DON’T CONFUSE YOUR CUSTOMERS

Today I got two packages in the mail.

One was from someone I spoke with recently, and they said they’d send me something. It came in a sturdy, colorful envelope, it had their name on it, and the shipping label said “delicious ideas inside.”

The other was an item I ordered from someone I’ve followed on Instagram years ago. I paid $40 for this item. It showed up in a plain box, with a USPS shipping label, with no mention of the senders name or brand. It was sent from MERCH COMPANY, basically.

I realize this person has probably outsourced their order fulfillment to a third party. I get that.

But when you pay for-real money for something, the first thought upon picking up the package shouldn’t be “who is this from?”

When I got the package from the person I spoke with recently, there was no confusion, only delight.

Don’t confuse your customers.