Are You Losing Sales by Giving Customers Too Many Choices

9/8/2016
AreYouLosingSalesByGivingCustomersTooManyChoices?
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AreYouLosingSalesByGiving
CustomersTooManyChoices?
Didyouknowthatgivingcustomerstoomanychoicescanoverwhelmandleadto
fewersales?
Itstrue.
IexperiencedthisfirsthandataneyecatchinggelatoshoplocatedinSanta
Monica,California.
Itcaughtmyeyebecauseoftheinsanenumberofflavorsvisiblethroughthe
outsidewindow.Therewereover100inall.Theassortedflavorcolorswereso
mesmerizing,Ihadtogointogetsomegelato.
Butthenithappened.
AsIviewedthe100plusfavors,Icouldntdecidewhichonestotry.Iwalkedalong
theglassdisplay,attemptingtopickoutwhichflavorsIwantedtosample,but
thereweresomany!Ididntevenknowwheretostartlooking.
Iwasoverwhelmed,soIdecidedtoleave.
Whathappened?Shouldntlotsofoptionsbegoodforcustomers?Isntthatwhat
peoplewantmoreoptions?
Actually,no,andheresauniversitystudythatshowswhy.
TheFamousMarketingStudyAboutTooMany
Choices
Hereshowthestudyworked:
SheenaIyengarfromColumbiaUniversitysetupatableladenwithjamsoutside
ofanupscalegrocerystoreinMenloPark,CA.Overaperiodoftwoconsecutive
Saturdays,researchassistantsdressedupasstoreemployeesandoffered
samplesofeither6or24flavorsofWilkinandSonsJams,aBritishjellypurveyor
knownforexoticflavors.
https://blog.kissmetrics.com/toomanychoices/
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Priortothisstudy,thecommonmarketingtheorywasthatmorechoicesarebetter
forcustomers.Peoplelikemoreoptions,soprovidingmoreflavorsshouldleadto
moresales.
Theresultsfromthisstudyprovedotherwise.
Duringthetimeperiodswhen24flavorswereoffered,60%ofpeoplestoppedto
samplethejams,comparedto40%whenonly6flavorswereoffered.These
numbersseeminfavorofmorechoices,buttheimportantquestionisthis:which
grouppurchasedmore?
Ofthecustomerswhosampled24flavors,only3%purchased,butofthe
customerswhosampled6,30%didthesame.
Ifyourunthosenumbersbasedon100people,60wouldstopwhen24flavors
wereoffered,butlessthan2purchase(1.8tobeexact).When6flavorswere
sampled,40stoppedatthetable,and12purchased.
Whichtablewouldyouwantyourproductstobeon?
Asyoucansee,theresaparadox:contrarytopopularbelief,toomanychoices
canbebadforsales.Justlikeinmyexperienceatthegelatoshop,customerscan
beattractedtoalargenumberofchoices,butwhenitcomestimetomakea
purchase,toomanyoptionscanmakedecisionmakingdifficultandleadtofewer
sales.
Sohowdoesthisapplytointernetmarketing?
Lessonsforinternetmarketing
Tobringthisbacktotheworldofinternetmarketing,belowaresomegoodand
badexamplesofsharingicons,emailmarketing,andhomepagesthat
demonstratehowthelessonoftoomanychoicesplaysoutintheonlineworld.
TheBenefitOfLimitedSharingOptions
Ifyouwantpeopletoshareyourcontent,itsbesttogivethemalimitednumberof
waystodoso.Theoptimumnumbercanbefoundthroughtesting,buttheideais
thatyoulllikelygetmoresharesfromfeweroptionsthanfrommakingchoosing
difficultbyofferingeverypossiblesharinglink.
Essentially,youwanttopickthemostimportanticonsandnotclutteryoursitewith
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Getthelatestcontentfirst.
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therest.Herearesomeexamplestoillustrate:
Abadexampleofsocialsharing
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YourEmail
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Thissiteisnttheworstoffender,butitstillhastoomanyoptions.Itoffers
Google+,Facebook(twice),Twitter,LinkedIn,Digg,email,andmore.
Herearesomequestionstoaskinthisexample:Areanysharingbuttonsmore
Share
importantthantheothers?Doesitmakesensetoemphasizetwoorthreeinstead
ofincludingthismanyoptions?Wouldlistingtwolinkscombinedwiththemore
sharingoptionsleadtomoretotalshares?
