by Kirby Hasseman
Okay, so maybe that was a bit of reverse psychology. If you are reading this, though, it must have worked. But I promise there is a point to this exercise. Many of you know that we have been creating content for quite some time now. I have created hundreds of podcasts, probably over 300 videos, and well over 500 blog posts.
I have committed to the idea of creating value through content, because it’s the right thing to do. (And it’s working). But one thing I have yet to REALLY learn is what will work. I talk about this a bit here.
What I mean by this is that sometimes I write a blog that I think is really good. I am excited about the topic and I think it will add value to a lot of people. I am fired up to push publish…and…nothing. Often, those sure-fire hit blog posts don’t seem to resonate. Then, especially as I was committed to writing a blog every day, I might crank out a quick one with very little thought and BOOM, that article takes off.
When I blogged about this in the link above I got quite a bit of feedback that I needed to see what my audience was passionate about, and stick with that. So I tried. I noticed that sometimes I wrote specifically about a marketing topic, and that did well. For example, this blog about how to deal with Haters online was read quite a bit. So I decided to write another article like that. Here is a one that discusses treating social media like a cocktail party.
The results? Meh.
Okay…maybe it’s about “real” stories and authenticity. This is a word everyone throws around a ton, so that must be true! I wrote this article saying “I am NOT for everyone” and it was one of the most read blogs of 2018. It was written out of a moment of frustration.
So what if I shared those moments more? I wrote this blog about being overwhelmed and…well…the results were okay. I have had the same results with video. I am excited about my Day in the Life videos. For example, this one where we lost our Drone got over 500 views pretty quickly. But we have others in this series that (it feels like) no one watches.
Just currently, I am excited about this video we created that’s a little more inspirational. It’s gotten some great feedback, so I am thinking of creating more things like that. The point of all of this exercise is that it’s a work in process. Even the best content creators have pieces of content that flop.
It happens in Hollywood all of the time! The best studios, producers and actors team up on a project…and no one cares. So if it happens to the best, don’t worry when it happens to you. It’s important, I think, to just keep showing up. Keep pushing out your message and your value into the world. You probably won’t know when something will flop.
But you also might be delighted when something really takes off and makes a difference. Oh…and the same is true for sales too. You never know if THIS will be the sales call that helps you break through. Go get it.
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by Kirby Hasseman
I have heard Twitter called the Cocktail Party of social media. Though I think that has merit, I don’t think it takes it far enough. I think Social Media is the new Cocktail Party. “Ok,” you might be thinking. “Why does that matter?”
It matters, because I think it really does give us a roadmap for how to behave online. The more I have the chance to speak to groups and organizations around the country on the topic, the more I am convinced. We hear all of the time that social media is different. It’s making people act differently. And, certainly, in some cases that is the truth.
There are the “keyboard activists” that you hear about all of the time. There are trolls. But those people are around us every day…not just online. My contention is social media is VERY much like the three-dimensional world. We try to make it different. But if we treat social media just like real life, we would be better off! Here are a few similarities I see between social media and a cocktail party.
Don’t Lead with Politics: If you just moved into a new neighborhood, and you were invited to a cookout, you would probably not introduce yourself to your new neighbors with political vitriol. You might not like the current President (or the last one), but you probably would not LEAD with that. And even if you did, you would not continue to say it all night long. We all know that person that posts 8 times per day about his or her political rants. I guess you might do this, but you would not be invited back.
Less Mean…More Good: If you (and the rest of social media) communicated as if they might see people later that day, we would all get more civil. Here’s the thing, we might still have the same opinions, but we would say them differently. What your mom told you years ago is still right. “It’s not what you say, but how you say it.”
Don’t Sell ALL of the Time: I am looking at you businesses and salespeople! You would never walk up to every person at a cocktail party and try to sell them your product without knowing anything about them! Sure, you might want to sell to them…but not at hello! But businesses do this all of the time! You go to their pages and all it says is “Buy from me. Buy from me. Buy from me.” Just like it real life, people are saying “I have to go over here” to get away from you.
Make People Laugh: People who are fun to follow online are very much like people you want to hang out with in real life. They make you laugh. They make you feel good about you. They inspire you. In a world where everyone seems to be all about snark and cynicism, make people smile. That transcends any platform. So if you (and your team) want to be better on social, stop treating it differently. Start treating it just like your next networking event. You might be surprised with your results.
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by Kirby Hasseman
Let’s address a “hypothetical situation” that happens all of the time.
You have taken the time to create a social media presence. Your Facebook page is solid and you post valuable content regularly. You are providing good information and engaging with the growing audience. You are killing it with your social media marketing.
Then one day, you get a negative comment. A customer came to your location and had a bad experience. They might have had an actual bad experience…or maybe they are just a difficult person. Their coffee was cold. Or their server was slow. Or their customer service representative was rude. Whatever the reason, they have decided to let the entire world know via social media!
What do you do now?
If this does not sound familiar yet, it will. The reality is, with the internet, everyone has a voice. And when people feel they have been wronged, they want to share that experience. The thing is, this is not a new thing. People have always shared their negative opinions. Now, everyone just has a larger audience. So what do you, as an organization, do when you get one of these negative comments online?
There are a couple steps to take (and they are outlined in detail in the GREAT book by Jay Baer “Hug Your Haters.“) But before we get to the simple steps, let’s reframe the discussion. We need to look a bit differently about the feedback. As I mentioned above, these conversations have always happened. But now you get to be a part of them! You get to address (the sometimes) very real issues with your service so that future customers don’t have the same experience. This is incredible intel to make your organization better! You need to start by looking at it that way. Don’t get defensive…get pro-active to fix the issue.
Now onto the simple steps.
