The Voice Of Your Business

The Voice Of Your Business

Today I’m going update a topic that I’ve spoken on previously.

Who is the Spokesperson for your Business?

Yes, it’s the people who answer the phone, who greet the customers, and the ones that interact face to face or online.  But that is different.

I’m referring to your advertising and marketing.

For many of the best-branded businesses in the world, one thing usually stands out and once people hear it, they immediately know what business it is.

Flo and Jamie are two of the fictional character actors that represent Progressive Insurance.  Yet, Progressive uses others too.

There’s Jake from State Farm who is just an actor.

The My Pillow Guy was famous for awhile and then when he became political, he offended a whole bunch of people with his passionate support of Donald Trump and election fraud.  I had to look up his name, Mike Lindell.  He is a classic example of how not to market your company by jumping into the political arena unless you are prepared for the consequences.

But I’m getting off track here.

Some of the most effective marketing successes in history, both locally and nationally, have involved capitalizing on the voices, faces, and personalities of charismatic and humble business owners and corporate leaders.

In decades past, nationally, you may recall Chrysler’s Lee Iacocca or Wendy’s humble founder Dave Thomas. More recently the spokesperson for Quicken Loans was  their President and Chief Marketing Officer Jay Farner.  In these cases, and many more, consumers have responded positively to the credible messages delivered by real people.

However even these three companies have diverted from what was once a successful advertising messaging campaign tactic.  5 years ago Quicken Loans launched Rocket Mortgage and pretty much abandoned what made them unique in their industry, although thru an online search, I found Jay Farner in a one minute video ad talking about what Rocket and Quicken are doing with regards to the economic hardships many faced during the COVID-19 pandemic.

Locally, you see and hear business owners voice their own ads, some of which are fantastically real and have moved their business from mediocracy to hometown heroes, and from rags to riches.  On my radio station WOWO radio, we have several business owners that voice their own ads.

People buy from people they trust. It’s that simple.  But if you don’t come across as real, trustworthy, and humble, the chances of you going from local to national are slim.

Two of the ten tips for being front and center in your campaigns are:

1.) Check your ego at the door. Only voice your commercials or have quotes and photos of yourself in your advertising if it is strategically correct to do so from a marketing perspective. It’s not about hearing your own voice or having mom see your picture; it’s about bringing believability and memorability to your campaign.

2.) Introduce yourself as the Owner, CEO, or President.  There is NO reason to either voice the ad or be in the video if you don’t introduce yourself.

As the owner or president, you don’t need to be better at voicing the ads than a disc jockey, actor, or actress. You simply need to serve the purpose of you doing the ad, and that is to become the voice or face of the company.  If you cannot add purpose, hire a gecko, create a fictional character, or let someone else do it!

Nothing sells like the human voice and using your own voice and words can make your campaign stand out against a hoard of ads produced by professional, anonymous sources.

Click here to view the rest of our 10 Tips to Being Your Company Spokesperson.  
 
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Friendly Competition

Friendly Competition

“Keep your friends close and your enemies closer” is a sometimes quoted and often misquoted saying that is credited to the book The Art of War from over 4000 years ago and the Godfather Part 2 movie a mere 40 years ago.

While much has been said about that quote, today I’m going to share another personal story about a friend of mine who just passed away this past month unexpectedly and how that quote started off a friendly competition that became a true friendship and mentorship for nearly two decades.

I’ll conclude with some lessons and wisdom for you to apply to your life and business.

This friend of mine is Ron Latham.

I thought I first met Ron in 2003.  I’ll explain more about that in a moment.

In 2003, I was returning to the world of media and marketing to join a group of radio stations in Fort Wayne, Indiana.  Travis Broadcasting was their company name which a year later became the Summit City Radio Group.  Ron was one of the older salespeople in his early 60’s and I was in my early 40’s.  Ron was very competitive and instead of just being boastful, he went out and beat his competitors.

As one of 6 new salespeople that started in early 2003, he didn’t really pay attention to me or the rest of us, he just went out and did his thing while we did ours but I later learned, he took pride in being the best each month.

About a year after I started, management held a sales meeting and announced new goals and budgets for each of us.  When the meeting adjourned, as we were all walking back to our offices, most of my coworkers were unhappy, including Ron.  I asked him, what’s wrong and he told me over his shoulder, “I don’t care about their stupid goals, I have my own that are higher than those.”   I responded, “I just have one goal.”

Ron stopped walking and turned around and said with a little snarl, “Yeah, what’s that?”

I told him, “To beat you.”

That lit up his eyes with a competitive spirit that said, “Game On.”  We made a little side wager, loser would have to buy lunch at the end of each month.

