Category: a slice of AMUSEMENT

Watch as we unpack and critique, with logic and levity — and the occasional incredulous sigh.

5 must-watch videos to delight your brand, brain and heart

Posted on by Maria Ross

12.16 videos that inspire (blog)

There is such a treasure trove of great videos out there. Videos that make us think, cry, and laugh. Videos that inspire us to action or give us pause in our own lives. And videos that crisply and clearly offer tips to move us closer to our goals.

Today, please enjoy these 5 great videos I’ve curated for you, in hopes they will inspire and delight your brand, heart, mind and soul. (Tweet this!)

The Power of Reinventing Ourselves. Dorie Clark’s inspirational, personal (and funny) talk about being yourself, living your truth and parlaying that into your personal brand so that you can uniquely stand out. Dorie’s first book, Reinventing You, is a recommended read in the 2nd edition of my book, Branding Basics for Small Business. Dorie’s next book, Stand Out, is now available for pre-order. It’s a book about how to become a recognized expert in your field – something we all need to discover these days in order to gain true professional security.

7 Problems Every Extrovert Understands. Hilarious! And I’m willingly to admit they are all true and have happened to me on my multiple occasions. Introverts in the house: you will love this as well, as you are the saints who put up with us.

How to Increase Your Twitter Engagement. My girl Amy Schmittauer of Savvy Sexy Social creates the most entertaining – and USEFUL- videos about how to use social media more effectively. Her sharp advice can even be found in the 2nd edition of my book, Branding Basics for Small Business – that’s how much I love her. In this video, Amy shares a little secret for how to tell if you’re doing what you need to do to increase your Twitter love.

Lennon and Samaras Share Title Success With Young Fan: OK, if you missed my post on this a few weeks ago, get ready for your heart to burst out of your chest and your eyes to well up with joyful tears. I showcased this heartwarming video of a young fan getting the experience of a lifetime at the Scottish Premiership soccer match as a great example of how need to make your customers be the hero of your brand – just like Celtic FC did here. The joy in this boy’s eyes says it all.

I’m Not Your Inspiration, Thank You Very Much: The previous soccer video is about making a fan the hero because of his loyalty and not simply because of his developmental challenges. Stella Young was a humorous and tireless advocate for disabled rights. Read more of her story here. Alas, she just came onto my radar this past week when she died at age 32. This TEDx video is a sharp, funny, wise call to arms to stop treating people with disabilities like they are exceptional JUST because they have disabilities and that it is insulting and unfair to treat them that way. Her advocacy and push for change – not her failing body – is what makes her an inspiration. You will crack up at her reference to “inspiration porn!”

Got other videos you love that you’d like to share? Please tweet me the link and I’ll share it out!

Photo Credit: Waferboard via Flickr

Get inspired! 20 of the best branding + business quotes

Posted on by Maria Ross

12.9 inspiring marketing quotes (blog)

2015 is right around the corner (seriously?! What the….?!). If you’re like me, you are hibernating in a bit of strategy and reflection mode for what to do with your business or brand in the coming year.

For me, it’s about helping you (and myself) create more marketing with meaning. To find a deeper purpose in the work. To stand out by not trying to reach the lowest common denominator but by inspiring people who are committed to making the world a better place with their ideas, in ways big and small. (ahem…people like YOU!)

Whether you’re focused on your business, book, online platform or non-profit project next year, here’s some inspiration and clarity for you: 20 of the best branding and business quotes out there. Does one resonate with you? If so, write it down and pin it to your computer or desk so you can keep that focus right in front of you.

And please Tweet or share your favorite ones. There’s a tweetable down below for you with mine!

