Last month I shared about trying to do a simple thing with Klaviyo (the email platform I manage for clients).
I simply wanted to export a list of customer profiles. Something Klaviyo supports. And shouldn’t be a problem at all.
But I was getting this cryptic message:
“We are temporarily unable to load the list of profile properties in your account. Please try again or contact support.”
This is the second part of that story…
After their support staff replied to tell me I needed “admin” permissions, and not just “manager”…
I replied rather directly:
From a UX perspective the error message was completely awful. It implied there was a temporary error happening at Klaviyo’s end that was causing the error. Especially with the “temporarily unavailable” bit.
Can I suggest it simply say something like: “Sorry, the Manager role is unable to export CSV files”. And then maybe include a link to see the various role permissions.
Now…
I’m usually mild-mannered Chris.
But I DID want to get across that this was a painful experience as a user of their software.
I mean…
I’d wasted two days waiting for the problem at their end to be fixed. And turns out it’s just a totally misleading error message.
The helpful Klaviyo support person did send a reply to close things off, saying:
“I am happy to share this with our Product and Development team for consideration in future product updates as I do agree the error message could be more helpful here.“
Understatement or what? 😑
At least they weren’t in full-denial mode like I’ve experienced with other “helpdesks”.
Ever had that?
You’re like:
“I’m dying here!”
And the support person replies:
“Thank you for contacting us. Please enjoy dying quietly. And don’t hesitate to contact us if you need help in the future.”
So… kudos to the Klaviyo person for at least having some empathy.
I do hope the message is passed on.
Now, as as freelancer… if you happen to be talking to a prospective client about something you notice on their website (for example) …
I’d probably not use words like “awful” when letting them know about a typo or nonsensical sentence.
Because — more often than not — a business owner will have written things themselves.
And going in with guns aimed at their “baby” probably isn’t the best relationship-building approach.
But talking to prospective clients is always a must.
You need to sell them on you. And the solution you offer for their problem(s).
This can be nerve-wracking. Particularly if you’re starting out.
It’s one of those things you just need to go through.
Learning sales skills. And putting yourself out there and getting experience.
If client conversations are freaking you out. And you’d appreciate gaining clarity and confidence in this area…
I have 2 coaching slots left this month. If you want to book one… reply and let me know what you’re looking for. Currently it’s an introductory price of 50-dollars. (Insane, I know!)
Hope you don’t have any stoopid error messages slowing you down this coming week.
Freelancing forever!
Ready to build your email list? Go here…
EmailForTheWin.com
Chris Milham