Ron hated to lose, and I did too, but I’ve been what I call “quietly competitive”.  Cool and calm on the outside, but a fighter just below the surface.  Over the next several months, this lunch wager was fun.  We compared billing and the first month I won.  Probably shocked the old guy that someone like me was able to beat him at something he’d been doing for 40 years.

“Anyone can get lucky for a month,” he said as we ate that first lunch that he paid for.  The competition continued.  Month two, he got his revenge and I bought lunch.  Month three and month four came and went and I won those two months. Then it was his turn to be on top for a month while I got a free lunch the month after that.

Within 6 months a new found respect and friendship developed out of this friendly competition and while I believe I beat him by at least one month before we stopped, everyone really won.  Ron’s billing grew to new heights, as did mine and we helped a bunch of local businesses with their advertising and marketing.

Ron decided to leave those radio stations when they did some programming changes that wiped out a big chunk of his monthly billing and income, but he was a wanted man, in a good way.  He had offers to sell advertising at other places including the monthly Hispanic newspaper.  That’s a story in itself.

The publisher of the Hispanic newspaper, Fernando met Ron and did a Spanish Language weekend radio show which expanded to 7 nights a week.  The programming changes I mentioned cancelled Fernando’s radio show, however Ron joined forces with Fernando and became the Gringo Sales Manager for the Hispanic paper.  See, Ron couldn’t speak a lick of Spanish, and didn’t want to learn.  But he saw the opportunity for mainstream businesses to advertise in the paper and invite the Hispanic community to spend their money in their stores.

After Ron turned 65, he moved to California for about a year with family but couldn’t stand it and returned to Fort Wayne.  Ron had an apartment in the same historic high rise that the Hispanic newspaper was located and the paper was Ron’s main gig.  It didn’t pay a lot he said but it was his “buttered popcorn money”. He and some of his older buddies would get tickets to the local college football games in the fall, Komets hockey in the winter and Tincaps baseball in the summer.

Ron was always a huge sports fan and basketball was his main game.  However he also took up golf and other activities to stay in shape.

In 2013 I joined WOWO radio.  I learned that the WOWO radio sales team had a tradition of taking a day off in the summer to go golfing. The only golf that I knew was miniature golf so Ron offered to teach me and once or twice a week we’d spend an evening at the golf course using some passes he traded for advertising in the Hispanic newspaper.  When the big event came that summer, I wasn’t the worst, but we quickly played “best ball” to keep the game moving.  My golf skills have only gotten worse since that first year and I never was able to beat Ron.

I did beat him bowling a few times and miniature golf too.

Remember the lunch wager I mentioned awhile ago?  When Ron returned from California, he and I started a new tradition of a weekly lunch without the wager since we worked for two totally different forms of media.

Over the nearly two decades that we were friends, I learned a lot from Ron.  He started out as a bit of a mentor to me.  We explored ideas and brainstormed.  If I had a client that I needed some extra input on, Ron was a great person to bounce my idea off of.  And it turns out, he did the same with me.

My step-daughter who is now in her 30’s was on the girls basketball team in high school and Ron’s wife at the time was the head coach for another girls team in town, one that won multiple championships.  I learned a lot about the game of basketball too from my friendship and conversations with Ron over the years.

I noticed over the past year that Ron was slowing down a little bit, as all of us were forced to live our lives differently with the onset of the Covid-19 Pandemic that shut down so many things including all the sporting events that Ron would have normally been doing.  He and I continued our nearly weekly lunches when the world began opening up, even if it meant a trip thru the drive thru and sitting in a parking lot “socially distanced” in our own cars.

March 4, 2021 was the last lunch we had together.  He turned down the opportunity I offered him to return to his beloved WOWO Radio as a part-time, “free lance” salesperson.  WOWO was where he started his advertising career 60 years earlier.

A week later, he contacted me in the middle of the night with a plea for help. It was a few days after he had contracted the shingles virus in his ear and the constant pain was making it impossible to get any rest.  I went to his home, contacted medics who took him to the hospital and the last time I saw Ron was when I visited him in the Emergency Room to deliver his phone.  The medical staff were assessing his situation and over the next two weeks discovered some other undiscovered health issues that ultimately made it impossible for him to recover.  His only son was allowed to be with him in Ron’s final day since the hospital was abiding with the strict precautionary protocols brought on by the current pandemic.  That was the only person outside of the medical team who got to see Ron after I saw him in the ER a couple weeks prior.

I found three pictures to share of Ron and myself.  The first was from 2009, when he and I were in our weekly lunch routine while working for different media companies,  I think he was scowling at me having another hot dog or something.

