Power Marketing

George TorokKeynote Marketing SpeakerCo-author of Secrets of Power MarketingGet your free copy of "50 Power Marketing Ideas"Power Marketing on FaceBookMarketing Zoo on Twitter

If you want prospects to return your calls give them a compelling reason to do that.
It’s tough reaching business decision makers by phone. You either get screened by the gate keeper or trapped in voice mail. That means that sales and marketers need to be smarter not dumber.

Of course, there is the legion of folks that you can reach on their cell phone, day or night, in the car, restaurant, toilette or grocery store. Those cell phone zombies answer their phone because they can’t make decisions. They just crave the ego stroking of wasting your time on the phone. That’s dumb.

I like reaching voice mail because then I can leave a specific message for my intended recipient. That message will tell them exactly why they should call me. That message qualifies valid leads and disqualifies dead ends. You don’t want everybody returning your calls. They will waste your time. You only want real leads to call you. That’s smart.

How can you do that? Invest your time thinking before you call them. Why would this person call you? What can you say to trigger that interest? What can you say that compels them to call you? They aren’t going to return your call just because you called.

Yet, many callers don’t seem to be able to leave a message to get decision makers to call them back.

Here are two examples of voice messages from Dumb and Dumber.

The names of the individuals and the companies were changed to protect the guilty - this time.

Listen to this message from Dumb.

---------------------------------
“Hello George, This is Sue from ABC computer systems. I’d appreciate it if you’d return my call. My number is 555-555-5555.”
---------------------------------

Look at that message. Why would you call? Who cares what she appreciates? What pain did she offer to fix? What special offer did she present? Why would you call? Perhaps, if you were bored. The message didn’t qualify return callers. Most of the return calls will be a waste of time. That's dumb.

This company had repaired my computer. I’d received this message previously. One day I was bored and curious, so I called. Sue told me that she was calling to see if I needed their services. I was annoyed that I wasted my time in returning her call. She could have said that on her message (I told her that) and I would have appreciated her follow-up. Instead I was annoyed by her lack of thought and value for my time.

I’d appreciate if you’d tell me why you are calling and why you want me to call you.

Here’s the voice message from Dumber.

------------------------------------
“Ah, Good morning, It’s Roger calling on behalf of Down Stream. If you could please give me a call back, ah, regarding your internet and phone services. It’s 555-555-5555. Again it’s Roger calling on behalf of Down Stream. Thank you”
------------------------------------


Roger didn’t say my name. That suggested that he didn’t care about me. If he listened to my answering voice message he would have learned my name.

He didn’t mention a benefit. Why should I call him? He said nothing to compel an interested buyer to call. What pain could he fix?

One more dumb thing. The sentence that starts with “If you could” needs to be balanced with the promise. That sentence should run, “if you do this I will do that”. Instead it was left hanging with nil promise.

Dumb voice message Sue. Dumber voice message Roger.

If you want prospects to call you back, tell them why they should call you. Don’t be dumb. Don’t be dumber. Instead think about the needs and desires of your prospect before you call.


George Torok


Marketing Speaker


Business Speaker

Do you want to deal? Then let's trade.

It's doesn't have to be equal value but it does need to be perceived as equivalent value.

I learned about how to make business deals in elementary school - grade one - seven years old.

We traded baseball cards. A deal sounded like this, "I'll give you a Mickey Mantel for your Yogi Berra."

That's clear.

The answer is yes or no - or let's re-negotiate.

There was no deception in that offer. Your word was your contract. Nothing was in writing. We understood each other.

Stop positioning and proclaiming your policies. I don't want to talk with your interns who can't make decisions.

Do you want my Mickey Mantle or not. If so, give me your Yogi Berra. If you don't want to give up your Yogi Berra, then why are we talking?

George Torok Keynote Marketing Speaker Co-author of Secrets of Power Marketing
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Kitchens or Bridges: What are you selling?

Concrete Formations
Who would have guessed that from the company name? When I pointed this out to the business owner he seemed distressed that I didn't understand him.

He was selling kitchen counter tops that could be shaped as the customer wanted. It would look like marble at much less than the price of marble. But he saw himself as a concrete guy. Imagine a husband telling his wife that the concrete guy is coming to do the kitchen. Would she envision a cement truck backing up to the window?

