Category Archives: Relevant Content

E-Mail Etiquette

We’re going to share some thoughts about Electronic Mail, commonly known as E-mail. It’s been around for a long time, in Internet terms, and it’s been the subject of controversy about it’s impact on the U.S. Postal Service and regulation of the Internet, among other topics. Not long ago it was thought to be doomed and relegated to the scrap pile.

It’s still here! Some thoughts on E-mail correspondence from the perspective of marketing your business and branding your products … along with some other thoughts.

Keep it short. The nature of E-mail is the message should be brief. Although wider bandwidth is now available to transfer larger files, the reader of your E-mail is expecting it to be a message that can be quickly read, digested, and responded to, if necessary. If you have to elaborate, do it in the attachment and capsulize what is attached in a short message in the body of your E-mail.

If you find you’re exchanging E-mails back and forth with someone in a short period of time, pick up the phone and call them. You can convey some emotion on the phone.

Identify the subject. You undoubtedly have certain people – like family and friends – whose E-mails you open automatically, whatever the subject. For everyone else, put the content of the E-mail in the Subject line. Granted, it may mean they won’t open it if they believe it has no relevance but the odds increase if that subject line catches their attention.

Be proper. All capitals indicate swearing or yelling in text and E-mail correspondence. Take the time to use correct grammar and punctuation in your E-mails. Think of it as though you were sending the recipient an actual printed letter mailed in an envelope – but also think of it as a reflection of your brand and your business. Avoid run-on sentence structures. Keep sentences short and readable. Separate major points in paragraphs, so your E-mail is easy to read. Recipients rarely read the entire E-mail. Remember that.

It’s your image. Create and use a signature for your E-mails that reflects the brand you want to create in people’s minds. Provide contact information so they know how to reach you, including links to your websites and blogs and perhaps a phone number. Add a disclaimer if you’re relaying confidential information, which means you may want more than one signature unless every E-mail you send contains confidential information.

If you’re upset and want to send a nasty reply to someone, we advise that you write your response but wait a day before you hit the “Send” button. If you still feel the same way the next day and don’t need or want to re-write the E-mail, go ahead and hit “Send.”

Be careful. E-mail correspondence may be used against you in a court of law, so caution is urged when using it in personnel issues, contracts, or other potentially legally damaging areas. You should have an E-mail policy for your company and employees, and if you do, get it reviewed by your legal counsel or human relations consultant. You can also use E-mail to market your products and/or services, and consultants can be engaged to help with this, too, but be wary of getting branded as a spammer. Get permission first, if you can.

Keep in mind that hitting the “Send” button doesn’t always mean the recipient receives your E-mail. Check your Spam filter every once in a while to see what we mean.

Brand Your Work – Work Your Brand

A Positive Spin

It is easy to head down the road of negativity. It is an element of our human nature to want to bring other people down, especially if they have better looks or more money or whatever else irritates us about something or someone. When it comes to marketing your business, however, take the high road because a positive spin brightens your image with prospects and customers and with your overall corporate culture.

Putting a positive spin on your business builds brand loyalty.

Being in the midst of political campaign ads as we are, the mud-slinging is rampant. What the candidates hope is that their negative ads ripping their opponent will have an impact in a positive fashion (by getting the electorate to vote for them) and not backfire because the message is a slam on their adversary and they’re seen as bullies. The more effective message has a positive spin and focuses either on their record of service or what their plans are once they’ve been elected.

Enough about politics. We had a client that had a small, easily-contained fire at their place of business. They wondered whether they should notify their customers about the fire. When asked about the damage and the impact on clients, our initial response was that letting customers know didn’t matter since damage was minimal and the fire had no impact on the level of service provided to customers.

On reflection, though, a positive spin emerged that we shared with the client. The idea was to notify clients about the fire in a positive manner. We suggested the company advise clients to update internal safety procedures such as checking fire extinguishers and smoke alarms, teaching staff how to use fire extinguishers, reviewing emergency evacuation procedures, assessing computer system back-ups, and other steps to keep the business operating should something like a fire occur.

The suggestion came from being pro-active and the concept it’s much easier to prevent a fire than to fight one.

