Category: Business-general

By Posted on Posted in Business Ethics, Business-general, General Commentary, Marketing Techniques and Philosophies, privacy, Shel's Personal Life, Transparency vs. Secrecy Tagged with , , ,

How many times will they try to beat us into submission before they see it doesn’t work?

It’s bad enough that I have to delete some 200 spams a day from my email inboxes…that I get at least 10 junk calls every week from robots, and another 5 or so from poorly trained humans…that I have to spend my precious time flushing spams out of the moderation queues on my WordPress sites.

It is absolutely unacceptable that today, not only did I get two bounce messages from Russia for emails I never sent, I actually got a robocall (about lowering my credit card rate) that showed up with my own name and number on caller ID!

I was among the first to sign up for the do-not-call list. I moderate my website comments, so no junk gets through. And I value my reputation to the point where if I could figure out how to track and report these scum who are trashing my good name pretending to be me, I would make things very ugly for them.

Attention spammers: if you think I will *ever* do business with someone who not only forces unwanted (and often-deceptive) intrusions on me, but actually forges my name to the attempt, you are sorely mistaken. To paraphrase Phil Ochs, “Stupid spammer, find another planet to be part of!” And in the meantime, at least get me OFF your list!

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By Posted on Posted in Business-general, Customer Service as Marketing, General Commentary, Publishing, Transparency vs. Secrecy, Web 2.0/Social Media Tagged with , ,

Hyperion Contact Us page

Dear Hyperion Books:

All I wanted to do was to send you a review copy request so I could review “Stirring It Up” by Stonyfield Farm founder Gary Hirshberg. I review books on socially and environmentally conscious business.

I went to your contact page expecting to find a press contact. But all that’s there is how to write to you if I want to contact one of your authors directly. There’s no way to contact ANY of your departments, except a few social media links.

Oh yes, and from my desktop computer, your Twitter page link goes to one spammy tweet from last November that I don’t think is yours. Oddly, on my laptop, it goes to a no-such-account page, as does your Facebook link.

I even went to your bookseller page, where I found a link to the Disney media center–which includes media pages for lots of Disney broadcast properties but not Hyperion.

Surely, with all the resources at Disney’s disposal, you could have a person in charge of media contact for Hyperion, and you could list at least one way to contact you that actually works. There’s not even a phone number!

In the 21st century, there’s absolutely no excuse for companies to barricade themselves behind windowless fortress walls. Empowered customers don’t just get mad; they tell their 10,000 closest friends on Facebook or Youtube (“United Breaks Guitars” is up over 14 million Youtube views). If I were a paying customer with a gripe, I’d probably be buying “hyperionsucks.com” right about now.

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By Posted on Posted in Business-general, Entrepreneurship, Innovation, Publishing, Web 2.0/Social Media Tagged with , , ,

This year, at Book Expo America, I interviewed Enrique Parrilla, co-founder of pentian.com, with offices in Sevilla (Seville), Madrid, and Los Angeles. Pentian marries publishing services with crowdfunding—something I don’t think the publishing world has seen before, and something that to me at least seems more attractive than the typical subsidy publishing model of most publishing services companies (which is not, typically, a good deal for the author). How it works out remains to be seen—and meanwhile, here’s what Parilla had to say about it:

The main difference between Kickstarter etc. and us is that the backers provide the funds. [Kickstarter donors[ may get a signed copy, a named character, but that’s it. We wanted to create a connection between the author and the community. A financial connection. The backers receive a percentage of sales.

Benefits to author:
Every backer becomes invested in success of the book. You get a much more viral connection with the market, you have 20, 40, 50 backers.
You make every backer a publisher, and they obtain profit from the success of the book.

You present the book proposal to us. We own the entire production chain, layout, design, marketing, production, distribution. We’re able to assess the costs of publication, and publish at a substantially lower cost. We are not getting a fee on the production. Once the sales start, we work with the net profit. But the cost of production will change from one continent to another, so it is difficult to come up with percentages on the retail price. So we take all the net profits and put them in a big bag. 50% goes to the backers, proportional to their investment. 40% goes to the author. 10% goes to the publisher.

