I have just received an
email from a client who is seeking clarity on an issue she has with
her marketing. Her query is as follows:
“I need to get
clearer about ''my name" or "my company name's" (footnote 1) USP, and I am still not sure whether I am my business or not”
First a little bit of
context. My client is a consultant/coach working on personal and
professional development with individuals and teams. Her specialist
subject is by definition personal to people and in order to be
effective she needs people's trust. The paying
customer/decision-maker may be the direct recipient of her service or
may be an HR person who sources and arranges on behalf of the
organisation.
I hear business
advisors tell business owners “you are your business”. They
insist “you must sell 'you'. And the poor business owner, who is
likely to be at home with the operational side of their business, but
less comfortable being its marketing manager, is left unclear on what
this means. Conclusions may be drawn that you have to be a nice person,
or a popular person, to run a successful small business. Then there is the current buzzword 'authenticity', which a
lot of people are translating as sharing everything about themselves
as individuals. And, then add to that the now obligatory adjective
'passionate'. Can't you just be good at what you offer any more?
I send out a challenge
to these business advisors. I am not satisfied that
you have to “sell yourself” and “you are your business”. I would like to offer some health warnings to small business owers
regarding this advice.
Back to the client query re the USP. Let's
differentiate between 'USP', ethos, brand, and 'personal selling!
USP – so hard
to offer something “unique”. USP has been downgraded to “wow
factors” with good reason. A wow factor of your business could be
that it uses the latest technology, has the most comfortable
premises, has some amazing quantifiable results etc etc (nothing
personal there). If you are struggling to think of some wow factors
trying asking your customers what they think.
Ethos and brand
are very linked in my mind, as a brand without an ethos is in danger
of becoming just a meaningless logo device. No matter the size of
the business, there are brand values wrapped up in it. The
difficulty for micro businesses is unravelling what they are because
the business owners are so close to it and simply do things 'their
way'. In Henmore's Marketing Club we have some fun working on this
area. Have a think, what standards and values do you have that are
appropriate to share with your customers? What values do your
customers seek?
Personal selling
is a marketing text book phrase for when there is a face-to-face
sales person as one of your marketing tactics (part of your
promotional mix - see 2 below). Sales reps are the essence of this
tactic. So if you are the
business owner and selling your expertise you are inevitably both the
sales rep and the delivery mechanism so possibly the concept
of having to sell yourself and be authentic and passionate looms
large (see 3 below).
Could someone else sell your product/service?
Try testing yourself with this question. Could someone else sell your product or service for you? There should only be one answer to that question – yes! Imagine what information and approach this ficticious sales person would need. Actually, don't just imagine it, write it down. What steps would you suggest the sales rep takes to convert a prospective customer into a paying customer? Give your ficticious salesman the job description of having to demonstrate credibility - would you equip her with some prepared information? How would she build conviction? This may involve a demo or trial – so that is possibly where the real you comes back in again. How would you make sure your sales person sets expectations about price and service levels? I bet your sales person wouldn't give away so much for free in the way that small business owners do!
Try testing yourself with this question. Could someone else sell your product or service for you? There should only be one answer to that question – yes! Imagine what information and approach this ficticious sales person would need. Actually, don't just imagine it, write it down. What steps would you suggest the sales rep takes to convert a prospective customer into a paying customer? Give your ficticious salesman the job description of having to demonstrate credibility - would you equip her with some prepared information? How would she build conviction? This may involve a demo or trial – so that is possibly where the real you comes back in again. How would you make sure your sales person sets expectations about price and service levels? I bet your sales person wouldn't give away so much for free in the way that small business owners do!
If you couldn't answer
yes to the salesperson question and you are more comfortable selling
'you' then let me leave you with this thought: You may be
over-identifying with your business. You may be viewing its success,
financial or otherwise, as validating you as a person. When
something goes awry - business owners do make errors, products do
fail, markets can collapse - the disasters or failures could have an
affect on your mental well-being. Some entrepreneurs evaluate and
start again with new information, others don't. What would you do?
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- You'll spot that names were deleted – there's a balance between transparency and appropriateness.
- Personal selling is part of the promotional mix, which for the sake of completeness also includes advertising, sales promotion, direct marketing, and publicity. The promotional mix part of your marketing plan specifies how much emphasis to apportion each of these techniques, and how much money to budget for each. (Reality check – not many micro businesses have a marketing plan beyond a 'to do' list unless their bank requires one).
- I will publish my blog on authenticity another time because I want to run it past a kindred spirt in the US first. In the mean time I'd advise people to start being wary of describing how passionate they are about their business or product because it is fast becoming a cliché.
1 comment:
We had fun with the sales exercise here yesterday at the Strictly Marketing meeting! We paired up and briefed each other to become our sales person.It highlighted several gaps in my proces that I'll now be able to address. A very valuable way of getting a fresh perspective. Suggest everyone tries it: grab a business partner and give it a go.
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