The middle picture was snapped in 2004 about the time we were in the middle of our friendly lunch wager competition at a basketball tournament that our radio stations were sponsoring.

And the last picture was a shocker to both Ron and myself.  When he was preparing to move to California, they were downsizing and Ron found a box of old pictures from the 1980’s.  Turns out we did NOT meet in 2003.  We actually played basketball on the WMEE Basketballer’s team. This picture from 1982 features a gangly radio disc jockey named Scott Howard whose only qualification to be on the team was I was the night time WMEE radio disc jockey, sitting next to a much better basketball player named Ron Latham who was a ringer for our team so we wouldn’t be entirely embarrassed when we went out to play in charity games.

With the passing of my friend who was 18 years my senior but we developed a friendship like brothers, I have some lessons to pass on.

  1.  Friendly Competition can be life changing.  While you may view your competition as the enemy because they are going after the same customers you are, that’s just an illusion.  You and your competition are different in ways that may not be obvious. Those differences is what is likely going to determine who the customer buys from.  Learn from each other and you’ll both be better. In the fast food world, some people prefer a flame broiled Whopper while others prefer a Big Mac.  Apply that to what you do too.
  2. Mentor One Another.  Just as I learned from Ron when he and I started working together in 2003, he was also learning from me over the years.  I recall a comment he made 10 years ago about how he could never do things my way because we just thought differently.  But we both used the other persons strengths to improve ourselves.  Today, I have 5 very different people on my advertising sales team at WOWO radio.  They are doing the things that Ron and I would do in bouncing ideas back and forth and mentoring each other.  How can you develop that in your world?
  3. Get Personal.  When you make it all about business or competition, you lose out on the human side of competition.  Do you know the names of your competitors family members?  Do you ever hang out with them?  If something were to happen to you, could you reach out to them for help?

Thanks for indulging me today with this reflection of my nearly 2 decades of friendship with my adopted older brother, Ron Latham that I disguised as some lessons for all of us in what can happen with a little Friendly Competition.

20 Years, One Day At A Time

20 Years, One Day At A Time

I’m going to get personal this week.

I’m also going to weave some lessons for your business into this story.

Today, March 17th is not only St. Patty’s Day… This is also my wedding anniversary.

Number 20 for my wife Kathy and myself.

She selected this day because of her Irish family heritage and back in 2001, this was a Saturday and it all worked out.

Kathy and I were previously married to other people with who we had our kids, so when we married we both became step-parents.

I brought 13 years of previous marriage experience to this union, she brought 17 years worth, add those numbers up and you have 30 years.  Plus the 20 years we’ve been husband and wife… it would be really weird to say we have “50 years of marriage experience”.  Or would it be 70 years?

The past doesn’t really matter so I’m sticking with 20 years.

Time to sneak in a business tip,  The Number of Combined Years of Experience Your Team Doesn’t Matter Either.  I have heard ads talking about over 100 years of combined experience.  So what?  I only care that you know how to take care of my need today.

Which brings us to another item…

How do you stay married for 20 years? One day at a time.

Some things you plan in advance.  I have a budget, okay a spreadsheet with all the due dates and all that fun stuff that I create annually and make adjustments as needed.  You need to do that kind of thing too for your business including allowing for changes and the unexpected.

Some things you decide in the moment.  Hopefully not too many big, life changing things.  Kathy and I have learned to give ourselves 24 hours or more before we decide on big stuff when possible.  Do you and your business partners have a similar plan and action steps?

We enjoy our time together.  We genuinely have made a point to set aside time that is ours. Weekly Date Nights have been a ritual and over the years, we have changed things up and actually have a few choices on where to go for dinner, etc.  But it’s more than date night once a week.  We also enjoy our conversations and doing things together.  Before I move to the next item, let me ask you about this aspect of your business.

How is the culture at your business?  Do you and your team enjoy working together?  The company I work for recently addressed the culture issue and worked to improve it.  I’m not talking about hanging out with your team after hours, but that could be part of the culture you foster at your business.  I’m talking about the day to day stuff, during working hours.  Ask yourselves the tough questions so you can decide what to do to improve it.

Kathy and I also spend plenty of time apart. We both have our own interests.  Just because I’m into human relationship marketing, doesn’t mean she has to be into it too.  Her love of gardening is not mine.  We support each other’s interests that are not our own.