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Theanswertoallofthesequestionsisprobablyyes.Itsimpossibletoknowfor
surewithoutexperimenting,butitsworthtestingtoseeiffeweroptionswillleadto
moresharing.
Ifyouhaveahardtimedecidingwhichsocialsharingbuttonstolist,youshould
generallyonlylistthenetworksyouoryourcompanymostfrequentlymonitor.
Agoodexampleofsocialsharing
ThisexampleisfromForbes,andtheyvepickedFacebookandTwitterasthetwo
mostimportantsharingiconsfortheirsite.Justincasereaderswouldlikeother
options,anadditional+Sharelinkisincluded.
SinceFacebookandTwitterarethemostcommonlyused,Forbesdoesagood
jobofdrawingattentiontothoseoptions.Bylimitingchoice,theyhighlightthe
mostimportantlinksandlimitthenumberofchoicesthatreadersneedtomake.
Asyoucantellbythenumbers,thisseemstoworkoutwellforthem.
TheBenefitOfOneOfferInEmailCampaigns
Whenitcomestoemailmarketing,youdontneedtomaketheentiresellinone
email.Instead,youretryingtoconvincereaderstotakeoneaction.Youwant
themtoclickthroughtothesitetolearnmoreormakeapurchase.
Toaccomplishthis,oneofferisbetterthanmany.Asingleofferaskscustomersto
makeonedecision:Doyouwanttolearnmoreaboutthisproduct?Thatsan
easyyesorno.
Withmultipleoffers,readershavetodecidewhichproducttheywanttofocuson
then,theyhavetodecidewhetherornottheywanttoactonthatoffer.This
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dividesattentionbetweenchoicesandrequiresmoredecisions,which,according
tothejamstudy,leadstofewersales.Additionally,morechoicesmakesitmore
difficulttoconductemailmarketingtests.
Hereareexamplesofgoodandbademailmarketingcampaigns:
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Abadexampleofemailmarketing
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Whatisthereadersupposedtolookatinthisexample?Thebookswere
reading?TheKobooffer?Orthe$10eBookcredit?Itsdifficulttofigureout
wheretolook.Asingleofferisntemphasized,andthecolorsdrawattentiontothe
backgroundinsteadoftotheproducts.
Emailslikethismakechoosingwaytoodifficultforcustomers.Eveniftheywant
tobuyaKobo,theoffertextispushedovertotherighttomakeroomforthe
booksontheleft.Whichismoreimportant?ThebooksortheeReader?
Whicheveritis,thatproductneedstobeprominentlydisplayed.
Agoodexampleofemailmarketing
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Barnes&Nobledoesitrightinthisemail.Theymakeasingleoffertothereader:
WouldyouliketopurchasetheNookColorfor$249?Theresasimplegraphicto
displaytheproduct,andoneofferaskingreaderstomakeasingledecision.
Emailofferslikethisproperlyemphasizeoneproductoroffer,whichhelps
readersmakeadecision.Insteadofneedingtodecidewhichpartoftheemail
theywanttoread,theycansimplydecidewhethertheofferismeaningfultothem.
Ifitis,thentheyonlyneedtodecidewhetherornottheywanttoactontheoffer.
Theydontneedtodecidebetweenthreeoffersandchoosewhichonetheywant
toacton.Theresoneoffer,andonedecisiontobemade.
Thatsgreatemailmarketing.
TheBenefitOfKeepingHomePagesSimple
Whenitcomestohomepages,theresalottocramontoonepage.Itseemsthat
everythingthecustomermayeverwantneedstobeavailableonthefirstpage
theyllsee.
Thatsnotthewaytodesignahomepage.
Instead,thequestionneedstobeaskedaboutwhatcanbeleftout.Gooddesign
isnotwheneverypossiblefeatureisincludeditswheneverypossiblefeatureis
removedthatcanbe.
Belowaretwoexamplesthatillustratethispoint:
Abadhomepageexample
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Whereistheemphasisonthispage?Isthereanythinginparticularreadersare
supposedtolookat?Isthereanyelementthatismoreimportantand
appropriatelyemphasizedmore?
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UnfortunatelyforYahoo,theanswerisno.Searchisntemphasized,Yahoosites
arentemphasized,andnewsisntemphasized.Everythingistackedontoone
pagewiththeresultbeingtoomanyoptions.
