The Joys of a Scott Richter Moment

Feb 24th

When I went to sleep last night all was well. When I woke up my inbox was exploded with angry emails about people getting dozens and dozens of emails from us...in some cases perhaps almost 100. Since we put the new design live on the site I think people are more receptive to it. And there are not many Drupal websites which have more registered users than our site does. The combination of improved usability (in some areas, still working on others), better design, and a fairly strong rate of growth in popularity have caused us to hit a bit of a breaking point.

Some of the plugins for Drupal work solidly up to a point. But everything has limits. Servers, software, etc.

When you use technology sometimes it breaks. And never at a good time!

We were getting ready to fully launch our membership site publicly, but we just had a bit of a meltdown.

I think what happened was that our autoresponder was emailing the first x people & then it would reset without ticking that the day was done and those same people would get pounded with the same exact emails again. That cycle sorta looked like this

We are still troubleshooting the autoresponder issue to fix it, but while we are troubleshooting it of course we have to turn it off. (The first step to fixing any problem is to stop digging & stop making it worse)!

But while the autoresponder is turned off, it breaks the autoresponder unsubscribe links.

So it is a pretty crappy deal no matter what we do. Even if we used something like Mailchimp going forward, it still wouldn't fix the issue from yesterday.

Lose/lose, so you get to see the rudest behavior in the world and chastised. Fun stuff. If a person is intentionally sending email spam of course they would vary the message, not do it from an account that they actually answer replies on, etc. But people assume the worst because most people get burned by scammy get-rich-quick stuff before they find their way to quality SEO information.

Anyhow, the autoresponder is off until we troubleshoot it. Sorry about the bulk emails. And I can only imagine what Scott Richter's inbox must look like! Lucky for him he doesn't actually read it. ;)

We run a fairly lean business & rely on giving away a ton of stuff to do our marketing for us to attract customers. Rather than bulking up on sales staff we decided to be lean and efficient. If a person wants a sales call to try to squeeze a free consult we say no thanks. This model has worked decently well for us, but whenever anything breaks it sucks because we don't have tons of slack built into our business.

The bright side of the issue is this: even though a minority of people who responded cursed, most people were actually surprisingly polite given how annoying that autoresponder repeat was. And while there are all sorts of food riots in the Middle East & countries collapsing, I feel a bit lucky to have myself as my biggest problem & to be able to run a site with so many great members who give us the benefit of the doubt when I shoot myself (and everyone else) in the foot. ;)

Thanks guys!

Published: February 24, 2011

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