What do Harley Davidson, Yeti, Nike, Apple, and Jack Daniels have in common?
These brands are all larger than life. And they have a huge group of Enthusiastic Brand Ambassadors who love their brand. The company doesn’t pay people to wear their brand. Their customers pay them for that opportunity! Those are enthusiastic brand ambassadors. There is incredible power in having that type of brand.
So, now that you have started to gain customers intentionally, how do you start to build Enthusiasm for your company? How do you build a real brand?
Let’s start with the foundation.
Step 1: Fulfill your promise.
If you don’t do what you said you would do…you are dead on arrival. You have to deliver. Say what you will do…and do what you say. It’s basic…and it’s foundational. If you don’t do this…you are done.
This is one of those moments when everyone nods and says, “Yeah…I know that.” And I am sure you do. But then why, as customers, are we so often disappointed? It’s because even though we know we are supposed to live up to our promises, we don’t always do it. So, if you want to build a brand that lasts, you have to start there.
Step 2: GLUE
A friend of mine named Stan Phelps talks about this concept in his book called The Purple Goldfish. It helps you create a brand “that sticks.”
It’s an acronym that stands for Give Little Unexpected Extras.
Now that you have delivered on your base promise, it’s time to level up the experience. When you take just a little extra care of your customers, they stand up and take notice. The bad news is, we hear all of the time about the lack of customer service in the business world. The good news is, that means it’s easy to stand out!
Let’s break it down.
Give: Provide some extra value. Do just a bit more than advertised or promised. When you do,
you surprise and delight your customers in a wonderful way.
Little: Great news…it doesn’t have to cost a lot! It can be an extra sticker in the box. Maybe it’s one extra item for free. Maybe it’s an extra special email response that makes them laugh.
Unexpected: It shouldn’t be every time. If it’s an every time occurrence then the customer will come to expect it. Just occasionally…make them smile.
Extra: As we said, find a little way to do just a little bit more. A little bit more can mean a lot.
The fact is, when you add GLUE into your marketing, you give people a reason to talk about you in a great way.
Step 3: Own Your Mistakes.
No matter how hard we try, we will all screw up sometimes. None of us are infallible, as a person and as a brand. When that happens (not if), own it and fix it. Don’t play the blame game.
Again, I know this sounds like a no-brainer. But it’s not. We all want to fight the urge to be blamed for mistakes. But the sooner we lean into the mistake, the faster we can fix it. And problems that are fixed quickly and respectfully turn haters into enthusiastic ambassadors.
As I tell my team, “Remember, everyone looks good when everything goes right. When things go wrong, we have a real opportunity to shine.”
Appreciation Marketing
Now that you have the foundation set, it’s time to supercharge your opportunity to create real Enthusiasm around your brand. Showing real appreciation to your customers is a pretty easy thing…but so few companies really do it. As a matter of fact, check out this statistic.
69% of customers that leave you, will do so because of perceived indifference.
Think about that! Nearly 7 in 10 customers will leave because they don’t know if you care. So, gratitude and appreciation are superpowers in business. I find myself singing Billy Joel as I type this and urge you to “Tell Them About it!”
And while it’s important to show appreciation for every customer and every order, your bigger customers might mean even a little bit more.
You see, most businesses follow Pareto’s Rule when it comes to revenue. That’s the 80/20 rule. It means that 80% of your revenue likely comes from around 20% of your customers. If one of those 20% leaves you, it can be a big blow to your bottom line. So, it’s even more important for you to make sure you show those customers real appreciation.
Quarterly Appreciation Program
The fact is, we all get busy. So even though we want to show gratitude, the whirlwind of life can often get in the way. That is why I recommend creating a quarterly appreciation program to really make sure your 20% is recognized regularly.
How does it work? It’s pretty simple.
First, decide the budget. How much can you spend on each client per year? Remember, this is one of your best clients. Consider this your marketing budget for reaching them. The fact is, we all spend a lot of money on new client acquisition (and we should). But maintaining our current (and best) clients is often just as important, and creates a higher margin!
Now that you have that number, simply divide by 4. This establishes your quarterly budget. Now, choose a piece of branded merchandise that fits in the budget for each quarter.
Why a piece of branded merch? First, because it lasts. You want your top clients to see this item and remember you (and your appreciation) every time they use it. And second, because this is how you start to build a tribe of raving fans. You want this group carrying these cool items and repping your brand…everywhere they go.
Now that you have the items selected, make sure they are ordered to be delivered a couple of weeks before the beginning of each quarter (or when you want to ship them or deliver them). This will give you time to work that into your schedule, so they are delivered in a timely fashion.
Then, just like in sales, the fortune is in the follow-up. Follow up with this top 20% with a call and just let them know how much you appreciate them. This personal touch will push this idea over the edge.