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Insteadofhelpingcustomersmakeonedecisionandcompletethemostimportant
action,viewersareaskedtovieweverythingatonceandthendecidewhattodo.
Itsoverwhelming.
Agoodhomepageexample
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Googleisthenumberonevisitedsiteontheinternet,yettheyrestillabletolimit
theirhomepagetoasingleaction:Wouldyouliketosearchtheinternet?
Howdotheydoit?Howdotheykeepthehomepageofthenumberonesitein
theworldlimitedtoatextboxandasearchbutton?
Somehowtheydo,butthemoreimportantquestionisthis:Howmuchisthisa
factorintheirsuccess?Yes,theyhavethebestsearchengineintheworld,but
theyalsomakeitstupideasytouse.Theydontdistractvisitorswithotheroptions.
Onceyoulandonthesite,youjusthavetodecideonething:WhatamIgoingto
searchfortoday?
Howsthatfornotgivingcustomerstoomanychoices?
TheGoogleexampleisusedasanextremecase.Youshouldhaveafewtext
linkstoyourmostimportantinternalcontentonyourhomepageforbetterSEO
architecture.
Takeaway
Makingchangessuchasthesetolimitcustomerchoicesdoesntmeanyoull
instantlygarnerthousandsofsharesormillionsofcustomers.Thattakesalot
morehardworkthandecidingwhichlinksarethemostimportant.
Butitdoesmeanthatbymakingsomeofthesechanges,youcanincrease
conversionsbyatleastafewpercentagepoints.Andwhenitcomestointernet
marketing,everyimprovementcounts.Mostimportantly,itwillrequireyoutostart
testingyourwebsiteandmarketingcampaignstoachieveyourgoals.Thats
exactlywhatKISSmetricsallowsyoutodo.
Areyoureadytotestandseewhattheoptimumnumberofchoicesforyoursite
willbe?
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AndsinceKISSmetricshasmadeiteasybylimitingyourchoicestoTwitter,
Facebook,andStumbleUpon,remembertosharethispostifyoubenefitedfrom
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readingit.Youcanevenclickonallthreeifyoudlike!
YourEmail
Sources:
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WhenChoiceisDemotivating:CanOneDesireTooMuchofaGoodThing?
TipTree.com
Abouttheauthor:JosephPutnamhasamarketingdegreefromUTAustin,loves
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tofish,andhelpsprofessionalsestablishareputableinternetpresencethrough
blogging.GotohissiteBlogTweakstolearnhowyoucangetabeautifulblogto
enhanceyouronlinereputation.YoucanalsofollowJosephonTwitter
@JosephPutnam.
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processforgettingresultsfromyourA/Btesting.
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Scott
Aug30,2011at12:19pm
Greatpost,thanksforwriting.Thisreinforcessomeofmypreviousthinking.A
followuptothiswouldbeusefulshowingabunchofGoodvsBadexamples.
Somethinglikeatop10bestusesofSocialMediaiconsversusthetop10worst.
Samegoesforhomepagesandemailcampaigns.
Reply
JosephPutnam
Aug30,2011at1:19pm
HiScott,thedifficultywithatop10goodandbadexamplesisthateverysiteis
different.Forsomesites,fivesharinglinksareoptimumandforothersits
three.Itreallycomesdowntotestingandfiguringoutwhatisbestforyoursite
andyourgoals.
Withthatsaid,IvecomeacrosssiteswithsomanysharinglinkswhereI
couldntevenfindtheoneforTwitter.Thatsaproblemandagreatexampleof
whentoomanychoicesarebadforresults.
Reply
GregoryC.
Aug31,2011at7:11am
IwonderhowthiswouldplayoutforhugesharingsiteslikeMashable.They
haveeverylinkunderthesuntoshare
SoImwonderingiftheywouldseemoresharingontheimportantsites
(Twitter,Facebook,G+)iftheytookawaysomeoftheoptions.
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Imeanhonestly,whosharesthatmanyarticlesonTumblr?
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Martyn
Aug30,2011at12:57pm
Iespeciallylikethepartabouthavingmultiplecallstoactioninthenewsletter.
Appleistheverybestwhenitcomestothis.BuyyourMacBookAirbeforecollege
starts.
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Thatspowerful.
