4. February 2012 by Frank Goad.

A friend of mine is the manager of a local retail establishment. He’s a very smart man with a distinguished if not unusual career. He’s amazed me at times with words of wisdom that make any thought process stop dead in its tracks and listen He’s also very frustrated because the owners don’t seem very anxious to make the place a best in its class establishment. It’s sad because, if they would just step out of the way and give him the reins, they would make so much more money.

Most folks can run a retail business. It requires some attention to detail, some organizational skills and some ability to deal with the public. Notice that I used “some” a lot, and that’s because if you’re in a good location with reasonable traffic, you can keep the doors open and lights on without being a primo manager.

My wish for him is that a distant relative would die and leave him the money to buy the place. He’s got drive, intelligence and is champing at the bit to really turn a profit, make it a busy place and build a real brand. If he could buy it, there’s no doubt it would see 30% sales gains in the first six months. Yet, the owners treat it kind of like a hobby business. They’re not too particular about the little things and seem more determined to get pocket change from the place. They seem to have overlooked Frank’s Business Rule #1: When it comes to how the public views you, everything matters.

Posted in Frank Goad, Frank Communications, FrankyGee3, blogs, blogging, delight, Branding, "The Frankifesto", Frank, business plan, business, building business, Marketing | Print | No Comments »

4. February 2012 by Frank Goad.

I’ve been working with a client on an Internet advertising proposal. They sent me a note and said, “We have a new client that works on websites and seo’s (sic). I am sure you understand.” I do, but not sure they do and I wonder, do you? Let me explain it a bit so that you can make more money from your site.

First let me say: SEO is NOT advertising - not even close. SEO, or search engine optimization, is important - no doubt about that. It’s function is to make your website attractive to the “crawlers” (also called “robots” or “spiders”) that the search engines like Google send out daily to examine every website they can find. Crawlers send bits of programming code back to the search engine that details the content of the sites they find, yours included.

If you sell blue handled shelf stretchers and someone enters “shelf stretchers” in a search box and hits Enter, the search engine’s servers kick into gear. They look through their lists of data to find every website with those two words in their keywords and page’s text. If they enter “red handled shelf stretcher,” you’re now pushed down the list because you sell blue ones. The more times they see those words in your web, the higher your “relevancy” ranking. This is where SEO comes in. By entering the right keywords, you get picked more in the lists of sites the search engines display.

If keywords were the only thing Google and others use to rank websites, then SEO might be enough. The fact is it’s only one small part of the relevancy formula. One big thing that makes a difference is … money. Despite how democratic the web might seem, filthy lucre is the biggest determining factor, and that’s where advertising comes in. Higher rankings mean you get closer to the Holy Grail of being first in non-paid advertising.

Postscript:  From when I first posted this, they are now out of business. Sometimes I hate it when I’m right. In the end, a balanced approach across all types of media (if they apply) still gives the best results; also, hire a pro (and, yes, I am a pro).

Posted in Google, Social Media, Yahoo, YouTube, blogging, blogs, FrankyGee3, Frank Goad, Frank, Advertising, The Long Tail, business, Frank Communications, building business, Marketing | Print | No Comments »

1. February 2012 by Frank Goad.

Video is about the most powerful tool on the web. YouTube has upgraded its looks and layout and has added more business-friendly features. Your YouTube or Vimeo channel can be your best marketing and advertising tool. In another post, I’ll talk about do-it-yourself video (cameras, mics, etc.), but today’s post (and a couple more in the future) is about the very basics of content.

First, remember to talk with your customers and prospects, not “at” them. Offer them information they can use in their everyday lives. If all you do is throw sales pitches out on the Web, you’ll soon be avoided, and then forgotten. Every business today must learn to help people understand why your product or service is important. If you help them understand that without resorting to a hard sell, they’ll respect you and be interested. Be an adviser, a purveyor of useful info, not a sales person.

Let’s say you sell fire extinguishers - the need for one in the home or office is obvious. What folks should also know is how to prevent fires or when to abandon that nice extinguisher and head for the door. Talk about advances in alarms and new fire-retardant fabrics. Do stories on new government regulations that might impact how they do their business, or force them to replace things to meet new fire safety codes. If you love your business, you’ll have much information to pass along in a video.

