February 6, 2012

Call source tracking from your REACH magazine ad in Dayton

One of the most important things for some businesses is not only knowing where their lead call-ins are coming from, but also how their phones are being answered. This morning I was introduced to our new capability which we can offer our REACH magazine clients, call tracking of their ads.

With the service we can determine if the phone is being answered, how long each call lasts, what was said in the conversation, number of hang-ups, and how the prospective client was treated on the phone by the front office or phone staff.

What is being communicated by your staff?

For the chiropractor who thought his ad was not working we found that when a call came in and the client explained they were having back problems, the office staff was presenting no empathy by asking first “what insurance do you have?” Almost every time the prospect presented a long pause as they considered the lack of concern about their problem…”hmm, they only care about the money” was what was being communicated. The calls were coming in, but the doctor was not seeing results because the office staff was killing the leads before he even had a chance to consult with them. As this information and sample calls were being played, the doctor called his entire staff in to hear the conversations and discuss how these prospects were being treated.

Outgoing answering machine message was toooooo long

Later when we were trying to figure out some of the hang-ups we found that this same office had a 3.5 minute outgoing message. There was no opportunity for the prospect or client to say anything for THREE ENTIRE minutes. As we looked at the call duration for these calls, the phones were disconnected after about one minute and 10 seconds. In today’s face paced world we found that this doctor’s outgoing message was just too long for most prospective clients to handle. Upon creating a much shorter outgoing message, prospects began leaving a name and phone number for follow up as instructed.

This doctor was able to correct problems in the front office, critical problems that were affecting his business in a detrimental way, and was then able to see that our advertising was bring many prosepects/clients to his practice. Even apart from the advertising, these front office changes were improving his business in an overall way as you can imagine.

Where are leads coming from?

With call tracking we can demonstrate that REACH works better than the other magazines in the Dayton market. For one of my clients we provided tracking phone numbers not only for REACH, but also for the other magazines that the client wanted to compare. Amazed at the resulting call volume this client found that REACH was the clear leader in lead generation. They found that even though REACH costs a little more, that the difference was so drastic that the lower cost magazines were actually costing them more per lead than REACH magazine. Based on a cost per lead, REACH was a far better investment of the available advertising dollars.

Biased information gathering can steer you in the wrong direction

In another case, we found that because of front room bias calls that came from REACH were being attributed to other sources. Because the front office got some gift certificates from a media source, calls were being attributed to that source rather than the real source of the call in lead. With REAL data, this client was able to make better informed decisions about where to best invest his advertising dollars.

If you are running a business and trying to reach consumers in the Dayton market, feel free to give me a call to discuss how we can help your business grow and help you determine which ads are most effective for your business.

Do you know how your incoming advertising generated phone calls are being handled?

Do you know how many calls are coming from your newspaper advertising?

Do you know how many calls are coming from your TV advertising?

Do you know how many calls are coming from your Web Site advertising

Do you know which coupon magazine is performing and which is not?

Peter DeMott

REACH Magazine & the Big Deal

937-478-6222

What is your written advertising and marketing PLAN?

The Power of written goals and plans:

I teach a online course on advertising and marketing once each year, usually in the January/february time frame. Over and over as I have worked with various business owners, one of the most significant things they can do is to have a goal and work a written plan. So many small businesses “shoot from the hip” when it comes to advertising and marketing that this is a new concept to many. Problem with shooting from the hip is that other things “urgent things” come up and have to be dealt with. By the time you get your head back on straight, guess what, you missed the opportunity to get the advertising and marketing out at an opportune time. You are rushed and either slap things together or you just give up and say, maybe next year.

When you write things down they start happening:

What they found was, although it can be very difficult to overcome the desire to not be accountable, putting goals and plans on paper makes things happen. When you see, for example, that you want to put together some advertising for the pre-Christmas time period, having it written down reminds you to make some calls early and get things lined up. When I ask businesses to write things down, it does not mean that plans cannot change. Some are afraid to write things down because they think once they write plans down, then they cannot change them. That is not true at all. In fact many times I encourage people to write things with a pencil (novel idea) so that they can erase and move things as needed or refocus there efforts toward something that is working better.

See things early enough to get them done:

Where is the power in writing it down? I think that when you write your goals and dreams down and advertising for your company (and your life) your mind starts working on making things happen. Putting things on a calendar also lets you see what is coming up.