The model is disruptive in several ways:
The percentage to the publisher is much lower because so much goes to the backers and the authors. This is sufficient, because the cost of production is covered by the fundraising campaign, and we print on demand.

Initially, when we receive a manuscript or proposal, there is an evaluation. If the thing stinks, we will offer to fundraise for professional editing services. We will come up with a budget, custom made for each proposal. If they need an illustrator, we’ll budget for that.

We will accept anything not indecent or violent. We have done fundraising books for charities, novels, children’s books. 70% fiction, 20% nonfiction, and the rest is a hodgepodge.

Unlike Kickstarter, we put a cap on the funds to be raised. We are really striving to be fair and to provide a sense of urgency. If you see a book is doing well, if you do not jump in, you may be left out. We can do additional campaigns for marketing, etc., but once we set the budget, when it’s gone, it’s gone. So you see the funding accelerating rapidly when a book hits 60-70% of its funding goal. The viral concept works really well. People start swarming out, and we don’t always understand why—but when it happens, it happens very quickly. Some books sit at 5% and don’t get funded. The investors get the full amount returned. If the author raises half, we’ll look at options like digital-only format. We’ll look at options to make it work.

Backers do not have the certainty that a book will get funded. As a publishing company, we make sure the publishing happens and the book sees the light of day.

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By Posted on Posted in Business-general, Customer Service as Marketing, General Commentary, localism/locavore, Networking, People Helping People, Shel's Personal Life Tagged with , , ,

Thursday was full of extremes, with both positive and negative encounters.

On the positive side, I had two amazing one-to-one meetings: with the former mayor of a nearby town who just took a job with a green energy company, and then a few minutes later, with a life coach friend of mine. With both, we each brainstormed marketing ideas and helpful contacts for the other.

Then, a brief call with my own coach, Oshana Himot, who continues to amaze me with her sheer brilliance. My business is engaged in a major shift toward much deeper work, and she can take much of the credit. And finally, a Chamber mixer where I managed to have several substantive conversations. I was introduced to a gentleman I didn’t know who’s partnering with an organic farmer friend of mine to make tortillas using local corn. As a local food advocate, marketer, and foodie, I’m eager to help him succeed. Then was my friend who runs the local TV station, on his capital campaign and new building they’re going to construct. I offered him a resource about building deeply green, and he, out of the blue, offered to shoot a promo for me. And finally, a woman in my own town who will bring a much-needed progressive and articulate voice to the Selectboard.

But on the same day, I had three encounters with enormous stupidity.

1. We’d been contacted by a charity some time back to see if we had any goods to donate. We did indeed, and in the intervening two weeks, we’ve filled three large boxes with books and a huge trash bag of clothes. Originally, we were going to put all this in front of the garage for pickup, so we wouldn’t have to wait around. They’re not allowed to actually open the door. But since that was set up, it’s snowed several times and our garage is completely blocked off. So I called to explain that the crew would have to ring our bell, since we couldn’t put things out by the garage and we didn’t want to ruin it all by putting it right in the snow. And then I asked for a two-hour window for the pickup, so we could be sure to be here. No can do, she told me; they’ll be there any time between 8 a.m. and 6 p.m. I told her that I wasn’t going to be stuck in my house all Saturday waiting for them. Finally, after about ten minutes of back and forth, she gave me a phone number to call Saturday morning where they’d be able to narrow it down at least a little. Not exactly customer service heroism—especially considering WE’re doing THEM a favor by donating goods.

2. Between my two morning meetings, I had to walk in a busy, narrow street in the central business district of a nearby village, because one gas station owner hadn’t shoveled his side walk. I poked my head in the office and mentioned the problem. The owner growled, “It hasn’t been 24 hours.” Yet every other property owner had managed to clear the sidewalk, Guess where I’m never buying gas again as long as I live (and yes, I have been a customer there, in the past).