This “difference” actually works quite well.  If both of us were too alike, it would get boring and instead each of us has strengths that help the relationship.  Here’s an example:

Kathy dreads doing dishes, which in our house means loading and unloading the dishwasher and putting the clean dishes away.  Me… I don’t mind at all, so I will often keep an eye out for when that chore needs to be done and do it.  Some people are better at certain tasks than others and some people just don’t like to do certain items that have to be done.  In your business, I challenge you to ask everyone to name one or two things that they do in their jobs that they really don’t like to do.  Then make a list of those dreaded tasks and see if there is someone else who would like to do something on that list.

20 year ago, I was taking a break from the world of media, marketing, radio and advertising.  When I met Kathy, I was a thermoformer operator and she was wrapping up her education to become a nurse.

20 years ago we were using dial-up internet services, there were no social media platforms.  Not even MySpace was around in 2001.

I have people on my local advertising sales team that weren’t old enough to drive when Kathy and I got married 20 years ago.

As you look back at what you were doing 20 years ago, what has changed?  I’m not talking about just the past 12 months that we’ve lived thru with the changes due to COVID, I’m talking about that times 20!

3 more observations about 20 years of marriage that perhaps you can apply to your life and business:

Faith, Forgiveness and Humor.  Those three are big ones.  You need to include those in your life too, both professionally and personally.

How Are Your Reviews?

How Are Your Reviews?

People are talking about you.

You probably don’t know half the things they are saying.

Unless you are diligently monitoring online social media, review sites and chat rooms, you don’t know unless someone tells you what they saw.

How important are these reviews?

According to a consumer survey made public by MarketingCharts.com, 19 out of 20 people read reviews.

But, it’s not just reviews that consumers read — close to three-quarters also read the businesses’ responses to these reviews.

Nearly 80% of consumers trust online reviews, it’s the new Word-Of-Mouth that can make or break a business.  The study also says over 90% of the readers of the reviews use them to make a buying decision. A review often determines the likelihood of a consumer using a local business. This can be seen with 94% of consumers agreeing that positive reviews make them more likely to use a business. Even more telling, 92% also said that negative reviews make them less likely to use a business.

What can you do as a business owner with this information?

Be proactive.

Ask your customers to review you on Google, Yelp and the other online review sites including Facebook which is still the king of social media.

Respond appropriately to the reviews online.

You can even use these online reviews in your advertising.  I have a client that has been doing this for years, it’s the heart of their radio campaign on WOWO Radio.

Contact me for more ideas by dropping me a line to Scott@WOWO.com

Caring About Your Customers

Caring About Your Customers

If you want to earn a consumers business this year, you have to appeal to what matters most to them.

That statement is true if you are selling Land Rovers or if you are running a dollar store.

It’s also been a truth that has been around forever, but now I have a fresh set of data to help you navigate 2021.

It comes from a survey just released last month on MarketingCharts.com.

Do you know what tops the list?

Convenience and Safety.  I’m willing to bet that before our pandemic, those two items wouldn’t be linked together and be a the top of the list.  Sure, we’ve been steadily looking for ways to make our lives easier forever, so convenience would be pretty high on the list anytime, but coupled with the repeated and continuous warnings about our health and safety due to the virus, this is a new category of consideration that we need to keep in mind for many more months to come.

The idea of getting your groceries delivered to your doorstep was an option very few people were willing to spend the money on.  Even curbside pickup was a concept that was still in its infancy a year ago for grocery shopping.

Sure we’ve been having pizza’s delivered to our door for decades.  That concept was expanded awhile ago locally by a company called Waiter on the Way that would take your order over the phone from dozens of restaurants and deliver to you for a small charge.  Of course this concept has since expanded with national companies now providing this service.

Ordering online with delivery of nearly anything has become the mainstay of Amazon’s retail operations for years.  As consumers we knew that we could order online and buy stuff that would be delivered to our homes, or our cars, but the pandemic created the increased need perceived by consumers who were previously not even considering these conveniences, but now do it for safety’s sake.

My question to you, is what have you done this past year and what will you be doing in the months and years ahead to adapt to this trend?

Also on the list is the word Empathy. How do consumers feel about your company and the way you care about them?  How do you manage this internally and externally?  If you have a customer that leaves a less than 5 star review online, how do you respond?  Are your marketing and branding messages conveying empathy and do you live up to those expectations?   Time to clean this area of your business up because this relates to another item on the list.

Losing loyal customers.  With all the changes in buying habits and the disruptions caused by the pandemic, this has also accelerated in the past year and will continue in 2021.

Two more items on the list go hand in hand.

The acceleration of e-commerce and providing the best customer experience. The best way for a local company to compete with an online, out of town company is the customer experience angle.  We want to shop local, make it easy for us to do that because there is an alternative.  Better yet, have you added an e-commerce option for you local customers?

