Polle de Maagt

A no that still sounds like a yes.

By Polle de Maagt · First published · Updated · 2 min read

I asked the hotel for something it does not offer. The reply said so, and then promised to look anyway.

From
W Amman
Received
2020

Hello Polle,

Greetings from W Amman, We hope you’re having a FAB day.

Regarding your request, unfortunately we don’t have this service here at W Amman.

But we’re Whatever/Whenever so we will double check and get back to you ASAP

Cheers,

Why it works.

Model · 4 min readManaging expectations.Shows why delivering on expectations starts no conversation, and how going too…Not being able to help is not the problem. How you say it is.

The story behind this reply, and what the promise behind it does for W Hotels: W Hotels: whatever, whenever.

The series

Automagic: nine automated mails done right.

  1. An order mail that knows it is software.
  2. A shipping mail with a story.
  3. A person, the day after you sign up.
  4. A newsletter that unsubscribes you.
  5. An autoreply that manages expectations.
  6. An autoresponder that says no, kindly.
  7. A personal assistant that asks first.
  8. A cold sales mail with a bet.
  9. A no that still sounds like a yes.
What they share →

Collected on polledemaagt.com, first posted on 4 April 2020. The mail as I received it; order details, account links and names of private people are left out.

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Polle de Maagt

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