Archive for October 2005

Over the course of the last twenty years I have had the occasion to work with several very large non-profit agencies. One of the things that all non-profit agencies must get good at to survive is asking for money. The standard tool used in fundraising is something called a case statement.

A case statement, as the names implies, is a document created to make their case to the donor – to answer, why you should give us money.

When you think about it, there’s not that much difference between the profit and non-profit sectors. Almost every small business is proposing that the prospect trade money for something of value.

I have found the case statement to be a handy tool for cutting through the marketing hype and getting to reason why a prospect should trade their money for what your have to offer.

Dump the traditional sales a marketing speak and create a case statement to compel your target market to understand what they should give you their money. This one page document may be the most significant piece of marketing collateral you can produce.

Your case statement should address the following:

  • A statement of a challenge, frustration or problem that your target market experiences
  • An image of what life is like when the problem is solved
  • How they got here in the first place
  • A path for them to follow
  • A directed call to contact you

Every scrap of paper that leaves your business is performing a marketing function.

Today’s idea is not earthshattering, but it is one that many businesses, large and small, overlook.

You send invoices, fax covers, memo, notes, request and all other manner of “non-marketing” related correspondence to – you guessed it, your clients, referral sources and prospects.

It’s a pretty simple thing to A) make sure that these documents also conform to the image you project in your marketing materials and B) make them sell a little.

There no harm in introducing a new product in every communication, regardless of how mundane.

  • Put your company story on the back of work orders
  • List all of your products and services on fax covers
  • Insert a coupon for a special offering in your statements
  • Put two business cards in your thank you notes

Many small businesses make the mistake of assuming that an existing client knows all about everything your offer. No, they probably know about the one thing they buy from you. Continue to subtly educate at all times.

Heck, resell your internal clients (your staff)by reinforcing marketing messages in your internal documents.
You get the idea. Again, not a big breakthrough here but something you should be doing. It’s this type of attention to detail that, over time, adds to the collection marketing momentum your business needs.

If you can provide goods, services, knowledge, systems or advice that is indispensable, your clients will remain loyal for all times.

Now, you know you do that already right? But, maybe your clients don’t always appreciate how much you do for them. One way to make this principle work for you is to intentionally build features into your service that make you very hard to replace. In some cases, maybe replacing what you do could be such a hassle, nobody selling competing services can even get through the door.

Some examples:

  • Data storage – offer to keep all of your clients data records
  • Physical storage – warehouse and inventory product or assets for your clients
  • Inventory – set-up a system that lets them know when they are running low on something – even something that you don’t provide
  • Technology – set-up and maintain your client’s technology needs
  • Referral – send business to your client

When you can naturally create and implement some element of your product or service that provides such a “set it and forget it” type of feature for your client, you have a tool to effectively keep the competition out.

Okay, so the flip side.

If you are facing such a situation, you must be able to demonstrate that the cost of switching to you will, in fact, be better than free. You have to show them that you can and will make the pain of changing go away, that they won’t even know it happened – and then of course you’ve got to set-up your own irreplaceability.

Scott Allen the entrepreneur writer at About.com, contributor to Fast Company and author of the Virtual Handshake named little old Duct Tape Marketing as one of the Top 10 Most Practical Blogs for Entrepreneurs

The entire list is well worth a visit and I am thankful to be a part of it.

About a week ago I wrote a post that explained the renewed marketing power of the hand written note. One of my readers, David Lorenzo, actually thought I was serious and he took my advice and ran with it.

Below is David’s post about his very positive experience using this little strategy. I don’t always get to draw this kind of straight line to proof that this stuff works, so I thought I would reprint David’s post here to help reaffirm this powerful marketing strategy.

From David’s Blog:
“Duct Tape Marketing had a post last week that got me thinking. In the post John Jantsch discussed the power of penning a hand written note to friends, clients or prospects. I have used this tactic before – mostly to express thanks or to welcome someone to the team.

I decided to try a little experiment. I went through a couple of weeks of local periodicals and I picked out people that were featured in articles and I send them each a handwritten congratulations note. I said something to the effect – “I saw the article on your business in XYZ Magazine. Congratulations on your success. I’d love to speak with you some time to hear the story of how you got to where you are.” I sent twenty of these notes.