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JosephPutnam
Aug30,2011at1:20pm
Imguessingyoumeannothavingmultiplecallstoactioninanewsletter.And
yes,thatsagreatexampleofapowerfulcalltoaction.
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Reply
Martyn
Aug30,2011at4:52pm
Lolyeah.ThatswhatImeant.
Reply
Mike
Aug30,2011at1:16pm
Youraliar,youboughtsomegelato:)
Havingsaidthat,greatarticle.
Reply
JosephPutnam
Aug30,2011at1:24pm
HmmactuallyIdidnt,anditsnotbecauseImnotafanofgreatflavor.
AninterestingpartaboutthestoryisthatIwassooverwhelmedIwasntwilling
tolookoverthedisplayformorethan30seconds.Justtoomuchtotakein.
Thatcanbecomparedtomywaitinginlineforadifferentkindoficecreamthe
othernight(italianiceontopofpremiumcustard).Ididntmindwaitinginline
for30minutestogetsomeofthegoodness.Ok,maybeImindedalittle,butI
waswillingtowaitinlinefor30minutesbutnotlookattoomanychoicesfor
morethan30seconds.
Howsthatforaparadox?
Reply
Matt
Aug30,2011at4:11pm
Thisisagreatstraightforwardarticle.Itcanbeusedasastarterforbeginners
andexperiencedfolksalike!
Mylatestblogpostisjustaboutthis,butinthemorebusiness/revenuestream
sense.
Reply
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Thomas
Aug30,2011at9:27pm
Isthatthereason,whyyoudonthaveaFacebookLikebutton?Sothatthe
visitorsdonthavetodecidebetweentheshareandlikebutton?Orthatitwould
distractfromtheSeeplansandpricingbuttonifyouwouldplaceitbelowthe
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vaibhav
Aug30,2011at11:29pm
completelyagreewiththisarticle.persongetconfusedonlywhentheyhave
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differentoptionsavailableotherwisetheyhavetodecidewithlimitedchoice.
Eg:ifuseehotelsitestheygivetoomanyoptionsinhotelrange.Attheendofday
visitorsgetconfusedwhichhoteloneshouldchoose.
Reply
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9/8/2016
CharlesRyder
Aug31,2011at2:44am
Iagreewithmuchofwhatyousaybutitmissesoneimportantpoint.Ifyouprovide
ameansofquicklyandeasilyfilteringthechoicesyoucangettothelongtailof
choicesthatmanycustomerproductsareverysuitedtoo(ReadChrisAnderson
famousTheLongTail).
Forexamplearealtime/instanthomepagefilterofoptionsmayquicklynarrow
thechoicesandpreventthatoverwhelmedfeelingyouspokeof.Afterall,itsnot
thatpeopledontwantorneedlotsofchoices,itstheywanttobeabletonarrowit
downto2or3goodchoiceswithinthetimewindowbeforeanxietyandindecision
creepsin.Googlesnextscreenbeyondthehomedoesntexactlypresent1
simplechoice(20menuitemsandmillionsofsearchresults)butitgivesan
awesomefiltercapabilitywhichistheirfoundationoftheirsuccess!
Charles
Reply
JosephPutnam
Aug31,2011at7:03am
HiCharles,
Youmakeagreatpoint.Aneffectivefiltersystemcanhelpwithlimiting
consumerchoicesfrombeingoverwhelming.Amazonwouldbeagreat
exampleofthis.Theyhaveeveryimaginableproductononewebsite,butthey
effectivelylimitthenumberofoptionsthatpeopleseeononepage.
Iwouldalsosaythis:Companiesshouldntoverlooktheoptionof
recommendingproductstopeople.Evenifacustomerhastwoorthree
choices,decisionmakingcanstillbedifficult.
Iseethisallthetimewithmycustomers.Aftergivingthemtwooptionsfor
hosting,theyhavetroubledecidingwhichoneisbettereventhoughtheyre
basicallythesame.ItalwayshelpswhenItellthem,whydontyoujustgowith
A,forthisreason.
Purchasingacomputerisanotherexample.Therearesomanymodels
available,howdoyouknowwhichonetochoose?IfasalesmanatBestBuy
keepsshowingmoreoptionsthatfitinyourpricerange,thatwillonly
overwhelm.Whatsmoreeffectiveissaying,thesearethethreecomputersI
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recommendforyou,andifyouwantmyopinion,Idgowiththisone.Do
customersreallywanttoknowthatthereare15possiblecomputerstheycan
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buyfromBestBuy?Doesthathelpwithmakingadecisionormakeitharder?
