MarketingMoment

The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs, by Bill Price and David Jaffe has been described as “probably the single best ‘how to’ book on earning customer trust” — and we all know what I think about that topic. Essentially, if you are in business and want to stay in business, ahead of the competition, then good customer service is crucial.

The authors begin by citing a gap between unparalleled innovation and customer service among companies. The latter has been left behind, they say. Which is not just a pity, but also almost a sin in today’s ‘the customer is king’ landscape. Not least because, as everyone should know by now, people won’t buy from you if they don’t trust you or have confidence in you. Both are dependent on providing a good customer experience.

Together, Price and Jaffe take you through theory, tips, checklists and case studies (including what NOT to do as well as what to do right) on how to empower your customers and serve them well.

Why The Best Service is No Service? Because the message is that businesses will be most successful if they only provide customer service that is essential to doing business. Too much is, say the authors, not a wise tactic and neither is too little. Just ensure that people find it as easy as possible to buy from you. In other words, don’t give them any excuses NOT to buy from you.

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Do you have an in-house newsletter/ezine that goes out to your marketing or writing staff?

Perhaps you belong to a professional organisation that is actively looking for fresh newsletter articles. Ones that are relevant and useful for your members…

Then again you might publish a great website, blog or Facebook page and need more quality content…

I have written many articles and ‘filler pieces’ on a variety of business, marketing and writing-related topics – and they are now available at no charge for inclusion in your newsletter, ezine, website’s article archive, or blog.

You can access some of these articles (be sure to read the usage rules) at: http://ezinearticles.com/?expert=T_Dooley

Otherwise, feel free to browse through the rest of this blog, or sign up to my newsletter here. 

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Once upon a time, before I managed so many businesses (www.MediaMinister.co.uk and www.advantageinc.co.uk being the chief ‘runners’), I was known to donate a lot of my time helping other entrepreneurs and business-owners. Perhaps too much time, in retrospect.

I’d take on voluntary roles and tasks, and always be ready to offer help and advice to those that sought it. But lately, I’ve had to be a bit, well, mean…

As nice as it is to meet interesting people over coffee (if you’re lucky) or lunch (if you’re REALLY lucky), I’ve had to put my foot down and say no to those who want to meet up to ‘pick my brain’ (what a horrible image that conjures up!). I simply don’t have the time or the energy. Besides, I wouldn’t expect my lawyer to give me free and impartial advice in exchange for a few hours of my undying attention. Actually, I can almost hear his response: “Of course you can pick my brain . . . for £250 an hour.” 

Psychologists and behaviorists have observed that women in business tend to fall into the trap of giving away our time and ideas for free because we’re afraid to ask for compensation. Being the ‘carers’ in society (and presumably in business), we are almost conditioned to WANT to help people. But ultimately there is the danger that we end up feeling overwhelmed and undervalued — especially if we try to be everything to everyone, or simply give too much of ourselves away.

Don’t get me wrong, I’m not saying that I’m too busy to help people full stop. I still relish the idea of being able to share my opinions, knowledge, ideas and experiences in the hope it will make a difference to someone’s life or business. That’s why I publish a newsletter and am active on social media platforms such as Twitter, LinkedIn and Facebook. It’s why I do teleclasses/workshops and produce business-building tools. It’s why I always try to help as many people as I can. And it’s why I am a blogger.

It’s a well-worn, clichéd ‘win-win situation’ for everyone — my ‘reach’ is extended so more people benefit and my ‘life-balance’ is a little kinder thanks to the freed-up time I have stolen back from no longer partaking in ‘pick-my-brain-for-free’ meetings. 

What about you? How do you deal with the ‘brain-picker’? I’d love to hear your thoughts — especially if you are a fellow consultant or freelancer.

• Related post: Are You Investing Your Time Wisely?

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I recently advised one of my marketing clients to offer his prospective customers a free white paper. This is because although he has a great product, it is fairly complex and its use (extremely widespread, as it happens) seems at first fairly limited.