When describing your product or choosing your company name consider what prospects might be looking for - in the yellow pages and online. Perhaps something about kitchens and custom shaped counter tops. I suggested that he rename his company or product with kitchen counter tops in the title. He looked at me as if I was strange.

If this was an affordable alternative to marble counter tops call it Faux Marble tops.











George Torok
Power Marketing

Click here to register for your free Power Marketing Tipshttp://www.torok.com/marketing/free.html

That's one powerful advantage that you have over the large corporations. They can't be personal so they try to compensate by spending tons of money on advertising. You can't compete with their budgets. But you can compete using your strengths and still win.

As an individual or small business you have the advantage of being able to use personal marketing. The bonus for you is that personal marketing doesn't need to cost much.

What are the 3 keys to personal marketing?

1. Be personal



To be personal means treating customers as people. Call them by name. Smile. Engage them in conversation - not just for selling to them. Discover some personal information about them. How can you personalize your service to please them more? Keep track of that in your database.

2. Have a personality

3. Exude confidence

Personal marketing is a powerful marketing strategy that is available to you. It can be both profitable and fun. Use it!

George Torok
Power Marketing

Click here to register for your free Power Marketing Tipshttp://www.torok.com/marketing/free.html

Treat your customers like royalty - but not kings & queens

If you treat all customers the same you will waste your time and money. You might also chase away your best customers who feel unappreciated.
Some customers are better than others. You should treat those high value customers better and they should know that they are special customers.
Categorize your customers into three groups, A, B and C. (You could call them Platinum, Gold and Silver.)

A are your best customers. They are highly profitable, hire you often and lead to other business. They are a delight to serve and you would like to spend more time with them.
Invest more time and effort in pleasing them. Contact them most often. Convey elite status on them, similar to the airlines and hotels. Look for ways to offer additional services and value to them. Learn as much as you can about them. Focus your marketing on finding more customers like them.

B are the in-between customers. They are easy to work with but not big profit generators. Look for ways to move them up to A status and make it clear that they are not yet A customers. If they like you they will want to be A status.
If they don't like you they will quickly drop to C status. Don't cry. That's a blessing.

C are your bottom rung customers. They are mildly profitable at best, require a lot of maintenance and might be difficult to deal with. Look for ways to automate your contact and downgrade the serve level to them. You want to minimize your cost or convince them to leave and bother your competition.
Treat your customers royally but not equal. This will reward you with a better return on your investment.

George Torok
Power Marketing

Click here to register for your free Power Marketing Tipshttp://www.torok.com/marketing/free.html

Who would have guessed that this ad is from a credit union?

It's bold, edgy and maybe even offensive.

I like it. It's about time that the credit unions are leveraging their strengths over the big bad banks.

This was the cover page of an insert in the local newspaper.

When you opened it, the next page boldly stated.


"Actually, at FirstOntario Credit Union, you are an Owner."

I love it because it smacks the banks in their face - and who really loves the banks?

The headings on this page read:

Now you can bank where you have a voice.

Member privileges, because you're an Owner.

That was followed by customer (owner) testimonials that read:

"If I owned my own bank, I'd stop nickel and diming."

"If we owned our own bank, we would treat customers as people not profit centres."

"If I owned my own bank, I'd help customers, not bankers build their nest eggs."

Tip of the hat to FirstOntario Credit Union.

I suggest that you be bolder and promote your difference from the banks.

Show a picture of the bank's office tower - then a picture of your office cottage.

Print the salaries of the banks executives - then your executives.

List the board of directors of the banks - then your member directors.

My message to credit unions - stop hiding. Step out and offend the banks. People will love it.

Check out First Ontario Credit Union.

Good customer service is your best marketing. Bad customer service is your strongest marketing challenge.

Is customer service getting worse? Or are customers becoming more demanding? I think that it is both. I know that I expect more and I'm experiencing worse customer service.

Review this summary of customer dis-service reports, posts and articles.


Customer Service Sucker Punch: How Can I Help You?


Have you noticed that this phrase does not often mean what the average person might think it means.

It's a deception, a feint, a sucker punch phrase wielded by customer service managers.