  1. “Content is of great importance, but we must not underestimate the value of style” ― Maya Angelou, Author
  2. “What people want is the extra, the emotional bonus they get when they buy something they love” ―Seth Godin, best selling author, marketer, and entrepreneur
  3. “Our job is to make change. Our job is to connect people, to interact with them in a way that leaves them better than we found them, more able to get where they would like to go. Every time we waste that opportunity, every sentence that doesn’t do enough to advance the cause, is a waste.” ― Seth Godin
  4. “Making promises and keeping them is a great way to build a brand.” ― Seth Godin
  5. “Time, energy and talent can be more important than a budget “― Scott Harrison, founder charity:water
  6. “A business has to be evolving, it has to be fun, and it has to exercise your creative interests.” ― Richard Branson
  7. “Engage rather than sell … work as a co-creator, not a marketer.” ― Tom H.C. Anderson, NextGen Market Research
  8. “Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.” ― Zig Ziglar, American author, salesman, and motivational speaker
  9. “Give them QUALITY. That’s the best kind of advertising.” ― Milton Hershey, Founder of The Hersey Chocolate Company
  10. “Tell a story. Make it true. Make it compelling. And make it relevant.” ― Rand Fishkin, Founder of Moz (Tweet this!)
  11. “The future of business is SOCIAL” ― Barry Libert, Strategic Advisor
  12. “In this ever-changing society, the most powerful and enduring brands are built from the heart. They are real and sustainable. Their foundations are stronger because they are built with the strength of the human spirit, not an ad campaign. The companies that are lasting are those that are authentic.” ― Howard Schultz, Pour Your Heart Into It: How Starbucks Built a Company One Cup at a Time
  13. “People change, and so do their aspirations, and so should brands.” ― Laura Busche, Lean Branding
  14. “Make sure you test your brand story’s recipe with whomever you’re cooking it for.” ― Laura Busche, Lean Branding
  15. “Always remember: a brand is the most valuable piece of real estate in the world; a corner of someone’s mind.” ― John Hegarty, Hegarty on Advertising
  16. Your brand is what other people say about you when you’re not in the room.” ― Jeff Bezos, founder of Amazon.com
  17. “Too many companies want their brands to reflect some idealized, perfected image of themselves. As a consequence, their brands acquire no texture, no character and no public trust.” ― Richard Branson, Founder of Virgin Group
  18. “If people believe they share values with a company, they will stay loyal to the brand.” ― Howard Schultz, CEO of Starbucks
  19. “Success usually comes to those who are too busy to be looking for it.” ― Henry David Thoreau, Author
  20. “Entrepreneurs average 3.8 failures before final success. What sets the successful ones apart is their amazing persistence.” ― Lisa M. Amos

Photo Credit: C. Jill Reed via Flickr

Marketing 101: The Music Analogy

Posted on by Red Slice

I am often asked to explain the difference between brand and marketing, and  strategy versus tactics to audiences and clients. But today guest columnist Boyan Blocka, a writer, marketer and business consultant based in Vancouver, Canada, gives us a musical jam version of these definitions that are way more fun. His company, Kyosei Consulting works with clients worldwide. 

When meeting with first-time small business owners, it’s not unusual that their marketing-speak is a little bit blurred. To help everyone get on the same page, I sometimes introduce a music analogy as a sort of quick ‘Marketing 101.’ 

So, without further adieu, ‘Marketing 101: The Music Analogy.’

Brand = Musical Style

I liken brand to your unique musical style. It determines ‘what and how’ you play (ie. market yourself) and is heavily influenced by your intended audience. Just like a unique musical style, your brand sets expectations in the customer’s mind, well before you even play your marketing piece.

If you think of Apple, you know their style well before they even touch their first keynote (pun intended). Hence, just like you know what Jazz sounds like without needing to know the name of the song, it’s easy to pinpoint Apple’s brand with only a few clues or even spot a brand copycat! 

Of course at this point, if my clients and I stay stuck in brand minutiae – I quickly plug my peer Maria Ross and her book ‘Branding Basics for Small Business’ (second edition now in print!) – but I digress… (Editor’s Note: Aw, thanks Boyan!)

Campaign = The Concert

A campaign is to a marketer what a concert is to a musician. Campaigns (just like good concerts) piggyback on and speak to current trends and audience preferences – all with designs to move an audience emotionally. So when companies measure and tweak their marketing based on user metrics – in rough musical terms, really what they’re doing is practicing their set and honing it to better get a rise out of you.

Marketing Piece = The Song

The actual marketing piece is the song that’s played. Carefully scored and crafted, drafted and re-drafted, a marketing piece must live and breathe the spirit of the brand and be consistent with the goals of the campaign it serves.

Strategy = The Hook of the Song

Next is strategy. Psychologically, strategies are like hooks (or catchy riffs in music parlance) used to capture the ear of the listener. The key differentiator of a strategy (versus, say, a tactic) is that strategies are as powerful today as they will be a hundred years from now. They’re timeless. A common example of a strategy is the use of ‘a free offer’ to tempt a prospect to try something new.

