Archive for August, 2010


Three Reasons to Say No a Smaller Project

Monday, August 30th, 2010

Dear Service Professional,

As we (hopefully) move away from the Great Recession you may be seeing inquiries, albeit tentative. They’re interested in your landscaping/consulting/tutoring services, but they don’t want to spend that much so they ask you if you can scale back your proposal.

Don’t do it.

I speak from previous experience. Actually, my previous experience has previous experience. In fact, I’m writing this blog post to remind my future self not to sell half a web design, half an internet marketing campaign, or half of a social media consult to anyone who asks.

It’s not that I’m a jerk. Let me rephrase that. It’s not because I’m a jerk. It’s because of this:

If you run your own business and you know what you’re doing then you have put in a lot of time and effort into creating an offering that works. Giving someone half of that project does neither of you any good. It’s not like a pizza that can be evenly split; it’s more like a half-cooked pizza that no one wants to eat.

Here’s why you want to say no:

  1. Your customer will be frustrated because “they spent all this money and they didn’t get what they expected.”
  2. You will be frustrated because you ended up putting in a lot more work than you agreed to. (It inevitably turns out that you can’t complete even a half-assed project in half the time, because you can’t halve the amount of time it takes to do proper project management, administrative tasks or billing. Nor can you halve the time it takes to deal with an upset customer; see point number one.)
  3. And perhaps most importantly: You can’t give only half the years of experience and knowledge you’re bringing to the project. (Can I get an “amen?”)

Chances are, you’ll get some push back if you tell them you can’t scale back your project. I often ask what would it be like if they offered their customers half a job? If that doesn’t work I ask them if they ever would drive just half a car? Wear half a pair of pants? Or get half an appendectomy?

If I get a smile, or at least a acknowledging grunt, I explain that I’m not looking for disappointed customers. I’ve been down this road before, and for us to do a job we’re proud of and the customer is happy with, it’s going to require our full effort.

It’s never easy to say no to a job, especially in these economic times. But if you stick to your guns you’ll get 1/3 to 1/2 of those jobs, and when you do a kick-ass job, they’ll tell their friends and associates the whole story, making it even easier to convince those people that they want you to put your full effort into that job.

Rich Brooks
Fully Engaged


Advanced Blogging at #ftw2010

Thursday, August 26th, 2010

Between my responsibilities of blogging, speaking, generating business for my company, and trying to be a better husband and dad, I’m also ramping up for Social Media FTW, a conference I co-founded with Chrystie Corns and Jaica Kinsman.

As part of our ongoing online marketing campaigns, we’re running a series of interviews with our speakers. Because I was around, we interviewed me first. Watch the lovely and talented Chrystie Corns strut her interview skills below or wach the interview on YouTube.

And, if you haven’t signed up yet there’s still time! However, with over half the tickets gone, they won’t be around for ever. Remember, last year we sold out!

To learn more and register for this year’s Social Media FTW Fall Conference visit our site.


Marketing & Advertising Tips: The Placement of Flyers

Wednesday, August 25th, 2010

Yesterday, as Colin from Market Street Eats and I were discussing owning the sales process (see yesterday’s post), we were putting up a new poster for Social Media FTW, the upcoming social media conference we’re putting on up here in Maine.

Colin taped up the poster on the back of the Dasani cooler that faces people as they walk in and when they’re sitting down. While doing this we were  patting each other on the back for being able to see opportunities that other people miss (again, see yesterday’s post.) After five to ten minutes of this activity, and after the poster had been in place for a few minutes I got ready to go. It was only then that I looked at the entire back of the Dasani cooler:

Yes, it appears that there was already a poster for Social Media FTW on the back of the cooler, and neither Colin nor I had seen it.

1st Lesson Learned: Put your marketing and advertising where people will see it. We understand why giant conglomerates spend all that money to get shelf space at eye level. We stood in front of the poster for over five minutes, STARING at the back of that cooler, and neither of us saw the poster at knee level.

2nd Lesson Learned: Don’t break your arm patting yourself on the back.

