It seems like we can talk until we’re blue in the face about Twitter and its benefits. But really, it all comes down to what my journalism professor used to say: “Show. Don’t tell.”

So, in lieu of watching my “feed” on Twitter (because it’s pretty cumbersome at this point in the game), I follow search queries a good bit of the time. I primarily use Tweetdeck for this purpose (but that’s another post). Yesterday, I ran across an interesting tweet that caught my attention. The link was to two photos of a hotel room – one quite striking, bright, welcoming. The other – well, dull and a bit roach-motel-esque in its appearance. The author of the brief blog post was seeking to explain how different a hotel room might appear if the photographer used the right equipment, perspective, light and skill. In a world where a massive number of travel decisions are made on the Internet, great photos have become even more critical. I agreed with the point and appreciated the incredible visual demonstration, so I “re-tweeted” the message. I had never had previous contact with @winterparkphoto in my life.

Later that day, I got a tweet back from @winterparkphoto. Here is how the conversation unfolded. (Keep in mind that if, for example, the tweet is @andyathalo, then it is the other person talking TO Andy in that case):

@resultsrev: how can I use Twitter to get this point out there to the right people?

@winterparkphoto: That was a good start. Lots of case studies. @andyathalo is our Twitter master – connect w him definitely.

@winterparkphoto (from @andyathalo): Ahem…did someone say we should meet?

@WinterParkPhoto: First off, Love your work. Checked out your website and your twitter pictures. Great eye. Pictures tell the story.

@WinterParkPhoto: Use twitter to educate people on what you do. Show don’t tell. The eye behind the camera matters. Show more examples.

@WinterParkPhoto: Find the places out there (with terrible pics) (that you want to work for) make friends, get on their radar.

@Andyathalo: Tell me more

Then, the conversation went private with DM’s (direct messages) as follows:

@Andyathalo: Brilliant advise thank you. If confirms something I heard from another person who knows Twitter culture really well.

@WinterParkPhoto: I’ve tried to make connections by following and listening for opportunities. You CANNOT start by pitching your services. Build relationships.

@Andyathalo: Yes, I agree. It’s about being patient. Even though Twitter is very much based on instant response and satisfaction.

@WinterParkPhoto: ok, and now one quick question to you. http://bit.ly/31qxHN what do you think of my photo. What could I have done better?

@Andyathalo: Like it!

@WinterParkPhoto: thx. Loved your fire escape shots. BTW what we just did, is exactly how I use twitter to build online relationships, bringing offline value.

@Andyathalo: Lighting and composition. A stronger light from one direction would give the food more depth and bring out more constrast and colour.

@Andyathalo: (((What type of photography equipment did you use?))) Are you a food photographer or food writer?

@WinterParkPhoto I used a digital rebel (from 2 years ago) the standard lens on it. http://bit.ly/CuCgq is another angle with more green in it. (touched up)

@WinterParkPhoto Neither. I’m a marketing guy. And we do a lot in the hospitality industry. I can usually get a shot or two of plated food, that gives our guys the idea that they need to REALLY go that route. I could eat desserts like that for a living though.

@Andyathalo: By tweet #3 I realized that. I can see how it works and you are a master at it. Let me know if I can help you at all.

@WinterParkPhoto: Now all I need to do is see if you have a great property or restaurant that needs some marketing help…particularly one in the Keys…

By the way, here’s the link to the article that started it all:

Why should I use a professional hotel photographer?

Photo Credit: Andy Chapman

Most Commented Posts

• Blog Post Ideas for a Retail Gift Shop
• When to Send E-Mail Marketing
• Michigan: Home of Pure Passion
• Seven Reasons to Keep Using E-Mail Marketing
• What does “good enough” photography mean to your bottom line?

Doing some research on a new project, I noticed a trend. Some of the places that spend MILLIONS on TV, Radio and Print are totally off radar when it comes to social media. Oh, their names are out there, but it’s a one way conversation, from the angry customer. You see, happy customers don’t go home and blog two pages about how much they loved it when they bank got their deposit amount right. Or when the bank made a banking error in their favor. But you get on the bad side of a customer, you’ll hear about it in social media.

So why are they scared to be on Social Media? Facebook doesn’t seem that scary to me. Twitter doesn’t seem too daunting for a bank with a small marketing budget, but for a bank with millions in the game, they aren’t anywhere to be found. I think I know why. It’s the customer retention number, and it’s about to catch up with them.

“It’s too risky,” they say. “We can’t control it. How can we control it? It’s too much of an unknown.” I’m here to tell you – you’ve already lost control. And the unknown happens because of the “head in the sand” syndrome from which you suffer. (Hint: there’s a little thing called “social media monitoring” – every business should be doing it!)