Strategies stem from an understanding of human behavior, memory, cognitive bias and effect. And, just like a good hook in music, they work reliably regardless of the instrument of delivery – be it ebook, web, television or lemonade stand. Have a listen to these unconventionally played pieces here and here and see if you’re still moved by their memorable hooks.

Tactics = The playable parts of an instrument

Finally, that lands us on the most contentious of all areas for me – tactics. Tactics are like the keys of the piano. They’re the trending ‘bright shiny objects’ of the moment. They’re social media sites. Neato metrics. Cool ways to link, friend, like, post, photograph, etc. … but they’re not everything – and they don’t work forever.

Use tactics in the right order with the right timing (informed by your strategy, campaign and brand) – and you have marketing music. Hit tactics too hard, randomly, repeatedly, or all at once – and all you get is noise. (Tweet this!) 

A good thing to remember next time your Social Media person is emphatic about playing ‘Twitter, Twitter, Little Star’ one more time!

Photo credit: Jason Eppink on Flickr

What other fun marketing analogies do you love that help you keep it all straight? “Marketing is like ________” Please share with us for fun!

Good touching, bad touching

Posted on by Red Slice

Today’s guest post is from the irrepressible Elizabeth Case, a favorite marketing colleague and friend of mine and Principal at Yellow Dog Consulting, a sales and marketing firm in Issaquah, WA. She’s hilarious, knows marketing and loves dogs –  all reasons why I adore her. Follow her on Twitter.

I had two client meetings the other day and BOTH mentioned “it takes 7 touches for someone to buy.” So I had a couple of great discussions about touch points with prospective clients – good touching and bad touching.

Remember, not all marketing touches are equal. Are you guilty of good or bad marketing touching? (Tweet this!)

Good Touches:

  • Your Newsletter: it pops into their inbox monthly (hopefully not much more than that) and reminds them that you know what you’re talking about without nagging them to hire you (hopefully!)
  • Social Media: Follow them/friend them/Link In with them and pay attention to what they’re saying. Don’t be creepy and like EVERYTHING they post, but keep an eye on them, and hopefully they do the same with you
  • Email follow-up: if you met them at an event or workshop and you said you’d send them something, DO IT. Always follow up. “great to see you yesterday at the luncheon,” “here’s the link to that doggy daycare I mentioned,” it doesn’t have to be about work, and often times that’s better – be a resource to them, a.k.a, their new go-to person.
  • Networking: Get out to the networking events where your clients and target market are gathering. Just the reminder that you’re alive and kicking is good for a lot of people. I need to see your face to be reminded you’re around. When I don’t see you, I can make assumptions you’re too busy for new clients. When you’re out and about, it’s good to know you may have time for new clients.

Bad Touches:

  • Phone Calls after business hours: We all know this is my biggest pet peeve. If you’re having a busy day and need to call them, leave a voicemail! And I always suggest sending a follow up note. They may prefer one to the other, and you need to figure that out. I have many an un-returned phone call because I can’t call back when I hear the voicemail, but didn’t get an email reminder to say “hey call me friday at 2.” Their loss.
  • Sales pitch emails: “Hey you should hire me, hey I’m really good at what I do, hey buy this.” No one likes that, you don’t like that, so don’t do it.
  • Creepy Social Media: Don’t like EVERY POST or comment on everything, but if it genuinely is of interest to you, like it. Can’t wait to see how many of you now freak out on whether to comment on this post or are afraid I’ll think you’re creepy (I won’t this time!).
  • The obvious sales pitch “coffee meeting:” Let’s be honest, you don’t want to learn about my business, you want to sell me on yours. Watch yourself when you call for the coffee meeting. That’s a BIG ask to leave your office- offer to be convenient to them if you want the business. I live in Issaquah about 15 miles east of Seattle. I don’t expect people to schlep out to the suburbs for me. So, I’m in Seattle a couple days a week and schedule all my meetings together. Make it convenient for THEM, not you.

Photo credit: Licked Lens Photography

Thanks Elizabeth! What “Good Touching” has worked for you? And what “Bad Touching” have you seen (or done in the past) that didn’t work or soured you to a person?

