January 31, 2018 § Leave a comment
History was my least favourite subject at school. It meant nothing to me – just a list of dates that seemed to have no relevance to my life. I was more a ‘books’ type of pupil where I could delve into a good story or use my imagination and make one up. So English – language and literature – always appealed.
Only the other week I realised it didn’t have to have been like that. I discovered how I’d missed out on Britain’s richly fascinating history. Shortly after watching an intriguing programme about Queen Elizabeth 1 and Mary Queen of Scots, I was captivated by a programme on Queen Victoria and her faithful, beloved Indian servant, Abdul Karim, who became known as the Munshi. It talked about how he’d taught her Urdu and the Queen had ignored all protests from her court objecting to her blatant fondness for the domestic help (foreign, at that!)
That tells you quite a lot about how we learn – how we’ve always learnt. Give us a list of facts and figures and many of us will find them easily forgettable.
Slot those facts and figures into a story and suddenly you’ve given them a life. Most of us will now remember.
Think about it like this: we tell each other stories, we pass on stories, we get excited about stories, we analyse stories, we SELL each other stories. We don’t do any of that about a column of facts.
And that’s exactly how good marketing works: what’s your company story? What’s the story behind that marketing campaign? Tell the story and your customers will learn about you and talk about you. Bark your specifications and they’ll quickly forget you.
Just getting something FREE, for example, is going to stick with them for a couple of blinks. They’re not actually going to learn anything about you – as decent as it is of you to offer the free offer – and frankly, they won’t remember your name tomorrow.
You’d almost certainly be better off selling your story to your customers and potential customers (for free).
Do you know your story? You’re living your story every day so it may be difficult for you to be objective and see it, to be fair. You probably need a Bowler Hat person to talk to you about why you are, what you are and when it all began and how?
It costs nothing to call to see if we can get to the bottom of who you are and why you should be writing about yourself! 01753 831604 is the landline and 07946 450708, the mobile – let’s have a chat.
January 11, 2018 § Leave a comment
It amazes me how companies use a completely different language when it comes to their written marketing stuff which should be directly connecting with customers. They don’t write the way they talk and people have to work too hard to understand what the company’s offering.
If you see anything on my site that falls foul of what I’m about to say – please pull me up on it. I mean it. I don’t want to write anything I wouldn’t say.
A good example of the ‘different written language’ I’m talking about was nearly used the other day when a friend of mine wanted to complain about the shoddy service she was receiving from a company who was supposed to be supplying some wedding invitations for her. She started writing a flowery email to them and asked my advice, basically about the ‘big’ words she was using. There was nothing wrong with the email but I asked her what she’d say if she was talking to them about the problem. Let’s just say, we got to the point quicker by writing with words of one syllable and her message was all the more powerful for it.
There is a place for formal language – I suppose solicitors still have to use it but not many solicitors read my blog and they’ll ignore what I’m saying anyway. I’m talking to and about the people who are trying to get attention via their marketing and will struggle if they use fancy language.
I know when we’re writing we can be more thoughtful. I know when we’re talking we can often think afterwards ‘I wish I’d said that’. But if we use a mixture of those two elements in down-to-earth language we can get a good formula.
Crafting a direct message that gets to the point and dumps unnecessary frills that the customer doesn’t have time or energy – or will, frankly – to read is a skill. I think it should be a law of marketing.
I suppose a good test is to ask yourself: would ‘I’ read it?
February 22, 2017 § Leave a comment
I’ve said it before but I’m saying it again because I still don’t know the answer: Do you have a standard sign-off for emails or do you vary it for each recipient?
I would guess that most of us throw out the rules if we’re emailing friends or clients we know well but what’s a good standard sign-off for anybody who falls into a more formal group. I don’t really have a ‘standard sign-off’ and am always finding reason to tailor it.
What I mean by that is that I’ll write the email in a way that Many thanks makes sense as a finishing phrase or Speak soon because both of those seem friendlier than many of the alternatives. I’ll take you through them as I see them:
Very best wishes – It sounds a bit over-sincere, I’ve decided;
Best wishes – alright but a bit stiff;
Best – manly (I can’t really explain why I’m giving it a gender but I said this was how I saw it);
All the best – old-fashioned and somehow too ‘old’ to be coming from someone of my age;
Kind regards – I’m not sure it’s ‘me’;
Warm regards – twee;
Regards – to the point. I feel fine when I receive a ‘Regards’ but signing off with one doesn’t come naturally;
Sincerely – not right for an email, not right for anything anymore – too formal;
Yours – same problem as ‘Sincerely’;
Sincerely yours – twice the problem of ‘Sincerely’ and ‘Yours’;
Take care – I like this, both for friends and for clients I know well. It’s not too personal but it’s friendly;
Love – I write that on birthday cards (because I love the person I’m sending them to. The same can’t be said for all email recipients so it’s not right.)
Name only – sometimes I sign off with just my name, particularly if we’re having an ’email conversation’ when wishes of any kind start to make the messages look clumsy. Otherwise it looks lazy unless you know the recipient well;
Initial only – rude;
Cheers – we’re doing business not buying a round;
Smiley – no;
See you soon – you probably won’t so as a generic sign-off it’s inappropriate;
Thanks for getting in touch – I like that;
Thanks so much for getting in touch – too needy;
Many thanks – a favourite but you’ve got to have something to thank the recipient for otherwise it doesn’t make sense. That’s why this blog started out with me saying I rewrite emails in order to be able to use this sign-off;
Speak soon – I also like this. If you’re emailing a client you know well you probably will speak soon. If you don’t know the client well yet, the sign-off reinforces the fact that you’re opening channels of communication.
