Companies: Your Bad Instructions Are Costing You Sales

Summary

The article discusses the costly consequences of poorly written product instructions, citing personal experiences with a humidifier and a sauna.

Abstract

The author, with a background in information development, emphasizes the importance of clear instructions through personal anecdotes. They recount having to return a humidifier due to a bad smell and inadequate cleaning instructions, and nearly returning a sauna because the final assembly step was hindered by a design oversight. These experiences underscore the financial impact that subpar instructions can have on companies, potentially leading to lost sales and customer dissatisfaction.

Opinions

The author believes that the quality of product instructions is often undervalued, as evidenced by their past experience of having their role as an Information Developer frequently at risk of budget cuts.
They express frustration with the lack of detail in the humidifier's instructions, which led to the product's return.
The author suggests that companies could save sales by investing in better, more comprehensive instruction manuals.
There is an implication that the sauna's assembly instructions were not tested or reviewed properly, as they did not account for a piece of wood blocking the installation of the bench.
The author's tone indicates a strong belief that companies should prioritize the end user's experience by providing clear and complete instructions.

Think of your end users. Please!

I admit I’m biased. I spent years as an Information Developer — writing instructions and computer manuals. We were always the first function to get cut.

But I recently returned one product and almost returned another because the instructions were so bad.

The first product was a humidifier. It worked great! Then, it started stinking.

The instructions said if it smelled bad, clean it. Nothing on how to do that. I couldn’t figure it out, so back it went.

The second product was a sauna. The final step was to install the bench. “Slide the heater vertically down the wall.” Except a piece of wood nailed to the wall blocked it. We eventually unscrewed the side heaters to assemble it.

If I had a tractor trailer, I’d have returned it.