A Dear John letter for Starbucks

Posted on by Red Slice

Dear Starbucks,

We’ve been through a lot, you and I.  But it’s time for me to see other brands. It’s not you, it’s me. No, that’s a lie. It’s totally you.

You swept me off my feet in my early 20’s and taught me how to love coffee – for that I will be eternally grateful. Late Saturday mornings in Chicago. Stolen afternoons in Washington D.C. Even in Indianapolis – back before they actually had a Starbucks – I made do with brief encounters with you at Barnes and Noble whenever I could.

I adored everything about you and people were sick of hearing about my brand crush. I devoured Howard Schulz’s autobiography, Pour Your Heart Into It, as a brand manifesto for how to delight customers and make a a difference. You created a cherished “Third Place” for people to gather – and when I began working for myself, you were right there by my side, hosting meetings and giving me a comfy place to work.

Others tried to make me hate you. Especially when I moved to Seattle (I was thrilled to live in your hometown!). They scorned you as a mass market sell-out, a bland factory coffee line for people who didn’t know better. They scoffed at your hipster lingo, your (in their eyes) sub-par quality. “No, but I love them!” I would scream. Starbucks delivers everything they promise and that’s why they are so great. They deliver a convenient, cozy and consistent experience.  And the Seattle Starbucks locations were flawless models of efficiency, service, and experience.

I held you up as my Prince Charming of a Brand Story.

But then, I moved back to the San Francisco Bay Area and something changed. You stopped delivering the brand benefits I’d come to know and love.

Every Starbucks in the Bay Area let me down – on the Peninsula to be exact. At first, I thought it was a fluke. Had to just be one store. So I tried another. And another. Same story: long wait times, non-engaging baristas, even inconsistent latte quality.  I witnessed your baristas being surly, brusque and downright rude sometimes. Then you started warming up pastries – and nearly scalded my tongue. Why were you being so mean? I thought maybe, since we weren’t in Seattle anymore, you just stopped trying to impress Corporate visitors who might pop in.

Still I kept defending you. I tried to communicate with you. Reaching out on Twitter several times, you gave me radio silence. Other brands like Virgin America and Nordstrom respond back, but you, you just gave me the cold shoulder.

My loyalty is worth more than this, I thought.  So I started dating around. And every time I went somewhere else, I felt like they valued me and my time more that you do. They delivered my latte hot, fresh, and fast. It tasted better. The baristas smiled at me. They seemed like they had their acts together.

And then, the kicker. Peet’s started offering almond milk. Oh, how could I resist?

I tried to get you to change. I tweeted several times to ask if you’d please carry almond milk. No response. I even asked the baristas in store and they said they just couldn’t do it.

I think that was the final straw. I’m a valuable customer and waiting inordinately long amounts of time on a brand who says its fast and convenient just to get bad service, a burnt tongue and inconsistent latte quality – on top of not being able to get the milk I want – is not something I’m willing to stand for any longer.

So I’m leaving you, Dear Starbucks. I emptied the last cent on my Starbucks card and I now frequent my neighborhood Peet’s as well as an indie coffeehouse I discovered.

Oh sure, I’ll call you for a quick hook up now and then. You do make a great gift card. And when I have no other option, I’ll see  if you’re around. But to be non-committal, I pay cash instead of  reloading my Starbucks card  – so no need to give me any more free drinks on my birthday. We don’t have that kind of relationship anymore.

I wish you the best, Starbucks. I really do. You’ve done a lot of good for a long time. But a brand has to be consistent to be brilliant. (Tweet this!)  If you feel like changing – at least in the Bay Area – and being the brand I fell in love once again, give me a call sometime.

Ciao,

Maria

Photo credit (edited): Siti Fatimah on Flickr

Got a brand you’d like to break up with? Jot down your brand Dear John letter in the Comments below and vent away!

 

Be interested to be interesting

Posted on by Red Slice

Here is the magical secret to creating an irresistible brand, business or piece of art.

Ready?

Be interested in order to be interesting.

If you’re not interested in selling sweaters, no one will be interested in buying them

If you’re not interested in defending people in court, they won’t be interested in hiring you to represent them

If you’re not excited about your book, passionate about your products or if you don’t create your art with a joyful heart, no will respond any differently.