While you might be good at “winging it,” script what you want to say. Don’t get flowery or try to be profound, tell them what they should know simply and pleasantly. Put a computer monitor directly under the camera’s lens and put your script in PowerPoint. Use only the top third of the screen for your PowerPoint and have someone change the slides for you. Be sure to stand back about fifteen feet so that your script reading is less noticeable. If you’re close they’ll see your eyes looking under the lens, but standing back farther reduces that effect. Keep your shot from the waist up because close-ups can be dangerous unless you’re Brad Pitt or Angelina Jolie.

Who should be on camera? You might be a great talent on video, or you might be bad, but at least give it a shot. If someone says, “Gee, you really ought to think about getting some help with that,” take it graciously. Not everyone is suited for doing video. Park your ego at the door because the last thing you want is a poor delivery distracting people from the message. The same goes for your family - just because little Sally or Johnny are really cute and smart, that doesn’t mean they or any other family member should be on the video. The main thing is to get folks to take you seriously and listen to the message, not be distracted by the person delivering it.

Keep the message to three minutes or less. Just about anyone will watch a three-minute video IF it’s interesting. If you can say it in two minutes, all the better. Add a short intro with your logo and a little music; at the end put contact info, your website and so on. Buy some royalty-free music online because using a popular song will get you a call from a lawyer and maybe more than that. You can buy nice music for as little as $5 for a song to use as your theme music; maybe less. Use the music at the open and close of the video.

This is barely the tip of the iceberg. Remember that the purpose is to let folks know you know what you’re doing, and to build rapport with them.  In part II of this series, we’ll talk about how to let folks know you have something for them to watch. I’ve put a link to one of the videos I’ve done so that you can see what I’m talking about. These were done in a small space with a decent camera and a couple of lights - very inexpensive, but still effective enough that Capella University picked it up for their online marketing classes. Cheers!

Positioning: A Core Element of Your Brand  http://www.youtube.com/watch?v=4VmCx8Ic7qw&list=UUxvxQU1n03Fh301TbAzgxRQ&index=16&feature=plcp

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Posted in YouTube, Video, Sales, Video Production, Google, Social Media, Advertising, Public relations, business, relationships, Marketing | Print | No Comments »

15. December 2011 by Frank Goad.

My answering machine let me know I got a call after I left last night (it’s very considerate like that). It was from “Ashley” who claims to be “… the data service provider in (my) area for Google, Yahoo and Bing … ” and that she has ” … industry openings in my area.” Of course, I need to call quickly or they’ll disappear. Oh my! I’d better jump on that. … Not.

First, it was obviously a robo call because of the stutter-start where her name was repeated twice in exactly the same way, complete with recording noises. But that’s the least insidious thing about this.

Google, Yahoo and Bing don’t have a “data service provider” (?) in my area - especially for advertising - and that is a bogus claim anyway because no one agent officially handles all three search engine companies’ advertising sales. They are competitors and in no mood to share sales. This isn’t like a car dealer who can offer multiple manufacturer’s products; search engine companies don’t sell franchises. You can become certified as an expert with their products and services, but not a franchisee.

Next, she promised ” … front page placement on all three.” That’s pretty much what the search engines promise, too, and on every other page behind it when you buy from them due to their rotation system. If she could promise that on every search without having to put a huge bid figure on my ads, then I’d be interested.

To do that requires a gigantic ad budget and probably the use of black hat techniques that, if the search engine company finds out are being employed (and they usually do - they’re way smarter than 90% of the black hat folks out there), they ban you from advertising and often scrub other valuable accounts like Google Places or Yahoo Local and often delete your account. That means whatever progress you’d made on the web with search rankings is set back; sometimes, folks find themselves back at ground zero. In reality, you can place the ads yourself very easily and certainly without the markup “Ashley” is going to tack on to your bill, should you be crazy enough to use them. Worse, they might well be trolling for credit card numbers, ready to blow up your credit.

In the end, though, buying advertising without a strategy gives results that are far below what you could get if you have a strategy. Search engine ads are only one small part of the territory you have to cover these days. Knowing which things are most likely to work for you and how to employ them the right way is where I come in. Be assured, though, this isn’t an ad for me (well, maybe a little) but, instead, a plea for you to approach advertising in a planned way. The results are much better and you’ll get a far higher return from your investment.

