Archive for April 2008

Are you a coach or a consultant – does your business hire coaches or consultants?

The answers to the question above seems to spark a bit of passion in entrepreneurial circles depending upon the definition one uses of each.

To me a coach is charged with holding a client accountable to stated actions, goals and courses while a consultant is more likely to feel empowered to set the course of action. In my mind there probably is no pure definition because a marketing coach or a marketing consultant, for instance, doing the best they can for a customer, will likely fall into a hybrid service to get the ball moving forward in any way possible.

Whatever you call it, there is no doubt that having a trusted adviser, one that calls BS when it needs calling, is one of the most valuable assets an entrepreneur can obtain.

While I am on the subject this might be a good place to invite you to join my live Discovery call and learn about the opportunity to become a Duct Tape Marketing coach. The call is today (4/30) at 2pm CDT - Enroll here to join me

So, what’s your definition of coach of a consultant – or do we do a disservice to both trying to label and define the practice?

One of the best reasons to blog is to open up an interaction channel with your customers, prospects and contacts. The fact that your readers can comment and add relevant content to your site via blog comments is a major breakthrough in the communication process. It’s why everyone is talking about social media these days. Blog commenting was one of the first mass one to one conversation starters and made people hungry for even more advanced forms of social interaction.

Active commenting is one of the first signs that a blog has some real life – with it comes more readers, so put in the work it takes to grow this important tool.

Small business owners can easily take advantage of this tool now that so many people know what it is and know how to interact, but . . . you can do a few things to stimulate this interaction and draw more conversation.

1) Ask for comments - Sometimes just creating a post and in inviting your readers to add comments can be just what you need to get them flowing. Commenting is a habit that you need to help build in your readership.

2) Ask questions and seek opinions – From time to time ask your readers what they think of something or what they have done that works or how they have addressed a particularly challenging situation. You don’t need to have all the answers.

3) Comment on comments – When readers comment you can encourage additional conversation by responding and showing that comments are welcome – even if the comment calls something you said into question. I’m guilty of ignoring this far too often – I’ll get better, I swear!

4) Show some humaness – No matter what your blog topic is readers like to know that the author is a human being. It’s okay to let that show and to add personal thoughts. Only you can determine how far to go with this, but I know that your readers will connect the more they know your story

5) Stir the pot from time to time – You don’t have to be a celebrity gossip blogger to stir up a little controversy. Often some of my best interactions come from topics that people are decidedly passionate about.

6) Make comment participation a game – Keep score and reward your most active commentators. I have installed the WP Top Commentators Plug-in that keeps track of how many comments a particular reader makes and rewards them with a link. You can see it in the left sidebar.

7) Make sure commenting is easy – Publish your comment feed and consider adding a the Subscribe to Comments plug-in so that people get a notice when someone else comments on a post they are active on.

So, what’s your hottest tip for encouraging blog comments?

GTDDavid Allen, author of the wildly popular book Getting Things Done, and the almost cult-like GTD system, is my guest for a recent episode of the Duct Tape Marketing podcast.

I think David’s pretty brilliant, although you would probably never get him to admit it – his brilliance comes, in my opinion, from his consistent message that time can’t be managed, it just is. Everyone tries to do this and that to time manage when GTD suggests all that you can do is decide what’s important and make it easy to do that, without having the stress of trying to keep it all in your head.

The GTD system has taken form in all manner of software, planning tools and templates, but the beauty of it is that it’s so simple all you really need is a pen, paper and some folders.

Handwritten notesIt’s a pretty accepted fact that finding ways to do more business or get more referrals from your existing customers is a smart way to build a business. But as the din of noisy demands captures your attention it’s easy to forget all about those existing customers until they pick-up the phone and reorder.

I advocate creating a calendar of contacts and finding a way to make certain that your customers, referral sources and hottest prospects never go more than about 30 days without some form of contact. These contacts don’t, in fact shouldn’t, always have to be overt sales attempts. I adopted a practice long ago of picking up the phone on Friday afternoons and reaching out to people I felt I hadn’t talk with in a while just to see how they were. It never failed, however, to turn up some opportunities.

I received a handwritten note today from a supplier I have worked with for some time and it contained a very nice marketing nugget. (I’ve posted about handwritten notes before – do them and you will automatically stand out because nobody writes them anymore.) The note I received today was a note of introduction from a new employee at this organization. The note was simply her way of telling me she had joined the organization and little about her background – she isn’t my account rep and she wasn’t selling anything.

What a brilliant little tactic. I received a contact, I was impressed by the handwritten note, and she was allowed to go through and familiarize herself with this organization’s entire customer database – this works on a bunch of levels.

Market research is a challenge for many small businesses. The data that you may need to conquer your corner of the world may not exist in a tidy database, yet marketing strategy should be well informed with real information.

One of the best methods of market research available to the small business in my opinion is the customer or prospect survey. Picking up the phone and calling your best customers from time to time to dig in and really understand what you do well, what you do that is unique, what you could do that no one else does is essential for creating a marketing strategy and message that has impact.

Further using free and low cost tools like Survey Monkey, Survey Gizmo or the survey feature from an email service like iContact is a great way to assess product viability, product features, product names, service names or any other aspect of your business. People like to be asked for their opinion and committing to gathering consistent feedback and research is a great way to move your business in the right direction and monitor the health of your customer relationships.

I spent a few minutes chatting with Barry Jennings, Market Research Guru for Dell. Dell has invested tremendous in recent years getting out and talking one on one with customers and doing very small businesslike research.

Customer rewards programs, the kind used by the airlines for example, have been around for a long time, but I think the concept is grossly underused by small business owners.

The drive to earn a higher status or exclusive membership is very strong and full of marketing potential when used correctly. (I was in the Atlanta airport during recent layover and I went into the Crown Room and found it overrun with people, there was nowhere to sit and work and frankly the terminal was more appealing, but the purported exclusiveness draws people far beyond rational thinking would suggest it should.)

In an effort to build repeat business every small business owner should consider adding a level of levels of perks that can be earned by certain types of customer behavior. Now, you can let people earn trips and iPods and the like, but I prefer you consider allowing them earn a place at your “Customer Council.”

A Customer Council is a perk that might earn them entry to special workshops, a subscription to premium content, invitations to council only events, links from your web site – all manner of community building amplification around your products and services.

There are a variety of ways to structure membership in your council. Perhaps it’s by invitation only, by purchasing at a certain level or number of times, agreeing to an annual purchase commitment, or providing X amount of referrals.

This is one of those activities that can build strong customer ties and act as a motivator for passive customers to become active. One word of warning – don’t make the mistake of alienating customers that don’t yet qualify and make sure that you over deliver on the expectations felt by your customer council members.

LinkedIn for SalesMy friend Jill Konrath, author of Selling to Big Companies has compiled a free report outlining ways to use the popular business networking site, LinkedIn, to increase your sales.

Many people are drawn to the promise of millions of connections on LinkedIn but suffer from the “now what” syndrome once they get signed up. There is gold in LinkedIn, but like any social network the secret lies in understanding how to open up access points and begin to make them pay off in mutually beneficial ways.

Get Can LinkedIn increase your sales.

Shop locallyThe annual Earth Day celebration is a nice opportunity to focus on some of the not so earth friendly practices that small business owners can easily fall into.

Without a doubt small business owners can and should 1) recycle, 2) shut down computers at night, 3) turn out the lights, 4) ride a bike to work, 5) use web technology to eliminate routine cross town meetings, but . . . in my opinion the greatest environmental gains are available from buying local, buying from each other, getting the parts and products you use locally and emphasizing that your customers, referral sources and strategic partners do the same.