Rich Brooks
Missing the Obvious


Owning the Sales Process

Tuesday, August 24th, 2010

I just had a great interaction at one of my favorite lunch places–Market Street Eats–with proprietor Colin Rankin. (So great, in fact, that I’m putting off paying work with a big deadline because I feel inspired to blog right now.) I always have a great talk with Colin, and it’s often about the pleasures and perils of running your own business. In fact, I got two, maybe three blog  posts (the others to follow) out of that one interaction.

I went in to ask him if I could put up a poster for Social Media FTW, a social media conference we’re putting on in Maine on 9/22. While we were putting it up a pretty blond woman walked in. (The fact that she’s pretty and blond have nothing to do with this, but I did notice it and I’m trying to paint you a picture here.) You could sense that this was her first time here, and being somewhere between lunch and dinner, it was pretty quiet. In other words, there was no line or other indications of how the ordering process might work.

She walked up to the counter and one of the new wait staff greeted her warmly and asked if she wanted to see a menu. Colin seemed unimpressed. I wondered why, after all, it was a friendly greeting. “I told those guys to go around the counter, show new customers the big board (where the wrap descriptions are), make some recommendations, hand her a take out menu, and ask questions. They think it’s crazy to spend that much time for a $7 wrap.”

“Ah,” I replied, “but it’s not a $7 wrap. It’s $7, once a week, 52 times a year for 10 years. Plus, she might tell her friends, too.”

“Yes, but you look at it that way because you own your own company,” Colin replied.

Colin went on to tell me about one of his first jobs, selling men’s suits. “‘Never let the customer get ahead of you in a sale,’ my boss would tell me. ‘The customer doesn’t know as much as you do, he doesn’t work here. Once he gets ahead of you in the sales process everything falls apart.‘”

We talked more about how at flyte we try not to just email clients their wireframes or designs, but rather walk them through what they’re looking at, explaining the flow, why we made the choices we did, and how this helps them with their goals. If we just post the wireframes then we’re letting the customer get ahead of us; we’re not owning the sales process. (Some people might argue that this isn’t part of the sales process, but I feel you’re always selling, whether in business or in personal interactions.)

If you run your own business, or if your on the sales team (and we’re all on the sales team, BTW), you’re sure to run into a wide variety of customers. Some will know exactly what they want, some will only think they know what they want, and some will have no idea at all and look to you to help them out. The first group is rare; it’s more likely your customer thinks they’re in the first group but are actually in the second group.

If you sense that they are in the first group you can feel free to just take their order and be done. If they’re in one of the other groups, however, you’re going to need to put the focus not on your solution, but on their problems. Their problem could be anything from needing a web site that will generate leads to navigating a wide variety of sandwich choices in a new restaurant. Once you know their problems, and their goals, then you can help them find the solution that will work for them.

I don’t feel Colin was really upset with his staff, but he feels that whatever you learn selling wraps you can take with you anywhere, and I agree.

BTW, Market Street Eats rocks, the wait staff is spectacular, and if you’re anywhere near Portland, Maine, you should stop in there for a wrap. I recommend the Red Rooster, and when they ask if you’d like pickles, just say “yes.”

Rich Brooks
I Am What I Eat


How to Turn Your Blog Into a Lead Generation Machine

Tuesday, August 24th, 2010

Rich Brooks [hey, that's me!] will be one of the presenters at the Social Media FTW Fall Conference on 9/22/2010. He’ll be presenting on Advanced Blogging Techniques. Last year’s conference sold out, so be sure to register now!

To generate online leads, you need a steady stream of new, qualified prospects to your web site. These days, that means strong search engine visibility coupled with an active presence in social media.

And there’s no better tool to help you in both categories than your business blog. But like any tool, it doesn’t work by itself, it just amplifies your own efforts. Here’s how to maximize your efforts to increase your online visibility, drive more qualified traffic to your site, and convert that traffic into leads for your sales team.

