A few weeks back I was in Gibsons, BC and was surprised to discover the town had two sushi restaurants. We entered the more authentic looking one and were glad to find it. Nagomi Sushi is run by a Japanese husband and wife team. Their sushi is outstanding. Vancouver has some great sushi spots but they’d all be hard pressed to put out fresher, better tasting fish than Nagomi.

However, I’m not (usually) an open food critic. The reason I’m sharing this story with you is because there is a nice marketing lesson to be had…

Nagomi Sushi is doing a great job of managing its customer’s expectations. If you’ve read my writing for a while, especially in my book Profitable Relations, you’ll know I’ve touched on this subject before.

It’s especially critical in the hospitality industry. Far too many restaurants for example are run inefficiently. Their service is slow. Even if they know it’s going to take a while to get your order out to you they won’t let you know…rather you’ll be kept waiting…hoping that your meal is the next one out.

Well, this sushi joint puts a short and sweet message on the cover of its menu. It’s nothing elaborate…it’s certainly no corporate jargon – but it works.

When you read this message you’re put to ease. You almost find yourself saying, “ok, it might take a bit longer but it’ll be worth it”.

Obviously a message like this has to deliver. If you read this and the food turns out to be a dissapointement the whole strategy flops.

However, when you deliver, like Nagomi does, it’s a well played strategy on their part.

Hats off to Nagomi. Great food and great service.

If you’ve ever wanted a company to listen to your feedback and not only SAY they’re going to do something about it … but actually DO something about it … then you’re going to love this video.

This is a huge move for Domino’s.

Disclosure: I haven’t had the ‘new’ Dominoes and it’s been a while since I had the ‘old’ one too. Nevertheless, this is a clever campaign and very well done video. Nice work Domino’s and team!

I contacted both of these companies recently to get more information for a new project.

Intense Debate replied with a very detailed and honest answer about how their product can and can not be used.

Disqus replied with “You can use Disqus”, that’s it.

I’ve heard great things about both companies and products. But as someone that really values customer service and support it’s interesting to note how different the responses were.

I was watching CNN this morning as I was having my breakfast. Either CNN viewers are becoming much younger or CNN has a big message to market mixup…

The broadcaster played a song by TI and Justin Timberlake, the song not only had profanities in it, some of which the station forgot to cut. It’s clear that by the songs name and if you listen to the lyrics that this isn’t what you’re used to hearing on a news station.

Mixup or is CNN repositioning itself for a younger audience?

You can check out three of my most recent articles below:

Consulting Methods to Keep Clients

Consulting Proposals: Winning Strategies

A Big Marketing Mistake: The Cookie Jar

An article I wrote for TalentZoo has just gone live. I wasn’t expecting the treatment it received…and was surprised to see it front and center on their homepage. According to Compete.com TalentZoo receives 68,593 visitors to its site each month.

Here’s the skinny on TalentZoo:
Talent Zoo is the leading communications executive recruiting firm and online job board. Consistently called upon by top companies across North America, the firm is the hiring solution for communications industry talent. Named by Forbes as Best of the Web for niche job boards, TalentZoo.com is currently approaching 1,000 authentic jobs daily, helping employers reach out to their next scintillating superstars.

The article explores why too many business owners and professionals focus on the wrong metrics and have forgotten the key to real business success. Check it out at “What if Google Died?” on TalentZoo

For the record I’m a big fan of Google so don’t let the title get you all worked up.

Make it a great day!

Michael

As you probably know Dan Kennedy is one of the greatest marketing minds around. Not the only by any means, maybe not even the best. And I haven’t studied or seen much of his stuff lately, but he was/is a true marketing genius.

Don’t worry. I know it sounds like I’m trying to sell you something, but I assure you I’m not. All it is is an introduction to a great video of him I just found.

If you’ve followed my work and writings over the years you’ll know I’m a big believer in the power of having a guarantee to increase sales. And not just some fluffy text in miniscule type. But one that stands out and means something.

Well, here is Dan Kennedy delivering his personal guarantee for his products. Enjoy, it’s live and it works!

Marketing Sherpa just published a great case study.

This one looks at a challenge many large companies face and most do nothing about. But the company in the case study, Business Objects, did.

I’m happy about this for 2 reasons: 1) Business Objects is based in Vancouver, where I live (although they were recently acquired by SAP, and  2) the company clearly proved that direct response marketing deserves a seat (if not the Vice-President’s chair) at the main table.