Too little, too late is the result when you don’t have a written plan:

In my particular case, I sell advertising in REACH magazine. So many times we get calls from businesses about a week after our November or December issues have already been put on the presses….”I’d like to advertise in the Christmas (or they might request the Thanksgiving) edition of REACH.”  They did not think ahead. They were shooting from the hip and noticing that everyone was out there with advertising, except them… ooops.

Here is a typical timeline for direct mail incentive marketing through REACH magazine:

1.) Call REACH Magazine and ask for information

2.) Reach consultant calls to set up an appointment to go over the program, share samples of similar businesses and discuss results and expectations for the program.

3.) Business buys program of several mailings.

4.) Consultant gathers creative for the ad development from the business owner

5.) Consultant puts together a layout of the proposed ad based on what is working in other market and the desires of the client

6.) Graphic department creates the ad and sends proof to consultant

7.) Consultant calls business to review the proof and make a list of any needed changes and collect payment

8.) Graphic department implements the desired changes

9.) Ad goes to proof reading, then is placed in production for assembly into magazine and final printing

10.) Magazines are printed, zones are printed, zones and total market ads are assembled and stapled and magazines are addressed and shipped to the post office for distribution.

Now if a business calls us when we are working on item five for many clients, we can generally rush them along and get them to 8,9, and 10 on time. However, if you come to me when we are on item number 10, there is nothing that I can do to get you into the magazine for that issue.

Grow you business during the Thanks Giving and Christmas season:

Many businesses can use REACH magazine to generate additional sales during the holidays. For some businesses the last quarter of the year is when the profitability of the company is determined for the year.

Gift Certificates Restaurants, beauty salons, massage therapists, and other unique offerings can offer a small incentive and generate significant sales.

Service Businesses Carpet cleaning, quick home improvement projects, window cleaning, decorating, food services

Travel/lodging Hotels and motels for family and friends visiting for the holidays, winter vacations, etc.

Gifts Jewelry, unique items, local gift shops

Decorations Garden centers, Christmas trees etc.

Now after all that, there are some businesses that have critical times in January and February and if they wait till the last minute to work on their ads, guess what? They will be working on their ads right in the middle of Christmas dinner.

All this to say write some things down, put some things on your calendar, call early and don’t be rushed and you will be amazed about how many more things will happen to grow your business.

Does your brand tell a powerful story?

I have worked with Holland Advertising in Cincinnati with various clients over the years. I have appreciated our working relationship and I subscribe to their eNewsletter which had this article or blog post today called, “Does your brand tell a powerful story?”. I thought it was noteworthy and worth sharing with you as well. See link below the logo and pictures of the Holland Advertising staff.

logo1 Does your brand tell a powerful story?

Holland Advertising Staff Does your brand tell a powerful story?

http://hollandadvertising.com/index.asp?mid=100&mid2=370

It’s short but sweet. Here are a couple of the first sentences to wet your appetite:

“One of the best ways for an entrepreneur to get a leg up in this competitive climate and distinguish yourself from the rest of the pack is to tell your brand story.

Story is how we connect with one another. Wonder why the emerging social networking sites are so popular? The answer is because people crave the emotional and powerful connection that comes through telling a story.

The best brand stories are irresistible, compelling and provocative in a way that your target audience is going to hear, seamlessly and effortlessly. Telling that kind of brand story will position you and your company as a leader in the marketplace.”

I find this to be completely true when selling advertising in REACH magazine. Selling is not manipulating people and trying to corral them into saying yes, it is telling a compelling story. I have stories of success and failure that I share with my prospects from the many years that I have been an account executive/master seller/top performer/outstanding service provider or whatever you choose to call me.

I am unwilling to put together ads for clients that I don’t think will have a positive impact on their business. I work with our designer and with the client to come up with something that, from my experience will generate the type of response that they will be happy with. If my client suggests something that I think is a bad idea, I am not afraid to say something. This is one part of the story that I bring to prospects and clients that I present to.

If you are considering incentive marketing, you would do well to discuss your ideas with someone who have helped businesses to grow for over 20 years using Dayton’s most popular direct mail coupon magazine, REACH Magazine. If I think I can help you I will tell you how. If I don’t think the fit is right for you, I will also tell you and I might direct you to other avenues that are a better fit. In the mean time you will be more educated and able to grow your business based on our time together.

Peter DeMott, REACH magazine and The Big DEAL, Dayton area.

937-478-6222 or peter@photosbypdemott.com