3. My wife and I were the only customers in a restaurant except for one person picking up a takeout order, for about 40 minutes. Just as we were about to leave, a woman showed up prepared to make a large takeout order. It was 10 minutes to 8 and they sent her away, saying they were closed. It probably would have delayed their 8 pm closing by 10 or 15 minutes and more than doubled their take for the hour. (The owner was not present). And it would have kept that customer coming back.

In all three cases, all I could do was scratch my head in amazement. I will not beat you over the head with the obvious customer service lessons from these three encounters with stupidity. Unlike the three perpetrators, you’re smart enough to figure it out.

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By Posted on Posted in Advertising, Business-general, Diversity, Entrepreneurship, Marketing Techniques and Philosophies, travel

Two weeks in Turkey, not speaking the language, with my marketing radar wide open. Here’s some of what I noticed.

  1. A surprising number of Turkish TV commercials remind me very much of US commercials from the 1960s and 1970s: housewives demonstrating the superiority of some cleaning product, dancing chocolate bars, and so on. At the same time, some are totally state-of-the-art, with special effects and much more modern concepts about marketing. But as in America, often these forget to actually sell the product.
  2. At least during the slow season of our visit, most shopkeepers and hospitality business owners (and the general public) are very friendly, and eager to meet special requests.
  3. Personal service in the hospitality industry seems to be a Turkish hallmark. We repeatedly experienced people going the extra mile for us or plying us with gifts. As an example, one hotel proprietor arranged our public bus tickets to the next town, had the tickets delivered to the hotel, booked on us two tours at the next destination we were going to, and even paid the minibus fare from his gleaming hotel to the bus station, some 12 km away. Another one saw that we were making sandwiches and she supplemented our bread and cheese with a huge gift of fruit, olives, and better bread. An enterprising travel agent across from the bus station had his agency open hours before the others, in time to meet the early morning arrivals from the night buses. Offering a warm room on a cold morning and help communicating with hotels, he was doing a healthy business selling tours, balloon tickets, and lodging.And yet, some of the basics are neglected. One hotelkeeper never cleaned our room on a three-day stay (though all our other hotels cleaned regularly and thoroughly). A restaurant owner who served an excellent meal and whose dining room was beautifully decorated had not bothered to fix a long-broken door latch in the bathroom or his leaky toilet mount. Nonsmoking laws are violated constantly (almost every adult male Turk seems to smoke).
  4. The Turkish business community seems way behind in its use of the Internet. Vast numbers of businesses don’t have a website, and if they have an e-mail address on their business cards—many don’t—it’s Hotmail or maybe Gmail. Of those that do have a website, a surprising percentage have a useless brochureware site that gives nothing you can’t get out of a phone book—sometimes in multiple languages. And yet, the two-room hotel we chose in Goreme had a very professional English-language website, even though its owner speaks no English.
  5. My willingness to do business with someone is inversely related to how much pressure they exert—and I’m sure I’m not the only one. Despite this, in all the tourist locations, touts are everywhere, some of them quite obnoxious. Those with a different approach really stand out. In one souvenir craft shop whose owner gave us all the time we wanted to browse his offerings, answered our questions but otherwise left us alone, we bought five different items. Often, however, we were prepared to buy, but left without buying as the pressure increased. Yet the behavior continues.
  6. We saw very few beggars; much fewer than in the US. In Turkey, it seems the economically marginal eke out a living by trying to sell something: a glass of fresh-squeezed juice, a bagel, a bag of roasted chestnuts, a shoeshine, a song—or, of course, earn a commission from one of the rug or craft merchants. Particularly in Old City Istanbul, male strangers will approach you, chat you up, give some bit of genuinely helpful advice, and steer you toward their particular rug shop.
  7. There is a great deal of competition among nearby businesses, but also a great deal of cooperation. Merchants respect their neighbors and will work together to make a sale for someone. Tea shops in the Grand Bazaar do a thriving business ferrying chai to the rug merchants who offer it to their prospects.
  8. During the slow season (such as our December visit), many businesses hang on by the slimmest of threads. One restaurant owner told us he’d had one table to serve the previous day and we were, at 1 p.m., the only ones that day. He was quite excited that he already had a reservation for the following day.
  9. The sampling economy is so taken for granted in Istanbul that locals will simply reach in to a bulk food bin and try something without asking. If they like it, they buy. We didn’t have a chance to observe these kinds of markets outside of the Istanbul region, so I don’t know if that’s true elsewhere.