Think about your business for a minute or two. What’s the worst thing that could happen besides a fire or other natural disaster? Will it have a negative impact on your business? Do you have a plan for dealing with that catastrophe or a strategy that can put a positive spin on it so your company survives and/or thrives?

Those steps are important, and it’s also a good idea to have a positive approach to marketing your products and/or services.

This strategy comes down to knowing what it is you’re marketing to potential customers and what those consumers are buying.

For instance, selling life insurance has a negative connotation with most people. Providing peace of mind or the ability to sleep well at night has a positive spin.

Another common example: Consumers have a negative impression of used car sales people. The positive spin would be to let people know you provide reliable or economical transportation options.

Business and marketing consultants exist to provide business owners with the clarity they need to ensure that their business and its products and/or services are portrayed in as positive a light as possible. This perpetuates the corporate culture and builds brand loyalty. We like the adage that a pat on the back goes further than a kick in the pants.

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What You Don’t Know

There’s no big secret. Many of us think we know it all, but don’t know what we don’t know. In many situations, business owners have to make decisions on a daily basis and make those choices without any information or knowledge of whether it’s the right one or not. But they make them.

The prevalence of that daily occurrence has prompted us to agree with the unflattering concept that business owners, like most people, don’t now what they don’t know. Allow an explanation.

Let’s say you want to warranty a product you manufacture and make the assumption someone on your staff can whip up a warranty document. What you don’t know is that such a document, meant to protect your assets against legal action, should be reviewed by your legal counsel. You want it to stand up in court, so unless your staff member is a lawyer, you should have your counsel review the document your staff person creates.

Whether you produce hundreds or hundreds of thousands of products, how to protect your company from legal action is something you need to know … or to know your attorneys can do it and be able to explain what they’ve done to cover your assets.

Your accountant should know about tangible property regulations and other opportunities to save money or reduce your risk. If you are operating your business and don’t have or want to spend the time to learn about these measures, make sure your accounting firm knows what you don’t know. That’s the reason you engage them, so make sure they keep you abreast of potential risks and cost saving steps you should be taking.

There are consultants and other professionals available to assist you with the things you don’t know about your business. Your insurance representative should discuss errors and omissions (E&O) insurance if your company is liable for performance or other risks. Do you have adequate fire, flood, and other coverage? Do you know if any of your employees knows how to operate a fire extinguisher? Do you?

Did you know your website should be updated regularly? Does your web developer check on your search engine compatibility or updates every month? Is your web content still relevant to your target market? Have those market segments changed? Odds are they have.

When you start thinking about all that’s involved in operating your business, it can be overwhelming. Especially when you consider what you may not know that could pose a threat to staying in business. Things like changing tax laws, interest rates, banking regulations, market shifts, and consumer trends can be significant if they put you at risk without your knowledge of their impact.

Keep an open mind. Avoid assuming that everything is fine the way it is. Rely on your professional team – bankers, insurance agents, marketing professionals, legal counsel, accountants, and business/marketing consultants – for the wisdom that keeps you from being blind-sided. Ask for help when you need it. If you don’t think you do, it’s probably the time you need help the most.

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How Critical Is Consistency?

We all like to try different things. In business, however, being consistent is important … unless you don’t care if customers come back.

Think about a pizza joint as an example. Assume you order your favorite toppings and crust for delivery. When it shows up, within the promised time frame, it is hot and prepared to perfection. Your expectation has been established for the next time. The bar is set.

Two weeks later, you order the same pizza from the same establishment. It shows up hot and on time, but the crust is a bit overdone and the taste is different somehow. Maybe they forgot to spice it the same way. Okay, you can tolerate that, but now your expectations have been altered, maybe even reduced. You may even call the pizza parlor to ask the manager why there’s a difference.

The next few pizzas you order are tolerable but still not as good as the first. The joint seems to be having a hard time with consistency but still within a tolerable range fro delivered food. Then the bomb drops.

You order again and the person answering the phone is rude, asks you to hold, and rather than wait, you hang up and have someone else call it in. Same thing happens to them, and it takes five minutes to get back to you. If you are emotionally tied to ordering from that pizza place, you wait and place your order.

