What Liz and I have been discussing in our latest one2one conversation.

Most recently, I asked Liz the question:

What do you feel is necessary to create an effective strategy to promote a business?Â

Okay, so I didn’t ask a light-weight question. I know that. Just like I know there’s no one right answer. That’s what makes the conversation interesting, if you ask me.

Liz’s answer was great, “…the way I get from strategy to execution is really to have a strategy, one in which outlines in detail what we are building.”

Which somewhat leads me to my answer to the same question – since Liz returned it to me.

For me, the key to strategy in promoting a business lies in clarity. Yeah, I know…you’ve heard enough about clarity. Yet, for me, it’s the foundational stones to creating, promoting and growing your business.

What’s always worked in my business is first to have as much clarity as you can around three points: who you are, what you do, and who you do it for. I’ve seen all my own success stem from clearly defining myself in these first three questions.

It’s taken some time, but I’ve learned not to slouch on these questions. Who I am is very important because I’m, personally, the foundation around my business so I need to know, clearly, what I bring to the table. What I do is far more than what I provide. It’s a look at what problem(s) can I solve for people. And who I do it for considers who are the people who have the problems that I can help them with.

Next I ask myself (and my clients) how: how do you do what you do. I can’t even begin to express how much my business changed when I took a long look at not just what it is I do, but how I do it. My eyes opened to things about my business that I never had considered. And I’ve watched this in many of my clients over the years.

Finally, I ask one final question: where can I find the people whose problems I have the solution too? Since I need to know where to promote my business I have to know where the people I can help are looking for help.

My goal is to get as much clarity around each of these questions as possible. And since I know I’m constantly learning, changing and growing I forget about getting it perfect and just get it clear.

From the clarity I gain through answering these five questions, I now have a light-weight strategy for promoting my business. A little polish on the message and a few decisions around how to reach my target audience, and I’m off to the races.

The key, is to keep everything clear. If I find something that isn’t clear, I stop and track back where it may have become unclear. Then I take the time to clarify that bit of cloudiness.

Which brings me to my next question I’m asking Liz (and you):

I’ve always seen you as having a great deal of clarity around your blogging and your business. What do you lean on to help you keep that clarity?

Please, join in the conversation – either below, in the comment box – or at Liz’s site.

Or do you get that it’s not about you?

That’s right. If you’re the business owner – it’s not about you. So, then, who is it about?

It’s about me – the client, the customer, the patron, the prospect – whatever term we want to use to mean, “who you’re in business for.” If you’re blogging, it’s who you’re writing for. You know, the people who read and comment on your blog posts.

Yet, so much of the copy I see on the web isn’t focused on me and my needs at all. Rather it’s focused on the business and, truthfully, their needs.

Think about the sites you’ve seen. More often than not they say things like, “We can do this,” or “Our services blah, blah,” or “We have 50 years of experience.” Then there’s my favorite – “our mission is…”

As a consumer, I don’t care about your mission. I don’t care what about what you do, your services or your decades of experience. I care about me. I want to know what’s in it for me. How can knowing you benefit me? What can you do to help me?

If I’m ‘in the market’ for something, it’s likely because I have a problem. What I need is a solution to my problem. And if I’m visiting your website, I need to know first that you understand my problem and, then, second that you can help me solve my problem. But I can’t know you can solve my problems unless you tell me so.

I was going to write some tips about how to create a more customer-focused marketing message. But I’d rather have that conversation in the comment box because I really want to hear your ideas. So…let’s talk.

Would you like your customers and clients to promote your business for you? Of course you do, right?

Andy Sernovitz, author of Word of Mouth Marketing: How Smart Companies Get People Talking, states that around 80% of online shopping time is spent researching products (and services) rather than buying. And 77% of online shoppers will read reviews before making a purchase.

So obviously what people think about you and your business is very important to your success. And with blast and interruption marketing being less and less effective, what people are saying about you becomes even more important.

In Andy’s book he says, “Traditional marketing is no longer the safe way to go. It may make you more comfortable, but it is becoming gradually less and less effective… It’s time to focus on making customers happy – earning their trust and respect and getting them talking about your stuff.”

So how do you get your customers and clients to talk about you and promote your business? Well, first, “Happy customers are your best advertisers.” (from Andy’s book).

But I go a step further…I say get your clients to fall in love with you.

Think about what happens to you when you fall in love. You’re giddy and excited. Your face carries a perpetual smile and your stride has a bit more bounce to it. And when you’re in love, you can’t help but telling people about it. Especially your friends.

