
I love dogs, especially my dogs. I love running with them, hiking with them and cuddling with them at night. I enjoy having them beside me when I work during the day. I pretty much like everything about my dogs except when they bark when I’m on a business call, and when my puppy poops on the carpet at night like he did last night, despite the fact I’d just let him out to pee (who says kids are the only ones who keep parents up at night?).
I have read books about dogs, seen artwork with dogs and even have a signed sketch by Steve Huneck which illustrates the thoughts running through a dog’s brain. Today, as a tribute to Walden and Boedi, I am going to use dogs as my subject for marketing lessons.
Learning the basics pays long-term dividends.
I made many a mistake in raising my first dog Shelby. Some might argue that many of her odd behavioral traits were largely my responsibility (and unfortunately, they might also say this about my second dog). Without understanding the basics of potty training, food portion control and jumping (or not doing so), you’ll forever be cleaning carpet, changing dog food and washing paw prints off of your clothes. Poor Shelby lived in a crate for most of her first year of life, but she could hold her bladder for 24 hours or longer.
There are many people who claim to be “marketers” who don’t have a solid grasp of subject. In some instances, employees get stuck wearing the marketing hat even though they were hired for a completely different job function. In other instances, someone might be fresh out of school and eager to learn the ropes. Either way, training and education equip individuals with the skills they need to make better decisions on behalf of their employers. Where there are skill gaps, there’s always an outside expert to pinch it. Much like we now have dog psychologists (see next bullet).
Know when to use the leash (or muzzle, whichever is appropriate).
One of Shelby’s odd behavioral traits was her aggressiveness. I even took her to a dog psychologist when I lived in Boston in hopes of fixing the problem, and the trainer told me her aggressive behavior was my fault and there was little I could do to eradicate it. He recommended a number of ways to control the behavior, however, most importantly by always using a leash. Well, I found this to be completely unfair to permanently affix a leash to her collar, so when we were in the open woods and I knew no other dogs was around, I’d let her run free and enjoy life to the fullest. If I dared take her to the dog park, I’d even try a muzzle (even if she hated it).
So many times, when we describe a product or service to customers and prospects, we tell it like we know it rather than like how they want to hear it. When selling Smartphones with a Windows Operating system, manufacturers and carriers often harp on key benefits like “Easily check your email when you’re on the road,” “Sync with your PC,” or “View and edit Word documents” (like we really want to edit word documents using our phones). Apple got it right when they started talking about the iPhone in terms of applications that made life more fun. Hum….maybe some of the others should have put a muzzle on the geek talk and talked more about fart games.
Repititon is important.
Everyone knows a dog will never learn to sit, stay and roll over from a single command. It takes time and repetition to successfully train your pet.
Sometimes this message is forgotten in the world of marketing. A company will place a single magazine ad with expectations of heroic sales, only to be disappointed. Not only is advertising typically a brand-building vehicle, but it usually takes more than one placement to have lasting effect. I recently heard a client say, “We tried direct marketing once but it didn’t work.” With so many factors influencing the outcome of a direct mail campaign – message, creative, offer and list among them – it’s nearly impossible to label the tactic as ineffective after one attempt. Try and try again, with a few tweaks to test for effectiveness. After all, some dogs respond to praise; others require treats.
Unless you repeat the same mistake over and over again.
I always tease my husband when he tells our dogs to sit. He never says it once. Instead, he’ll say, “Walden, sit.” “Walden, sit.” “Sit.” “Walden, sit.” “Sit.” “Did you hear me? I said, sit!” Now if you have to tell a dog to sit 15 times, how’s he ever supposed to learn it when you say it only once?
Likewise, if you know a marketing tactic isn’t working as effectively as you’d like, despite your attempts to tweak and/or improve it, then why spend your money and do it over and over again? I’ve had clients tell me, “Yellow pages don’t really work anymore but I’m scared to think what might happen if we don’t use them.” Hum….perhaps you should try and find out! Likewise, when I worked for Network Commerce in Seattle, our CEO loved press releases. We issued so many press releases that we probably publicized his trips to the bathroom. However, if a company places a slew of unimportant issues on the wire, how will the media ever pick up a story when something exciting actually takes place?
If you love them, they love you.
My puppy Walden has an uncanny awareness of who doesn’t like dogs. If a non-dog lover walks in the door, he growls without fail. If a dog lover comes over, he kills them with kindness. I honestly can’t figure it out except to say he knows who’s going to rub him, feed him and give him treats.
If only companies cared for their customers in the same way, especially those who have been loyal. I will never understand why phone companies don’t give a break to long-standing customers if they wish to purchase a new phone (especially when the old one breaks like mine did recently). Despite the fact I’ve loyally paid a steep bill for years, I get NO break on a new phone until my contract is up for renewal. If they would give me some tender loving care, I wouldn’t be so tempted to switch carriers as soon as Verizon starts carrying the iPhone. Companies are missing the mark when the put customer service at the bottom of the list of priorities.
Making smart decisions saves money.
One morning this summer, I went running down a trail in the woods with Walden. Being the klutz than I am, I tripped and fell and caught my leg under a barbed wire fence. A month later after my stitches had healed, I went running with Walden again on the same trail. This time, it was he who ran beneath the fence. $400 and multiple stitches later, Walden is recovering (and yes, it costs more for a dog to get stitches than a human). I have now concluded that I should avoid this trail – and this fence – altogether, and save myself some money and pain in the process.
Sometimes we are pressured to make dumb decisions because the CEO said to do so, or because we were racing against a deadline and didn’t have the best information at hand. If you know better, say so! And if you don’t have time to evaluate things as thoroughly as you should, hold off until you are more adequately prepared. Going to the doctor or vet is as much fun as a bad performance review.