Thirty minutes after your pizza should have arrived, you call to find out if the driver got lost or what’s going on with it. No apology, just some line about being backed up and your pie is just coming out of the oven, so it should be there within a few minutes.

You expect a fresh, hot pizza that meets your standard for this pizza parlor. You’re hungrier than ever since you were ready to eat when it was due to be delivered. Instead, it arrives cold, the whole pie looks burnt – especially the crispy crust, and it tastes horrible. This is unequivocally not acceptable. Yet you’ve still paid good money for your dinner.

As the owner of this business, what would you anticipate the customer would do if you were them? Shut up and eat the pizza without complaining? Eat it but call to complain? Bring it back and demand a refund? Or the more likely scenario: Never order pizza from you again and tell everyone they know how horrible your pizza was?

The lesson for any business owner: What does it take to deliver a consistent product or service to your customers? In this case, making a pizza should be relatively simple: make a crust using your signature ingredients, put it in a cooking pan, add your signature sauce, top it with consistent ingredients and spices, and cook it in an oven set to the right temperature for the specified amount of time. Then box it up and get it delivered within the promised time frame.

Walk through that exercise with whatever product or service you offer to consumers. Assess what it takes to be consistent. The steps should be relatively simple and easy to identify. Those steps should be your normal and your staff should clearly understand that “normal” is the minimal standard to achieve. Nothing less than that should be tolerated.

What goes along with delivering a consistent product or service is the customer service side of the process. Back to the pizza example: How difficult would it be for someone in the business, preferably a manager, to call a customer back, apologize, and let them know the pizza is going to be delivered later than previously stated? Find the order slip, pick up the phone, and call the client. The point is to retain customer loyalty if possible. Unless you have enough business that you can afford to have only one-time customers.

For some business owners, it may be essential to have a business consultant come in and analyze what’s going on when it comes to processes and consistency. The solutions are often simple but may involve changing a company’s existing culture. There are firms, Brand Irons comes to mind, that can help assess those challenges and create options.

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A Global Perspective

Many business owners only think about their local clientele. They want to make sure they take care of the customers coming in the door of their establishment. That’s admirable, especially if your business is a restaurant or retail store.

A service business like a plumber or electrician may think more regionally and not have clients or prospects walk in the door, but any territory beyond that is rarely in their vocabulary. That’s a fault with most businesses who may think globally, but act locally. The reverse is what’s happening in the world’s economy today.

Thinking local but acting globally is the realm of the Internet, an essential location for any business to have a presence. The old adage about the three most important keys to success in business holds true – location, location, location.

Think of it this way – Any consumer in the world can access your corporate web presence. Anyone! So what? What if a corporate executive from Sri Lanka is relocating to your community and looking for a general contractor to build a new home for the family? Does your website … as a general contractor … let the executive know you are a professional and can get the job done? Is it relevant? And does your web presence enable the potential customer to contact you easily? What if the business person wants to build a new factory and employ 450 local workers?

Granted, the example may be a rare circumstance for a general contractor, but how do you know who’s viewing your web presence? Have they gone there intentionally or discovered your site at random? Did a social media post in LinkedIn trigger the investigation of your company’s capabilities?

Whether we like it or not, having a business presence on the Internet exposes our products and/or services to the global marketplace. It opens the door to doing business with people from every nation – from South Africa to Germany and from China to Chile. It also means you should be sensitive to requests from foreign countries and be amenable to providing your goods and services to residents of those nations if the opportunity presents itself.

You may not want to go global, but the global market is out there if you want to expand your business. If you want to avoid thinking or acting globally, you still need a web presence for your business. There’s no avoiding that in today’s business environment.

Make sure your website is mobile enabled so the younger generations can view it on their smart phones. You need to make sure your content is also relevant to the market segments you want to reach. Have a call to action, too. The future is here, now.

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Business Challenge: Managing Life Cycles

Every business goes through cycles, whether the owner cares to admit it or not. Business owners must first understand these cycles exist and realize when their company is entering a new one. The challenge is knowing how to manage the changes required to survive and thrive.

