I had an interesting experience with Hubspot about a week ago which leaves me a bit disenchanted with them as a result.
I completed the HubSpot Inbound Marketing University last summer, which I do recommend and have recommended to many friends and colleagues. After completing the course, I joined Hubspot’s LinkedIn group for alumni of the course.
On March 12, Hubspot posted a call for video testimonials of the course. I emailed the contact saying that I would create a video and gave a short three paragraph testimonial.
I was somewhat anxious to see the reply specifically because of one statement that I had made in my email. I wanted to hear what Hubspot had to say.
To my surprise, I received a templated reply with instructions on how to make and submit the video with a deadline of March 16 (only a few days). Not only did the issue I raised to Hubspot go unanswered, but I’m fairly certain that Hubspot didn’t read past the first line of my email after seeing that I was willing to make a video.
Confirming my suspicions of a copy and paste response (which is a big annoyance when I take the time to ask specific questions or raise specific issues), I saw that the exact content of the reply email was later posted in the same LinkedIn group.
I understand that Hubspot employees are busy
But guess what…so am I.
I was willing to take time out of my day to help, only to find my willingness to connect shut down. I’m not angry, just disappointed.
This experience has helped me understand one simple lesson. For Hubspot, inbound marketing is about making money and finding new clients, not about connecting with individuals and building a community. I normally wouldn’t care since the goal of business is to make money, but Hubspot is a vocal proponent of connecting with potential leads.
Until now, I’ve been a potential lead.
I think I’ll remove myself from that list for the time being.
UPDATE: I’ve had the pleasure of corresponding with Rebecca from Hubspot through email ;) about my experience and am happy to say that she has quickly and handily addressed my concerns. I look forward to a continuing relationship with Hubspot.