When you’re not interested in what you do, no one will find your work interesting.  (Tweet!)

As purveyor, inventor, entrepreneur or creator, you have to care the most.

It’s charming to say, “I hate self-promotion,” but, really, if not you, then who? If things are a grind for you, why should they magically transform for your audience?

I’m not saying hard work is not involved. Late nights. Panic. Stress. Fear. Sacrifice. Plain old bad days.

But you are Customer #1. And if it’s not interesting to you, others will simply follow your lead.

Photo credit: Great images available at www.123rf.com 

What are YOU most passionate about in your work right now? Please share in the Comments below or Tweet me about it!

What great stand-up acts have to do with long-form sales letters

Posted on by Red Slice

Today’s guest post comes from Fel Spahr, a snappy, savvy, sales-focused copywriter who works with entrepreneurs and small businesses. She crossed my orbit a little over a year ago and I adore her. Today she shares how long-form sales letters are like great comedy acts – in your usual brash and brilliant style. Learn more about her at the end and enjoy.

Little known fact about Fel…

I LOVE comedy.

Not in that “Oh, yeah, comedians are funny way.”

But in that “I’ve memorized Louis C.K’s and Family Guy’s best bits and I’m going to recite them to you now” kinda way.

“But who CARES, Fel! What about that enticing headline you wrote, about what comedy has to do with long-form salesletters?”

Glad you asked! Let’s get into it.

First of all, if you should know anything about me, it’s this: I am on the long-form copy team. (Tweet!)

The second thing is, I get excited like a hyper Pomeranian when I find connections between things.

For example:

How similar the principles are between effective public speaking and sales copywriting…

How PR is directly related to how good you are at making friends…

And how juicing a sweet potato is equivalent to that time I told myself I was going to learn how to cook and I was going to do it right, damnit! The first thing I ever made was a batch of pumpkin banana muffins…which almost killed my friend.

But that’s a story for another day.

What I want to tell you I discovered is this:

As I’ve taught sales copywriting around the Bay area, I was always thinking of a different way to teach it to make it fun. Not everyone gets as turned on as sales as I do, so you gotta bring a little entertainment into it, you know?

My first revelation was that a great salesletter has a VERY similar structure to a great song. Back in the day when I was teaching myself how to play guitar, I would study songwriting structure and write my own songs.

6 years later: Lightbulb goes off! Now my students are having fun and they really get the idea of what a ‘hook’ is.

So my next revelation was THIS…

COMEDY ACTS ARE PRACTICALLY EQUIVALENT TO LONG-FORM SALESLETTERS (except the whole buying process is reversed) (Tweet this out!)

Here’s how I came to this conclusion and why it could be crucial to know for your business:

I was watching this video of my favorite comedians sitting in a room together shooting the shit. Louis C.K., Chris Rock, Jerry Seinfeld, and Ricky Gervais are talking about their careers in comedy.

And something Chris Rock said struck me…

He was talking about how newbies in the comedy game go for the quick laugh, and they wonder why their jokes aren’t ‘working’.

And Rock says that it’s because they haven’t set it up right.

There isn’t the right premise.

The joke doesn’t have longevity.

And the lightbulb went off for me.

BECAUSE THAT’S EXACTLY WHAT GREAT SALES WRITING IS ALL ABOUT.

Throw the structure out the window for a second.

The fact of the matter is that if you cannot explain to your client and help them understand what it is you’re offering…

SAY GOODBYE, FRIEND.

And it’s the newbies in the copywriting space that get it all wrong, too. They just think you can whip something up willy nilly and have it be like, a paragraph, and that it’s going to sell.

That’s why things ‘aren’t working’. And you know what? I used to be just like that, too. I simply didn’t know enough.

But now that I do, it’s my mission to present fun analogies that make all of this interesting to you.

So back to the comedic geniuses I was referring to…

They work on their acts…sometimes for 10+ YEARS.

They test every single part of their bits. They cut what doesn’t hit. They come up with new stuff, and test that, too.

Salesletters are the same.

It doesn’t mean that they have to be perfect, but you gotta work on your ‘bits’. You gotta test it out. You gotta make sure that the premise is set just right, so your salesletter can live on for years…

…Not just on launch day.

“So Fel, who gives a hoot about these long-form salesletters anyway?”