The argument for the white paper was that it would a) provide helpful information about the product and its many uses, b) show how it can overcome a problem shared by my client’s prospects, and c) serve as a ‘bait piece’.

At first he objected. Quite vehemently, it has to be said. The reason? “People have had enough of ‘free’. Besides, they already have too much to read. So they won’t even look at my white paper.”

I can understand where he was coming from. A study by the Columbia Business School concluded that, even in an age of information overload, educational marketing still work. And very well, too.

The study, which focused on politics, found that getting a lot of information out to the public, especially in the arly stages of a campaign when many voters are ambivalent, is an effective campaign strategy.

Quantity is more important than quality, the study found, because ambivalent individuals are open to persuasion from a variety of sources, and accept messages regardless of the source’s perceived reliability.

This can easily be applied to the business arena. Which my client now happily appreciates.

Source: Columbia Ideas at Work

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Sometimes, it can seem as if the world is conspiring against you and your marketing efforts. But not if you use a time-tested powerful headline.

In the world of marketing communications, both online or offline, your headline can lead to marketing success … or failure. Copywriting and marketing pros alike turn to certain headline formulas that they know will always work well.

In the lead article in MediaMinister’s latest newsletter, Communiqué for Success,  I present my favourites, and show you how you can use each one in your own marketing. To read “Top Proven Headlines to Boost Sales” as well as the rest of the ezine, please sign up first. (You can unsubscribe at any time, and I NEVER abuse my subscriber’s email address. Your details are safe with me.)

Subscribe here.

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The NEW and EXPANDED Using Online Marketing to Your Advantage home-study system is finally here. The following bonuses now come with each format (64-page instant-download PDF, companion 80-minute audio (CD) and the full package (PDF & CD)):

BONUS giveaway #1: Mastering Twitter in 10 Minutes or Less
BONUS giveaway #2: 5 Steps to Online Marketing Success

This “must-have business tool” (that’s what one of my customers says, anyway!) will show you, step-by-step, EXACTLY how to confidently guarantee your online success, starting today.

Get over £350 worth of EXTRA SUPPORT when you order today!

Plus, for every order placed before 28 March 2010, I’m going to include *complimentary* email support and mentoring (limited to four email consults (one item per email) per order) to help you get the most out of your new business asset.

If you’ve been saying you NEED to invest in your business, then here’s the chance to DO IT while enjoying complimentary personal mentoring. The small investment could increase your profits handsomely for 2010.

Find out or order your copy here: http://bit.ly/bE2l1Z

NB: A few blog posts ago, I wrote about having to increase the price on this newly expanded programme, but after careful consideration, I have decided NOT to put it up, so you can now benefit from a super-low deal. What’s more, all orders placed within the last six months will automatically receive the same two bonuses as above. I’ll even throw in one fr!ee email consult. I’ll be writing to you individually.

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1. Work out how often per week, month or year you are going to send out your newsletter, and then stick to this schedule. Consistency and regularity are key.
2. Provide quality content that is relevant to your target audience and is worth reading.
3. Hold competitions. People love the opportunity to win prizes, and a good competition can make your ezine ‘viral’.
4. Don’t overpopulate your email newsletter with ads.
5. Be patient. It takes time for newsletter marketing to work.

First published in Communiqué for Success newsletter:

http://www.mediaminister.co.uk/marketing_cfs_newsletters.htm 

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There are only 24 hours in the day, and yet there seems to be more and more demands placed on us as every day passes.

In order to be successful, not to mention enjoy a good work-life balance, it is crucial that we manage our time effectively — especially if we are sole traders. But how many self-employed workers can honestly say they are winning the time game?

As we all know, time is money. And once your time has been used up, it’s gone for ever; there is no  way of getting it back. So make sure you have control over your time, rather than time controlling you.

