26. October 2011 by Frank Goad.

Before we start, I’m not trying to pick on you, belittle you or make you feel bad. This is about what you can do to improve your image and increase sales, and really good writing is a huge help. I cover this topic fairly often because I see examples daily of how people shoot themselves in the foot in the self-deluded idea that they are great communicators. Bad writing drives people away very, very quickly; good copy grabs and holds them.

Okay, back to the title: Yes, it’s sarcastic, but it’s a legitimate question: Do you really think you can write? Is it something you love to do? Have you been published more than two or three times? Have you attended workshops or webinars to improve your writing? Do you write something with at least 300 or 400 words every day, or at least several times a week? If the answer isn’t yes to these questions, you really need to think about your skill level. Writing is like any other activity – it takes regular practice to be good.

One of the things I do for a living is write and I do it for people who either don’t like writing, or don’t like it enough to want to spend the time, or they make a lot more money doing what they do best and would rather pay me. Be assured, these are smart, successful people, so their wisdom is probably something to absorb.

My point here is that if your writing isn’t really well-crafted, folks aren’t going to read it. If no one has ever paid you to write for them, that’s a sure sign you haven’t been exposed to the things that make ad copy and articles hold people’s attention and motivate them to do what you want. Good writing makes the cash register ring; bad copy does not.

By all means, though, you should write and try to improve your writing. Just as famous actors take acting lessons throughout their career, the best writers have editors, coaches and critics, too. The more you know about writing the better you express yourself in everyday life.

So, keep writing, and get help for your business needs. Yes, I’d love to work with you but, whether or not it’s me, get help. It’s an investment that pays great dividends and sets you apart from your competition.

Posted in Frank Communications, Frank Goad, FrankyGee3, Success, Web development, business relationships, building business, Marketing | Print | No Comments »

21. October 2011 by Frank Goad.

Social media and the Internet has changed customers expectations of their relationship with you - they expect to have a good idea of who you are, what you do, and so on, before they step foot in your place of business - and they changed the level of knowledge customers are armed with when they decide to give you their money. What does this mean? That you can find that your customers know more about your products or services than your employees know.

A 2010 study by IBM found that 55% of retailers say that customers are more connected to data than are their workers. Not surprisingly, 87% of retailers said that customers are using online shopping and comparison tools to find the best deals. This is a huge problem for two reasons:
- Customers enter into your store expecting higher levels of expertise from your staff than ever and,
- With their price knowledge, you have to be more competitive, which shrinks margins, which makes freeing capital for employee education even harder.

We’ve all seen the ads where someone talks to a store employee (usually wearing a blue shirt with yellow lettering - guess who) and they bumble and fumble when trying to answer a product question. That’s a nightmare for anyone in business, especially retail, if that happens in your store.

All this means that you have to work even harder to draw the customer in, make them feel at home and believe that shopping with you is preferred even if your prices aren’t the best they can find. A 2009 study by the Wharton School at the University of Pennsylvania reported five core aspects customers consider key to a great shopping experience:

1. Customer engagement: This means being polite, caring and genuinely interested in customers, and being available to help and listen at all times.

2. A Positive Brand Experience: Customers want to see an attractive store that is well laid out and filled with quality merchandise. This helps customers feel more special and feel greater value in shopping with you.

3. Execution: Patience, good advice, clear explanations, product availability, ample product knowledge - these are what customers expect every time.

4. Problem Recovery: Customers expect satisfaction when problems arise, to be treated fairly and compensated for their trouble, and to get satisfaction in the end.

5. Expeditious Transactions: Quick checkouts, easy shopping and other considerations of their time show that they matter … a lot. For some, this can be their sole measure considering how time compressed we are these days.

The big job that many businesses face is instilling these five aspects in employees, and then helping them reflect them in their interactions with customers. Properly applied, they will give customers’ a strong perception of the value you offer.

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