Well, if you’re an entrepreneur or a business that is selling anything…these concepts are probably of interest to you.

So I have something to tell you about today.

It’s this:

YOU DON’T HAVE TO BE AN ‘AWESOME’ WRITER.

All you need to have is 2 things:

1) A sincere and REAL desire to truly understand people on a very deep level

2) And know exactly what to say…and WHO to say it to…at exactly the right time

That simple. Though easier said than done.

“But Fel! I’ve read every copywriting book under the SUN. Don’t I get better at copywriting by writing out other salesletters by hand?”

No. Here’s why: Do you think Hemingway became a great writer because he copied OTHER great writer’s stories? No. He READ other people’s work, maybe copied a few techniques, and through a lot of practice, developed his own style. (It’s called strategic imitation)

It would be like me telling you: “Hey. You wanna be a screenwriter? Why don’t you go copy out by hand the script of The Shining, and then write me an Oscar-winning screenplay?”

There’s no logic. You need the set-up, the strategy, and the psychology much more than you need to copy someone else’s salesletter.

“But Fel! I actually don’t do any sales writing. But I’m curious. Thoughts?”

If you have a business, you should start. (But if you don’t do sales writing, do you have a business?)

If you don’t have a business, go outside and get a tan. Why not? Don’t write salesletters if you don’t have to.

Closing thought:

If you don’t want to write a salesletter today, at least watch a great hour of stand-up! Just as good as an education in there as there is in this post, or any copywriting book you’ll read.

2017 update: Unfortunately, Felicia is no longer doing sales copywriting but this advice is still golden! If you want to find out what she’s up to, you can visit her site right here.

Is accountability dead?

Posted on by Red Slice

Sometimes, it feels like our world has turned into a giant game of tag. People and organizations are constantly pointing fingers to blame mistakes, gaffes and actions on someone else. The ink barely dry on headlines, and people are shouting, “Not it!” in an effort to get the spotlight off themselves.

Consider:

  • GM uncovers ignition flaws on their Cobalt years ago, but instead of fixing the problem at the time (too much money and time) or recalling the vehicles immediately (or even now, doing a full recall to ease public concern, they blame the drivers:  “… the Cobalt and other recalled small cars were safe to drive as long as drivers used only a key and not a heavy key chain.” (WSJ)
  • Retailer West Elm backorders my table by over 2 months without notifying me. When I email to complain after checking my order status, there is no apology or offer to rectify – it’s simply “the manufacturer’s fault.”
  • An overnight dog boarding facility skips my dog’s dinner which I discover due to food being left over upon pick up. While they investigated the cause, the response? “We’re sure he was fed but it was probably another dog’s food.” Which is also not a good thing. No apology, no mea culpa, no offer to make it up to us, compensate us a free stay, etc.
  • An intern fails to report status of the work she’s doing. When asked to correct this going forward and work on improving her communication skills, she responds with, “But it’s not my fault. You never asked for a status update.”

Is apology a dirty word? When did accountability go out of style? Whatever happened to “The situation is what it is, for whatever reason. How can we now make it right?”

When it comes to your brand, how you respond to crisis says more about you in a louder fashion than the thousand heroic acts you may do when things are going right.

Explanation is not a substitute for accountability. Make things right to protect your brand. (Tweet this!)

It may indeed be factual to blame someone or something else for why you’ve disappointed your audience, client, or customer. Traffic, lost shipments, sudden illness a personal emergency that distracts you. All valid, all believable, all true.

But that doesn’t give you or your brand a free pass to disappoint and go back on your word. I can’t even count how many virtual assistants or interns I tried to hire who had something interfere with doing what they said they were going to do, leaving me and my business hanging.

Responsibility is defined as: the state of being the person who caused something to happen. Accountability is defined as: the quality or state of being accountable, especially :  an obligation or willingness to accept responsibility or to account for one’s actions

Simply put, you may not be responsible, but you need to be accountable.

Hey, I get it. Life happens. Believe me, I know this better than anyone. I was in the middle of a client project when I had a brain aneurysm.  The firm under which I was subcontracted immediately sent in one of the principal partners to replace me so the client would not be left in the lurch.