Crafts will vary enormously in quality and price. If you plan to go beyond Istanbul, get a sense of what the items you like cost. You may find them for half as much in other regions, or you may see them higher and want to pick them up before you fly out. If you want to make sure you’re buying Turkish goods, check labels carefully

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By Posted on Posted in Abundance and Prosperity, Business-general, Energy & Sustainability, Green Business, Peace and War, Politics, Social and Economic Justice Tagged with , , , , ,

All through the Vietnam era, we used to hear that war was terrible in so many other ways, but good for the economy. It put people to work, it allowed companies facing hardship to find customers, etc. etc.

This was always a misleading argument, as war spending created far fewer jobs than many other categories.

It seems today’s market is much more aware of the potential economic devastation of war. Consider this bit of news:

With the possibility of military action against Syria easing, investors sent the markets soaring to a sharply higher close with the Dow leaping 127 points to 15,191. Nasdaq climbed 22 points to 3729.

Incidentally, money spent on energy efficiency and going green has a much higher rate of return for the economy. Green energy spending creates more jobs, consumer spending, and long-term consumer savings that frees up cash for more spending, while war drives us deeper into debt.

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By Posted on Posted in Business-general, Copywriting, language

Guest post by John Forde

[Note from Shel: I agree with Jack on this. In my 30+ years in business, I’ve been asked to write many complaint letters—and my track record in getting results for my clients and for myself is pretty darn high. I’ve been a subscriber to his newsletter for many years. If you’re a copywriter, I suggest you subscribe as well. He’s both entertaining and useful. Signup info follows his post.]

There was something else that got me thinking about today’s topic. I saw a post over on Copyblogger.com (an amazing site, by the way) about using our copywriting skills to get better customer service.

Their tip focused on help tickets for tech services. But it’s a great insight and one I’ve tapped myself, more than a few times. In fact, I’m a little famous for getting results, among friends and family — enough that I’ve been asked to write “complaint” letters for others.

Not only does a good customer service get problems fixed, it can lead to even more perks. And, I find, all you have to do is follow a simple formula. For instance, I don’t really “complain” in complaint letters. Nor do I get mad or use all-caps or threaten lawsuits or the like. That’s almost always a waste of time.

Instead, I start out with a quick tale of praise and expectation. After all, I say, I bought with the belief that this was the best there was. Almost always, by the way, this is true. Sometimes, I share a little story about why we were excited to make the purchase, too — a birthday, a special trip, to give as a well-deserved gift, and so on.

I’m thinking here, for instance, about a letter I once wrote to Canon, when a video camera failed. It wasn’t just a camera to me. I bought the thing to take video of our son, in his first few days. But the lens jammed so we missed it. From there, I let the seller know that I’m more let down and disappointed than I am angry. I trusted the provider with something important. I believed. And they didn’t deliver. Surely, I allow at this point, it was a one-time mistake… unintentional… and something they could easily fix. Then I tell them how I’d like to see that happen.

In the close, I repeat how much I’m sure they meant to do better… and remind them once again how to go about fixing things, including how to reach me with their solution. I’m not someone to take advantage, but when things have gone wrong, this has almost always worked. For instance, with the Canon camera, I got several personal calls from the head of technical support (yes, he called me) with apologies and attempts at a fix. When we couldn’t get it to work, he gave me an address to send it in. Days later, I got cc-d on a personal email — in Japanese — from the President of Canon, written to his brother in New York, asking him to personally oversee the repair. I kid you not.