A sucker punch is an old boxing term. The fighter in the red trunks lowers his right hand thus leaving an opening. His opponent, the fighter in the blue trunks notices the opening and excitedly moves to take advantage of the opportunity. But Blue fails to notice Red's cocked left hand. Blue ignores caution and springs forward for an expected easy win. But Red catches Blue with his ready left. Red destroys Blue who walked into the sucker punch.
Read the rest of Customer Service Sucker Punch: How Can I Help You?




Apparently You, The Customer, Are The Problem


"I don't know what is going on. I was supposed to leave an hour and a half ago."
That was the first thing that our waitress said when she arrived at our table. We had arrived more than five minutes ago and quickly decided on our usuals. This was one of our regular restaurant chains. We had not been to this location before. We were on the way home after a long drive. We were looking forward to enjoy our usual, quick service and then back onto the highway for the final leg home.
Instead we were seated by a friendly hostess and quickly forgotten - or so it seemed. A stern waitress walked by us at least three times without making eye contact. A stoic waiter (who also had mastered the power of avoiding eye contact) served the group across from us who arrived after us. We were wondering if we should leave. Perhaps we were at the wrong table.
Customer service managers seem to be using this same technique on their customers. Instead of helping customers they sucker punch them.
Read the rest of Apparently You, The Customer, Are The Problem


Customer Dis-service: Have a Nice Day

That's what the cashier said to me at the end of my purchase. "Have a Nice Day."

I said nothing back. Why? Because I felt that her statement was insincere. From what I saw, her well-meaning statement was delivered because the company instructed her to deliver it at the end of every transaction. She really didn't mean it and she didn't understand why she was saying it.

The strange thing is that the cashier probably thought that I was rude for not responding.
Read the rest of Customer Disservice: Have a Nice Day

Good time to review your branding strategy for 2012.

Check out these provocative articles about branding. Warning: You might find some of these ideas offensive - and that's what a good brand should do.



The Branding Fallacy


Your Branding might be killing your business

Beware of the branding zombies. They regurgitate meaningless mantras like "branding is good", "you need a brand" and "we can help you develop your brand." These creatures only want your life blood. Unfortunately these zombies don't look like the ones in Michael Jackson's Thriller video. They look like you and I. They call themselves branding consultants, marketing agencies or graphic designers. And they try to sell you snake oil remedies.

It's time for a branding wakeup call. This might hurt especially if you have recently succumbed to worship of the brand. Remember, "Pay no attention to that man behind the curtain" in the movie The Wizard of OZ. I'm ripping back the curtain. You might not like what you see. But it might save your business. I'm urging you, "Pay attention to the man behind the curtain."
Read the rest of The Branding Fallacy




Five Steps to Build a Personal Brand Like Harry Houdini


Harry Houdini died in 1926 - more than 80 years ago. Yet he is still remembered as the greatest escape artist of all time. Even David Copperfield doesn't come close in terms of brand and name recognition. That is the power of personal branding. Build a solid personal brand and it catapults you to success. Build a really good personal brand and it survives your death. Will your brand survive 80 years after your death? More importantly, will your personal brand help you while you are alive?
Read the rest of Five Steps to Build a Personal Brand Like Harry Houdini




BRANDING : 7 Important Questions and the Straight Answers


Consider these important questions about branding and the brutally honest answers that could help you sell more and save you lots of money that is typically wasted on branding. If you sell yourself as a branding expert - you might not like these answers. These are frank answers that demystify branding.
Read the rest of BRANDING : 7 Important Questions and the Straight Answers




Branding Lessons from Genghis Khan, the Mongolian Marketer

What can a growing business learn about branding from Genghis Khan? He united and ruled Mongolia. Genghis is known as a strong ruler and conqueror. Some might call him cruel and vicious. But he is remembered as a strong, memorable and effective leader.
Genghis Khan provides powerful lessons for business on branding. Consider this branding challenge. Many countries, geographic regions and cultures are looking for creative ways to develop their tourism industry. How can developing countries develop their brand?
What can you do if you are Mongolia, a country that suffered almost 70 years of Soviet communism? (The Russians hated the Mongols.)
Play word association with the word "Mongolia" and you might reply with "Mongols" which would lead you to "Genghis Khan"; then you might run out of words. This is the challenge that Mongolia was facing.
Read the rest of Branding Lessons from Genghis Khan, the Mongolian Marketer




Is There a Brand in Your Stand?