These are the steps to taking your brand to the next level and creating Enthusiasm for your organization.
Want to dig deeper into this? I cover it in my new book Hit The TARGET. Head to HitTheTargetBook.com/video to sign up for the video course today. We will email you a short video for each letter in the TARGET marketing framework in order to help you level up your marketing faster.
“Nothing happens until someone sells something.” This blog is part of an ongoing series of blogs featuring the TARGET Marketing Framework. You can get our TARGET Marketing Playbook for FREE here.
While this quote has been attributed to several people (including Peter Drucker and Thomas Watson), the person who said it first is not as important as the message. No organization can succeed without sales.
Sales is not a dirty word.
Let’s start by breaking down some misconceptions. We have all seen the sleazy salesperson that is portrayed on TV and in the movies. This person doesn’t care about you or your needs. They just want to “get you into this car!”
While there are certainly people like that in the sales profession, that is the exception…not the rule. We need to break the stereotype because it’s chasing people away from the profession. And if “nothing happens until someone sells something,” then we need great people in sales.
The Latin term for sales references “serving.” This is a definition I can get behind. Let’s move away from the idea of manipulation, and step into the idea of helping someone get what they need. The best sales professionals I know generally listen (and care) about the people that they want to serve. They are experts in their fields and can confidently make recommendations that are in the best interest of their customers and prospects.
This is the kind of salesperson I want to be.
Recently, my wife and I went to a local tractor store to look for zero-turn mowers. I have a lot of grass to mow, and I wanted to find something that could help me speed up the process. I had done some research online and found a zero-turn model that had a steering wheel. Since I had never used a zero-turn mower, this appealed to me. So, we went to the store to see them in person and learn more.
The salesperson came out and we discussed the problem I was trying to solve. He asked several questions about what we wanted and gave us some information.
Then he said, “How much are you mowing?”
When I told him I was mowing at least 10 acres, he said “Oh…then that’s not the mower you need. You will burn that up in 18 months.”
Then he guided me to a mower that would better fit my needs. It was still a zero-turn, and it still had a steering wheel. That is the one I bought…and I am very happy with the purchase.
He listened to the problem I was trying to solve, and then made recommendations based on that need.
I didn’t feel sold. I felt served.
Everyone Is in Sales
Sales is not just a department. Don’t get me wrong. There are probably people in your organization that are on your sales team.
These are the people who might be responsible for proactively going out and making offers to your customers and prospects. Or maybe these are the folks who actively take the incoming calls to sell to your audience.
But make no mistake…we are all in sales.
Let’s take a car dealership, for example. Yes, there are commissioned sales team members. But once they have helped you find the car of your dreams, there are so many more people you will interact with. If the finance guy or gal is grumpy, that affects the whole experience. If you call in and struggle to get the service team to take care of you, you will be frustrated. Or maybe it’s as simple as how they answer the phone. All of those interactions color the customer experience. All of those people are in sales, whether they know it or not.
Don’t Try to Sell Those That Don’t Want What You Sell
This is a hot take that often raises eyebrows. But I have no interest in trying to convince people who absolutely don’t want my product or service. There are just way too many people that will. I see so many people trying to convince the inconvincible. This is not only frustrating for this prospect, but it’s a total waste of your energy. Now to clarify, if there are some objections to overcome…that’s different. There are often times in a transaction that you will need to work through some details. That is not the time to walk away.
On the contrary, I believe in walking away on the front end. You read that right.
When I run into a complete non-believer in marketing, I am not going to waste my time trying to convince them that social media can be a great tool. They will never believe it. And to be honest, by the end of the conversation, they will just frustrate me by being obtuse. There are just too many prospects that believe in what I am selling to waste my time.
Make The Offer
Now that we have established that sales is vital, no marketing plan would be complete without sales being a part of it.
This is a place where people sometimes get hung up…and I think it’s about clarity. You want to make a compelling offer that serves that perfect customer. That kind of offer addresses a pain point that prospect has and (hopefully) solves it.
Now just make the offer.
Too many inexperienced salespeople, entrepreneurs, or marketers want to get clever here. They want to soften “the ask.” I find that this is just insecurity. Just push through and be clear with what you are selling.
As Donald Miller (author of Building Your Storybrand) says, “When you confuse you lose.” Make the offer.
The Fortune is in the Follow-up.
Finally, don’t forget to follow up. Now that you have made the offer, you will find that some people are just not ready right then. Don’t take it personally.
Unfortunately, rejection is a part of the job.
But remember, often it’s not “no.” It’s “not now.”
When prospects or customers say “not now” to me I am diligent in my follow-up. Studies will tell you that it often takes 13 touches before a prospect turns into a customer. And yet, the average salesperson only follows up once. If you continue to follow up, you will stand out and often get the business.