I’ve placed a call to “Ashley” and went into “her” voice mail. I’m betting she won’t be the one calling back. I’ll continue this saga should anyone call back. I have a lot of questions for these folks and have every suspicion they’re completely bogus. Stay tuned, crime fighters!

Posted in Google, fraud, Yahoo, Bing, black hat, Internet crime, scams, building business, business, search, search engines, cyber security, Advertising | Print | No Comments »

2. November 2011 by Frank Goad.

Dumping some customers is good for business. For instance, there’s a drafthouse movie theatre out west that routinely kicks out customers. Why? For talking or texting during the movies - strictly verboten during the shows and evidently well documented on the walls and during the pre-movie trailers. One customer got escorted out for texting for which she sent an email brimming with profanityto the management. The theatre does some of its own ads and read the email in a spot aired before the movies. They closed it by saying they’re glad she’s not coming back. It’s a rather pointed warning for those in their seats, too.

A bad customer can cause good ones to leave simply because they don’t want to be around them. Yes, yes, yes — it is very tough to tell someone to hit the road and not come back. That goes against everything we have learned as business people. The number one thing we’re taught is, “The customer is always right,” and no, they’re not … well, I don’t think so. Sometimes they’re abusive, chiseling creeps who do their best to get one over, or get you to work for free and, well, you get the idea.

Generally, though, customers are right and if one customer is causing others to leave or complain, then the only reason to keep the troublesome customer is because they are giving you tons of money. If that’s the case, think creatively about how to work with them so that they’re isolated from other customers. Maybe you set up a Skype connection so that they can order without leaving their office. Maybe you visit them on their premises, or assign one person to deal with them in an office somewhere else at your place of business.

The other thing to question is, are they driving off customers and you don’t see it? Many folks just stop showing up and don’t voice their dissatisfaction or discomfort. The solution for this is to talk one-on-one with random customers as often as possible. Most won’t say anything unless it’s a fairly direct set of questions, so create a standard list that you ask all customers. You get a better sense of what’s working or not when your questions are standardized.

Don’t be afraid to cull the herd, thin the ranks, take the trash to the curb, and whatever saying you use. Sometimes, that’s all you can do, so don’t feel badly if it happens.

Posted in Frank Goad, FrankyGee3, Customers, Frank Communications, retail, business, business relationships, building business, Public relations | Print | No Comments »

1. August 2011 by Frank Goad.

I’ve asked this question many times in articles, blog posts and a variety of other places. Let’s be honest here: Do you REALLY know what your customers think of you? I don’t care if you’re a one-person business or one with a thousand employees, if you’re not regularly asking the folks who hand you checks, purchase orders or credit cards what they think of your company, employees, services, products, logos, signs, bathrooms - really, everything - then you’re probably losing money, opportunities and, worst of all, customers.

You might say, “Well, we’re as busy as we can stand to be. Obviously things are going well.” I can’t argue with that logic, but I don’t know a single business owner that wouldn’t like to either have to have more employees to handle an overflow of business, or be able to charge a bit more on the business they have.

I tell my clients, “Everything matters - everything!” They ask, “Even bathrooms?” You betcha! Think back to when you went to a store and wound up having to ask for directions to the “facilities.” You got there, walked in and thought, “If this weren’t really urgent, I’d turn around and walk out.” Whether you know it or not, that registers and, should there be anything else that comes up that you don’t like, your subconscious will add that to the decision process whether you’re aware of it or not. That subconscious score keeping can be why you switch vendors yourself, or don’t feel a particular loyalty to them - the little things have added up and subtracted your interest in them.

Given that keeping a customer generally costs one-fifth of what it costs to get a new one, why would you take the chance. By the same token, why take the chance of missing an opportunity when you get them close? So, what do you do? Talk to them, ask questions, give them coupons and discounts in return for survey completions. Hold focus groups and get an 800-number where they can call anonymously.

Look around at your place of business and listen to your employees as though you were the customer. What are you seeing and hearing? If it doesn’t make you smile, it’s time to get busy. Better yet, get a trusted friend or advisor who will tell you the truth and ask them to be totally candid with you about things.

If this seems like too much work, then maybe your customers might not see doing business with you as worth the effort either.