I’ve also had the Gap send me $200 in gift certificates and vouchers for four pairs of free pants (this was in the early ’90s) after I bought a defective pair of jeans… We’ve gotten free flight vouchers from two different airlines and courtesy upgrades… Apple has asked me to be on their confidential, early-release program for beta versions of their software… and the list goes on.

Never, ever do I make up a problem where there isn’t one… or pretend it had an impact it didn’t… but when something does go wrong, you’d better believe that copywriting can help solve it.

 

Sign up for Jack’s newsletter, and get $78 worth of gifts, at https://copywritersroundtable.com

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By Posted on Posted in Business-general, Energy & Sustainability Tagged with , , ,

Utilities are beginning to push back on solar, according to the New York Times article, “On Rooftops, a Rival for Utilities.” They claim costs to non-solar users will go up as the fixed costs of the distribution grid are spread over progressively fewer customers. And they want to curb “net metering,” in which solar homeowners get to sell power back to the company at a decent price.

Well, they’ve had 40 years to figure out that solar is coming—and that the market will enjoy the idea of a power source that doesn’t have to be purchased over and over again, and isn’t tied to the sharply rising prices of oil, coal, gas (currently enjoying lower prices), or nuclear with its high capital costs, abysmal safety record, and potential for catastrophic accident.

Yet many utilities actively promote solar—because it reduces the demand for new powerplants, which are not only extremely expensive to build, but also face massive citizen opposition and extensive regulation. Plus, distributed solar—generating the power at the point of use—eliminates the huge friction losses of transmitting power over vast distances. Transmission losses are one of the utility industry’s dirty little secrets, and one of the reasons why I’m not a huge fan of massive solar or wind farms. It is absurd to me that we squander 7 percent of the energy we generate, just moving it around.

I suspect that most solar construction is on-grid, where the solar system supplies power to the utility when it’s sunny, and draws power back out at night or during extended cloudy periods. The utility grid serves as a giant battery.

Utilities need to reinvent their business model, which is based on a percentage return of capital investment (a rather high return, at that). Surely there are other ways to maintain a power grid.

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By Posted on Posted in Advertising, Business-general, Copywriting, Entrepreneurship, Frugality/Frugal Fun, Marketing Techniques and Philosophies Tagged with , , , , ,

Some things should always be left to professionals. You don’t ever want to trust me to do any carpentry for you…or even have me paint a room. and the older I get, the more I move from a D-I-Y (do-it-yourselfer) to a have-it-done.

Writing your own press release is something most people should not tackle. Here’s a comment I just made on a self-publishing discussion list in response to an advocate of D-I-Y press releases:

When I write a press release for a client, I spend significant time with the book. Sometimes I read the whole thing. Sometimes I read sections I’ve asked the author to flag, plus the beginning, end, and some random sections. Plus a synopsis, for fiction, and a thorough look at the TOC and Index for nonfiction. And always I read the author questionnaire I send, and the supporting materials I always request (such as press coverage of the author)…I read enough to thoroughly immerse myself in the project. And my press releases for clients have been picked up by the New York Times, among many other places.

Yes, the author has far more subject knowledge than I do. But *I* have the expertise in crafting a message that the media, and the public, will find exciting. Most authors don’t, and believe me, I’ve seen their attempts.

One of the *problems* is the formulaic approach F___ recommends. Those formulas yield terrible press releases straight out of the 1970s. I don’t follow the formulas. I write press releases with the idea that the reader says “Wow! I want more of this.” Writing a standard reverse-pyramid 5Ws press release (who, what, where, when, why)–the most common formula–doesn’t accomplish that.

My favorite press release out of the probably thousands I’ve written was for a book on electronic privacy. If I followed the 5Ws formula, my release would have had a headline like “Electronic Privacy Expert Releases New Book.” How fast is the reporter going to hit delete on a big-snore headline like that? My headline was “It’s 10 O’Clock. Do You Know Where Your Credit History Is?” Following a lead about the credit history “vacationing” in databanks of big corporations, the book finally showed up in the third paragraph.