Watch out for the branding gurus. Beware of the branding police who focus only on images of brand. Fire the branding consultants who feel qualified to tell you what your brand should be. Ignore the branding zealots who proclaim "brand or die".
Good, now that we have frightened off the undesirables let's address some fundamental questions about branding and offer you some probing questions to consider. That first paragraph demonstrates the three rules of creative positioning as explained below.
Should you have a brand?

Maybe. It depends on the goals of your business. You need to ask yourself some questions. Will the brand give you the return on your investment? Will you invest the resources to claim and sustain the brand?
Read the rest of Is There a Brand in Your Stand?


George Torok
Marketing Keynote Speaker
More Marketing Articles

This photo surprised me.

The two men on my right were the greeters at this restaurant in Yazd, Iran. It was an Iranian restaurant. The food was terrific.

What surprised me?

When I entered the restaurant I was first greeted by the smaller man, then the larger man.
My memory recorded the second man as a giant.

But looking at this photo you can see that I'm noticeably taller than the giant. Curious how our brain plays tricks on us. I would have sworn that the giant was at least 7 feet tall and 300 pounds.

I'm about 6 feet tall and weight (still) less than 200 pounds.

Why did my brain record the facts differently than the camera?

Contrast.

The brain records new information in relation to existing information. When we learn something new our brain first searches for a way to relate that new information to the existing database within our brain cells.

Upon entering the restaurant, I first saw the smaller man, then I saw the larger man. The larger man was ordinary by himself. But the smaller man was so unusually small that my perspective was changed so much that the second man appeared massive in comparision.


George Torok

Keynote Marketing Speaker

You’ll look cool

Those are selling words.

Are you using the best selling words in your marketing messages? Review your marketing messages with the perspective of an uninterested prospect.

What is the first response that prospects might have to your message? Is it “So what?”

That will happen when you describe features.

We are open 9:00am to 7:00pm
We have 24 flavours
Backed by 25 years of service

Yeah, so what?

When I was signing the contract for my new car – the sales rep asked me if I wanted tinted windows.

I hadn’t given it any thought and I didn’t want to spend any more money.

But, when she said the magic words, “Tinted windows will make you look cool, I decided in an instant. I happily ordered the tinted windows.


George Torok

Canadian Business Speaker

If you are in a commodity market there might be room to move up-market for new products.

For decades the hotels of the world worked on a rating system of 1 to 5 stars. A 5 star rating meant the best in terms of service, luxury and amenities. That high rating was accompanied by the highest prices.

So if you were developing a new luxury hotel you would be competing in a crowded market even with a five star rating.

What’s the answer? Differentiate your hotel by creating a new category.

The Jumeirah Group differentiated the Burj Al Arab hotel in Dubai by designing lavish luxury into the property and exquisite service. The look and feel was so superior to any other hotel that it was labeled as a Seven Star Hotel.

Once granted an imagination-capturing label like that – the label sticks.

Leaders will always have followers. It seems that at least a half dozen other new hotels around the world are claiming Seven Star Rating.

Apparently, (I haven’t been there yet) the Burj Al Arab offers check-in desks on every floor and Rolls Royce limousine service. Rooms start at $1,000 a night and run up to $25,000.

With luxury like that I don’t expect to hear about an eight star hotel anytime soon. But maybe I’m not thinking big enough yet.

If you are fighting for scraps in the middle of your market maybe it's time to move up-market and claim your Seven Star rating.


George Torok

Marketing Speaker

Are They Pigs?


This is not about passing judgement. This is about having a clear picture of your best customers. Who are they? What do they look like? What are their values? What makes them laugh? What annoys them?

How can you package your product to fit their values?

For example:





If they are pigs you might rave about the latest fart app. You might have it on your phone. You might review the top ten.



Consider that one of the biggest selling iPhone apps is a fart app. For $0.99 you can make your iPhone make a fart noise. Disgusting to some but shear joy to pigs. If your customers are pigs, they will love the fart app. It's selling over 10,000 downloads a day.