My rule is simple. You have to tell me “No.” Sounds simple, right?
The thing is a lot of people don’t want to tell you no. They want to be nice and hope you will give up.
But remember this. Nos are fine. Yeses are great. Maybe’s will kill you.
Once you have made your offer, stay with that prospect until you hear yes or no.
It’s simple. But not easy.
Want to dig deeper into this? You should check out our TARGET Marketing Playbook here for free. We break down what makes up a great marketing plan and how you can implement it. And you can check out the entire book on the subject. “Hit The TARGET” is a parable that outlines how to take all of these tactics and implement them in real life. Learn more here.
At Hasseman Marketing we are so excited to announce that Kirby Hasseman is releasing his new book “Hit The TARGET.” The new book, which is a parable, is based on the TARGET marketing framework that we teach our clients in order to market their organization better.
“I am so excited about this new book,” says Kirby Hasseman, CEO of Hasseman Marketing. “I have never written a book like this and I hope it will make our TARGET marketing framework relatable to everyone.”
The new book is about Michael Mark. Michael’s life is in shambles. His wife died in a tragic car accident, and his business is falling apart. Michael gets a call from the bank and learns that he is about to lose his family home…and he has 3 weeks to save it. Michael meets Charles and begins to learn to take control of his life. Charles teaches Michael about the TARGET marketing framework in order to help him turn his business (and his fortunes around). While the lessons are powerful, will Michael be able to turn his business around in time to save his home? Will he be able to Hit the target?
Kirby Hasseman is the author of several other books including Delivering Marketing Joy,Fan of Happy, and the Give First Economy. In addition, he is the CEO of Hasseman Marketing. Hasseman Marketing is a full-service marketing agency in Coshocton, Ohio. Learn more about Hasseman Marketing at HassemanMarketing.com.
It’s time for Thirsty Thursday! Thirsty Thursday is the award-winning piece of content from Hasseman Marketing where we take a mystery drink out of a piece of branded drinkware! It’s funny. It’s irreverent. And we will show you some really cool merch as well! This week we feature the Padova Series from our pals at Moderne Glass. But wait…there’s more! This time, we celebrate Briar Swigert’s 21st birthday by welcoming him to join the show! Watch the latest episode here and help us wish Briar a happy birthday!
Why Should you consider the Padova Series?
This double-walled vacuum-sealed drinkware piece has a great look and several colors to choose from. And the price is right as well!
It’s time to reach…and it’s time to build your reach. This blog is part of an ongoing series of blogs featuring the TARGET Marketing Framework. You can get our TARGET Marketing Playbook for FREE here. Now let’s talk about how to increase your reach in business.
The first part of Reach is to simply reach across platforms and start to build your brand. This is when you want to create content targeted at providing value to that perfect customer. The format may vary (as will the social media platform), but you must create more content than you are comfortable with.
This is when you will hear that voice in your head…pushing back.
The more you push, the louder this voice will get. You will hear things like:
“Who do you think you are?”
“No one wants to hear from you!”
“This is too much!”
“You are full of yourself!”
“Yeah, but…”
And much more. This is the voice inside your head that is trying to keep you safe and comfortable. And when it comes to Reach…you will need to get uncomfortable.
Gary Vaynerchuk, in a recent interview, said that you need to be creating up to 40 pieces of content a day, across Facebook, Instagram, YouTube, Snapchat, TikTok, and LinkedIn. Read that again. 40 pieces of content per day!
Hear that voice yet?
While I am not going to prescribe a specific number of posts you need to make per day (though I love that Gary V does), I will say, it’s more than you think. This is brand building in a noisy world. One post per week is not going to cut it. You have to force yourself to reach.
It’s time to Give First
I have said that we are in a “Give First” Economy. The entrepreneurs, marketers, salespeople, and organizations that provide value first, are the ones that are going to win. This builds trust and integrity with the exact audience you want to reach. It means you are creating content that actually provides value.
So many small businesses use social media like all other forms of advertising. They just sell, sell, sell. And while there is a time to go for the sale (we will talk about that next), now is the time to answer questions, give tips, and entertain. During the R stage, you are building the relationship and building a brand.
Need a basic jumping-off point? Start with the ten questions you find yourself answering all of the time. Now create content that honestly and thoroughly answers those questions. These might be blog posts, TikToks, YouTube videos, and Instagram posts. But by answering the questions and giving first, you are starting to build a real relationship with those you want to serve.
Finally, while you are Reaching across platforms, don’t forget to build your Reach. What I mean by that is, to keep nurturing the list you are building for your organization. Now is a great time to continue to promote your lead magnet. It’s also a great time to deliver this relevant “give first” content to your list.
This is a great way to continue to build the value of your list by giving them value on a regular basis (that is not just a sales pitch).
