try to correct our error. Here’s the good news… everyone does it at some point. I have received missends from major retail outlets, worldwide banks, and small businesses. The key to the mis-send is in the follow-up.

When you find that you have mis-sent, follow these steps to cover the damages:

  1. Take a deep breath. (Really!)
  2. Do some careful research to find out which list(s) the email was sent to.
  3. Once you know who you need to write to, draft a short email apologizing for the error and giving further details. (See the example from Marketo below)
  4. Proofread! You don’t want to be the guy who sends a poorly written email after the mis-send.
  5. Move slowly through the steps to sending your email. Take a breath at each step and confirm you have the right group and the right email selected.
  6. Send away!

As I said before mis-sends happen to the best of us. If anything, they are an excellent opportunity to show your humanness to your customers. In the case of Marketo, I was really bummed their event was in Hoboken and not Denver. If they do bring it to Denver, they already have one excited attendee.

About Audrey Howes

Audrey has been an active member of the Swiftpage team since September 2009. Audrey manages Social Media and special projects with her marketing know-how and design expertise. When she’s not working you are likely to find her enjoying time with her family in the mountains near Steamboat, going for a run, reading a good book, being goofy with her kids, or savoring a latte in a local coffee shop.

One Response to “So You Sent Your Email to the Wrong Group… Now What?”

  1. Hi Audrey. You made some really good points about covering the damages of a mis-send. I am from the Marketo marketing dept. and we definitely strive for accuracy and relevancy, but we all make mistakes. I’m glad we were able to maintain your excitement for the event (we’ll definitely be in Denver in August!).

    I think your 2nd point is really important. You don’t want to send the apology note to people that were in the correct list. So the manual review is essential to avoiding a “second strike”. Another piece of advice I’d give is to let your manager(s) know of the mistake, come with a solution, and execute. It’s worse to hide things hoping cover it up, because word will get around, so you want to take accountability up-front and amend.

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