I guess that I'm a prude because I would not want that on my smart phone - and I would never have thought of that as a product.

Read more here:
http://venturebeat.com/2008/12/23/iphone-fart-app-pulls-in-nearly-10000-a-day/

Go ahead - pull my finger.


George Torok

Marketing Expert & Speaker

Grab more attention

Your marketing must grab attention away from your competition. Everything in marketing is measured against your competition. Nothing else counts. And sometimes your greatest competition is complacency or sameness.


Use these four attention-grabbing pillars in your marketing.


•Contrast
•Conflict
•Comedy
•Connect


Contrast

The simplest way to stand out is through contrast. Contrast is the opposite of camouflage. Too many businesses use camouflage marketing. They promote in the same places and manner as the competition. There's no contrast, so prospects don't notice them. Camouflage is good for snipers but disaster for marketers. Contrast yourself from the competition by looking, sounding and acting different.


Conflict

Conflict is the biggest seller of the news. It's attention grabbing, emotional and graphic. You can inject conflict into your marketing by taking a controversial position. Make an offer that upsets your competition. Issue a challenge that stimulates conversations. Pick an enemy to which you are the conquering hero.


Comedy

Lighten up! We love to laugh. Make your audience laugh and they will pay attention to and remember your message. There's too much distressing news in our lives. You don't need to offer stand up comedy. You only need to make us smile. Volkswagen is still remembered for the funny advertisements that they ran way back in the 60's and 70's.


Connect

How can you connect with your target audience? Speak to their interests. If you don't know their interests - you have some research and thinking to do.

When you talk about issues that your target audience is interested in you immediately grab their interest. Discover what interests your best customers by asking them. For example, if you want to grab my attention, talk about personal marketing, presentation skills, marathon running or motorcycles. Those words immediately attract my attention.


Steal attention away from your competition with these four C's.

George Torok
Power Marketing

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Call George Torok 905-335-1997
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To capture attention and convert more prospects into eager buyers - lead with success stories.

Results sell. The purpose of marketing is to make it easier to sell and nothing sells like successful results.

This is even more important during challenging times. If your clients and prospects are hoarding their money you need to attract their attention and their money with success stories.

Clients buy based on their emotions. Success mitigates fears and appeals to greed. Most importantly it offers hope. All three of these emotional changes can persuade clients to buy.

A good success story includes

1 Before picture
2 After picture
3 Catalyst


Before Picture

Weight loss and fitness programs do this well. With words, numbers or images describe the pain or challenge.

After Picture

Using the same parameters show the results as a sharp contrast. The contrast must be clear and be memorable. For example: lost 50 lbs in 45 days; improved business by 15%; saved 12% on shipping costs.

Catalyst

Give credit to the product or service that made the difference.


Where can you find your success stories?

Client Testimonials

A testimonial from your clients is the best source of success stories. Ask your clients how things have improved for them as a result of your product or service. Then ask for the testimonial. Thank them and use the testimonials.

Case Studies

You can analyze results across your client base and report the trends. Or you might conduct an indepth study of one or a few of your best clients. You or your staff might conduct a simple case study. Another option is to arrange for a college or university student to conduct a more scientific study as part of their course studies. The advantage to you is that this third party report carries more credibility. The students often do this at no cost to you.

George Torok
Power Marketing
PS: Forward this tip to your associates.

Power Marketing News

Marketing blog
Visit George Torok's marketing blog for more marketing insights, ideas and comments http://georgetorok.blogspot.com/


Daily marketing tips
Follow MarketingZoo on http://Twitter.com/MarketingZoo

Marketing Resources

Proof Reading for your critical messages
Fast and dependable proof reading

30 days to more profitable networking
Get your networking skills in shape for better results

Do you want a provocactive, engaging and motivational speaker for your conference or sales meeting?

Do you want an executive briefing for your management team?

Call George Torok 905-335-1997
Toll Free in North America 800-304-1861

Forward this tip to your colleagues who want to gain an unfair advantage over the competition.
Subscribe to Power Marketing Tips here

http://www.powermarketing.ca/free_marketing_tips.html