When you receive a negative comment about your company, product or service, I recommend you respond to the comment by doing three things. Apologize. Empathize. Take it offline.
Apologize
Regardless of the issue, you don’t want your customer or prospects to have a bad experience, right? So apologize for it. “I am so sorry you had this experience.”
Empathize
This is when many of us feel the need to “give a reason” why this happened. This “reason” often comes off as an “excuse.” No one wants an excuse. They want to know they are valued.
Take if offline
I recommend you give them a number (to a real person) to call to discuss their issue. First, this shows you really want to handle it. Second, it keeps you from getting into an argument online…NEVER a good idea. This can be an incredibly effective technique. Often, you won’t ever get the call from the person. They just wanted to vent. But by responding, you not only responded to that customer, but everyone who knows them SEES that you responded. It shows you care enough to try and fix the issue.
And as customers, we know that caring can go a long way.
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by Kirby Hasseman
Delivering Marketing Joy is one of the pieces of content that I am most proud. Why? Probably because it was one of the first consistent pieces I produced…and it helped put me on the map.
Now, nearly 250 episodes later, it’s still rolling. As you might expect from a journey like this, I have learned a lot from Delivering Marketing Joy. But what can it teach you? Here are a few lessons I am proud to share.
Don’t Listen To The Voice: I have talked about this before here, but it’s worth mentioning again. The hardest voice to overcome when starting something like this is the one in your own head. For Delivering Marketing Joy, I had to overcome the voice telling me that no one wanted to talk to me on an interview show. Who was I? I am so glad I pushed through that. Most people were more than willing (and generous) to spend the time.
Share Platforms: One of the reasons I think the show worked (early on) was because I was sharing platforms with other people in the industry as I grew my own. In my first episode I talked with Mark Graham. He was already an influencer in the industry, so I was able to leverage his audience too! Obviously, the goal is to provide value. So by sharing platforms you get to share the goods with more people.
Stay With It: When I was about 20 or so episodes into the show, I was kind of tired. I was proud of how many shows I had done…but I did not know whether it was worth it to continue. Insert Seth Godin. I got the chance to interview him (with Mark Graham) and Seth mentioned that he had seen the show! Wow! Then he said something I will never forget. “Stick with it. In 3 years you will be glad you did.” At the time I did not have the next episode lined up! But I did keep it up. And Seth even agreed to be my guest when I got to Episode 100. Watch that here.
Be Consistent: This is something I preach a lot…because I think it really matters. If you want to build an audience (and I am still working on it), you need to be consistent. It’s important to the audience. But I think it’s important to you too. It sets a deadline. Otherwise, it becomes really easy to “just miss one.”
Start With A Few in the Bank: This leads nicely to Start with a few “in the bank.” When I started DMJ, I heard that the average web show never makes it to Episode 5. I have no idea if that was true. But I was obsessed with starting with 5 shows done! That bank of episodes gave me some confidence and gave me time to get more going!
Don’t Worry About the Metrics (at first): It’s not about creating a “viral video.” It’s about creating value. Way too many people get really focused on the numbers too early on. It’s a recipe for frustration. You are (likely) not going to have a big audience at first…so the numbers are not going to be impressive. That’s fine. It will build. Plus, I have found that despite the numbers, you never know who is watching. Keep focusing on the value…the numbers will take care of themselves. Delivering Marketing Joy is a weekly class for me. I learn something all the time. But these are just a few lessons that I am reminded of as I look back.
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by Kirby Hasseman
The Delivering Marketing Joy Podcast is back! Our goal here is to attack 2018 with a vengeance! The Delivering Marketing Joy Podcast will provide some inspiration, motivation and education to make it happen! Consider this your 10 minute “kick in the pants” to get your week started off right!
Today on the podcast we take a look at the recent Online 18 from Dale Denham. Dale recognizes his list of 18 Online Influencers (you can find the list here). This time on the Podcast I take a look at some lessons you can learn from the folks on this list…and how you can apply them.
Once again, special thanks to Dale Denham for putting together this list. It’s great for discussion…and pushes me to do more (and better) work. And congrats to my buddy Bill Petrie for being Numero Uno on the list this year! Awesome stuff. As always, make sure you never miss an update. We are posting new content every day. So sign up here for our VIP newsletter to make sure you get the best of the best!
by Kirby Hasseman
It turns out my first sales manager was half right. When I first got in sales, I was told “When in doubt, go and see the people.” It was an over-simplification, of course. On the other hand, it’s always seemed to work for me. When I was waiting for the phone to ring or waiting for the sales to come in, I hear that voice. “Go and see the people.”
In Jonah Berger’s book “Invisible Influence” I am starting to learn why this works. In multiple studies, Berger explains that familiarity and having the “people see you” works. In one study, pictures of female students were judged on their level of attractiveness. (Cringe all you want, it was the study). It turns out that if the female students were seen in the class, they were judged to be more attractive. Other studies showed that “being seen” more often could make your more likable and trustworthy.
From my perspective this brings powerful insights into the world of sales, brand building and more! So here are a few takeaways…
See the People
Though the script has flipped a bit, the adage still holds water. When you are feeling reactive in your business, get out of your office and go “let the people see you.” And if you can add value in some way (or just to say thanks like this post suggests), even better.
Social Media
This is one of the reason great social media works. We are giving people a chance to “see us” on a regular basis. Some people would say this can be overdone. Maybe. But the science from this book suggests otherwise.
Consistency is Key
This is also a bit of science to back up my belief in consistency. Whether we are talking about social media, content marketing or sales, you need to be consistent in your efforts. We all have that voice in our heads that tells us we need to stop...it’s too much. But we need to push through that and continue to “show up” with your prospects and clients. Let them “see you” over and over again. Make sure never miss the opportunity to “see us!”
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