Last year, I began banking with a large regional bank. Their marketing was everywhere, and their branches were too. Their branding and web site was fantastic (imagine, that, I liked the branding and web site?) I loved my small town bank with the friendly faces, but my travel and other limitations made us part ways. Boy, do I miss them.

So, I tried this large regional bank, and the first two weeks were great. (No, I’m not going to name them and harass them, that’s not what this post is about – we’re about solutions, not tearing folks down.) The girl who opened my account gave me her direct number, and things were fab. Then I realized that that dress she was wearing that day wasn’t just a little loose, it was maternity. (No offense, but maternity leave caused a lapse in our relationship – I get it, but I was still devastated.) I went from being happy and having a banker, to being a number.  I tried to find other branches, with good people with whom I could connect and trust, but it didn’t happen.

Finally, I started shutting down accounts. It was too much trouble to deal with the little things that they could have fixed in 30 seconds (but didn’t) mounted up. I was ready to leave. I went to complain to the manager about another “fee” that I was charged, basically an error in their system. I got told “there’s nothing I can do about it.” Well of course I wanted to go up the ladder and find someone who could help, but when that wasn’t an option, I walked out frustrated. And since then I’ve told everyone about my horrible experience banking with them. I’ve had literally almost everyone agree with me, and yep, I’ve cost that bank a LOT of money.

It’s funny that banks especially will spend so much on an ad campaign to get new customers, when making a couple customers a day happy could actually create more of a buzz, than a grocery bag, that’s “green.” You made me mad, I told everyone on facebook that I hated your service (850 people), and I tweeted about you (400 people) and I got retweeted (1500 more people), plus I’m writing a blog that will be here forever.  Don’t you think a little, “let me take care of that for your sir” would have gone a long way. Yep.

So why aren’t the big boys all using Social Media to communicate with customers and provide customer service? Could it be that they know there are LOTS of people angry with them. That giving those folks a clean shot at communicating directly with the brand is not gonna look pretty for the PR department?

But what if… what if? What if they opened a dialogue and fixed a few customers’ problems…and engaged…were real by admitting that they’d made a mistake or two. Maybe they could LISTEN and learn about what customers want and understand why certain policies were hurting them terribly in the customer retention department. Maybe they would learn how they could actually GROW the bottom line from another angle instead of “gotcha” fees.

Hrmmm, well I know some banks (and other entrenched industry mammoths) aren’t gonna go for that, but I suggest that you watch your small local banks. I have a feeling some of them are going to engage social media with a passion as a means to engage customers and gain a competitive edge over their competition on both profit margins and the customer retention game.

What say you? How can social media change the face of the banking industry?

Most Commented Posts

• Blog Post Ideas for a Retail Gift Shop
• When to Send E-Mail Marketing
• Michigan: Home of Pure Passion
• Seven Reasons to Keep Using E-Mail Marketing
• What does “good enough” photography mean to your bottom line?

Did I mention that I’m a recovering plan-a-holic? As such, I can’t get away (and don’t think I ever should) from constantly re-evaluating my goals for business and life. About once every month, at least, I take a good hard look at our core business and business goals here at HALO to see if they’re still on target. After all, we are a small business, and if we’re not doing something right, we can change it. We can see a need for change – and ADAPT.

So, that’s me today. I’m looking at the core of our business – and our short and long-term goals as we stare straight in the face of rapidly approaching and VERY full-scheduled fall season. Here are some of the questions I’m asking – maybe you could/should ask them of your business, too.

1. Am I actually targeting my message AT my target audience?

2. Do I know what my target audience needs most that I can provide?

3. Am I providing an experience and result for my target audience that overwhelmingly, clearly and simply fills their greatest need?

4. How can I communicate better, more clearly, more simply?

5. Am I pushing out information (bad), or am I building meaningful relationships (good)?

6. Am I stepping up to the plate when my customers need me? Am I responding quickly enough? Am I accessible enough? (This is a major priority for us.)

7. What elements of how I spend my time each day really add value to MY clients – and how much of it is wasted (on my own interests, curiosities, vanity or admirations of others or just useless information consumption or time wasting)?

8. Am I forging relationships with customers that I want?

9. Am I willing to turn down relationshps that aren’t a good fit?

10. (My most primary and often asked question of myself.) What do I want my business and life to look like in six months? Am I doing the RIGHT things to make that happen?

Here at Team HALO, our purpose for existing is to encourage and equip communities of all sorts to achieve their goals. We target one primary market: people who build communities. Who are they? They are managers and board members of downtown districts, Main Street organizations, and small business/merchant alliances. They are the passionate owners of small businesses and restaurants. They are commercial developers that revitalize old areas – or create entirely new “places.” They are pastors of churches. They lead the charge for causes using the structure of a non-profit organization. We want to meet, know and work with people who are on a mission, who hold within them a passion, who have an energy for what they do – and most importantly, who want to find others who will care so they may connect with them, engage them, share with them, convert them, retain them, and grow them. We are the Team that makes that happen, and as of October of this year, we will have been doing that for TEN years.