  1. Spend time crafting a keyword-rich title for each blog post. Every blog post creates a new web page; each web page is another opportunity to rank well for one of your targeted keyword phrases in Google and other search engines. Your blog post title becomes your web page title, and titles are the biggest variable in the search engine algorithm, so don’t short-change yourself here. Make sure your best keyword phrases appear in the first few words in the title for maximum exposure.
  2. Keep those titles compelling. Leverage the “sharing power” of social media by creating compelling titles. People will often “Like” or retweet a blog post based solely on the title, even without reading it first! Although the tool may be tongue-in-cheek, check out the Link Bait Generator for ideas on how to create a compelling title.
  3. Blog for your audience: your prospects and customers. Too many business blogs appear to be where press releases go to die. Although there’s a place in an active blog for company news, for most businesses that’s not what will attract customers. Instead, keep the focus of your blog on your customers’ pain points. Every time you get an email or phone inquiry asking you for your expert advice, turn it into a blog post. If one person had that question, probably a dozen, a hundred or a thousand other people had the same question. Answer it before your competition does. Eighty to ninety percent of your blog posts should be addressing problems that your prospects face on a daily basis.
  4. Blog regularly. Don’t fall into the “I don’t have time to blog” trap. Blogging is marketing, and every business needs to make time to market their services. Get up an hour earlier, stay up an hour later, don’t watch “Project Runway” one week (unless of course you have a fashion blog. Then watch it twice.) You should really be blogging at least twice a week, three times when you’re just getting started.
  5. Reach new audiences through guest blogging. If you have the opportunity to blog at someone else’s blog, you are immediately introduced to a new audience. If you get another blogger to contribute to your blog, very often they will promote the post to their faithful readers, who will check out your blog. In either case, the cross-promotion is valuable to help you reach an audience who may never have heard of you otherwise.
  6. Actively market your blog. If a blog is such a great marketing tool, then it should market itself, right? Well, it needs a little help from you, especially at the beginning. Leverage your social media presence by promoting your new blog posts through tweets and status updates. Use tools like Pingoat to push your post to news aggregators. Use social bookmarking & news tools like Digg, Delicious and StumbleUpon as appropriate. Leave (intelligent) comments at related blogs and make sure your name links back to your blog post.
  7. Funnel blog traffic to your web site. Once you start attracting new traffic to your blog, it’s time to convert those visitors into prospects. You can do this through keyword-rich links to areas of your web site where you offer more information, or directly to a lead generation form. Consider offering a free download from your blog (at flyte’s blog we offer “The 11 Biggest Mistakes Small Business Bloggers Make”) that requires an email registration for collecting leads.

Now it’s your turn: what techniques do you use on your blog that generate leads and get people to start doing business with you? Share your ideas in the comment field below…and who knows, maybe some later readers will follow your link back to your blog!

Rich Brooks
Social Media FTW Co-Founder


Photo Booth Rental – Top Hat Photos Booths

Monday, August 23rd, 2010

We recently completed a relaunch of Top Hat Photo Booths, a photo booth rental company with locations in Floria, Maine, Massachusetts, New York and Rhode Island.

There were a few things that made Top Hat Photo Booths a cool company to work with:

  • Their photo booths are much cooler than traditional rental photo booths; they can be taken apart and set up just about anywhere. That means they would work on a casual wedding in a meadow in Maine or on the rooftop of a Manhattan apartment.
  • Their booths offer great branding opportunities; the sides of the photo booth can be tailored to your needs, whether they evoke wedding images (champagne glasses clinking) or your corporate image for a big corporate event.
  • Their prices are lower than their competitors. With pricing that starts at just $750 they’re hard to beat.

Top Hat had a nice looking site, but as they were about to expand into several new markets, the site wasn’t as scalable as they wished. In addition, they couldn’t make their own updates.

Our solution was to rebuild the site on WordPress and tweak the design and layout to make it more scalable so that it could grow as Top Hat grows. We also added a blog and created a nice feature where Top Hat could upload new photos for the top banner area and the site would automatically add a consistent treatment to all the photos.