YourEmail
Appledoesthiswellbyofferingasmallnumberofproducts.Youcanbuyan
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iPodwithX,Y,orZamountofspace,oryoucanbuyaMacbookPro.HPon
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theotherhandhasmyriadofproductnumbersandchoiceswhenitcomesto
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computers,andIcouldntnameasingleoneofthem.Wouldntitmakesense
tohavelessmodelsthatstandouttocustomersmore?Nottomention,which
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companyhasmorecashthantheFederalReserveandwhichoneisgetting
outofthehardwarebusiness?
SoCharles,Ithinkyoumakeagreatpoint.Effectivelyfilteringonahomepage
isoneofthebestwaystolimitchoicesandnotoverwhelmcustomers.Theless
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options,thebetter,buttherehastobeoptionsandinformationonahome
page.Againyouretotallyright.
Lastpoint:Itssupereasywhendesigningawebsitetothink,ooh,thiswould
benice,andthis,andthis,andthis,andthis,andthis.Theendresultisasite
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thatsbloatedwithfeaturesthatdontaddvalueorcontributetowardthe
companysgoals.Itsmuchhardertobedisciplinedandcutouteverypossible
pieceoffatandcreatealean,effectivewebsite,butthatswhatittakestolimit
clutterandmakeawebsiteaseffectiveaspossible.Thereareextremeson
bothends,butinmyexperience,itshardertoleavethingsoffthatshouldntbe
includedthanitisnothaveinformation.Thatsmytakeanyway.
Themainpointisthatcompanysshouldconsiderwhenitmakessensetooffer
lessthantooffermoreandrealizethatmorechoicesisnotalwaysinthe
customersbestinterest.
Ihopethisextendedanswerhelps,andthanksforthecomment.:)
Reply
Einat
Sep27,2011at12:33pm
Itotallyagreewiththat.(thanksforthisgreatarticle).Ithink,though,that
thetypeofusershouldbeconsidered.Mostusersinmostcontextsdoneed
guidanceandasmallnumberofchoices.Expertusersinspecialized
websiteswouldusuallywanttomaketheirowndecisionandwouldprobably
knowhowtonarrowdownto25bestoptionstochoosefrom(theywillof
courseneedthebesttoolstodothat).
Reply
RussHenneberry
Aug31,2011at7:33am
ThereisasandwichfranchisethatdidwellhereinSt.Louisforawhileandthen
disappeared.Oneoftheuncomfortablepartsofeatingatthissandwhichshopfor
mewastheridiculoussizeofthemenu.
Itwasabsolutelyoverwhelming.
Reply
JosephPutnam
Aug31,2011at10:13am
Therearealotofrestaurantsthatfitsthisbill.Thatswhy99%ofthetimeIask
whatthewaiterrecommends.
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Aug31,2011at7:49am
Iagree.Thoughthistheoryistrueforallkindofproducts.ForexampleIlove
shoppingclothes,Imsimplymadaboutit.
WhenIfallinlovewithadress.andsalesmanoffer5morecolorsofthesame
dress,itstruethatIbecomeconfusedwhattobuy.ButIexcitememuchmoreto
buyallthosecolors1by1.Soyoucansee,moreoptionsarenotalwaystoobad.
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KarenJ.Marchetti
Aug31,2011at1:21pm
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Itstruethatcatalogsandecommercesitessellmultipleproductsanddojustfine.
However:
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9/8/2016
Catalogsandecommercesitesknow(orshouldknow)thatyoustillwanttovary
thesizeofphotosonapagetodrawtheeye.
Theresnothingmoreboring,orbadforsales,thanarowofsamesizedproduct
photos.
Catalogersandeshopsalsoknowtheywanttogivemorespacetomore
profitableandbestsellingproducts.
Thebottomline:focusthecustomereitherbylimitingyouremailordirectmail
packagetooneoffer.Focustheeyebymakingmostprominentthekeyitemon
eachwebpageorcatalogpage.Focusyoursocialmediabyincludingshare
buttonsforthosesiteswhereyouareanactiveandregularparticipantinthe
community.
Reply
JosephPutnam
Sep01,2011at10:03am
HiKaren,thesearegreatpoints.Thanksforsharingthem!