Posted in Frank Communications, Frank Goad, FrankyGee3, retail, building business, relationships, business relationships, business | Print | No Comments »

21. January 2011 by Frank Goad.

While talking with a client recently, he was bemoaning the diminished traffic during the winter snows. When asked what he did with the down time, he replied, “Oh, you know, the usual. I cleaned, organized and took care of some loose ends.” When asked if he couldn’t have an employee do that, he said, “Well, I suppose, but I know exactly how i want things.”

This is a perfect example of working in the business, not on it. We talked about how he might have made that time more profitable and here’s part of the list:

• Call customers and say, “Thanks for your business - what can I do for you?”
• Look over his Facebook page and add posts to it
• Look over his Facebook page’s friends and see what they’re talking about; knowing that can help you know what they’re likely to want or need so that you can advertise to their comments
• Look for local happenings on the different calendars and see if there’s an event that would offer people and a theme that resonates with his business
• Call his vendors and see if they have any marketing ideas or have any examples of some other customer’s promotions

As you can see, the list is as long as your imagination. If you have employees, let them do the busy work. It’s easy to fall into doing menial tasks when you’re stressed because, as Dennis Waitley says, “They are tension relieving, not goal achieving.”

So, don’t fret the snow. Use that time to build customer relationships and boost your business.

Posted in creativity, Frank Communications, Frank Goad, FrankyGee3, retail, writing, Frank, Public relations, business, building business, Marketing | Print | No Comments »

19. January 2011 by Frank Goad.

If you hire people at your company, or are involved in the interview process, what is the main thing you consider? This is a poll that I posted on LinkedIn. Please pass this along to colleagues, too.

Posted in Frank Communications, Frank Goad, FrankyGee3, business relationships, relationships, responsibilities, Frank, business, general | Print | No Comments »

13. January 2011 by Frank Goad.

You just got a coupon in the mail - wow! 50% off! You rush to the store and score a killer deal on a new whatsit by Whosis Electronics – you’ve wanted that one for months. Basking in the warm glow of zero buyer’s remorse, you decide to go back and look for other items in your mental shopping list.

Next visit, you see sale items, but discounts are a paltry 10% or 15%. After 50%, all the prices seem too high, and there’s the rub: Your expectations were set based on your first purchase.

This can become a trap and, worse, a habitual way of doing business. I’m going to talk about Kohl’s and, to be sure, I shop there often and like their stores. I’ve noticed they always seem to have (guesstimate here) roughly 50%-70% of their merch on sale. It makes me skip regular priced merch and, worse, think their retail prices are artificially high so that any sale item seems to be a bargain. They seem addicted to sales with crazy discounts.

I see companies having 50% off sales. If you’re in an inventory or tax crisis, sure, it makes sense. Short of a crisis, it devalues your image and overall value in the customer’s eyes. They ask, “If you can discount 50%, then are your regular prices too high?” It also makes customers wait to see what your next sale is going to be if they are loyal; if they’re not, they’re going to shop you to death.

So, what about Groupon, which so many people are saying is the next wave? Well, ask yourself this: When I buy, do I look for value or the cheapest price. You might say, “That depends on the item or service,” and indeed it does. But go one step further and ask: Which builds real, true value in the customer’s eyes, coupons or being the best at what we do? Obviously, the latter.

Your competition might be discounting like crazy, and that means they might be addicted to coupons. They’re trying to make up lost margin in volume, but that’s a plan with diminishing returns (and that’s a whole other post for later). Sure, every now and then, coupons are a good idea, but be very, very frugal. Build value with customers first, then discounts seem like a reward, not a desperate move.

Posted in Frank Communications, Frank Goad, FrankyGee3, building business, business, Advertising, Frank, damage, Marketing | Print | No Comments »

10. January 2011 by Frank Goad.

2011 looks to be an interesting year. The economy is picking up, technology is marching ever faster and we all are going mobile.

The Environment: The world is getting greener, and that is a GREAT thing. Sure, clean air and less carbon is a good thing. Just as good is our ability to reduce our dependence on foreign energy sources. Now, if our infrastructure holds up (the wires that bring us the “juice”) gets some of the additions that the utilities and the government keep discussing, we’ll be able to continue using less oil. Even diesel trucks are getting cleaner. Caterpillar released a hybrid bulldozer in 2010 - yes, it uses electricity and diesel - after years of research and it looks like a winner. That should help them continue to be a major world player. After all, the railroads have been using a system like that for years, so why shouldn’t transportation and construction benefit, too?

