Comments on: If It’s Wet, Sticky & Not Yours…Ask

By: DavidBlizzard

DavidBlizzard — Sat, 21 Nov 2009 05:47:01 +0000

If a product is not intuitive then it is probably not a good candidate for a free trial/demo without free support. A call from a salesman does not equal support. If you don’t spell it out that you are going to make the sales call then you don’t have permission and that makes the call an intrusion. If you spelled it out then it’s fair game.

By: darren zapsky

darren zapsky — Sat, 21 Nov 2009 04:46:30 +0000

Take permission a step beyond the marketing, I knew a guy who once owned an Interactive agency, he would increase monthly billings with his own method of evergreen contracts, so if the contract ran out he would simply start billing the client again for the service. Talk about asking for forgiveness, too often he had to apologize for the “accidental” billing error and then try and explain why there was no work completed in return for the billings. Yeah, that business is now out of business.

By: Alan Bleiweiss

Alan Bleiweiss — Sat, 21 Nov 2009 01:57:15 +0000

20th century marketing was all about push. Direct mail. TV advertising where the volume automatically gets louder than the show you’re watching. Unsolicited phone calls at dinner time. Door to door Sales. Loud and obnoxious radio ads by guys named Crazy Eddie.

As we’re an evolving society, such intrusive behavior is, over time, and thanks to the interwebs, something that more people can speak up against, with ever more powerful voices, and in much larger numbers than the 20th century would have been able to track.

Sales people and departments, divisions and companies are going to eventually have no choice but to hear the cry for permanent change. It’s still years away. Especially because so many 20th century minds run the show in so many places. Mark our words though, oh ye of little “permission marketing” savvy. Your days are numbered.

By: Nathan Hangen

Nathan Hangen — Sat, 21 Nov 2009 01:54:00 +0000

You are absolutely right…I just can’t believe that people act like that. For instanced, I was amazed at some of them at bwe09.

People actually sign others up for their list without asking? That’s just ignorant.

By: Data Entry Services

Data Entry Services — Sat, 21 Nov 2009 00:24:19 +0000

Good, common sense business advice. Have manners and consideration.

By: Scott

Scott — Fri, 20 Nov 2009 20:53:14 +0000

Great post and great point! One thing that is even worse (practiced by one of the 800 pound gorillas in our industry) is to take the cavalier attitude and not apologize when the customers object.

Sadly they proclaim themselves to be experts in nearly everything (including social media), yet deal with their customers cavalierly, with the “we know best” attitude you describe. When the customer complain, they scream loudly that they are the ones being injured, and that the customers should just learn to accept it.

One day, I’m sure, it will come back to haunt them.

By: Tyler Adams

Tyler Adams — Fri, 20 Nov 2009 18:53:46 +0000

Great post, Lisa! I agree with most of what you said. It’s definitely better to ask permission first rather than beg forgiveness later. However, we all make mistakes. It is important to apologize when we do and to do so publicly. In many instances, public apologies (esp via twitter) can strengthen and humanize a brand. I think people really just want to feel like they matter to the company/brand. A genuine apology can go a long way…

By: Matt Sullivan

Matt Sullivan — Fri, 20 Nov 2009 18:50:22 +0000

From my end: for both. At the very least, you should be understanding of a call. I make my calls with specific goals in mind: qualify you as a potential customer, answer your questions, and make sure you don’t leave the demo/trial thinking it’s a bad product because you didn’t know how to use it.

By: Lisa Barone

Lisa Barone — Fri, 20 Nov 2009 18:17:12 +0000

I don’t think the big dogs are going to be allowed to treat people like that forever. Or at least, I hope that’s not the case. Probably shouldn’t hold our breath that they’ll actually change though. They THINK they’re unshakable, which is a problem…and what will probably bring them down.

By: Lisa Barone

Lisa Barone — Fri, 20 Nov 2009 18:16:18 +0000

If I sign up for a free demo of your product, why does that opt me into a phone call from you? To follow up or to open the door for up-selling?