Here’s why …

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Just after writing my last post I had a discussion with another business owner. They asked me to clarify my belief that all employees should receive incentives to produce better results for the business.

This business owner was right, I do need to clarify, because not all “employees” need to receive financial or other tangible incentives to generate better results.

Am I confusing you? It’ll all become clear …
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Is a business better off giving their employees an incentive to increase sales? Should that incentive be a financial one.

For many years now I’ve been a big supporter of incentivizing employees to motivate them to produce above average results.

A recent trip to two electronic stores got me thinking about this topic.

Store 1 has its salespeople on commission.
Store 2, doesn’t.

What I found was that Store 1’s salespeople were much more knowledgeable on the products they carried.

Where as Store 2’s employees, while having a general understanding of what they were selling, knew little when it came to the finer details.

You see, I’m the kind of customer that pays attention to those finer details. Not to cause trouble or give anyone a hard time, but for 2 reasons:
1. When I’m putting down a big chunk of money on the latest flatscreen LCD or Blu Ray player with surround sound system – I take the time to learn about the products and technologies … to make sure I’m getting something that best suits my needs.
And 2, I live and breathe sales, marketing and customer service, so you might say I have discerning eyes and ears.

But there is a twist to this story. While the salespeople at Store 1 had better product knowledge they came across like a bunch of pushy car salesmen. Their style was more aggressive, and though not overly so, the atmosphere felt more rushed … a bit uncomfortable if you will.

What these two companies need is to blend their approaches. To incentivize their workforce, give them a reason to learn more about the products … and then support them in understanding how to make customers feel comfortable.

Pushy sales don’t work for long-term success. Making your customers feel comfortable, as welcome guests that can confidently show up whenever they please and consistently be greeted with the information they need produces amazing results.

How does your business go about this?

Michael Zipursky

Lobster for everyone!! Come and get it … this time in a most unusual way.

Two brothers in Maine have created a new program where you can own your own lobster trap. Everything that is caught in that trap during a whole year’s season is yours. 

They guarantee you’ll get at least 48 delightful crustaceans weighing on average 1.5lbs each.

Plus, you also get clams, mussels, and other wonders from the Atlantic.

Don’t eat seafood? Hey, that’s okay. And I won’t even ask why. But there is a big marketing lesson here.

These two brothers have run with a classic strategy that works. They’ve take the structure and model of “own your own olive tree” or apple, or vineyard section, etc. These biz models are popping up all over the place.

People like to call something their own. It’s impressive, and if you like wine, apples, olive oil, or lobsters it’s a good deal.

They definitely charge you a premium here. In the case of the lobsters they charge $2,995 a year. 48 lobsters minimum at $15/lb (let’s say standard price), that’s $22.50 per lobster and $1080 for 48. But these guys give you so much more, a long list of goodies (see their website here).

When you ad it all up does it equal the $2,995 price tag. Probably not, but you’re getting a piece of “ownership” and this is what people love buying into. 

You see, these guys have recognized that they’re better off not just selling a product. They’re selling a whole experience and memories around that … and people are happy to pay good dollars in return.

Ask yourself, can this model be used in my business in anyway?

To your success,

Michael Zipursky

I received an email from Jordan. He asked that I elaborate on the last part of my most recent post.

(If you didn’t read the last post, you can check it out here: Post: The Fastest Way To Gain Your Business Advantage)

I’m happy to do so Jordan. The reason why keeping your customers happy is so powerful is because your current customers, the ones that have already made a purchase from you, are many times more likely to purchase from you again.

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Sometimes the smallest things make the biggest difference.

Today’s topic is very dear to me. In fact, I recently wrote a book that holds today’s subject at its core, Profitable Relations.

Communications, Expectations,
Relationships, And Profit

Business books, articles, seminars , and other products filled with  promises to help you grow your business may teach you an array of ideas, theories, techniques and strategies…

…But even with all that, business owners often forget one
crucial ingredient.

Differentiating your business, whether big or small is critical to success. I’m not going to write more on that topic today…we’ll leave the importance of USP statements, vision planning and all that other good stuff for another day.

You see, even more important than your mission statement, your advantage, your selling strategy, distribution plan, or marketing materials…is one single concept so powerful and easy to use, yet it is often neglected and completely misunderstood or forgotten.

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Friends, how are you?