The bad news is that glaciers continue to melt at an ever faster pace. You might think, “So what?” It means that the delicate balance of this earth is dangerously out of kilter. This isn’t me preaching, it’s me saying that denying it is whistling past the graveyard. You don’t have to re-make your or your family’s life, just take it one little change at a time. Make one environmentally sound act a habit (recycling, taking bags to the grocery, driving a wee bit more conservatively - you know what to do) and, once that’s something you automatically do, add another.

If you need motivation, just remember this one saying: We are only borrowing this world from our children - how will you return it to them?

The Economy: Unless there is a disaster of Biblical proportions, Americans should end the year better than they started it. There are those pessimists (yes, more prognosticators) who say that the Republicans will do nothing to fix the economy until after 2012 election but, since they now have the House, that’s giving the Dems two years of ammo, and that doesn’t seem wise to me. Those darlings, Goldman-Sachs (yes, I know - they have a history, but they’re not stupid, either) said this about 2011’s economy:

“Our revised forecasts for 2011 and our first forecasts for 2012 tell a story of continued global recovery. Most striking, given our long-standing downbeat view on the US, we now show a substantial acceleration in our US growth view.”

They’re even saying that there has been growth since ‘09, but not enough to budge employment. They think that could well change this year. Let’s hope so.

As to dire economic predictions, some of these folks are clueless, some are born pessimists (”It’s gonna storm!” Ten days later it does, “See, I told you so!”) and some will do anything for a headline. In the end no one knows, but a stubborn willingness to cooperate with pessimists will make even the worst of times better. (For the ultimate proof of that philosophy, read Viktor Frankl’s “Man’s Search for Meaning.” You’ll never see life the same way again.)
Technology: Texting is mainstream now and around 2.5 billion (yes, billion) text messages are sent every day (I think my daughter is a major contributor to that).

Last year, we saw “hacktivism” – hacking by political activists – really play out in ways we couldn’t have predicted. The Stuxnet worm that attacks the Siemens software that runs chemical plants, manufacturing facilities and (gulp) nuclear plants caused much head scratching in the security world and, for some time, was bare contained, if it was at all.

It seems we’re in that age where a virtual vs. physical crime world is being played out, and the balance seems more and more to tip into the virtual world. We truly are headed into a 1984/Brave New World/I Robot era that will pit the best and brightest on both sides of the line against each other. The lure of easy money with diminished chances of apprehension are drawing many bright young minds into the cyber crime world. It seems the release of the new Tron is rather timely.
There is hope, though, in the form of companies like IBM, HP and other large multi-nationals buying or merging with security firms. While they’ve not ignored security, it has always seemed like an afterthought to me. With these combined forces, perhaps computer security will be stronger than ever because:
• The big companies have the resources and capital to create better security measures
• They “bake” security into their products to create systems that can better defend themselves
• They have a global view that allows them to track trends, activity and malware better
My prediction is that Blockbuster closes most of its stores in metro areas because there are so many ways to get movies streamed in … and out. Slingbox and other devices, including Dish Networks new unit (with a service called TV Anywhere), allow you to watch TV and other content anywhere you can get a reasonably fast connection (meaning Wi-Fi, 4G or LTE at this point).

Tablets and ebook readers are sprouting like dandelions and the prices (as you’d expect) continue to fall. There are rumors of a tablet coming from India that will sell for $99 or less. This means that the schools that have been pushing to get laptops into students hands can now put tablets in them for much less.

Politics: What’s coming with Congress? You have got to be kidding. Predicting what that bunch of clowns is going to do is like saying exactly where the next meteor will fall.

I think what we will see is that,  in the wake of the tragic shooting of Rep. Giffords’ and the other poor souls, some of the fiery rhetoric will taper. With any luck, folks like Beck, Limbaugh, O’Reilly, Maddow and all the other blowhards – wait, I think we’re supposed to call them pundits and broadcasters – will realize that their screeching does more than help their ratings: It causes harm.

