I am not a fan of pushy estate agents. But if you are in that line of business, here’s some advice: if you’re going to go to the trouble of sending letters to home owners asking if they fancy renting their flats, don’t start by saying sorry.

Here are the first couple of lines from a letter that fell through my door recently:

“I apologise for this direct approach however we have seen a great demand this past summer with prospective tenants looking for properties like yours to rent.”

Even if you can disregard the questionable punctuation, admitting that your ‘direct approach’ may be inappropriate is hardly the best way to snag a new customer.

To anyone already put off by the impersonal letter, the apology simply confirms that the estate agent knows they should know better. And why apologise to anyone who actually doesn’t mind this out-of-the-blue communication?

There are many different ways to run a successful direct mail campaign, but opening your message with an apology is not one of them. If you’re confident your message is right for the people you’re sending it to, there’s no reason to say sorry.

Note: I updated this piece on after realising the experience works for everyone – not just people who’ve previously registered on the Grolsch website.

The beer might not stand out from the crowd, but Grolsch has created a clever experience which links email, online video and text messaging.

The campaign centres around a fictional policeman, Journt, who’s giving away packs of Grolsch. It’s not entirely clear why the cops would be handing out free booze, but let’s not dwell on that for now.

To explain further, the firm sent an email to people who’d previously registered on its website:

“To enter the prize draw visit our new website and meet Journt. If Journt knows your name, he will give you some free Grolsch! Simply visit www.grolsch.co.uk to find out more…”

The clever bit comes when you click through the Grolsch website. A short video plays showing the mysterious Journt sat at a bar. He invites you to text your name to the number shown on his business card:

If you’re anything like me, you’ll be nervous about whipping out your smart phone and texting your name to this Journt character. I’m wary of giving my mobile details to companies because spam text messages bug me.

But if you do take the plunge and send your name, within a matter of seconds, some nifty computer code has received your message and displayed it beautifully in the video window. The result is that you see Journt reading your message:

I’ve not seen SMS and web technology joined up quite like this before, and I’m impressed. There’s a definite moment of surprise when your message pops up on screen, particularly as it’s such a fast, smooth, polished experience.

As a nice conclusion to the experience, Journt taps out a message on his phone – which then arrives on your handset a few seconds later. If you’re lucky, he’ll tell you that you’ve won some free beer.

It hasn’t got me gasping for a Grolsch (I’m more likely to enjoy a Meantime Wheat Beer or similar), but it’s certainly raised the brand’s prominence in my mind. As a campaign to boost awareness of Grolsch, it works well.

I’m a bit of a fan of Bristol-based Chemical, a self-proclaimed ‘music lifestyle store’ offering music, clothing, CDs, vinyl and more to its customers.

However, I’m not convinced the fashion-and-more retailer has quite got its online checkout process licked. Just have a look at this bemusing range of delivery options:

(See this image full-size in a new window.)

It reminds me slightly of the Trainline’s bonkers ticket selection screen, which I wrote about way back in 2007. In any case, the options presented are confusing and unnecessary, particularly if you want to get your order in a hurry.

With six next-day delivery options to choose from, how do you tell which is best? This comparison chart is less-than-helpful, because each of the options has exactly the same columns ticked.

Rule number one of creating an online checkout process is to keep it as simple as possible. Adding complexity makes it harder for people to complete their order, meaning fewer people manage to get to the end of the process.

Sure, it’s good to offer some choice of delivery options, but too much choice creates uncertainty: how do you know which is the best option for you?

I think Chemical would do well to chop their bemusing range of delivery services down to three: standard, guaranteed next-day and guaranteed Saturday. If they did, I bet they’d see a decrease in the number of visitors dropping out before completing their online orders.