It begins with the start-up phase, where plans are made, products are defined, and strategies are formulated and implemented. This can be a difficult period for the business owner because hopes and dreams are attached to the success of their venture. Failure is a real possibility, but motivation is fueled by emotions rather than clear-headed thinking. From an outside point-of-view, an entrepreneur or potential business owner should stop and think about what they’re doing before getting in too deep.

Have someone look at the financial projections objectively, or consider hiring a firm such as Brand Irons to conduct a feasibility study to clarify the route to profitability. Base your business decisions on cold, hard facts instead of wishful thinking. Emotions can be brought back in with your marketing strategies.

Once the tough stage is behind, the next business phase is either a growth spurt, the transition to a different attack plan when there’s no growth, or closure. Growth is often the easiest phase for owners to manage. It requires adding production capacity, employees, sales people, and other elements that are indications the business is doing well.

The caution in growth stages is to continuously keep on eye on the numbers. Growing your business means adding more revenue, and it also means adding problems tied to that growth. Outside advice can prove valuable in matching projections to actual results and avoiding sugar-coating what may appear to be a rosy picture. Stay real.

As the company grows, business expands to fulfill the demands of the marketplace. There are many lessons where companies tried to expand too quickly and lacked the marketing or infrastructure or management to handle the expansion. Krispy Kreme doughnuts tried an expansion program and had to re-trench, as did Sonic with drive-in restaurants in northern climates. Controlled expansion is far more manageable, despite how strong a management team you may believe is in place to handle it.

One of the most difficult phases in the life cycle of a business for the owner to grasp is when the business has entered a maturity stage. Maturity can be caused by product or service obsolescence, changing market conditions, an inability to adapt to changes, the aging of owners and management, as well as time itself.

When it becomes obvious that a business has reached maturity, the critical decision is determining what to do about it. The major factor to look at is whether the products and/or services are still relevant to the consumer. Changes are needed when you can determine that what you’re doing is no longer relevant.

The logical choice for handling maturity is the next phase in the diagram, which is transition. Transition might involve selling the business, turning it over to a different management team, or implementing changes to adapt to the market’s demand. Keep in mind that maturity is a good phase for a business and may last for quite some time. Successful businesses start out with an end result in mind, making the transition a planned event. Mature businesses should also be considering transition options.

At every stage in the life cycle of your business, you can benefit from the advice of professional business consultants, such as your accountant, attorney, insurance agent, financial planner, and yes, a business and marketing advisor. Their role is to help you make more money and reduce your risks.

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Brand Success: Band-Aid

A key to the success of your brand, or any other brand, is to be first in the mind of the consumer. Do you ask for a facial tissue, or for a Kleenex? Do you ask for a soft drink, or for a Coke? Do you ask for an adhesive strip, or for a Band-Aid?

The 3rd Immutable Law of Marketing is the Law of the Mind, as defined in Al Ries and Jack Trout’s 1994 book, The 22 Immutable Laws of Marketing. Briefly stated, it means that being first in the mind of the consumer is more important than being the first to the market with a product or service. The success of Johnson & Johnson’s Band-Aid brand adhesive bandages is a perfect example of a company owning the consumer’s mind. The Band-Aid brand name today is synonymous with a first aid product, but it is also identified with a method of providing solutions to problems. It has become a common term in everyday language, which solidifies that place of ownership in people’s minds.

How many times have you heard someone identify a temporary solution as needing a “Band-Aid” for fixing the problem? The benefit to Johnson & Johnson is that every time the name is mentioned, in whatever context, it reinforces the brand’s identity in the minds of consumers. The consumer may not know that Band-Aid is a Johnson & Johnson product, but they do know what a Band-Aid can do for a cut, scrape, or other minor injury. The consumer doesn’t ask for a Curad bandage, even though that might be what they wind up using to patch up a small injury. They ask for a Band-Aid.

Owning the consumer’s mind, however, does not excuse Johnson & Johnson from continuing to provide a quality product to customers. That sense of ownership comes right back to the company. Johnson & Johnson’s reputation, to a certain extent, is built on the credibility they’ve established with the Band-Aid brand, and other brands in their portfolio. Johnson & Johnson must constantly monitor quality and sustain the brand’s identity at an exceptional level to continue their ownership of the consumer’s mind.