The second part of the project, just starting, is to help Top Hat increase their online visibility. This will be a combination of social media and search engine optimization.

Even though Top Hat stretches up and down the east coast, no one is searching for “east coast photo booth rental.” That means that Top Hat has to focus on their local search results as much as general search results, if not more. Now brides, event planners and companies can find information on:

If you need a photo booth rental for your next corporate event, wedding or bar/bat mitzvah, be sure to check out Top Hat Photo Booth.

Rich Brooks
Ready for My Close-up


Social Media & Web Marketing Courses in Maine

Thursday, August 19th, 2010

Although the leaves aren’t changing yet, they will be soon (sniff!) and that means that classes are getting back in session.

This year I’ll be teaching not one but two classes at the University of Southern Maine:

Web Marketing for Small Business
In this 4 week course you’ll learn how to build an effective web presence for your small business or non-profit. You’ll learn about search engine optimization (SEO), email marketing, blogging, social media, e-commerce, traffic reports, and how to build a web site that generates leads and makes sales. (Please be aware, though: this is NOT an HTML course. You’re not learning how to build a web site, but rather how to make a web site that will build your business.)

4 Thursdays, September 30-October 28, 7-9 p.m.
$215 (8 contact hours/ 0.8 CEUs)
Abromson Center, 88 Bedford Street, USM Portland campus

I’m also teaching a brand new course this fall as well:

Social Media Marketing for Businesses (and the People That Run Them)
Sites like Facebook, Twitter and YouTube are certainly popular, but should they be important parts of your marketing strategy? In this two-class course, you’ll learn how these and other popular social media sites can increase the online visibility of your business, and put you in contact with new audiences.

You’ll learn how to setup and optimize profiles on the most popular, influential sites, how to connect with people in the social media sphere, and how to measure your success. You’ll learn the do’s and don’ts of social media, how to build an audience, and how to listen to what people are saying about you and your business.

We’ll talk about social networking, blogging, online video and all the tools your company needs to master this new arena of marketing.

2 Wednesdays, November 10 and 17, 7-9 p.m.
$115 (4 contact hours/ 0.4 CEUs)
USM Library Computer Lab

Hope to see you there!

Rich Brooks
You Can Call Me “Teach”

Photo credit: Lee Nachtigal


Email Communications: Sending Difficult Emails

Wednesday, August 18th, 2010

Yesterday’s blog post on The Power of Positive Language got a few official and unofficial retweets, and generated some comments on Twitter. It reminded me of a couple of especially difficult emails that I’ve had to send over the years. Sometimes it’s difficult to decide if a phone call or an email is the best way to hash out a disagreement. An email seems distant–maybe even cowardly–but at the same time it allows you to get all of your points across.

Of course, that begs the question: do you want to get all your points across? Doesn’t Steven Covey teach us to Seek First to Understand, Then to Be Understood? If you send out an email detailing how right you are and how wrong the other person is, you’ve pretty much locked in the adversarial positions for the both of you. At that point there’s no chance of a win-win outcome.

Still, if you’ve got no other options than to send out a difficult email (and you know what I’m talking about), take these steps before hitting send:

  • Take a deep breath. If it’s really difficult, take ten, or a walk around the block, or a good night’s sleep.
  • Start with a greeting, no matter how difficult the conversation’s going to be. “Howdy!” or “Hope this finds you well” or whatever sounds natural to you isn’t going to undermine the purpose of your message.
  • Rework any negative sentences so they say the same thing in a positive way. It may be that this relationship is still salvageable.
  • If you have multiple points on why you’re right and they’re wrong, delete and paste them into another document. I say this for two reasons: first, no one likes to be beaten over the head with the fact they’re in the wrong. It paints them into a corner and all they can do is come out swinging. Give them an opportunity to save face. Secondly, it may turn out that you’re not entirely right, either. In other words, don’t play all of your cards on the first pass. If you list all ten reasons why you’re in the right, and they come back with just one or two reasons why they’re right, they’ve pretty much trumped your ten reasons with their two.