I once gave an overseas client back a non-refundable deposit and lost money on the deal – after delivering all the work promised in the contract that she (allegedly) read and signed-  simply because she abusively claimed it was not at all what she needed or asked for. English was her second language, so I think there may have been a major communication gap. But at the end of the day, in her mind, she did not get what she asked for and it was not worth it to me to argue with a crazy person. So I took a loss: I still had to pay my subcontractor who did her part. I wished the client well and told her to use the work we’d delivered if she wanted.

You can be creative. You can find solutions. You can ask for patience as you honor your commitments. You can offer an alternative or line up a replacement. Or like a dedicated writer I know, you can go a night without sleep to deliver what you said you would if someone is counting on you.

What can you do to make things right? What can you do to turn disappointment into delight? What can you say to make the person feel heard and appreciated? It’s not enough to say, “Well, this is why it happened. So deal with it.” It’s YOUR responsibility to turn the situation around as best you can.

Epilogue: After a tweet, West Elm told me to contact elevated support, the woman personally located a comparable item from a sister company, credited me back the difference and added a 15% discount on top of it all to boot. Nice. I told her my biggest frustration was the cavalier attitude conveyed in the initial email exchanges. True, I didn’t get this service level until I took to Twitter to complain (that should not be the case) but in the end, she turned around my negative experience. It was not “Judith’s” fault this happened. It was not even West Elm’s. But they are the face of the transaction and they (finally) took care of it. Nice.

When have you bravely taken accountability for disappointing a client or customer even when it was “not your fault?” Would love to hear your heroic story in the Comments below!

Beneath the bling: Can you back up your “brand goods?”

Posted on by Red Slice

We all know bling when we see it, right? It’s shiny, sparkly and distracts the eye from a person’s face, outfit or arrogant scowl (talking to you, Tabloid Divas). Crafters love the Bedazzler because it turns ordinary white t-shirts into dizzying love fests of color and light, temporarily blinding people as they walk past you on the street.

We can also use a little sparkle and fairy dust now and then. Hey, I love diamonds, too.

But sometimes brands get a little crazy with the Bedazzler. Instead of fixing their product or service flaws, they hide behind new bright shiny logos, cool websites, clever packaging or slick ads. Or their sales landing pages scream with neon arrows, BUY NOW! blinking icons and 80-feet of testimony and schmooze.

Why?

Maybe they think we’ll just tire out and click Purchase. Maybe they hope to distract us from their horrible customer service or cheaply made goods. Maybe they don’t really know the “10 Secrets to Creating a 6-Figure Business” and feel that with some shouting, sparkle and spitshine, they can fool us.

I don’t know. What I do know is articulating your brand strategy helps you make smarter design, messaging and yes, even packaging choices that promise to the right people what you can authentically deliver. I’m a HUGE fan of clever design and cool concepts. But as Jay Baer states in my upcoming 2nd edition of Branding Basics for Small Business: How to Create an Irresistible Brand on Any Budget (coming Apr 1, by the way – don’t forgot your Launch Week Goodies!) “Polish is the enemy of scale.”

If you have real value to offer and know how it needs to look and who really needs it, you can get away with filming useful and entertaining social media tip videos in your office like Amy Schmittauer (another expert in this new edition). You can publish a neat, well-written Word document turned PDF rather than an overly designed, fancy 90 page interactive worksheet if you can deliver the goods. You can skip the expensive Herman Miller conference room chairs if your tech start-up team is focused on building the best damn product under the sun.

Don’t write a brand check your business can’t cash. (Tweet this!) Instead, focus on continually delivering the right stuff to the right people with the right message and the rest will take care of itself. Bling or no bling.

Photo credit: Brandon Baunach, Flickr

Are you signed up?

My FREE teleseminar 5 Clever Ways to Boost Your Brand Online has limited lines so hurry and snag your spot for Wed, April 2 at 10 am PT/1 pm ET. By attending, you’ll be eligible to win a free signed book, or one of three FREE Brand Bootcamp digitial courses. It’s all part of the Launch Week Frivolity for Branding Basics for Small Business, 2nd Edition, coming next week. And don’t forget all the Digital Swag Bag launch bonuses you can get to boost your business if you purchase the book before April 7. Can’t even tally what it’s all worth!

