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Ian Brodie

Ian Brodie teaches consultants, coaches and other professionals to attract and win their ideal clients by becoming seen as authorities in their field.


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Marketing Professional Services

How To Get More Customer Reviews And Testimonials – The Ultimate Guide

Posted on 14th June 2017. How To Get More Customer Reviews And Testimonials

If you've worked in a service business for any length of time you'll know the power that customer testimonials can have in shaping buyer decisions. Especially when the service is expensive, intangible and new to the buyer.

As eConsultancy showed recently, 61% of customers read online reviews before making a purchase decision and that results in an average sales uplift of 18% if you use reviews on your site.

And as I showed in my recent article on how to get star ratings to appear in the Google search results, having those reviews visible in the search listings can give you a significant boost in clicks to your site too.

So if that's the case, how come most of us don't use customer reviews and testimonials all that often on our sites?

The truth is that despite knowing how valuable reviews and testimonials can be, most of us don't have anywhere near as many really strong ones as we'd like.

In this article, I'm going to show you how to get more customer reviews and testimonials by following a few simple steps. So let's get going…

Click here to find out how to get more customer reviews and testimonials »

Featured

Marketing Professional Services

What Carl Sagan Taught Me About Marketing

Posted on 27th April 2011.

“Extraordinary claims require extraordinary evidence”

Growing up I was a bit of a fanboy of Carl Sagan. Although clunky by modern standards, Cosmos was a ground breaking TV programme and opened my eyes to the wonders of the universe. Later in life I found inspiration in “The Demon Haunted World”.

One of Sagan's most famous sayings was “Extraordinary claims require extraordinary evidence” (although the concept was originated by Pierre-Simon Laplace back in the 18th century).

Sagan was talking about scientific and paranormal claims. But it's equally applicable in today's world where we're bombarded by advertising messages and claims promising us everything from younger looking skin and 6-pack abs to success with the opposite sex, a fulfilling career, a secure retirement, brainier kids and untold riches.

And one of the dominant phenomena of the current era is that we've just stopped believing all these claims.

The problem is even worse on the web. Internet marketers have become obsessed with louder, shoutier headlines with claims that you can make millions in a few months “at the push of a button” or with just a few hours work a week.

And after the initial rush of excitement, most of us look at those claims and think “if they really could do that, why are they trying to sell me a $37 ebook?”.

Of course, the same applies to our own marketing too. We may firmly believe our coaching will help our clients find an amazing new career, or become a great leader, or double their business profits in 6 months. But from where our potential clients are sitting – in a boring job, or failing to motivate their team, or struggling to get by – those claims seem awfully bold.

So we need to prove them.

Lengendary copywriter Gary Bencivenga focused on this. While others were obsessing about clever headlines and hooking-in readers emotionally, Bencivenga stressed that the most important factor in an advert was unquestionable proof – and yet it's so rare.

How can we prove what we say?

  • We can give a “reason why” – a logic to our claim. In Bencivenga's case he talked about an advert he created as a kid to sell worms to fishermen. His headline of “Local worms catch more fish” gave a plausible logic as to why you should buy his worms.
  • We can give evidence: testimonials, case studies, notarized statements of income.
  • We can give strong guarantees.
  • We can demonstrate what we say. If we're promoting consulting, training or coaching on a specific area where we claim to be an expert we can prove that expertise in our presentations, seminars, articles and blog posts.
  • We can give results in advance: share ideas that help our clients improve before they even work with us – so that they'll believe our claims about how they'll improve once we're hired.

And the bolder our claims, the stronger our proof needs to be. As Sagan said:

Extraordinary claims require extraordinary evidence

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Marketing Professional Services

Turbo-Charge Your Sales Stories

Posted on 11th February 2008.

Selling with Stories  proved to be my most popular blog post yet. Not surprising really – it's a brilliant sales technique – one I almost felt guilty giving away.

Shortly after I posted it I was alerted by a post on Carol Bentley's B2B Copywriting blog to an even better template for these story-come-testimonials. She highlighted a brief but insighful post on the Heart Shaped Testimonial by Alex Mandossian.

This is a great testimonial format designed for use in sales letters and other written communications. But, of course, it works brilliantly in spoken stories too. Just remember the other hints I gave in the Selling with Stories post and you'll have yourself an intriguing, sales-inducing little story.

Onward!

Ian

Featured

Selling Professional Services

Selling With Stories – A Powerful Tool for Building Trust and Credibility

Posted on 4th February 2008. Selling With Stories

The art of storytelling is dying.

We live in an age of soundbites, special effects, snappy comebacks and the 30-second attention span. It seems that no one is interested in taking the time to listen to, or tell a good story.

Yet think back to the last time you were truly moved by a film or play or TV show. When you last cried in the cinema or sat on the edge of your seat thoroughly gripped by a thriller.

Chances are that it wasn’t because of the special effects or any snappy dialogue. It most likely wasn’t even due to great acting – although that can help.

No, the reason you were truly engaged with the film or play was because of the plot. Because the author hooked you with an interesting story. And especially, because the author got you to really care about the characters in that story

Stories in Business Development

Now think about that example in the context of business development.

Don’t you want your clients and prospects to really engage with what you are saying? Don’t you want to grab their emotions rather than just their logical brain?

Of course, you will never build the same degree of emotional response in a sales meeting or pitch as in a thrilling drama. But you can certainly do a lot better than the majority of dry, dull sales presentations made today.

The secret, of course, is to use stories. And the most powerful stories to use are personal ones. Stories with real human protagonists rather than faceless corporations.