How big is your list? This blog is part of an ongoing series of blogs featuring the TARGET Marketing Framework. You can get our TARGET Marketing Playbook for FREE here. Now let’s talk about how to build a list for your business!
What do I mean? I simply mean, how big is your list of customers and prospects that could buy from you? And do you own that information? Do you have their phone numbers, mailing addresses, and emails?
Oh…and do you have permission to contact them when you want?
If you don’t have a list…you don’t have a business.
The A in TARGET means it’s time to Attract your perfect customers and prospects to your owned list. This will not only allow you to provide them with valuable content but will also let you provide them with great offers when the time is right.
But what is “owned” media?
As business owners, marketers, entrepreneurs, and salespeople, we have gotten very comfortable with “rented” media. Rented media is when someone else owns the audience, or the audience’s attention. They decide who and what is exposed to it. And they charge to give access to that attention.
The radio station owns the audience. The TV station owns the audience. The newspaper owns the audience. We simply rent some time. And to be fair, they should own the audience. They have spent the time to create that relationship with the audience. They have created valuable content for them.
It’s not your audience. You are paying to have access.
And for those of you saying, “I don’t use traditional media; I have my audience on social media.” Bad news. You don’t own that audience either. Facebook owns it. YouTube owns it. TikTok owns it. The reason I know that is, if that platform goes away, or changes its algorithm, or just gets mad at you, it can all go away…just like that. You don’t own those contacts, the platform does.
A couple of years ago, Facebook and Instagram just went down for about 6 hours. No explanation. Just…down. And many of my entrepreneur friends lost their minds. Their entire business went down with it. They had no way to contact their clients.
It was a great reminder. While I am a big fan of social media (and we will talk about that in just a minute), we need to continue to work to grow our own audience, so that when (and I did not say “if”) one of these platforms goes away, we still have access to the audience we have created.
You need to create “owned” media.
So how do you do it? Here are 3 ways to grow your list.
Start with the low-hanging fruit.
First, if you have an existing business, reach out to those clients you are already working with. Explain to them that you are starting a newsletter (to provide them with value, content, etc.). In it, you will send them special deals for being a part of this “VIP” group. In addition, I like to let them know how often I will be sending the email (and promise not to spam them). We have all been on the list that sends 12 emails a day. That’s no fun…and it diminishes your trust with the audience. You want to provide real value for your perfect customers and prospects!
Now that you have established your list, it’s time to actively grow it.
Second, use your social channels to ask. If you have created a following on social media, this is a great place to invite people to follow you for “VIP” access. Explain the same thing that you did to your customer list. What are you going to send them? How often will you send it? Why would they want to sign up? While not everyone will sign up from this invitation, some probably will jump on board!
Third, it’s time to create a lead magnet. A lead magnet is some piece of content that will provide that prospect or customer with something that has a lot of value to them. This is why it’s so important to spend time on the (T) section identifying that perfect customer. By knowing them, you can create something that really addresses their needs.
This lead magnet might be a PDF, a video, an audio, or a video series. But it’s something that helps your perfect customer go to where they want to go. And let’s face it, it needs to have real value. If someone is going to give you their email, they want to make sure it’s worth it. So, I am a big believer in trying to over-deliver here.
This is a perfect place to start your relationship on the right foot.
Now that you have the lead magnet created, don’t be shy about sharing it! This needs to be prominently placed on your website, social media, and maybe even on your business card. Make sure you are giving every prospect and customer the opportunity to give you their contact information!
Remember…if you are proud of the content you are sharing on this email…then they need to be a part of it!
Bonus Idea for Starting the List
Another idea for kick-starting the list is by creating a contest. In this example, you might give away something really cool (that your perfect customer would love) in order to gather names for the list. This can be a great way to get your list started.
My wife and I renovated an old building in Coshocton, Ohio. She did a ton of work on the building, and it is now a successful Airbnb. We have people from all over the country coming to our community to visit…and they stay with us. It’s really cool. (You can learn more at ChooseCoshocton.com).
The problem, as I see it, is that we don’t “own” the audience. Airbnb owns it. And to be clear, we think they do a great job. But what happens if Airbnb goes away? Our business goes with it.
So, we decided we wanted to be more intentional in creating an avenue that we could communicate with our intended “Targets.” The problem was, we had none of their contact information.
So, we started with a contest.
We posted a contest giving away a two-night stay in our community. In addition, we offered a $50 gift certificate at two local restaurants. We created a landing page to capture the information and posted to social media. In addition, we also asked the local Convention & Visitor’s Bureau to include the contest in their email (an audience of people who visit our area that they had created).
The result was great! We got several hundred people who signed up for the contest and became the beginning of our own “owned” media. We have since created a lead magnet for the area and continue to build the list.