For a long time, I’ve been a broken record saying over and over that these folks have a main, overriding purpose. It is not to espouse truth and the American Way. It is to get ratings so that the broadcasting companies can sell more ads. They act all righteous and patriotic, but the real purpose is to get more and more listeners and enrich their coffers and those of their employers.

Please, please, PLEASE don’t fool yourself into thinking that they really care. If they did, they’d run for office where they can actually roll up their sleeves, get dirty and make a difference. As it is, way too many broadcasters are shrill voices that are often wrong or mean-spirited. Even Sarah Palin has gotten smacked around a bit in the wake of the Arizona shootings for previously using what looks like cross hairs on a map of political targets. They have responded with the typical eye-rolling over-response, bleating that casting any blame on them is “disgusting” and “revolting.” Whatever.

In the end, the year will largely come down to what we make it. Mine’s going to be good with last week being an exception (much weirdness right off the bat). I hope you’ll resolve to be of the same mindset. If not, scroll down to the video of the man with no legs and only little flippers for arms, and then try to tell me you’ve got problems.

Posted in environment, the economy, Frank Communications, Frank Goad, FrankyGee3, 2011, business, left wing, backlash, right wing, Frank, shipper, responsibilities | Print | No Comments »

28. December 2010 by Frank Goad.

Definition: “Delight - To take or give great pleasure or joy.”  You often hear companies being told to “Delight your customers.” You definitely should do that, but let’s go over the definition of “delight” as it is a bit overblown in some of the things I’ve been reading, especially in light of the definition I use and how it relates to brands and marketing.

Going over the top with offers and special deals is for the 20% of your customers in the 80/20 rule (80% of your business comes from 20% of your customers). Most folks don’t have the time or resources to lavish great attention on every customer, much less get employees to really care enough to do it (the last paragraph address this).

My personal definition of a brand is, “A brand is a promise of repeated delightful experiences based on a history of delightful experiences.” Given that the customer owns your brand, and you or your clients do not, it’s up to them to decide what’s delightful or not.

There are so many times when we go to see, buy or do something and the experience falls short of what is promised in ads. Consistently good results for our investment of time and/or money makes us happy - delighted, if you will - because being disappointed is so common. Getting what we feel is fair value for our time and money is delightful.

Customers should be delighted every time they do business with you or your client; i.e., they should be quite pleased or feel a bit of joy. Coke and McDonald’s delight customers with every purchase. How so? Well, water, bread and lunch meat will satisfy hunger and thirst but, on a hot, dusty, day, a cold Coke is (say it with me) delightful. When you’re pressed for time, a hot, grilled chicken sandwich on a whole grain bun with lettuce, tomato and mayo is a damn sight better than a pack of cheese crackers from a gas station, especially if an ice cold Coke is served with it. If I’m really, really hungry and an hour from anywhere that sells food, finding a pack of cheese crackers is - you guessed it - delightful. I’m not overjoyed by my discovery (unless it’s my first meal in days), but I am delighted.

Let’s say I own a junk yard and a person calls me looking for a part after calling five other yards. I have the part and they’re delighted, and I was simply doing was my job. That puts me at the top of their list for next time. When they call again - and I’ll likely be the first call after being their part savior before - and I don’t have the part, I offer to locate it for them, and that makes them happy. To go one further (and keep the business), I offer to get it sent to my store, they’re delighted and, again, I’m just doing what I do. Even junk yards can delight customers.

I’m delighted when:

• I can help my clients set higher marketing and advertising standards

• We educate all  their employees about the value and importance of those standards and how their contributions help everyone (”A rising tide lifts all boats”)

• We put systems and rewards in place to ensure that measurable goals are achieved and perpetuated

• They make excellent internal and external communications about their products, services and company the rule

Why am I delighted and not overjoyed? Because what I described is my job as a marketer. I’m overjoyed when they come back and have added ten, twenty or thirty percent to what I set out. Now, THAT’S some serious, overwhelming, tear-jerking joy! 

Posted in retail, Branding, building business, Success, delight, FrankyGee3, Frank Goad, Frank Communications, business relationships, business, advertisers, responsibilities, Advertising, Frank, "The Frankifesto", training, business plan, Marketing | Print | No Comments »

24. December 2010 by Frank Goad.

Mission statements should be living documents, and Wendy’s is one of the best I’ve ever seen. A person could adopt theirs as their own and do well in life. Mission statements are important and, when done thoughtfully and thoroughly, can keep a company moving forward. I like Wendy’s in particular because it’s concise and uses easily understandable language. Nothing fancy, just good, old-fashioned operating principles that point straight ahead.

