Receiving Unexpected News from a Newsletter Subscriber

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SUMMARY

The forum discussion centers around a newsletter sender's response to a subscriber's notification of a family member's passing. The sender expressed feelings of guilt upon receiving the news but was reassured by other forum members that such notifications are standard practice when someone passes away. The sender took immediate action by sending a heartfelt apology and condolences to the family, demonstrating empathy and professionalism in handling sensitive situations.

PREREQUISITES
  • Understanding of professional communication etiquette
  • Familiarity with newsletter management practices
  • Basic knowledge of expressing condolences in written form
  • Awareness of subscriber management in email marketing
NEXT STEPS
  • Research best practices for handling subscriber communications during sensitive situations
  • Learn about effective email marketing strategies for maintaining subscriber relationships
  • Explore templates for expressing condolences in professional settings
  • Investigate tools for managing email lists and subscriber preferences
USEFUL FOR

This discussion is beneficial for newsletter creators, email marketers, and anyone involved in customer relationship management who may encounter sensitive subscriber communications.

kcjodih
kcjodih
Gold Member
Messages
3,391
I finally got around to sending out my July newsletter last night and I received this reply tonight.....

Hi there.

My name is ________, I am Vicki's youngest daughter. I just wanted to let you know that my mom passed away, so if you could please take her off your mailing list, that would be nice. Thank you.

Sincerely,
_________


How bad do I feel now?!?!?!?!?!!!!!
 
OmgOh goodness hun that's terrible. I would reply with your dearest sympathies and take her off your list and leave it at that. I know it's upsetting but you didn't do anything wrong. I have had dear ones pass on and received mail, phone calls and emails I am sure you didn't offend anybody.
 
Last edited:
kcjodih said:
I finally got around to sending out my July newsletter last night and I received this reply tonight.....

Hi there.

My name is ________, I am Vicki's youngest daughter. I just wanted to let you know that my mom passed away, so if you could please take her off your mailing list, that would be nice. Thank you.

Sincerely,
_________


How bad do I feel now?!?!?!?!?!!!!!
Click to expand...



Don't feel bad. Rennea's right, they aren't mad or upset at you. They are just telling you like it is, that is something you do when people pass away, you contact every bill collector, magazine subsription, etc.


I also sent you a PM about this.
 
  • Thread starter
  • #4
Thanks ladies! I did send an immediate apology and expressed my condolences. I had only met this lady once at a bridal shower last year. She lives in another town. I guess I was just in shock and immediately felt horrible. Feeling better now thanks to you both :D
 


Dear ________,

I am deeply sorry for your loss. My condolences go out to you and your family during this difficult time. I will make sure to remove your mother's name from our mailing list and any future communications.

Please know that my thoughts are with you and your family. If there is anything I can do to support you during this time, please do not hesitate to reach out to me.

With sympathy,
 

Frequently Asked Questions

What should I do if a newsletter subscriber expresses disappointment in my products?

First, acknowledge their feelings and thank them for their feedback. It's important to listen and understand their concerns. You can offer to discuss their specific issues further and provide solutions or alternatives that might better meet their needs. This shows that you value their opinion and are committed to customer satisfaction.

How can I handle a subscriber who wants to cancel their subscription after receiving unexpected news?

Reach out to them personally and ask if there’s anything you can do to change their mind. Sometimes, a simple conversation can reveal underlying issues that can be addressed. If they still wish to cancel, respect their decision and thank them for their past support. You can also ask for feedback on why they decided to leave, which can help improve your future communications.

What steps should I take if a subscriber shares negative feedback publicly?

Respond promptly and professionally to the public comment. Acknowledge their concerns and offer to resolve the issue privately. This shows other subscribers that you care about customer service and are willing to take action. Avoid getting defensive; instead, focus on finding a solution and maintaining a positive image for your brand.

How can I turn a negative experience into a positive one for my subscribers?

Use the feedback as an opportunity to improve your offerings or communication. Consider sending a follow-up newsletter that addresses the concerns raised, shares how you’re making changes, or highlights positive testimonials from other customers. This not only helps to rebuild trust but also shows that you value your subscribers’ input.

What should I include in a follow-up message to a subscriber who received unexpected news?

Your follow-up message should include an acknowledgment of their feelings, a brief explanation of the situation, and any steps you’re taking to address the issue. Additionally, offer them a special promotion or incentive as a gesture of goodwill. This can help to mend the relationship and encourage them to continue engaging with your brand.

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