Air Canada has come out with a new service to “ease travellers worries.” Called On My Way the service offers travelers that have had their trip interrupted protection.

Protection in what form and from what exactly? According to the Air Canada website if you’ve been affected by harsh weather conditions that cause delays, flight and plane issues that force cancellations or pretty much anything else that restricts you from getting off the ground…then On My Way will provide assistance.

When you’ve signed up for this service you receive a special number to call. Calling that number a “special customer service agent” will rebook you on the very next flight (so you get dibs on that) and arrange for complimentary accommodations and means (that’s right, they foot the bill).

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In case you haven’t noticed more and more companies have been using ‘guarantees’ in their marketing.

The art and power of the guarantee is nothing new. Direct marketers and advertisers the world over have included guarantees in their offers for centuries.

While I surely wasn’t around back then…I’d wager that 200, 300, heck, probably even 500 years ago people tradesmen (yes, I’m sure there were tradeswomen as well, but allow me to keep this simple for now) were offering guarantees of satisfaction on the products and services they sold in one form or another.

No, I’m not implying they all did, likely there were only a few in each town that were brave enough to place a guarantee on that which they sold.

These days there are still only a few in each industry that incorporate a guarantee into their business models. But that is slowly changing.

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On two occasions now, the president’s of two large companies have attacked me.

No silly, not by physical force. But they were genuinely concerned.

Turn on the TV, check the front few pages of any newspaper, listen to the radio and no doubt you’ll be bombarded with a chess match of mentally developed and not-so-understandably respected folks yelling at each other “recession-this” and “no-recession-that’”.

“A financial crisis here” says one lady, while the other ‘just-as-wise’ smiles her best smile, looks you in the eye and tells you “there is no financial crisis, this is a time of opportunity.” And just then, ten other well-greased analysts, and a couple of bow-tie clad economists declare there is no opportunity. Everyone must cust back and cushioned their rear-ends in preparation for the big loss.

What’s happening really isn’t anything new in my view. Sure, parts of this dramatic play “have never been seen before”. But the economy, since the beginning of time, as had its ups and downs, its sidesteps, trips, hops, jumps and falls…

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The Vancouver Sun ran an article last Tuesday about Chef Daniel Boulud. The famed restaurateur who owns 5-6 restaurants across the US is partnering with the current owners of Lumiere and Feenies. If you’ve been following the story of Rob Feenie’s departure, there’s likely a lot more than meets the eye. But that’s not what I’m writing to you about today…

Hidden deep inside that Vancouver Sun article was a gem. A precisely-cut and glittering diamond of marketing wisdom.

It appeared when Daniel Boulud was asked why he chose to come to Vancouver over Toronto or Montreal, the largest Canadian cities (Vancouver holds 3rd place).

Boulud’s reply was spot on. He said
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As part of my book release for Profitable Relations, I’ve put together a 5-day free email course that shares a success story each day.
There’s no cost to sign up, and it only takes 20 seconds.

If you’re interested in learning how other businesses have used straightforward marketing techniques to increase their customer loyalty, you’ll enjoy this course.

Go to the Profitable Relations E-Course page, scroll to the bottom and sign up.

Let me know what you think?

To your success,

Michael

There is one area that marketers and companies alike often neglect. Yet this ‘final step’ in the majority of cases dictates your rate of success.
This is as relevant with trade show marketing as it is with direct mail, face-to-face salesmanship, advertisements, and even web promotions.

What am I talking about?

Possibly the single most important step of any marketing strategy…THE (you can hear the drum roll) Follow-Up.

That’s right. The follow-up.

You go to all the trouble of planning your tradeshow, putting together materials, coordinating with vendors and your staff — not to mention the expense of printing, booth rental, travel and hotel costs and all the rest….we’re talking anywhere from tens-of-thousands to millions of dollars being spent.

However, 80% of companies don’t follow up. Don’t quote me on that figure, it’s an educated guess. Here’s why I’m saying that though…the last trade show I attended, where many companies were spending bi big dollars on their tradeshow marketing efforts…80% or more of the companies I met with to talk about business and opportunities didn’t follow up.

A surprise contender…(you’ll never guess which companies seem to be delivering the best follow-up).

Almost every single one was from China. Now many of them were a bit aggressive…touting their products and services. They’re doing whatever they can to get me on board. But hey, that’s okay.

You see friend, if they wiggled themselves to jello-like state of laziness like all the rest of the companies and didn’t follow-up…99% chance I’m not going to do business with them. Heck, I doubt I’d even remember them.