How we get to that same endgame looks a lot different than it did ten years ago. And it will for you, too. That’s why this whole goal-setting and goal-monitoring exercise is so important.

The problem with me is that sometimes I look over my shoulder or across the room at my colleagues – sometimes with a bit of jealousy and sometimes with a bit of pride. I want to be something that they are, or I want to speak at a conference where they speak, or I wonder why they “just don’t get that yet” or why anyone would do what they said when they are so off base. I find myself slipping into the very terrible trap of looking either up or down at others – and not looking FORWARD for the good of my customers. We all do that as business owners. Again, that’s why this exercise is so cathartic.

In a client meeting this week, I found myself repeating a phrase that I have been using for a LONG time. “Don’t copy your competitors – Go where your competition ISN’T.”

So, today, while I won’t bore you with the answers to all of my questions above, I can tell you that we’ll be forging ahead into territory where our competition ISN’T. We’re in this to be accessible – not snobby and elitist. We’re going to insist on solid, sharp strategy – not just the use of certain marketing tools. We’re going to lead the charge to help our clients adapt and embrace new technologies in way that is simple, understandable and produces a measurable return on investment. We’re going to constantly expand our service offerings and go deep into our target market. We are the coaches that will bring BIG WINS for your downtown, your small business, your non-profit.

What about you? How often do you evaluate your goals? Does it help you stay on track with your life and business?

Related Pages:

Marianna Hayes: Marketing Speaker Page

Market Analysis for Downtowns

Team HALO Coaching Services

Most Commented Posts

• Blog Post Ideas for a Retail Gift Shop
• When to Send E-Mail Marketing
• Michigan: Home of Pure Passion
• Seven Reasons to Keep Using E-Mail Marketing
• What does “good enough” photography mean to your bottom line?

So when most people think about Tweeting, it happens from a desktop computer. But when you are out and about, you can Tweet from just about anywhere that you have a cell signal. Sure you can have one of those fancy Iphones, or Blackberry phones, but literally any one with SMS capable cell phone can follow your business on Twitter. Nope, you don’t even have to go to the web to sign up.

You can literally have folks “follow” your business while they wait in line at your pizza joint, so they’ll get a 10% off their next visit coupon when they get to the counter. When they reply and say “ok” back to Twitter, they’ll get your businesses updates right on their cell phone.

There are a number of commands that you can use from your phone to get updates. We have some updates come in to our phone, and others that don’t. You can even tell Twitter that you want updates, but only between 8AM and 8PM (or whatever time you deem appropriate), if that’s what you want. Yep, they thought of everything didn’t they?

So here are: The Official Twitter Commands (from Twitter’s Support Page)

Did you know: you can perform certain actions, like following or marking a friend’s update as a favorite, by using the designated Twitter commands? Use the commands listed below from your phone, the web update box, or your favorite third party application.

Turning Twitter off and on: device notifications

* ON: turns ALL phone notifications on.
* OFF: turns ALL phone notifications off.
* STOP, QUIT: stops all messages to your phone immediately

* ON username: turns on notifications for a specific person on your phone. For example, ON alissa.
* OFF username: turns off notifications for a specific person on your phone. For example, OFF blaine.

* FOLLOW username: this command allows you to start receiving notifications for a specific person on your phone.Example: follow jeremy
* LEAVE username: this command allows you to stop receiving notifications for a specific person on your phone. Example: leave benfu

Fun Stuff: friends, favorites, and stats!
There’s more to Twitter than OFF and ON! Use the commands below to send private messages, mark updates as favorites, or even remind someone to update their Twitter page if you’re wondering what they’re doing!

* @username + message
directs a twitter at another person, and causes your twitter to save in their “replies” tab.
Example: @meangrape I love that song too!

* D username + message
sends a person a private message that goes to their device, and saves in their web archive.
Example: d krissy want to pick a Jamba Juice for me while you’re there?

* WHOIS username
retrieves the profile information for any public user on Twitter.
Example: whois jack

* GET username
retrieves the latest Twitter update posted by the person.
Example: get goldman

* NUDGE username
reminds a friend to update by asking what they’re doing on your behalf.
Example: nudge biz

* FAV username
marks a person’s last twitter as a favorite. (hint: reply to any update with FAV to mark it as a favorite if you’re receiving it in real time)
Example: fav al3x

* STATS
this command returns your number of followers, how many people you’re following, and your bio information.

* INVITE phone number
will send an SMS invite to a friend’s mobile phone.
Example: Invite 415 555 1212

Most Commented Posts

• Blog Post Ideas for a Retail Gift Shop
• When to Send E-Mail Marketing
• Michigan: Home of Pure Passion
• Seven Reasons to Keep Using E-Mail Marketing
• What does “good enough” photography mean to your bottom line?