When you introduce your company, for example, don’t tell your prospects you can save them 10% on their telecoms costs, or that you’ve worked with the top 5 car manufacturers. Get that same message across in a personal story and it will have so much more power.

Contrast these two different introductions:

“We work with all the leading consumer goods companies. Our six-sigma and lean manufacturing services can save you at least 10% of your operating costs and cut 20% from your lead times”

and

“We recently worked with John Smith, the CEO of BigPack. John’s problem was that because of the long changeover times, his production was very inflexible and he couldn’t respond quickly to the needs of some of his best customers and so he was losing market share hand-over-fist. By working with us using our lean manufacturing and six sigma methodology, he was able to offer the sort of flexibility his customers were crying out for – and as an added bonus, he found that running costs were 10% lower than before.”

Admittedly, the second introduction is a few sentences longer – but those extra sentences – and the way the whole introduction is worded – make a world of difference.

Think about how you would respond to the introductions as a CEO of a Packaging company.

The first introduction is OK. The professional builds some credibility by highlighting that they work for the top companies in the industry. And the fast changeover times and 10% saving on running costs sound OK.

But there’s no emotion here. It’s cold, hard facts.

Worse: the “we could save you 10%” is almost a challenge.

The natural response of most people is to silently think “Oh you could, could you? Prove it”.

After all, it's our first meeting: what does he really know about my business? How does he know I’m not already highly efficient?

But by rephrasing into a story as in the second introduction we get over these problems.

Firstly, the prospect becomes more engaged when he hears someone’s name. You’ve indicated you work with executives just like them – perhaps even someone they look up to.

And when you use the word “frustrations” – not just a business problem, but real frustrations – then they begin to feel empathy towards that person. Chances are they’re feeling frustrations too – but like many executives, there are few outlets for them to vent those frustrations.

Now, by talking about someone else’s frustrations you’ve begun to create an environment where they can safely talk about their issues.

There's something really interesting that happens when you use a story too…

By using an interesting story where you happened to solve the client’s problem and save 10% of running costs, you’re not making a direct claim. You’re not risking a challenge because you’re talking about something that was done for someone else.

You’re not claiming you can save the prospect 10% – but they will begin to make that inference for themselves. They'll project themselves into the story as the hero.

So now they begin to think “hmmm, I wonder if they can make those savings for us?” instead of “well, he claims he can make those savings, but I’m not sure”.

Your story has allowed him to reach a conclusion for himself – and so he is much more likely to believe it than if you claim it yourself.

In similar vein, when you get a prospect or client talking and they tell you about some of the issues and challenges they are facing; you can use your stories to build credibility and confidence that you have experience in these areas and know how to help.

But notice that you’re not jumping to providing a solution for the client’s problem (where you run the risk of being wrong) – you’re relating a story about a client in a similar situation and what worked for them.

Again, the prospect thinks for himself: “Maybe this can work for me. And even if not, they were able to solve this guy’s similar issues – maybe they can find a different solution for me”. As opposed to their thinking if you try to suggest a solution to their problem: “How can they know how to solve my problem after 5 minutes? Do they think I’m some sort of idiot who hasn’t thought about this?…..”

Crafting a Compelling Story

Some people are great natural storytellers. They mentally record their experiences as stories and have no trouble recalling them in an interesting and entertaining way.

For the rest of us, it takes a little work.

What you need to have in your armoury is a set of compelling stories – perhaps 6 or 7 – covering a variety of situations where you, your products or your services have added significant value. You can then select from the stories as needed to fit the particular circumstances you think are going to be relevant and interesting to your prospect. And you can use the same story as an example as part of your introduction, your elevator speech, or in an expanded version when the prospect opens up and talks about a particular issue they have.

To craft the stories, first think about the typical problems your product or service solves. Then think of some recent examples of specific customers where this has happened.

Next, write a short paragraph summarising the example. A few guidelines should help here:

Make the story personal. Don’t just talk about a company, talk about a named individual who “owned” the problem your product & service solved. Your story will feel much more real – and your prospect will feel much more empathy towards a person rather than a corporation.

Talk first about the challenges the person faced. Again, try to describe them in personal terms so that the prospect builds a connection to your story. Don’t belittle the person – turn them into the hero of the story – they had a problem which (by working with you) they overcame.

Don’t spend a lot of time describing what you or your service actually did. Although this might seem interesting to you – it’s the least interesting aspect to your prospect. They’re much more interested in whether the problem you solved is similar to theirs, and what value or benefits did your solution bring.

Close with the benefits your product or service provided – but underplay this. Almost add it as an afterthought – as if the tremendous value you brought was just part of everyday business for you. Avoid boasting or self-aggrandising statements.

Write these examples up using natural, conversational language and revise them until they sound right. Then learn and practice their main points so that they don’t sound like a script.

And, of course, make sure you get the permission of anyone whose name you use.

Putting the Stories to Work

Armed with your stories you can begin to put them into action in sales situations. Don’t overuse them as you risk hogging the conversation when you should be listening. Instead, use them sparingly to spark the curiosity of the prospect, gain credibility, and provoke a reaction or question.

Personally, I use one story to introduce my company and what we focus on (selected based on what I think is likely to be of most relevance).

Then I may use further stories later on, to illustrate a point or to show that I understand their situation.

But I'll rarely use more than a couple in a sales meeting of an hour or less. To do so runs the risk of dominating the conversation and not giving the client enough space to open up about their problems.

And if they don’t talk about their specific problems, then I can’t begin to show them how I can help them.