Lately, my inbox is full of courses to market via Facebook Messenger.
I actually hit reply to one that began, “What if you could use FB Messenger to make up to $2,500 a week… in your spare time?”:
What if we could have ONE communication channel that doesn’t get polluted by marketers trying to hijack it? There is no refuge anymore! I remember when the only things in my inbox were things I wanted. I remember when I didn’t get blasted with texts from companies that don’t even know me. I am a marketer, and I understand the need to reach out. But damn it, we need some spaces where we’re not getting marketed to.
I do get it. Every time someone invents a great new communication tool, someone else invents a way to sneak marketing messages past the gatekeeper. And then someone else invents some protection. And usually, someone else invents a way to overcome that block.
Postal mail begat bulk mail, which begat opening mail over the recycle bin, which begat postcards and envelope teasers. Telephones begat outbound call centers, which begat caller ID, which begat robocalls with spoofed IDs. Email begat spam, which begat spam filters, which begat messages crafted to go around them, which begat Google’s Promotions and Social folders (which severely impacted legitimate newsletter publishers and didn’t seem to hurt the spammers much).
It’s an arms race. The Cold War in all your inboxes. Ads in toilet stalls. Digital ads on billboards changing every few seconds. Ads on the frame around the taxi rates placard on the divider between the front and back seats in a cab.
But here’s the thing: all of these intrusive methods are dinosaur-marketing. Seth Godin told us 20 years ago about permission marketing.
Seth Godin. Photo by Jill Greenberg. Courtesy of Seth Godin.
Seth has permission to be in MY mailbox. His daily blog shows up every day. I actually open and read every column for his useful information and fresh perspectives. Often, he offers a program or product—but it’s in context .
Seth walks his talk. And I buy from him occasionally. (I also sometimes share or email him comments. That, plus writing a great book, got him to endorse my 10th book, Guerrilla Marketing to Heal the World.)
You don’t win customers by shouting louder; you win them by being relevant and helpful, and using the technology intelligently:
Instead of random texting, text your own customers who’ve given you their mobile numbers as they show up within a mile of you, with friendly, helpful information about today’s cool event (yes, geotexting exists)
Instead of using robocalls to make deceptive offers, use them to notify your customer base of important news, like a weather-related school closing or a construction delay on a major artery
If your Facebook page uses the automated FB Messenger feature, send links to your FAQ and three most popular or useful pages on your own website—but also make sure you have a human being reading the inbound messages and responding quickly. And figure out a way to only send that autoresponder the first time you get a PM from any specific person.
So here’s MY soft-sell pitch at the end of this useful (I hope) content: if you need help developing non-intrusive, welcomed marketing, drop me a line or give me a call. Especially if your business or product/service/idea contributes to environmental and social good.
Dialing for dollars doesn’t always work. But dialing to convey important information does.
Most of the time, robocalls are used all wrong
I once wrote, “If you are trying to sell me something, or if you want my vote, I want contact with a human being who can answer my questions.” Yet I get robocalls all the time from clueless “marketers” who don’t understand this simple truth, or can’t be bothered with it. Worse, a lot of these calls are hangups, and far too many show up in the middle of the night. Would it be so difficult to program a function that blocks each area code between 9 p.m. and 9 a.m, local time? It won’t help cell-phone travelers but it will help a lot of home-based entrepreneurs who don’t always remember to turn the bedroom ringer off at night.
I have one message for these cretins:
–> Stop spamming me. I don’t buy from spammers.
I’ve spent years preaching the gospel of client-centered marketing. Marketing should be driven by the customer. You want to be found when the prospect is searching for great content about what you do. You want to be ready when that client calls or emails. But you don’t want to be spamming the prospect with canned, inflexible messages. It doesn’t work in social media, it doesn’t work in e-mail, and it doesn’t work on the phone.
