Dear Lite ‘n Easy,
Firstly, I want to let you know that I am a happy customer. I have been using Lite ‘n Easy now for the past few months and have not had a single negative experience. Well, there could be less peas in everything but that’s personal taste!
However, I need to talk to you about the email that you sent this morning.
Look, I know it’s January 1st, and that marketing opportunity is too good to resist. New year, people are wanting to make changes and face things fresh. I understand the email going out today. But what I take issue with are the following assumptions in the email:
- That your customers must want to lose weight.
- That all of your customers use Lite ‘n Easy as a weight loss aid.
- The lack of sensitivity towards any customers who may be using your meal plans to help deal with an eating disorder.
- That your customers *have* lost weight while using your service.
- That somehow losing weight is going to be one of the things, or enable me to do things “that I love”.
Before I continue on, as a little background, I want to explain why I decided to become a Lite ‘n Easy customer again a few months ago. Many years ago, when I was still chasing the myth of weight loss, I tried Lite ‘n Easy. I loved it. The food was fantastic quality, and there was more of it than I could eat. I saved money. I saved time. But despite loving it, I was miserable. Why? Because I didn’t lose any weight. Actually I lost a little bit at first, but then, like every other time I had tried to lose weight, it crept back on. I blamed myself. I blamed you. I did everything but blame the myth of weight loss. So I stopped using Lite ‘n Easy, and went back to the severe restriction and purging eating disorder I had been nurturing since I was 13.
Now fast forward to a few months ago. I have realised that my worth does not lie in my weight (or lack of it). I have stopped putting my life on hold until I am thin. I have filled my life with the things that are important, and I’ve been in recovery from my eating disorder for almost 6 years. I am a fat woman, but I now understand that the size and shape of my body bears no relevance on the quality of my life.
However, one of the problems with living life to the fullest for me is that I’m not very good at eating competently. I can thank a society that tells women we must be thin to be worthy and 25+ years of a very fraught relationship with food for that. I’m working hard and playing hard, it’s awesome. But I’m not eating enough. I’m skipping breakfast and finding myself ravenous by lunch, and then at night too tired to eat anything for dinner more than a bit of toast. I’m struggling with those old eating disorder demons again. I’m getting more and more run down and my energy levels are disappearing. Then I see a woman at work eating a Lite ‘n Easy lunch, and I remember how much I liked it, how convenient it was and how it was good for me to have all my daily meals all laid out for me and how much money I saved in the long term.
So I make the decision to start using Lite ‘n Easy again, and I’ve not regretted it at all. The food is excellent. There is far more of it than I can eat, so much that over the Christmas week while I am busy socialising, I can just skip a week of Lite ‘n Easy and there are still plenty of meals for me left to cover those times I’m not out socialising.
I get that half of your brief is “Lite”. I’m not going to tell you to let go of that. It clearly works for you, though I personally believe that you lose a lot of customers who either don’t lose weight while using your products and services, or who aren’t interested in losing weight. However it has been your business name for a long time, and has a lot of goodwill attached to it. I can understand you not wanting to let go of that. I don’t have a problem with that side of your business if you keep it out of my inbox.
Now, you can see I am very happy with your product and service. But back to my points above as to why your email was unwelcome and frankly offensive.
- I understand that some people still believe in the myth of weight loss. I understand that is part of your marketing but you keep it pretty low key on your website, so I don’t have to see it when I place my orders. However, when it arrives in my inbox unsolicited, I am not happy. I don’t want to see weight loss propaganda. I can opt out of seeing it until you start pushing it in my inbox.
- As I mentioned before, I don’t use Lite ‘n Easy as a weight loss aid. I use it as a convenience, a money saver, and because I feel healthier and have more energy when I eat a balanced diet. I am still the same weight as I was when I started a couple of months ago. I will no doubt be the same weight in a year from now. That’s OK, I am happy with who I am. But I don’t like the presumption that I must want to lose weight if I use your product/services.
- You can’t know how many of your customers are dealing with eating disorders or are in recovery. Your product and service is exceptionally good for helping those recovering from eating disorders eat competently. How about thinking about how you might be able to market your product to help people like myself, rather than sending us material that is deeply triggering.
- Never lost an ounce. Still think your product and service is fantastic. Not likely to lose an ounce in future. Still happy to stay your customer. When I believed in the myth of weight loss, I stopped purchasing your product because I believed it, and I had failed.
- I can already do everything that I love. And those things I can’t do, weight loss isn’t going to help me do them. In fact, chasing weight loss prevents me from trying. I’ve done so much more with my life in the past 5 years than I did in all the years I was chasing weight loss. Consider I started dieting when I was 11. How many things did I not do because I believed I couldn’t do the things I love unless I was thin?