The success of the adhesive bandage for Johnson & Johnson has enabled the company to diversify and offer other medical-related products to that consumer market. Gauze bandages and a host of other products have found a place because the Band-Aid brand is so strong.

While this may be a great success story, you’re probably wondering what this has to do with your business. Good question.

Your brand may never achieve the level of ownership Band-Aid has in the mind of the consumer, but it could. You may need professional advice, but if you can become the leader in your industry and own a specific category or niche, there is an excellent chance your product or service can become the preference of your customers and others. It takes market research, graphic development, and a number of other pieces to put it all together.

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The Relevance Check

Every so often, business owners need to stop and check on their relevance in the world. It is far too easy to become complacent and consumed with our daily activities while ignoring our pertinence to the world around us. We think, like Mighty Mouse, that we can save the day because we’ve been there before or we know the answers … without even listening to the problem or trying to ascertain what it might be.

Business owners can have a tremendous impact in many areas of our human existence. You’ve surely heard the story of the shoe company owner who donates a pair of shoes to poor children for every pair his company sells. That has relevance, especially to the indigent young people who’ve never had shoes to wear, and we’re sure it makes the employees feel good about their ability to make an impact on the planet and people’s lives.

How many business owners sacrificed profits to keep employees working during the difficult economic times over the past several years? Quite a few, and that had relevance to the workers who were able to benefit from that generosity and keep their families fed.

The guide to relevance is through soul searching. Profits are certainly important; a business cannot survive without profitability. However, it is when profits become the sole motivator for business operations that the concept of greed enters the picture. It’s the gypsy mentality about taking money from other people however you can so you can enjoy a more lavish lifestyle.

Consider how relevant you are to your employees. Do they respect what you’re doing and follow your vision with a strong sense of belief? Or do they just show up and do their job, or the least that’s expected of them? Do they even know what’s expected? Even though you may have the best products on the market, your employees are the real asset to your company.

Think about your customers and how relevant you are to them. Do they need you, your products, and your services? Do they value what you offer, or are you just a commodity they need? Do they believe you treat them well? Could they purchase what you offer from someone else?

These are simple steps you can take to assess your relevance, and companies like Brand Irons offer assistance to help think these things through and assess where you are. One of the more important steps in the evaluation process, and often the hardest to face, is the self-evaluation. Are you doing what you truly want to do? Does it make an impact on the world? Are you happy going to work every day, or is it drudgery? Do you have time for your family, and do they appreciate the time you spend with them?

How relevant are you?

Brand Your Work – Work Your Brand

Product Presentation

One of the most important elements in marketing your business is how you present your company and your products and/or services. Presentation sets up the perception customers and potential customers have of what it is you have to offer. Poor presentation can develop a negative perception, and we all know a negative impression – especially if it’s the first impression – can be difficult to overcome.Presentation involves virtually every aspect of your business, from your web presence to packaging of your product, and from your corporate logo to your advertising impressions. There are psychological reasons to pay attention to presentation.

The example pictured pertains to positioning of your product. Most consumers are right-handed. While that may seem insignificant, it does play a role in product placement.

Store shelves are arranged to take advantage of human nature.

Store shelves are arranged to take advantage of human nature.On a grocery store shelf, dish washing detergents are displayed with the most prominent brand at eye level, front and center. The unwary consumer sees the top brand, notices the price, naturally grabs for a bottle, and continues on their trek through the store. It is only when they get to check-out that they realize they’ve grabbed the store brand instead of the brand they thought they had intended to purchase. Simple psychology applied to primarily right-handed people.

Look more closely and you realize the bottles are shaped and sized very much alike, and just as colorful so the perception is they’re all the same. At check-out, the consumer is less likely to return the store brand in exchange for a higher-priced product so the store’s psychological ploy has worked.

Have you taken a look at your company’s website lately? Does it present well to potential customers? When you take the time to think through the process of a potential customer finding your business on the Internet, you understand that it usually starts with a search engine query. If your website or other information fails to come up on the first page of search results, you only have a 25% chance of a user going further to find you.