I refer to this type of press release as “the-story-behind-the-story,” and other than my own books, I don’t know a lot of books that teach how to do this… My book, Grassroots Marketing for Authors and Publishers, does give that context, and gives a lot of book-specific examples, including a wildly successful press release by listmate Ruth Houston that violates all the rules–proving that F___ is right that *some* authors can do their own press releases very effectively.

Some can do their own layout, too. I have discovered after laying out two books in my early publishing years, that I’m someone who should not ever lay out my own book. And most authors should not ever write their own press release.

In an earlier post in the same discussion, responding to a post that called professional publicity services a waste of money, I describe the advantages of a third alternative between do-it-yourself and pricy full-service publicists:

R___’s point is well-taken. With any expenditure, you want to be sure the results justify the expense.

And she’s right that most book publicists who are any good are frightfully expensive. Typically, you can expect to pay between $2000-$10,000 a month, with a 6-month commitment required. It takes a lot of sales to justify a $12-60K expenditure.

However, it’s not an either-or. There is a third alternative between doing it all yourself and spending $60K on a professional full-service publicist.

That alternative is hiring a la carte: use a professional writer to create a get-noticed media release that is likely to wildly outperform anything you do on your own, and then either hire one of the publicists who is willing to work a la carte and just do the distribution/follow-up, or use a wire service, or do it yourself with a list compiled by a media list specialist (such as our own Paul Krupin of Direct Contact PR).

As an example, I charge $325 to write but not distribute a news release on a book. I refer out to others for the other pieces for a few hundred more, and the total cost is under $1K. So if you did, say, six releases in a year, you’d still pay less than for one month of a high-end publicist.

Oh, and regarding the likelihood of better results: I had one client do a comparison test. He sent my release to half his media list, and one he’d written to the other half. He became a fan and a steady customer when mine got 6 times as many media responses.

One further lesson: these two posts demonstrate examples of promoting my own services on a discussion group while not making enemies—because the self-promotion is in the context of—and directly relevant to—a discussion already underway.

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By Posted on Posted in Business Ethics, Business-general, Publishing Tagged with , , , , , ,

Book buyers: looks like the party’s winding down. Amazon’s once-generous discounts are slowly going away, as this article in the New York Times reports.

I’ve been expecting this for years. Now that Amazon has kicked so many competitors to the ground through ruthless discounting, the laws of the market decree rising prices. This is what happens when a company gains a market share bordering on monopoly—while establishing a tech and logistics infrastructure that would be very difficult for a new competitor to match, so the likelihood of being undercut on a mass scale as they did to others is slim. Amazon has also, for many years been utterly ruthless in its dealings with other segments of the market (particularly small independent publishers, where years ago it started extracting a 55 percent discount in an industry where the normal bookstore discount had been 40 percent).

Amazon’s history is full of stuff that looks a lot like bullying. I always expected predatory pricing—coming in willing to take a short-term loss through lower prices, in order to drive competitors out of business, and then raising the prices when consumers no longer have alternatives—was part of the strategy. What made it work for them, as the Times article points out, is that…

In its 16 years as a public company, Amazon has received unique permission from Wall Street to concentrate on expanding its infrastructure, increasing revenue at the expense of profit. Stockholders have pushed Amazon shares up to a record level, even though the company makes only pocket change. Profits were always promised tomorrow.

Small publishers wonder if tomorrow is finally here, and they are the ones who will pay for it.

 

 

Publishers accepted the higher discount because:

  • They had no choice
  • Amazon does provide some services that used to require a wholesaler (and wholesalers traditionally buy at 55 percent off)
  • AND the higher discount did translate into a reader benefit: reduced prices

Now that the third reason is being eroded, it will be interesting to see if publishers rebel. However, now it’s probably too late. Amazon is the only mass retail channel that routinely deals with tiny publishers. Barnes & Noble, the last remaining competing megachannel, prefers to buy from wholesalers (yes, I know, there are exceptions). If you say goodbye to Amazon, you’d better have some non-bookstore channels in place.

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