Groupon is a huge success story.
In fact it was recently valued at $25 billion which is way too high in my books but I am not going to debate ‘valuation’ in this post… I will save that one for later 🙂
Today I want to get a little rant off my chest…
You see my wife Coralynn is an avid “Groupon Shopper” and over the past year she’s purchased numerous Groupons for restaurants, spas, auto detailing and retail discounts and the savings have been great except for one problem…
About 50% of the time we’ve redeemed a Groupon, the experience is terrible.
Almost every time we redeem a Groupon in a restaurant, we are faced with restrictions on when it can be redeemed and are constantly faced with unhappy staff that are none-to-pleased to see yet another ‘Groupon Customer’.
Groupons for retail stores have been the worst.
In fact a friend of mine went to redeem her Groupon at a retail store, and the owner of the store told her “She was robbing him and this would probably put him out of business!” and then proceeded to be so rude she will never return to said store again.
I know these experiences are not isolated because I’ve heard similar complaints from MANY Groupon users.
So what the heck is going on?
Well, first I need to point out this is NOT Groupon’s fault. Anytime we’ve called Groupon, they’ve been a pleasure to deal with.
Do they squeeze the merchants for as much value as possible. Yup.
Do they hold a gun to the merchant’s head and force them to sign-up? No!
The merchant made the decision to use Groupon but made a few fatal mistakes along the way.
If you are a merchant doing Groupon marketing, read this carefully…
Fatal Mistake #1: Not Knowing Customer Lifetime Value…
If you’re going to make a deal where you give away half the gross sale price (and ALL of the profit in most cases) to get the customer through the door, you better know how much each customer spends with you on average. You also need to know what your net margin is on those customers over their lifetime. If you do NOT know these numbers and simply ‘guess’ you risk losing a ton of money!
This is a VERY common occurrence with retail operators using Groupon. They sell low margin products causing them to lose tons of money, and because most small retail shops are not ‘cash rich’, even if the customer comes back and buys in the future, they have to carry that loss for a very long time before it turns to a profit.
Fatal Mistake #2: Not Realizing Groupon Customers Are NOT Always The Best Customers…
Groupon buyers like bargains. They like discounts. They like to save money.
Now if you had to describe your perfect customer, are those the qualities you would list?
And more and more businesses are finding these are not great repeat customers either.
Fatal Mistake #3: Eliminating Any Chance Of Repeat Customers…
I get it. You made a mistake and this “Groupon deal” is sucking your business dry but you cannot just ‘turn it off’ – so make the best of it!
Do everything in your power to make sure these customers come back and buy again. Salvage what you can…
- Get their email address so you can follow up and get them to come back.
- Advertise a sale that brings them back into the store AFTER the Groupon expires.
- Setup a loyalty program to incentivize repeat purchases.
- Heck, at least be nice to them.
Fatal Mistake #4: No Plan To Extract Maximum Value…
Before you sign-up with Groupon to promote your business make sure you have a plan to extract as much value out of every single Groupon customer that walks through your door (or website).
- If you run a restaurant make sure you feature your highest margin products on a special “Groupon Menu“.
- If you have a retail store make sure you put together some special offers and packages that are high margin and extract extra value.
- Make sure you have a well defined sales funnel to maximize the value of every single customer they send you.
The list could go on but I’ll stop there.
The fact is Groupon is a great opportunity for many different businesses to drive lots of new customers fast but do NOT get caught up in the hype and excitement until you are sure it’s right for YOUR business.
Too many entrepreneurs are learning this the hard way.
I predict that in the future the number of industries using Groupon will decrease when they realize it does NOT work for their business model (think low margin retail operations) which brings me back to my opinion that they are overvalued… but I will save that for later.
Do you have any Groupon stories you want to share (Good or bad!)? Post them below… I would love to hear them!