While many mission statements are full of lofty, often obtuse language, the one below is simple and unmistakable. The one we had at Lexmark was over-the-top and laden with too many points. A mission statement’s main points should be easily remembered and get to the very deepest core of what is important. It should serve as a guiding light to everyone in the organization, and to your customers as an assurance that your goal is to take care of them.

Wendy’s Mission Statement, “What We Believe,” is a list of simple, easy-to-remember guidelines that serve as an internal mission statement and an external customer service goal. Any company or person that follows this mission statement will have friends and customers for life.

* QUALITY IS OUR RECIPE - We don’t cut corners on our products, service, or employees.

* TREAT EVERYONE WITH RESPECT - Be genuine and kind and lend each other a helping hand.

* DO THE RIGHT THING - Honesty and integrity are rules we live by.

* PROFIT MEANS GROWTH - Teamwork is the key to our success.

* GIVE BACK - Make your community better every day. 

Posted in retail, building business, leadership, Frank Communications, FrankyGee3, Frank Goad, business relationships, relationships, Frank, responsibilities, "The Frankifesto", business plan, business, Advertising | Print | No Comments »

14. December 2010 by Frank Goad.

 For anyone who says Facebook is evil, or that LinkedIn is nothing but a time-suck, you might want to think again. “Trend spotter” Marian Salzman, in her latest work, “11 Trends for 2011,” points out something about social media you might want to consider when making your advertising and marketing plans for next year.

“People around the world are losing faith. Many Americans, for example, have lost trust in their politicians, their institutions, heir media and the direction of the nation. To compensate because they haven’t lost trust in self-reliance and faith in echnology), they are looking to their networks, turbocharged by omputers and the Internet.The Network Effect is making good n its promise. …

“With almost 2 billion Internet users worldwide (including 239 million in the U.S., 51 million in the U.K., 45 million in France, 81 million in India and a whopping 420 million in China), there’s a virtually unlimited supply of people out there who can meet anyone’s networking needs—whether it’s old friends, new buddies, lovers, advocates, employers, partners, suppliers, fellow enthusiasts, fellow sufferers, co-religionists or people to just
hang out with. There’s a new sense of unlimited possible partners for anything from recovery to marriage.

“As world citizens continue to embrace social media—from Facebook,Twitter and LinkedIn to Orkut, QQ and Copains ’avant—they are realizing that keyboards and mobile devices can also facilitate real conversations and mediate real human connections. (Although, in a related aside, we’ve been witnessing an interesting decline in people’s personas on social media— from an authentic expression of self to a measured, calculated
projection of values—with attendant societal implications both online and off.*) The more niche the passion, the more social the match experience. And as time goes by, the interactions will build into rich, detailed connections and an ongoing sense of ambient awareness—true connectedness to a wider network of
people. ”

*I believe it’s because people are smarter and realize that, once you post something online, it’s there forever, like it or not.

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2. December 2010 by Frank Goad.

Lexington, Kentucky, is truly blessed to have Ronnie Bastin as our police chief. I’ve know him for around twenty years and he has always been an outstanding man. We met not long after he was promoted to sergeant and, even then, you could tell that he was going to have a great career. Bastin is intelligent, thoughtful and a born leader.

He graciously agreed to be my subject for the Business Lexington “Quick Biz Bites” videos that I do. During the interview, he said something that I think crystallizes the attitude a true leader has. He said, “It kind of gets under my skin when I hear someone say that they ‘… have thirty people working for them.’ When people ask me how many I have working for me, I say that ‘I work for over four hundred people.’” He recognizes the responsibility he has to his staff, his managers and the city of Lexington and is quite humble about it.

He is working hard to train his squads to know what great leadership looks like and leads by example. The department’s progress is outstanding. We should all be grateful to have a man with such sterling character leading the people who guard our town. Thank you, chief.

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10. June 2010 by Frank Goad.

No one can do it all.