Reply
EugenOprea
Sep01,2011at1:40am
Joseph,Iagreewithyou,peopletendtorunawayeachtimeweoffertoomany
optionstochoosefromanditsimportanttokeepthingsreallysimpleforthem.
However,readingyourarticlemademerealizethatIhavequiteafewsharing
optionsonmyblog,soIamofftodosomechangesthatIhaveputtoffforawhile.
Greatarticle!
Eugen
Reply
JosephPutnam
Sep01,2011at10:04am
Thanks,Eugene.Goodluckwithoptimizingyoursite!
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Ella
Sep01,2011at5:38am
Greatarticlethanksforposting.ItsreallygotmethinkingaboutwhetherIoffer
toomanyoptionstocustomersonacoupleofmywebsites.Icancertainlysee
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howpeoplecouldpotentiallygetoverwhelmedandsimplynotpurchase.
Thequestionsis,howdoweknowifweareofferingtoomanychoices?Iguess
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theonlywaytoknowforsureistosplittestlikecrazy
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JosephPutnam
Sep01,2011at10:06am
Splittestinglikecrazyisthebestwaytodoit.
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Anotherwayistorecommendproductsforpeople.Amazondoesthiswith
recommendedproducts,andsomesitesdothiswitharecommended
package.Forexample,ifyoulandonasitethathasamultipletieredplan,
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theyrecommendapackagethatfitsmostconsumers.Thishelpscustomers
fromneedingtoconsidereveryoptionfromsmallbusinesstoenterprise.
Thesearesomeideasthatmayhelp.Goodluck!
Reply
PeterNguyen
Sep01,2011at12:26pm
Greatpointsonthisarticle.Butitsachallengewhenyouworkwithabigcompany
toconvincepeopletolimitedthe#ofchoices,features,andoptionsonawebsite.
Seemslikeeverybody(sales,IT,marketing,etc)wanttohavetheirstuffsonthe
websiteandtheyallsaytheirstuffsareimportant.Intheend,youhaveamashed
upsitethatssocluttered.
Reply
Jim
Oct02,2011at11:36am
Goodread,andsotrue.TheonlythingIwouldaddisthateveryaudienceis
different,sobecarefulnottogeneralize.Forexample,verysophisticatedbuyers
spendingthousands,anduneducatedfolksspending$5willbeseekingadifferent
quantityandqualityofinformation.Insomemarkets,peoplegetfrustratedbylack
ofinfoupfront.
Thesolution,asmentionedinothercomments,istoalwaystesteverything,thats
wherethebigfailureis.
Reply
IrisHolidays
Dec08,2011at2:42am
Greatinsights.Timetorethinkaboutourwebsitewhetherweshouldgivetoo
manytourpackages:)
Reply
Ryan
Dec10,2011at11:46am
Friendlyperspectivefromanoutsider:Youwroteagreatarticlehere,andasa
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resultIfollowedyouonTwitter,butIjustunfollowedyoubecausetheres11+
poststofullarticlesinmyfeedfromyousincelastnight.Yourebombardingmy
feedwithlinkstosomanyarticles,andIa)donthavetimetoreadthemall,and
b)wontreadanyofthembecausetherearetoomanyoptionsandits
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overwhelming.Kindafliesinthefaceofthispost,whichisashamebecauseyou
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seemtohavesomegoodcontent.:\
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TimWilloughby
Mar08,2012at4:56am
IvealwaysthoughtthatInNOutburgerhasanicemodelfordealingwiththe
paralysisofchoice.Theylladvertiseashortmenu,andthenbeveryflexibleabout
additionaloptions.Realisticallytheypresentalargeamountofoptions,butdoso
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inawaythatdoesntfeelthatway.
Throwinthefactthattheoffmenuoptionsaremuchmucheasierforthemto
creepuponpricewith,andtheyevengettoappeartobegreatvalue.Talkabout
a12punch!
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9/8/2016
Reply
AndyFeliciotti
Jul04,2012at9:32am
Nicepost,alwaysagoodthingtofollowthedontmakemethinktactic:)
Reply
Hannah
Mar04,2015at11:40am
Hithere,
Whatwastheoriginaldateofthispostplease?
Thankyou!
Hannah
Reply
admin
Mar06,2015at6:26pm
Aug30,2011
Reply
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