But that doesn’t mean the technology should be tossed out. There are times I actually welcome a robocall, and other times when I tolerate them:
These robocalls are welcome:
From a school where I have a child enrolled, or the one where my wife works, announcing a closing or delay
From my town or state government, warning of a road closing, water service issue, etc., or giving polling hours for an election
From my utility company, updating me on a storm-related outage
From one of my credit card-issuing banks, flagging potentially fraudulent activity and offering to connect me with a human being if there is an issue
And these I’ll grit my teeth and tolerate:
A healthcare provider confirming an appointment
A business that I regularly patronize, announcing a special time-limited offer and giving me a reason why it can’t wait for me to check my e-mail
A reminder that an online or in-person event I’ve signed up—and especially one that I’ve paid for—is about to start
Notice a pattern? What do all of these have in common? I’ll skip a couple of lines so you can take a guess before I tell you.
Figure it out yet?
Here it is:
These are organizations with whom I have an existing relationship, using the tool to convey crucial information. They are not interrupting my day—or worse, my sleep—to sell me something. They are not horning on on me and forcing a relationship where none exists. The ones I welcome are telling me something I need to know; the ones I tolerate at least tell something they need me to know on the basis of our past interaction.
And that should be your guideline in using any intrusive marketing (or informational) method.
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!
Aaargh! Tomorrow is an election day in Massachusetts. We’ve been getting calls for months, but today, its completely out of hand.
–> In the past two hours, from 6 to 8 p.m., I have received FOUR calls. Two from Democratic Party volunteers, one human from the National Writers Union and one NWU robocall. This doesn’t count the barrage of calls over the past week and earlier today.
In an era where the NSA can read our phone logs, I don’t understand why the Democrats and their allies can’t run a “merge-purge” to eliminate duplicates. That technology has been part of the direct-mail world since the 1970s.
If Republican Gabriel Gomez wins tomorrow against Democrat Ed Markey, I’d wager that it was because the Dems over-called to the point of harassment, and turned people off. Since there are more Democrats than Republicans by a huge margin, more Democrats than Republicans will get annoyed.
Personally, I have a low regard for Mr. Gomez and a reasonable degree of agreement with many of Congresman Markey’s positions. And so I will vote Democratic tomorrow. But I also have a ery low opinion of repeat intrusion marketing. I will vote for Markey despite the campaign’s tactics, and not because of them.
As a marketer, I hope the campaign can survive its own excesses.
Anybody else out there hate robocalls and refuse to do business with them?
I’m a self-described “publicity slut.” I average well over 100 media publicity placements per year. I spend a lot of time reading and responding to reporter queries, posting to discussion lists, commenting on blogs, participating in social media, etc., etc., and I recommend these tactics to my clients and to the readers of my books on marketing. And I actually get some very good clients from free listings.
So why do I hang up on all the robocalls that greet me with “press 1 to update your free listing” (and I seem to get several of these robocalls every week)?
For a whole bunch of reasons. Here are seven among many examples:
I don’t know who the company is. There is no greeting on these robocalls, just the command. I have no idea who they are, whether they have a pre-existing relationship with me, what kind of reputation it has, and whether anyone uses this database.
I don’t know if the company using the robocalls even has a public database, or if the robocalls are just a scammy way to gather information for nefarious purposes.
There’s no clue about how easy or hard it will be to update this listing. Will it take me two minutes…or two hours? There’s no way to ask the robocall.
Since the update is by phone, accuracy is a concern.
I am sure there’s going to be an ask for money somewhere, and I don’t want to invest (potentially) a whole lot of time only to find out that I’m not eligible because, for instance, I don’t choose to buy a copy of the directory for several hundred dollars. I have learned from hard experience that free often comes with a catch, and free via robocalls will be pretty much guaranteed to have a catch.
I also don’t want to proceed down this road without knowing the real price or any other terms and conditions.
And the biggest reason of all: if you are trying to sell me something, I want contact with a human being who can answer my questions; robocalls don’t cut it in my world.
From one marketer to another, I have to ask: why are you running up your phone bill with this useless, wasted marketing?