The title says it all. The good news is that you don’t have to worry about getting everyone on earth to come and peruse your site. The bad news is that you do have get the people who spend money with you to come to it, and that takes money. Sounds like you’re still at square one, doesn’t it? Let’s talk about this for a minute.

Remember this: The Internet isn’t free if you’re trying to get customers. If you are a customer looking to buy, then it costs less – yes, your customers pay, too. They have to pay for access (cable, wireless, etc.), buy a computer, pay for anti-virus software (you don’t need it if you don’t connect) and, above all, they “spend” their most precious commodity - time - looking for information, products and services. If you want them to visit your site, make it worth their time and money whenever they “stop by.” Always remember that a website is not a brochure and it needs updating often to offer real value.

The Internet is an advertising medium and advertising costs money. In the beginning it was a communications tool for computer scientists and geeky folk. Now it’s the backbone of international commerce and consumer choice. Just as you pay for brochures and magazine ads, you have to pay for Internet advertising. How so? Google AdWords, site construction, consulting on building traffic, and so on, all cost time and money. Even if you do it yourself, it’s not free. What do you make per hour? Every bit of time you spend building a website is an hour you’re not earning money.

Like any advertising, there are ways to keep the costs down, but you still pay and that’s the real point: Not investing properly in your Internet “properties” shows a poor return on whatever you spend. Consider these two scenarios:

A. Let’s say you spend $5,000 to get a really cool website built by your hotshot nephew. He’s been to tech school and can make it do some amazing stuff. Your site looks like a playground in a monitor. You launch it and, by using free Google Webmaster Tools, you find out hardly anyone is coming to it, and those who do barely hang around. There can be many reasons but, for this story, let’s go with the assumption your nephew is not trained in graphic design or visual communication techniques and knows less about advertising copy writing. Your website is the equivalent of a child’s picture book that’s really interesting at first, but soon loses its appeal. A major function of your site is to be an advertisement (and usually a cash register, too), and if function follows form or technique, you’ll likely be disappointed.

B. Let’s say you spend $500 to get a site built and, even though “it ain’t pretty,” the traffic is good … at first. You check the Google tools and see that you are way off your peak visits and dropping. You remember that you haven’t put any new content up since you posted the site. People have seen it and have moved on. Fresh content keeps them coming back. That’s why the major networks like CBS, CNN, The New York Times and myriad other sites do well - they keep fresh content coming. Even if it’s just a new weekly coupon, your loyal customers will keep checking.

These days, there are four groups that you really need to consider if you’re creating a new site or getting ready to revamp your current site:

1. Coders: Technical folks who build your site and make it work and connect. Websites are programs that display their results graphically.

2. Designers: If they’re good they guide visitor’s eyes where you want them to go. From my (long and sometimes bloody) experience, many designers aren’t good coders and vice versa (I’m going to get hate mail on that - sorry, but it’s true). A designer is trained in visual communication that’s art and graphics based, an important skill that isn’t inherent to web coding.

3. Search engine optimization (SEO) experts: Most coders say they know SEO, and some do, but it’s a sophisticated discipline that’s more like statistical research and psychological profiling. It’s darn near a black art at times, but there’s a real craft to doing it well and a marketing background is a real plus.

4. Content providers: You still need folks to write persuasive copy and figure out what people want. Your site is a lot like a magazine in that you want folks to read what’s there, look at the pictures and come back every “issue” through subscriptions. You might say, “We do videos.” Who writes your script? Whether read or spoken, it requires special skills to be compelling.

Are there people who do all these well? Sure, but they’re rare and their rates make many folks gasp. My strong suits are numbers two (design), and four (content creation). I provide content including advertising copy, strategy, graphic/art direction, feedback measurement systems and creative campaigns. I also am very well versed in visual communication, meaning I know how to guide the eye around the page to make sure they “get” the most important things.

I’m okay at search engine optimization issues but don’t hesitate to get help because it is critical to getting a great return on your investment and eyeballs on your site. How am I at coding and actually constructing a website? Lousy and I have no desire to do it because, well, I do other things much better.

Can you do all these things? Probably not, so be honest with yourself, move some money around in your advertising budget and get folks who know how to do these things. Remember that it’s an investment, not an expense. Given that around 97% of people go the Internet first to find products and services, it’s just smart business to do it right and ensure that they think of your site as a reliable place to go.

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