Hopefully these emails will be few and far between, and you’ll be able to nip any problems in the bud, avoiding difficult emails and conversations. (Don’t difficult conversations get more difficult the longer they fester?)

Rich Brooks
You Know I’m Right


The Power of Positive Language

Tuesday, August 17th, 2010

FloatingAbout eight plus years ago I got a piece of unsolicited child-rearing advice: always use positive language when talking to children. Don’t say, “stop jumping on the couch!” Instead, say “couches are for sitting.” Now, I’d like to say that I’ve taken that to heart, but when you see footprints all over the couches and cushions and throw pills all over the floor it’s hard not to yell. (Sorry, kids!)

But forget parenting: it’s actually in business where we all need to put positive language to work. I find myself rewriting emails all the time–especially difficult emails–to improve the overall vibe of the message I’m trying to convey.

  • “We can’t move forward without a work agreement” becomes “We can start as soon as we receive your work agreement!”
  • “That’s impossible without scrapping everything we’ve done so far” becomes “That can be done, but we’ll need to take a few steps back and re-scope the project and timeline…will that work for you?”
  • “Once you approve the storyboards it becomes a lot more expensive to make changes to the programming” becomes “Let’s make sure you’re OK with the storyboards now, because it’s a lot easier (read: cheaper) to make changes to storyboards than complex database programming.”
  • “We can’t launch your web site without final payment” becomes “Once we receive the final payment we can launch your site, blog about it, and start making you money!”

To some people this may not seem like a big deal, but in my experience (and sadly, I’m getting more experience every day) it changes the entire tenor of a conversation.

Rich Brooks
Mr. Sunshine! :-D


6 Social Media Tips for Non-Profits

Monday, August 16th, 2010

This article originally appeared at FastCompany.com where Rich is an “Expert Blogger,” except there they don’t use quotes when they say expert. Rich has been known to repurpose that content when he hasn’t had enough coffee on a Monday morning, so here we are. Rich has also been known to refer to himself in the third person, as he is doing now.

Non-profits have the same opportunities as businesses when it comes to using social media, but they do have some unique challenges. They often have a group of volunteers who are spread out over a wide geographic area, no steady stream of income, and a wide variety of stake holders to whom they are responsible.

I recently sat down with Alex Steed who has a strong background in both social media and working with non-profits to talk about how non-profits can use social media to get their message out there. Below are some of the highlights from our conversation:

  • Don’t get too sexy too fast. “A lot of the people who are substantially engaged in these fields are still populations that are largely intimidated by the technology.” By using simple solutions, such as wikis or Google Cal, you can get quicker buy-in.
  • Use social media to tell your story, especially the god work you’re doing. “Really focus on telling a positive, interesting, resonant, and dynamic story about [yourself]. [That way] people don’t get “donor fatigue” and “ask fatigue” and don’t want to avoid you every time they see you.
  • Use location based apps like Foursquare or Gowalla to promote volunteer opportunities. “If we’re doing something here on this day in Portland, where we’re clearing a trail, it might be interesting to use a location-based technology to let people know what sort of opportunities exist within the non-profit or charity.” By tying your Foursquare into Twitter or Facebook and your message will even go farther.
  • Use wikis to keep stakeholders up-to-date and for internal communications, especially for decentralized volunteers. “I’ve been a big fan of something as simple, easy, interesting and straightforward as PBworks to help non-profits figure out how to stay in touch with each other and not just how to stay in touch with the outside of the organization.”
  • Online video featuring your participants can help your message go viral. “Video itself is inherently viral, not in the national viral or global viral phenomenon way, but in that if you have a video and you’re tagging people, people still love to be featured somewhere. They still love to be featured talking about things. If you tag someone in a video, and then you put it up online, they’re sharing that around and they’re basically helping you evangelize for the organization.”
  • Share social media ROI with board members to show engagement and reach. “Board members are actively viewing the organization’s social media presence in order to maintain an understanding as to how many people are engaged. There are monthly board meetings and there are board reports, and that is the end of the reporting process.”