That’s exactly how you want your clients and customers to feel from their work with you. You want them to leave your meetings excited, hopeful and with a bit of bounce in their stride. Then you’ll be the topic of conversation when your client talks to their friends.

So how do you get your clients and customers to fall in love with you? Here’s 7, rather easy, ways to begin:

1. Be nice
   Above all things, if you’re kind, polite and compassionate, they will feel it. And they’ll internally compare how they feel interacting with you with how they feel with others. It’s subtle, but it makes a huge difference.
2. Be fully attentive
   Whenever you’re interacting with a client or customer, put everything else on hold. If things come up during a meeting, write them down so they don’t get in the way of your being fully present. You know when someone isn’t fully there with you – and your clients do too.
3. Exceed their expectations
   Whenever the opportunity presents itself, take the extra step. Doing small tasks that have little impact on your time can pay huge dividends in how your clients see you. Going above and beyond creates a ‘wow’ affect. It makes them feel like they’re the most important client to you. And that’s what they’ll talk about with others.
4. Listen to what they’re really telling you
   People don’t always do a great job saying what they really mean. Listen to their words, AND listen to what they’re saying between the words. When you answer the unspoken questions and concerns your clients will trust you even more because they’ll feel like you really ‘get them.’
5. Help them understand how
   People have hired you or bought your products to help them solve some problem in their business. So make sure it does. If they don’t understand how to use it, they won’t and, in turn, you won’t succeed either. They have to be successful for you to be successful.
6. Always follow up
   If you say you’re going to do something by a certain time, do it. Do it earlier, if you can to exceed their expectations. And if you can’t do it on time, let them know as soon as you do. If you keep your clients well informed, it will go a long way to building respect and trust.
7. Stay in touch
   Even after you’re finished working directly with them, stay in touch. Give them a call or send an email that specifically asks them how they’re doing after working together or buying your product. Trust me, this will be a very pleasant surprise. And, it can give you valuable feedback as well.

Here are but a few ways to make your clients fall in love with you. Put them in action and you’ll have raving fans who want to tell everyone they know about you.

I know I haven’t covered all the ways to make your clients fall in love with you. So let’s talk about it. What’s worked for you? What hasn’t? And what have I left out?

Boy, that’s an exciting headline, huh? What could possibly be the most important thing you could be doing to market your coaching or consulting business?

Most marketing experts will tell you it’s clearly branding your business or creating your comprehensive marketing plan. Both those are certainly important.

But according to 19 year-old entrepreneur Ben Casnocha, founder of Comcate and author of My Start-Up Life: What a (Very) Young CEO Learned on His Journey Through Silicon Valley, the most important thing you can do when starting a business is “harbor a bias towards action.”
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One thing I can say about myself is I don’t stand still much. It seems I’m always to understand more of what and why I think, feel and believe the way I do.

In my personal life, I don’t often rest on good enough. Instead, I strive to be a better man, a better husband, a better parent, a better son, a better friend, and a better neighbor. And in my spirituality, I constantly find myself working through issues that limit me from the deepest understandings of my soul and its relationship to my Creator.

In business, it’s much the same way. While I know quite a bit about business websites development, marketing strategy and copywriting, I still strive to learn more – always pushing my envelope.

It was just about a year ago that I decide to find out what blogging is all about. So I found out how to use RSS, got a reader and started watching blogs – learning as much as I could from the bloggers I enjoyed.

Now, I didn’t ‘need’ to blog. My business was doing great and I had more still to share with my clients. Yet, I wanted to know what blogging was all about. And soon, I discovered that blogging was, perhaps, the most powerful (or at least accessible) method for building interest in your business then anything yet created. And…you could do it on the cheap.

So I pushed. And now, I have a pretty successful blog myself, my business is thriving, and doors are opening all around me for expansion. To top it off, I’ve also made some amazing friendships and partnerships with bloggers that four or five months ago I didn’t know. Incredible, really.

So when my dear friend Adam Kayce tagged me a little while back asking me about my learning edge, it gave me a chance to think a bit about where I’ve been and where I’m heading.

In the meantime, I checked out the other folks that have been tagged on this meme like, Edward Mills, Ben Yoskovitz, Jean Browman, Daily Triathlete, Eve, Evelyn Rodriguez, Sue Melone, and the dear Colleen Wainwright from Communicatrix. They each wrote some great posts on where they’re stretching.

For me, I’ve read a fair amount. Though less than I used to with two kids under 4 years old. I read lots of blogs daily and manage a number of great phone conversations each week; constantly exploring how to better build my business (and my client’s) through blogging and social media.