I was astonished to receive seven e-mails, two letters and a phone call in return. Half of the people I sent the note to wanted to take me up on my offer to meet and tell their story!

This is not only going to be a great learning experience for me, but it will also be a networking opportunity. The moral of the story is: If you want to connect with people in your local business community showing a genuine interest in them and their business is the way to do it. A handwritten note is a great way to start.”

Here’s the link to my original post
And the link to David’s post

A bit of a soap box speech today, but I can’t take visiting another small business web site only to be greeted by a home page that says – Welcome to our web site! (then of course, the title tag is the name of the company) It’s like someone wrote this rule that, if you call it a home page, it’s like the cover of a book. No, think of your homepage as the only 3-4 seconds you may get to convince a prospect that you have something worth sticking around for. (And don’t make me go into my flash only intro page rant.)

Look, web surfers are the poster children for attention deficit. When you are strolling in the park, it’s okay to exchange pleasantries. On your web site, you’ve got to grab people by the throat and immediately convince them that this place is worth their time.

Think of your home page as an ad for your web site.

With that in mind, write a powerful headline that grabs your visitor’s attention. Then, spend the rest of the words on that page pointing out in very specific terms how your firm in unique. Blast them with the 3-4 top reasons they need to know all about you. And please, go beyond the basic description of your business and it’s services. Go beyond explaining the obvious expectations. Dig deep and layout that you get who THEY are and what THEY need.

Lastly, write, or have your web designer write, a meaningful, keyword rich title and tag for the page. Something that might actually look like a search phrase.

Something like:
Kansas City’s Most Trusted Remodeling Contractor-Schloegel Design Remodel

is far more effective than – A.J. Brown Construction Services

Blogs, podcasts and RSS are all the rage in marketing circles, but sometimes you’ve got to remind folks just why that is.

In my book, new technology for new technology sake can be a waste of time or, at least, a distraction if there is no marketing payoff in its use.

For some, seeing the benefits of blogs and podcasts is hard when they are viewed as individual marketing tactics.

No, for me the beauty of most of this new marketing technology comes from your ability to use it to integrate and more efficiently distribute marketing mediums, messages and strategies you are currently promoting.

I ran across this very powerful example recently.

Jerry Boutcher runs a title company and hosts a local radio show to, in part, promote that business. (The radio show also happens to be a great forum to promote the benefits of working with several well chosen strategic partners.)

The format of the radio show is primarily a real estate question and answer kind of thing. Over the course of a year or so of doing this radio show, a lot of questions get asked and answered.

Recently, Jerry added both a blog and a podcast site in order to publish what amounts to an encyclopedia of great real estate questions and a ready backlog of radio shows that also provide great content.

The ability to repurpose this content and create another channel for their marketing message is a very powerful use this new marketing technology.

Look, this post is hard for me to write. I like to think of myself as an NPR kind of smart guy, but I have to tell you that the one place I turn to keep myself rooted in how the world thinks and buys, you know, marketing research, is PEOPLE magazine.

I know, not exactly what you were thinking I was going to say.

Personally, I don’t really care what Mary Kate Olsen’s next big move is, but for about 20 years running, more people turn to PEOPLE than any other magazine and that speaks volumes about what the editors at People have got going on. A tough thing for some small business owners to swallow is that it doesn’t really matter what you like or dislike, what matters is what your target market likes or dislikes. If your target market is Men and Women, age 25-54, then People magazine is a gold mind of research for your target market. (Think it’s a woman’s magazine? – 33% of People readers are men.- about 12 million)

So, what we’re talking about here is research. Read (or at least scan) People magazine to:

  • Get a feel for what the majority of Americans want to fight, find, lose, gain, have, give or embrace.
  • See design and copy that is easy to scan, read and digest
  • Uncover story angles that could apply to your organization’s PR
  • Feel better about yourself (okay, that last one was my Public Radio snob coming out, but sometimes watching billionaires suffer is good sport)

If you already read People, maybe you have a sense of what I’m talking about, if not, carve out an hour, go to the library and grab about 10 issues and start looking through the pages with this new view in mind. You might find some real nuggets. Plus, now you can tell your friends that you only read People for research purposes.