In baseball, three strikes means you’re out.
In March of 2009, I published a post to this blog titled Why NOT TheKnot.com, in which I explained how poorly and unprofessionally I had been treated as an advertising vendor with their website (read the first two paragraphs of that article for the cliff notes). I then sent that article to both my sales representative, and The Knot main email, hoping that someone there would be concerned with a concept called “customer service”, and reach out to try and rectify the situation. I got no response.
Strike Two – About a year later, I got a call from a Knot employee, saying “I understand you used to advertise with The Knot, and I’d like to know if we can earn your business again”, to which I politely replied, “Let me send you something”. I forwarded her a link to the article I wrote. I never heard from her again.
This week I got yet another call from a Knot representative. He essentially introduced himself with the same “can we earn your business again” line, and went on to say that something like 80% of all brides register with The Knot. I’m not sure how they come up with that statistic, but regardless of it’s accuracy I can’t soon forget their utter disregard for me as a customer in the past. I joked with the man, who was very pleasant, and when I offered to send him a link that might better explain my position, he gave me his email address and said he would be happy to read it and see what he could do.
This was his response.
Thanks for taking the time to share your thoughts and concerns with me.
Whereas, I don’t fully agree with all your thoughts, it appears that there were some legitimate reasons for concern.
I’m sorry an amicable resolution could not be reached between you and The Knot.
Best of luck with your future endeavors.
Might I add this representative’s job title was listed as “Client Relations/Account Executive, The Knot Inc”.
So strike three. Three times I brought my case to the attention of someone at The Knot, with the first two being ignored completely and the last one apologizing (the first apology I’ve gotten from The Knot), yet taking no action. So much for client relations. As for which thoughts he didn’t agree with I have no idea.
It would seem that no representative at The Knot saw this as something to be escalated to a superior to be handled. Since The Knot has not replied to or denied any of my claims, I can only come to one conclusion… They just don’t care. They don’t want to earn my business nor provide any service of value (certainly not customer service), they just see me as a potential sale.
The Knot simply doesn’t care.
But their lack of concern isn’t limited to the vendors who spend money to advertise with them. Their indifference extends to the brides who frequent their website, read their magazine, and trust them as a reliable resource. In April of 2009, I published another article titled Untying The Knot, in which I discovered The Knot not just featuring, but endorsing vendors and services that were less than scrupulous.
As I said before, The Knot is not in the business of helping brides find reputable services or helping wedding vendors get more business. The Knot is in the business of making lots of money, and selling an infinite amount of overpriced advertising which becomes more and more diluted by the day. The representatives statement that 80% of brides sign up for The Knot – although highly unlikely and impossible to prove – means very little. Yes the site [currently] garners more traffic than other wedding websites, that doesn’t mean they ever go back. Of the brides we have spoken with, roughly half of them claim to have ever gone to the site, with the other cannot remember if they actually signed up, but say they did not use it as a primary resource for any of their wedding services.
So vendors, don’t be dazzled by their statistical propaganda, and brides, remember that the trusted Knot will endorse any company, regardless of their reputation. Do your own research, it’s all out there on the internet.
As always, I invite any one of The Knot’s management or higher-ups to respond.
Cutting Edge Entertainment