I’ve learned a ton about using social media in the past year since watching blogs – and even more in the past six months since I’ve been blogging. And so now it’s time to push the envelope even wider.

Now I want to bring together the parts of social media – social bookmarking (e.g. del.icio.us, ma.ganolia), social networking (e.g. Linkedin, MyBlogLog, Facebook), social recommendation (e.g. Digg, StumbleUpon, Netscape) and social content (YouTube, Flickr) – together into a program that will help service-based business owners grow their businesses sustainably and with authenticity.

I’m using social networks more and more – learning everything I can about how they work and how they can aid business growth. I’ve read 15 books on blogging. Most were pretty useless – though I got something out of Clear Blogging, Publish & Prosper, and What No One Ever Tells you About Blogging and Podcasting and Naked Conversations. And, as I’ve written about, I absolutely loved Lorelle’s Blogging Tips.

I’ve also read a few books on on social media and social marketing such as Andy Sernovitz’s Word of Mouth Marketing, Mark Hughes’ Buzz Marketing, and, of course, Seth Godin’s books and the Cluetrain Manifesto. And I’ve got Ben McConnell’s books, Citizen Marketers & Creating Customer Evangelists, along with Paul Gillin’s The New Influencers: A Marketer’s Guide to the New Social Media coming from Amazon.

As for blogs I regularly read ProBlogger, Copyblogger, David Armano, Lee Odden, Chris Garrett, Andy Beard and the guys at Pronet Advertising – along with a search responses I find daily in my reader.

In thinking about using social media – social bookmarketing, social networking, etc – who do you read and how has it helped you utilize these services to grow your business?Â

And to David, Char, Gayla, Stuart, Dave, Dylan, Randa and Chris I’d like to know what you’re current learning edge is. Find out more about this meme at Adam’s site.

You’ve heard the term social networking, right? But do you really understand what it’s about?

I’ve found that while many have heard the term, most don’t know what it really means. Yet, most of us are engaged in social networking dozens of times each day.

How?

Well, if you tell a friend about a service or product you like – you’re social networking. If you share another blogger’s post with your blog readers…you’re social networking. Hand out a business card – you’re social networking. Returning phone calls, responding to email, contacting your blog commenters, building relationships with other bloggers, even writing on forums – all of this – and more – fall under social networking.

Basically, social networking is a way that people of some similar interests connect. The beauty is that this happens when people you may not know find you (and your business) because of some connection they have with someone you both know.

Social networking is happening all the time. The real question, then, isn’t whether you’re engaged in social networking. Rather the question is are you taking full advantage of the social networking you’re already doing?

One great way is to utilize social networking communities such as Linkedin, MyBlogLog and Facebook. Each can get you linked to friends and colleagues who link to people who link to people – creating your network.

Need a little more about the basics of social networking? Common Craft put together another great video describing social networking in plain English. Check it out below.

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From the video transcript describing using social networking sites:

When you find someone, you click a button that says, “Add as Friend”. Once you do this, you and that person have a connection on the website that others can see. They are a member of your network, and you are a member of theirs.

What’s really cool, is that you can see who your friends know, and who your friends’ friends know. You’re no longer a stranger, so you can contact them more easily.

This solves a real world problem because your network has hidden opportunities. Social networking sites make these connections between people visible.

Like a map for a highway, they can show you the people network that can help you get to your next destination, whether it’s a job, a new partner, or a great place to live. Your network is suddenly more useful.

How do you use social networks? And what results have you gotten from using them?

Thanks to Chris Brogan and Beth Kanter for helping me discover this video.

Is marketing about transactions? Is it about communication? Is it about conversations? Or is it about relationships?

Of course, marketing isn’t about one thing in particular. Yet marketing tends to focus on one, specific outcome – often the transaction. But what happens if we only focus on marketing as, say, a transaction? Who benefits?

Here’s a great story a friend of mine shared with me. It’s a conversation between Doc Searls and a Nigerian Pastor named Sayo. It begins with Doc explaining the chapter he and David Weinberger wrote in the Cluetrain Manifesto called Markets are Conversations…

…After hearing (about ‘markets are conversations’), he acknowledged that our observations were astute, but also incomplete. Something more was going on in markets than just transactions and conversations, he said. What was it?

I said I didn’t know. Here is the dialogue that followed, as close to verbatim as I can recall it…

“Pretend this is a garment”, Sayo said, picking up one of those blue airplane pillows. “Let’s say you see it for sale in a public market in my country, and you are interested in buying it. What is your first question to the seller?”