By getting in touch with me…I thought about them again. I took the time out of my busy schedule to have another look at their offerings.

They re-ignited the communication torch…they’re pushing to keep the relationship going. And in business it’s all about the relationship. You can hawk goods and make a profit in the short term, but without a real relationship, your business will fade into the mist…you’ll lack the long term loyal customers a business requires to grow and be profitable into the future.

Your fortune would be as good as gone. Poof! Gone.

Follow-up can come in many forms. An email, a phone call, a fax, even a letter. It doesn’t really matter. The key is that you DO FOLLOW UP.

The best marketers know the value of follow-up. They understand that follow-up isn’t about a random and unplanned call to a prospect months after the event. But rather a highly strategic, well planned out part of your overall tradeshow marketing strategy.

And the best marketers make sure that strategy comes in many forms. It may start with an email, lead to a phone call, then a letter, then another phone call and eventually to a face to face meeting again to provide more information or give a demonstration.

When you’ve got them, don’t lose them.

 If you haven’t been using a structured follow up process in your marketing, start right now to work it into every aspect of your arsenal.

You will glow with glee and your bank account will bulge. Folks, follow-up works. Give it a shot.

To your success,
Michael

Let’s pick up where we left off. In the last two weeks I talked about the process of getting attendees to visit your booth at the tradeshow. So now that they are there, what do you do?

Well, you don’t just say hello and show them your product. Of course, there is nothing wrong with showing your products to anyone that comes to your booth, but what you really should do is qualify each person.

You don’t want to spend 20 minutes showing someone your product only to find out they have no intention whatsoever of buying it or writing/talking about it (if they are press).

My suggestion here is for times when there are many people around your booth. If there is no rush, not many people around, sure – take your time and talk away…you never know who that person may tell…even if they don’t plan to buy, someone they know may.

But you need to have your priorities in place.

Back to qualifying attendees. You can do this by finding out, “which company are you with?”, “have you ever seen this kind of product”, “do you have experience with this product?” ….or simply ask if they are looking for the kind of solution your product provides.

This will give you a good indication if you’re talking with a potential “prime buyer.”

And then, if they are, you can make the move to get their contact information. Before we talk about that there is one extremely important topic we must cover….

…preparing for the dialog with potential buyers before you even arrive at the tradeshow.

It’s a mystery why most companies don’t do this (actually, not really, people are just lazy). Gather your team around a table and make a list of all the questions your potential buyers (those that would be most interested in your product…the ones you had in mind when you developed the product) could possibly ask you.

Things like the cost, the materials, how does this part function, can I use it with this other product, so on and so forth. This might take 30 or 40 mins to write down, but it will be time well spent. Then take another 20 mins or so to answer all of those questions. What you’re doing here is ensuring that all of your staff’s answers are aligned and that you’re prepared for any possible question that comes to you.

This is important because often times you’ll lose potential customers because you can’t justify for them why they should make this purchase or you don’t have the information they need to make up their mind that “this is the right choice.”

Again, it is time well spent.

You can also build in much of this information into your print materials that promote and support the advantages of what you are offering.

What  kind of print materials are most effective for trade show marketing? A 1-page, double-sided outline of your product with a few photos and list of what it can do…often times a comparison chart of other similar products in the industry works well too.

What should this not be? Forget the 10-page brochure. Leave that for when the potential client requests additional information. Most trade show attendees have their bags filled with papers and promotions…and they don’t appreciate receiving heavy packages. Fact is, they can (or should be able to) get all that information and more from your website.

So keep your materials short and sweet. The key to these materials, as always, is the copywriting. It should be laser targeted to you prime prospect and clearly tell them why they should care.

A headline, benefits, proof, testimonials and don’t forget to make them an offer….use a call to action that emotionally forces them to want to contact you again for a free report or demonstration.

In the hole please….
That’s where it can go. Many executives think it’s too cheesy…but it still works. To make collecting people’s information easier offer a draw for a prize -  you can even have them fill in a simple survey…and then you can sort through to find the real prospects later. Thing is, you give away an iPod or something that most people would like…but it also attracts attention to your booth and makes it easy for you to get the contact information of attendees.

I’m going to have to end here. Sorry folks, but stay tuned. Next week I’m going to cover the most neglected yet exponentially important final step of tradeshow marketing.

See you next Monday.

To your success,
Michael