Start by ‘compartmentalising’ your days, mapping out time slots for each task you have to accomplish. The most important stuff should take priority over non-urgent or non-profit tasks. Don’t forget to include your personal appointments and absolutely make time for ‘quiet time’ and ‘creative time’ in your diary.

Ten to 15 minutes of daily ‘quiet time’ is essential for your overall wellbeing and can help with productivity (you always approach things with a lot more zest after a break, right?). Try gentle yoga or gardening, or read a book, or do some deep-breathing relaxation exercises or meditation. Ideally, keep your ‘quiet time’ at the same time each day.

Your working week should incorporate an hour or two of uninterrupted ‘creative time’, where you contemplate the ‘big picture’ — think about what you want for your business and your personal life, and try to come up with ideas how to start living the future you want.

***Need to be accountable to someone, or need help with your marketing goals? My mentoring programme can help you start off – and keep – on the right track.

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You book your car in for its annual MOT, so why not your business words? (Are you sure they’re giving the right impression? Do they reap the desired results? Is your message being compromised by sloppy copy?)

While we can all ‘write’, copywriting involves so much more than simply penning a few well-crafted words. Before she or he writes, a good copywriter will spend a considerable amount of time researching the intended audience. They’ll make sure they understand buyer behaviour and how to craft your message in such a way that it really makes a splash.

Good copywriting can make confusing policies crystal clear. It can keep inter-company communications running smoothly through the careful use of words. And it can effectively ’sell’ a company’s products or services to its customers.

So if you’re not sure your copy is quite right, email me a paragraph (up to 200 words) of your poorly prose and the “Word Doctor” will nurse it back to life. Think of it as a ‘Try Before You Buy’ offer. Then you can decide whether to give me the go-ahead if you have any text that requires editing, copyediting, rewriting, proofreading, indexing or researching.

Don’t have the time or the inclination to write your own copy? I can do it for you. Just follow this link and you’ll soon be on your way to owning copy that gets results.

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Yesterday, I came across an advert for a copywriting job. Part of it read: “We won’t pay you much to start with but the prospects for successful writers are very good.”

Tell you what, I’ll tell the restaurant owner: “I’ll pay fifty pence for my three-course meal, but if I like it I’ll pay a bit more next time. Okay?”

(Excuse me while I duck the flying plate of pasta!)

Just as cooking isn’t a hobby for restaurant owners, writing is NOT a hobby for freelance copywriters. Rather, it is part of a viable business, so please give them the respect (& fees) they deserve.

Paying a professional anything less will only serve to haunt you. As famous ad man David Ogilvy once said: “Pay peanuts, and you get monkeys.”

And he show know: Not only did he own and run one of the most successful advertising agencies of all time, he also generated millions of pounds in profits for his clients.

OK, so what specifically does the monkey reference have to do with business?

Well, there is a current trend to outsource skills, including copywriting and editing, to the cheapest service provider.

Nothing wrong with that, you may be thinking. After all, we operate within a global marketplace, don’t we? And the struggling economy at large is putting a lot of pressure on companies to cut the cost of business, right?

Sure, but going after price rather than value can have dire consequences.

I should know. It happened to me…

I’d hired a so-called ‘professional’ writer with a seemingly good portfolio via one of those service providers like Elance to write a 30-page report for me.

On top of her taking almost three times the agreed time to do this, the quality was poor. She was so off brief it was scary. There were typos everywhere, and some of the language used was very suspect indeed.

Worse, having already collected the bulk of the payment due as a deposit, she disappeared. No contact. No one to put things right. No brief fulfilled.

Later, I found out she had passed off other peoples’ samples in her portfolio as her own.

I ended up out of pocket for that project. And you can imagine the frustration and disruption caused to my business. Which is what happens to a lot of business owners who think they can save money by going after cheap.

So, please, listen to experience. Honour the core values of your own business as well as that of the service provider you’re hiring … otherwise, you’ll be left with monkeys if you pay peanuts.

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