“What does it cost?” I said.

“Yes”, he answered. “You would ask that. Let’s say he says, ‘Fifty dollars’. What happens next?”

“If I want the garment, I bargain with him until we reach an agreeable price.”

“Good. Now let’s say you know something about textiles. And the two of you get into a long conversation where both of you learn much from each other. You learn about the origin of the garment, the yarn used, the dyes, the name of the artist, and so on. He learns about how fabric is made in your country, how distribution works, and so on. In the course of this you get to know each other. What happens to the price?”

“Maybe I want to pay him more and he wants to charge me less”.

“Yes. And why is that?”

“I’m not sure.”

“You now have a relationship”.

Their conversation goes on to talk about the importance of relationship in public markets. “Transaction still matters, of course. So does conversation. But the biggest wedge in the social pie of the public marketplace is relationship. Price is less set than found, and the context for finding prices is both conversation and relationship. In many cases, relationship is the primary concern, not price.”

What do you think? What’s the reason behind your marketing? Is it just to land business? Or is your marketing about something else? Or both? I’d love to talk about this…

Liz had been telling me (that’s she and I on the right) for weeks that SOBCon07 (link to pictures) was going to be a different kind of conference. How? She kept telling me that we were going to take the comment box to the conference room.

Boy, did that ever happen.

From when I arrived on Friday to meet my friend Adam Kayce to talking WordPress with Lorelle VanFossen til 1:30am Sunday morning, the conference was really one, large conversation. It was incredible, amazing, remarkable. So remarkable that while I’d like to share with you all my experiences I’m sure I’m unable too.
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I had an amazing weekend at SOBCon07 in Chicago over the weekend. My write up will come next. But first, I want to send out some link love and a whole bunch of huge, bear hugs to every person who was there. Each of you inspired me to be a better blogger personal publisher, and a better person. I’m truly in awe of each of you. Thank you for your sharing, your honesty, your beauty and our new friendship…

To SOBCon07 Chicago Attendees: Sandra Renshaw Brad Shorr Timothy Johnson Tammy Lenski Muhammad Saleem Lorelle VanFossen David Dalka – Mobile Search Marketing Todd And John Yedinak Joe Hauckes Tim Draayer Jeremy Geelan Carolyn Manning Sheila Scarborough Steve Farber Dawud Miracle Doug Mitchell Jeff O’Hara Dave Schoof Jamy Shiels Adam Steen Hannah Steen Chris Thilk Barry Zweibel Eric Bingen Ellen Moore Cord Silverstein Jean-Patrick Smith James Walton Sharan Tash Vernon Lun Tony Lee Scott Desgrosseilliers Mark Murrell Kammie Kobyleski Easton Ellsworth Mark Goodyear Ann Michael Kent Blumberg Ashley Cecil Robert Hruzek Sabu N G Lisa Gates Franke James Chris Brown Troy Worman Karen Putz Jesse Petersen Terry Mapes Andy Brudtkuhl Lucia Mancuso Peter Flaschner Derrick Sorles Mike Rohde Thomas Clifford Rajesh Srivastava Claire Celsi Jason Alba Cristiana Passinato Sean R. Alex Shalman Cristiana Passinato Brad Spirrison Ari Garber Dr. Rob Wolcott Cheryll Cruz Sharon Scherer Jonathan Phillips Jason Wade Jill Pullen Doug Bulleit Wendy Kinney Chelsea Vincent Ayush Agarwal Paul Mangalik Premchand Kallan Xochi Kaplan Michael Snell Ella Wilson Adam Kayce

And to the speakers, thank you for making this the most engaging experience I’ve ever had at a conference…

SOBCon07 Chicago Speakers: Andy Sernovitz Phil Gerbyshak Liz Strauss David Armano Mike Sansone Drew McLellan Mike Wagner Terry Starbucker Rodney Rumford Ben Yoskovitz Chris Cree Robyn Tippins Diego Orjuela Vernon Lun Wendy Piersall

I can’t wait to see each of you some time soon…

The other day, I ran into Starbucks to get my wife a latte. It was mid-afternoon on a Saturday and, as usual, Starbucks was hoppin’.

As I waited for my wife’s coffee, I looked around. Every table and seat was filled with people talking with each other. I gently tuned into the conversations that were close by (yes, I was easy-dropping). At one table, two girls were talking about their college Chemistry class. At another three guys were discussing investment ideas. I heard two women talking about gardening, a couple discuss their wedding plans, and a dad sharing stories with his two twenty-something daughters.
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