Looking for ideas on how to implement some of these ideas and concepts?  Contact me and we can explore some options.  Send an email to Scott@WOWO.com .

The Significance of 200 Episodes

The Significance of 200 Episodes

The Scott Howard Genuine ScLoHo Media & Marketing Podcast turns 200 this week.

To me, that’s a little bit of a bragging right.  For you, perhaps it will give you a little bit of confidence or trust in what you are reading or listening to.

Indulge me for a moment as I talk about the significance of this and I’ll be sure to wrap up with a couple of questions that can help you with your business or branding.

First of all,  what’s a ScLoHo?

Nearly 17 years ago I registered the ScLoHo.com & ScLoHo.net domains, and even before that I had email accounts on Hotmail and Yahoo! that used ScLoHo.  I may have even had a MySpace account under the ScLoHo moniker.

ScLoHo is a made up word.  I took the first two letters of my first name (Scott), middle name (Louis), and last name (Howard) and created a unique word. There is a Wikipedia user page that has more of my history. The name Scott Howard I discovered is not unique.  The most famous Scott Howard is the fictional character in the Michael J Fox Teenwolf movie.  So ScLoHo became a unique way to identify myself online and it eventually spilled offline too. My wife and some coworkers call me ScLoHo and every once in awhile.

Here’s how ScLoHo became more than an email address.  I started a blog on the old Google Blogger platform which grew into multiple blogs.  It was a way for me to share stuff online about media and marketing along with personal stuff.  It was nothing I got paid for, it was simply a passion of mine to capture and share some wisdom from others and myself.

In 2011, I left the radio stations I was with and took a position working with my friend Kevin Mullett in the web-world and Kevin encouraged me to spend money and buy my own spot on the internet.  Not just a domain name like I had been doing, but a real hosted website.  It took a few months to design but I launched ScottHoward.me in October 2011 and moved over 10,000 article that I had written to the new website.   Also I want to emphasize that the dot me is only because the dot com version of my name is taken by a realtor in California.

The blogging articles never stopped on this website, although I slowed down to about 50 articles a year.  I used to do 50 per month, that’s how I got up to 10,000 in a short period of time.  Later this year, I will be writing my 15,000 article which is another accomplishment that not many people have done.

And before I tell you about the significance of 15,000 articles or 200 podcasts, here’s how the podcast even came about.

Our company, Federated Media, decided that it would be a great idea for someone to create an advertising or marketing podcast about 5 1/2 years ago.  I wasn’t in management at the time, but was writing these weekly articles on the subject so a couple of the managers asked me if I would consider switching to a podcast instead.

I told them I could do both.  With my on-air background, I knew how to do all the recording and production.  With my desire to continue writing, I created an audio version of what I was already doing.  Sort of like books on tape, read by the author.  It took a few weeks of planning including picking out theme music, and creating a logo after deciding on a name for the podcast and then it debuted 200 weekly episodes ago.

Here’s a few lessons that you may be able to apply.

  1. Do What You Are Passionate About.  There is no way, that I would still be writing weekly and then creating 200 podcast episodes if I didn’t care about this stuff.
  2. Do It When You Don’t Feel Like It.  There are times when I really don’t feel like writing or recording, or producing this material.  But I have found a way to push through those times, because they don’t last forever.  Here’s my secret… I usually have a few articles ready to go in advance.  That way when I don’t feel inspired, I can pull something I wrote from a day when I was feeling inspired and turn it into a podcast and publish it.
  3. Don’t Do It Only For The Money. Here’s another secret… Nobody pays me to write the articles or produce the podcast.  Which leads to my next lesson:
  4. Invest In Yourself. In real dollars, I have spent a few thousand bucks over the years making purchases for this website and the podcast. I have no real tangible way to measure the Return On Investment, dollar for dollar, but that’s okay.
  5. Invest In Others. That was the primary reason for starting my own website and blog and now 200 episodes of the Genuine ScLoHo Media and Marketing Podcast.  It’s not about me, it’s about sharing with others lessons and observations about Media, Marketing, and Life from this dude who just turned 61 years old on his last birthday.

There are plenty of others that I know that started a blog and after a few months, they quit.  Plenty of others who attempted to do a podcast but after awhile, they quit too.

The significance of sticking with it, that’s important.

Sticking with it doesn’t mean that you don’t make adjustments.  You have to adjust because the world is changing and you and I are changing too.

Quit smoking, quit drinking if you want, but don’t quit on yourself.  You can give up on many things, but don’t give up on your dreams and don’t give up on those around you.

Do the right thing and do it well.