So having run through many of the usual suspects I still haven’t found a generic sign-off I feel comfortable with. Something you might say at the end of a meeting goes towards deciding your ideal sign-off but it’s not a standalone decider because often you haven’t met the person at the receiving end of the email so the relationship is different.
Which means that even after giving the issue much thought I haven’t got anywhere with it. There will be some who will say I’m over-thinking the issue. I don’t agree. Every piece of communication goes towards your professional reputation and the way you close an email could be seen as smooth or awkward and that matters very much indeed.
October 10, 2016 § Leave a comment
I want to do yoga – frankly I need to do yoga – so when a Winter sun/yoga offer plopped into my inbox it looked just ‘the thing’. I was nearly on my way to find my leggings and book my place. And then I read the copy.
They wanted me to believe that there were professionals at the end of this venture into yoga which, they explained, means union of “body, mint and spirit.” (Please note: this is the sort of mistake your spellcheck can never pick up because although the word’s completely wrong, the spelling’s entirely right so there’s no reason for the spellcheck to question it.)
‘Whether’ was spelt ‘Wether’, sentences were constructed inside-out and back-to-front and the punctuation thrown randomly at the copy like confetti.
This was a three-paragraph email. It’s not hard to get that right – language/writing clearly wasn’t their strength, and they should have given the job to someone who could have polished it up properly. Then more people would have actually followed through, found their leggings and booked a slot.
When I see a company can’t be bothered to spell properly, I wonder what other corners they’re cutting.
Mind your language – would-be customers will doubt your professionalism if you don’t – and you’ll do nothing for your reputation.
August 6, 2014 § 2 Comments
If anyone has a query or a problem they can call me and I speak to them. When Bowler Hat gets a billion times bigger I’ll employ tons of receptionists and we’ll all talk to callers. We’ll be the most communicative communications company in the business.
Never – and I mean, never – will I subject my customers to machines or (and this has to be even worse) deny them telephone contact altogether. If that sounds a little antiquated I don’t care because a helpful person at the end of the phone is going to beat an automated menu of options hands-down, however old you are.
For starters…. people UNDERSTAND you and why you’re calling!!! Their pliable brains can hop all over the shop to fathom, filter and fulfil requests or sort out problems. A good old-fashioned conversation can take place so the caller can fully explain the issue at hand.
Not so with the automated voice system which goes into meltdown if the caller digresses from the menu – or, for goodness sake, hesitates for an instant. Have suffered this week trying to contact a huge and hugely well-known financial institution. The ‘voice’ didn’t know what to do with my query which didn’t slot into Options 1-6 and I didn’t know what to do with my frustration by the fifth attempt of rephrasing the question.
I’d just about recovered from that experience when a couple of days later I came up against the ‘Unfortunately we no longer offer a telephone support system’ sort of company. Would have preferred to speak to someone but, hey, I’m a writer – so took a deep breath and wrote a comprehensive email to said ‘we’d-rather-you-didn’t-contact-us’ company.
Minutes later, far too few minutes later – ping! Company replies. They’d read, it seemed, maybe three pars of the 12-paragraph letter I’d written, completely misunderstood it and explained a outrageously wrong decision with an outrageous explanation.
I know what you’re thinking. Why didn’t I put the pertinent points in the first three pars. I did, I did, I did. But it was a complicated issue and needed clarification and details.
I’m reliving the maddeningly wrist-wrenching experience as I type…but I think I’m over it now. I haven’t forgotten about it, though, have I. What this week has proved to me is that no matter the scale of the company, machines just don’t ‘do’ customer service. People do.
What worries me is this seemingly growing trend of companies putting the phone down on customers in favour of automation.
PS. At the time of writing am holding on to speak to someone at O2 and the sickly automated woman’s voice keeps telling me there’s loads of info on their website. I KNOOOOW. That’s where I got the number from but I want to talk to a person!!!!!
July 10, 2014 § Leave a comment
The World Cup’s been forced on me like never before this year – the new man in my life is football bonkers and has done his utmost to try to interest/educate me in the event.
But I don’t mind. To be honest I find the whole fiasco quite funny – if a bit sad at times – and I could always go and do something useful if I was really that bothered.
Actually it fascinates me: footballers crying because they’ve fallen over, fans crying because the ‘wrong’ team has scored too many goals, commentators getting stupidly excited when a goalkeeper saves a goal (isn’t that the one and only job goalkeepers have to do???)
Anyway, safe to say, I’ve watched a fair bit of the competition which of course has hit news headlines as well as dominated sports pages.
However I think it’s a bit much – and scraping the barrel – when the media looks at the World Cup in terms of fashion! I came across a blog today detailing World Cup kits http://bit.ly/U5jXqc. There were 53 photos in all – captioning AND rating kits. While I didn’t study them, it seems that others may have judging by comments such as ‘I like the Russian one, the French one doesn’t do much though.’ I can just about get my head around people loving the sport but not caring about the kit!
And hot on the heels of seeing that, along comes another blog about World Cup footballers’ tattoos. I skimmed that to see if there were any interesting ones. I’ll give you the link and leave it to you to decide. http://bbc.in/U5kad4
But what’s odd there is that while they headline the piece ‘tattoos of TEN World Cup stars’, they only find NINE. Now that’s what you call a scraping-the-barrel type of feature!