Scout for Success

Techtrepreneurs - Step Awaaaay From the Machine!

I recently added up the number of business-related hours that I have spent in front of my computer over the last couple of months.  I was surprised at the total. Like many small business owners who provide technology and Internet-related services I expected the number to be high, but not that high.  It occurred to me that I had not participated in any elective, non-computer related, purely personal interest activities for quite a while, so I decided it was time to break out of my rut and enjoy some real world, low-tech, meet-new-people time.

To accomplish that, last weekend I attended The Cozy Library Extravaganza at the Warren Newport Library in Gurnee, Illinois. The Cozy Library is a website I designed several years ago for my good friend and mentor, Diana Vickery. Immensely popular with readers, the site is devoted to her reviews, recommendations, author interviews and a wealth of other information related to the genre of cozy mysteries. (You can learn the definition of a cozy mystery by visiting the Cozy Library website.) The extravaganza was sponsored by the library and included an informal panel discussion of books, writing and writing techniques, along with anecdotes from eight visiting authors from around the country. It was fascinating to hear the personal stories of these authors, and learn more about what inspired their creativity and how they went about turning their ideas, plots, and characters into the written word.  I was surprised at how much the outlining, organizing and character development techniques varied from person to person.

I thoroughly enjoyed the three hours I spent at this event. I’ve been writing myself since I was a child, and continue to grow my business on a foundation of services related to writing.  I actually relished being away from my computer for an entire afternoon, and engaging with friends and acquaintances old and new to discuss books, authors, personal interests and writing in general.  I went home that day feeling refreshed, inspired, and fired up to continue pursuing my writing goals.  Though I know that most technical entrepreneurs, or techtrepreneurs, also have lives away from their workstations, I suspect that many of us have to make a concerted effort to fit these entertaining and purely social forays into our busy schedules.

I also believe that many entrepreneurs and small business owners, especially those who delve regularly into the blogosphere, enjoy and utilize the written word in their work.  Two books that I always keep close at hand are Natalie Goldberg’s Writing Down the Bones - Freeing the Writer Within (1976) and Anne Lamott’s Bird by Bird - Some Instructions on Writing and Life (1994).  Many of you are likely already familiar with both works; for those aspiring writers who are not, I highly recommend them.  They each speak to the heart of writing, rather than dwelling on theory or technique.  Writing is about telling stories and communicating with others; as business owners we are constantly telling the story of what we have to offer, how we serve, what our products are, the why and how of what we do, and the benefits we offer our customers.  In an age of email and online written exchange of ideas, books like these can help to make you feel more confident about writing freely, and less self-conscious about expressing yourself and your ideas.

Copyright © Kimberly Washetas - 2008

Customer Testimonials - The Treasure Hiding in Plain Sight!

If you are like many small business owners, you spend a good portion of your operating budget marketing your company. Common methods include placing ads in newspapers, magazines and phone books, developing websites and the strategies to drive customers to them, buying billboard space, sending direct mail and more. Billions of dollars are expended annually on these expensive marketing initiatives, with varying levels of success.

Yet even as small business owners dig deeper to find the dollars to deploy on high-priced advertising, they often neglect the golden marketing opportunities in the nearest file drawer or on the company bulletin board: unsolicited customer testimonials!

Handwritten notes from happy customers, flowery thank you cards - even glowing emails extolling the virtues of the company’s service, employees or products. Yes, these are read and smiled over, perhaps passed around the office or read out loud at the “go team” weekly staff meetings. After that, all too often they are relegated to the customer’s file or the wall of the break room, perhaps saved to a hard drive and forgotten.

What a shame. These are the kind of marketing opportunities that no amount of money can buy, the heartfelt appreciation of a satisfied customer who took his or her own time to acknowledge the value of your company’s products or services.

It’s time to take a few minutes of your own time and go digging for this gold. Challenge all staff to recollect those notes, those cards and emails from days gone by, and scavenge the office to locate them. At your next staff meeting read them out loud and enjoy them again, boosting pride in the business and employee morale in one fell swoop.

Now it’s time to put that treasure to work. First, select the comments and excerpts that best acknowledge the qualities you want your business to be known for. Then, decide on the best way to feature the testimonials prominently in various facets of your marketing. You could turn them into graphic drop-ins, with quote marks and attractive fonts, and add them to your website or next brochure. Insert some of them strategically in presentation slideshows - big and bold, each on its own separate slide for greater impact. Have your next newspaper or magazine advertisement showcase the quote, with your company’s website and number directly beneath it. Make that testimonial stand out and grab the attention of your next prospective customer!

However you use them, at minimum attribute testimonials with the customer’s initials, or first name and initial. Before using a customer’s full name and town or company name, get written permission. Many people are reluctant to have their full names displayed publically, or their companies may have strict policies about endorsements. Make copies of all testimonials and keep them in a secure place in the event you need to validate them; attach attribution permissions as appropriate.

Most of all, as you head into the future, be sure to celebrate each new testimonial and share it with your employees. If a specific staff member was praised or credited, acknowledge that stellar service to everyone who works for you. By making each thank you or “job well done” an event, you promote the value you place on high quality and premier service to every member of your organization.

Copyright © Kimberly Washetas - 2008