Are you a solopreneur? 3 perks and 3 downsides you can easily combat

Posted on by Red Slice

Going solo in your business is either a launch strategy or a deliberate business model choice. Sometimes you are just getting off the ground and you’re a party of One, doing everything from accounting to marketing to product development. Other times, though, you are intentionally creating a lifestyle business and don’t want extra complication from staff, tax requirements or overhead.

I’ve deliberately chosen a “solopreneur” model for my business and have no plans to build an agency. I like being in control, not managing people and being able to handle the ebbs and flows that writing and consulting bring. Plus, I find it’s easy to keep overhead low and ramp up or pare down by partnering with others as needed.

Being a solopreneur both rocks and sucks – but you can combat the latter (Tweet this!). Perhaps you can relate?

Three perks to being a solopreneur business:

  • Control: You maintain control over all business and marketing decisions. There are no politics to deal with or egos to soothe. After my long stint in corporate America, this is a godsend for my stress level.
  • Creativity: You can get crazy creative on marketing ideas, promotional pushes and even which projects you take on.
  • Speed: When you make a decision, you’re done and off to the races. No internal selling, pleading or persuasion required. I have decided on marketing efforts in the morning and implemented them by that afternoon, easy peasy. I can take advantage of last-minute opportunities and react fast.

OK, couldn’t resist a 4th bonus perk:

  • Selectivity: You can work with who you like, when you like. And if it doesn’t work out, you never have to sub-contract that person or continue with that client or customer ever again if you don’t want to.

With upside, comes downside, though.

Three challenges of being a solopreneur – and steps you can take to alleviate the pain:

  • Lack of collaboration: If you’re extroverted like me, one of the joys of working on a team is a meeting where you’re all hashing out ideas on a whiteboard. You can get out of your own head and vet ideas with other smart people. Working solo, you miss out on that sanity check from others and potentially limit your thinking, creativity or perspective. Those voices in your head may be leading you astray and you might never know it.

COMBAT THIS! Pull together your own makeshift Board of Directors or accountability group of other solopreneurs. Choose people you respect but who also come at things from a different point of view. I collaborate with a few key partners and often ask to bounce ideas off of them or seek their advice when making a major decision. Another colleague of mine often will email a close group of trusted partners to get a consensus or conversation going when she needs to make a quick decision. Your collaborative team won’t be handed to you when you work alone, spout one together yourself – and offer to play that role for others if they need it.

  • Loneliness: If you’re an extrovert like me, this is kind of related to the one above, but it’s more than that. I miss shared office moments, blowing off steam with others, lunch dates, heck even water cooler gossip. I even go in to my husband’s office or a coffee shop every now and then to work just to be around other people. Talking to the dog only gets me so far, and even gets bored with my running commentary and retreats to the other room every now and then.

COMBAT THIS! Get social on your own. Make time for coffee dates to form relationships with other freelancer colleagues. Join local groups and associations. Participate in online forums. Attend conferences. Force yourself out of your office at least 2-3 times per week just to be social. Or arrange phone  or Skype meetings with other solopreneurs where you can each just unwind for 30 minutes, laugh, share, vent and support each other.

  • Lack of resources: It’s all you, baby! You are chief cook, bottle washer and accountant. If you don’t do it, it won’t get done. Your  to-do list is never complete and there are always way more ideas than hours in the day or mental energy that you can expend. It can be hard to unplug when you are all you’ve got. And this can lead to stress, headaches, poor health and damaged relationships.

COMBAT THIS: Ask for help. You are not supposed to be an expert at everything. Why do you think companies and org charts exist? If you are not technical, outsource your website maintenance and design. If you hate writing, hire a part-time writer to put together your materials or blog posts. If you know something will never get done if it stays on your To-Do list, hire someone else to do it for you! The flip side is that this scarcity mentality helps you pare down to the most important tasks in your business right now. Save the stuff you love to do, or the tasks only you can do for your precious time and attention: everything else? Get help. Hire a virtual assistant. Send your receipts to a bookkeeper. One big caveat here: don’t barter for everything. You simply exchange one set of tasks taking up your time for another. If you want to really free up time, make the investment in paying someone else to do it.

Photo credit: 55Laney69 on Flickr

Your turn: Are you a solopreneur? What do you love best? What do you love least and how do you deal with it? Are you temporarily a solopreneur or do you have plans to stay that way? We want to know so please share below in the Comments!