If your website does land on the first page, it’s likely you’ve paid to promote your website, found the right key words to bring you to the forefront, and have a relevant page descriptor and relevant content that matches what the consumer was searching for. Those are the first steps.

Your website must then pertain to what the potential consumer is trying to find, and quickly. It should be easy to scan and locate the information they need to use your services or purchase your product. How all that information is presented is also critical. Make it easy for people to find what they’re looking for, and if you’re not sure what they’re looking for, ask them so you can enhance the presentation of your products and services.

You must get their attention, keep it, and get them to respond favorably to your call to action.

Presentation goes so much deeper:

Hand your product to a potential consumer with the label facing them.
Give someone your business card with the information easy to read.
Park vehicles with your company’s logo in conspicuous locations to maximize the advertising value, and make sure the vehicle is clean and attractive-looking.
Keep the entrance to your building neat and clean.

Remember, it’s hard to change a first impression. How do your employees present themselves and your company?

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Building A Commercial

The first step in building a commercial such as a 30-second TV spot or a promotional video for YouTube is to know your audience.

Basic demographics are age and gender. Understanding these basics for your audience, or viewer, are important because different age groups watch videos differently and each gender has different receptors for the message. The more clarity you have about your audience, the easier it becomes to design your commercial to get through to them and to influence their buying decisions. Remember that people, in general, prefer to avoid being sold and would rather make their own purchasing choices.

When you’ve determined which audience you’re targeting, part of the design work is to grab their attention. A good rule of thumb is to focus the attention-getting device (AGD) on your potential customers and what they are likely to want as the message relates to your product or service. Is the purchase for necessity, pleasure, or to avoid pain? There are other options, but we’re trying to keep this brief.

Once you’ve got the audience’s attention, the commercial needs to keep their attention or engage them to ensure the message is delivered as intended. Generally, you want to leave the viewer with an indelible memory, a positive perception, and/or an urge to buy what you’re selling. The hope is you will build brand identity and, if they like what they purchase, brand loyalty. You also want the viewer to stay through to the end, where you provide the call to action.

Know what you want them to do. That’s your call to action! Do you want commercial viewers to stop by your store? Would you prefer they call to set up an appointment? Send you an E-mail? Or do you direct them to your website for more information or to place an order?

Now that we’ve gone through the construction elements, let’s go back to the planning process. One of the worst reasons for producing a commercial for your business is “Everyone is doing it.” Know your purpose … and your audience. Whatever you attempt in producing a spot, you are building brand awareness. You want it to be favorable. Yes, you are trying to sell your brand, your product, your service, and maybe yourself, but keep in mind who’s going to be viewing your commercial. Why do they or should they care? Does the spot relate to them … or is it about you and your company?

Remember, too, that your commercial may not reach everyone in your intended audience, and will more than likely also be viewed by people outside of the audience you’re trying to reach. Both scenarios are okay.

What’s your budget? Fancy graphics, animation, and acting or modeling talent can rack up a big expense without any consideration for scripting, shooting, and editing the video. Plus you generally have to pay if you’re airing commercials on TV or cable channels. There are ways to reduce the expenses such as shooting two or three spots at a time, but either way, it’s best to have professionals help with production because your reputation, and brand, are on the line.

Consider, too, that you need to understand the time frame involved in producing a commercial. Concepts and script writing need to be thought through, modified, and finalized with your approval before the shoot can be scheduled. The logistics of finding a location, getting permission to use it, and then setting up the various shots takes time. The process of finding the right talent takes time, too. Remember to add in rehearsal time and get talent releases as well.

When you shoot video, shoot from several angles and do numerous takes to ensure you have enough material to work with when you get to the editing booth. Think of and take all the shots you think of so you can avoid returning to the location to shoot something you forgot you needed. Editing requires time to enter video, audio, graphics, and manipulate the sequences between scenes.

Sure, you can shoot some video with your smart phone and post it on YouTube, but is that the image you want to portray of your company?

Take the time to think things through, and get help if you need it!

Brand Your Work – Work Your Brand