Where do we go to from here? Well, I’d like to see you cease sending weight loss propaganda to your customers unsolicited. That doesn’t mean I think you shouldn’t send marketing – I do know how business works. But I think you could bring yourself FAR more customers, and keep them, if you let go of the weight loss brief and focus on the things that you do really well at Lite ‘n Easy. How about these for points to focus on:
- Busy life? Let us do the work and bring you delicious, nutritious meals to your door.
- Do the things you love and let us take care of the meal planning, shopping and food preparation.
- Eat delicious! Eat healthy! Eat variety! Eat conveniently!
- Show people your food. It tastes delicious and looks great. I mean look at this screen grab from your email – yum!
- This sentence from your email is excellent – “You can enjoy all the taste, convenience and health benefits again in 2014.”
- Show some diverse people (other than white, thin people) enjoying life. Being active, happy and having fun. This is aspirational. This makes me want a product. Not “look at some thin people, don’t you want to be thin like them?” Even if I did believe in weight loss, not being represented in marketing is not something that makes me feel good about a product.
- “Simply Eat Well” – this is a brilliant slogan. Keep it. Focus on it. Use it everywhere. That’s why I use your product/service – I want to simply eat well.
To all of you at Lite ‘n Easy – especially the marketing team – you have a great product and your service is excellent. Don’t ruin it by choosing poor marketing methods.
What a fantastic letter!
Seconded! It’s so easy to still market a product without buying into all the horrible weight-loss-propaganda, and you’ve hit the nail right on the head.
That’s what I can’t understand Jo – it IS so easy… yet they won’t even try! I reckon they would gain SO many more customers if they tried.
*Troll troll troll troll, I pretend I know everything about science, but then I go and refer to fat people as a “land whale” so it is clear that I’m just a hateful douche who has nothing better to do with my life than leave hate on blogs. I didn’t even read this article, and I haven’t read anything else on this blog because I don’t even realise the author is not an American. I don’t care really, I’m only here to be a hateful douchecanoe. The facts mean nothing to me.
I then claim that “society does not tell women (or anyone) that they have to be a normal weight to matter” and then go on to tell “land whales” that they should be a normal weight in a hateful way, because I believe that people should be “a normal weight to matter”. Because I’m too stupid to see the hypocrisy of my own statement.
My email address is email@example.com if anyone wants to contact me and tell me what a collossal jerk I am. Let’s see if I’m as much of a coward as others or if I’ve used my own name and email address.*
Ahh trolls, they’re neither original or clever. Bite me.
From the cutest land whale you’ll ever meet!
Incidentally, this dick came here from Reddit. The pus-ridden anus of the internet.
I’ll second that. It’s respectful but firm.
Awesome – “I can already do everything that I love” – excellent point. As well as focusing on health over weight loss. I have similar issues with Wheat Belly.
Cassandra I’m not familiar with Wheat Belly but I don’t doubt they push the weight loss thing too. The thing about L&E is that on their website, they hardly push it at all. I can use 95% of the website without seeing weight loss propaganda. Yet then they send it to me directly on New Year’s Day, an already existing customer! Why feel the need to guilt an existing customer?
*Troll comes onto fat positive blog, thinks blogger gives a damn what troll thinks. Troll isn’t able to read the blog post comprehensively, and wants some attention. Blogger thinks troll is pathetic.*
You losers just keep on trying, don’t you.
Anyone want to email KharieWolfe@gmail.com to see if they’re real?
Apparently you can’t read. See: http://www.liteneasy.com.au/
I’m not the one who can’t read you pathetic little troll, you didn’t even read my post. Or if you did, you’re too stupid to understand it. Either read it again and ask your Mommy to help you understand it, or go to hell. Actually, go to hell anyway.
It seems the Reddit loser went and got all his “friends”. Sigh. I’ll be marking any future trolling on this post to spam. I’ve got a life to live. Unlike this lot, who seem to have nothing better to do than waste time leaving hate on blogs of people they don’t even know. How SAD is that?
Sorry to those of you who are here for the right reasons, you shouldn’t have to suffer through this any more than I do.
This is fantastic! I hadn’t considered the effect of email marketing as a trigger! Very eye opening. Thank you.
You’re welcome Emma. Email marketing of all kinds can be triggering to people, mostly because a lot of marketing is really shitty. But food marketing has got to be one of the worst.
Your trolling of troll comments never gets old XD
Sadly their trolling of me got old about 5 years ago.
I love this, all excellent points! Lite ‘n Easy sounds like a really useful service for all kinds of people, not just those trying to lose weight, and if they diversified their marketing they’d probably make a whole lot of people realise it’s not just diet food, but good food provided conveniently!
And your troll translations are great, although I wish you didn’t receive idiotic troll comments at all.
Lite ‘n Easy has been just the ticket for me Sarah. I am eating competently, getting lots of variety and my budget likes it too. There are no negatives with their product and the service (well, other than the peas). It’s just that damn marketing that gets in the way of them being fabulous.
And as for the trolls… they’re so unoriginal, I need to amuse myself somehow!