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Why Am I Afraid to Sell?
© 2000 Elena Fawkner
Relationship marketing. It's the backbone of a successful online business.
Fail to forge online relationships and your business will suffer. Simple enough concept, right? But what does "relationship marketing" really mean? Simply put, it refers to the principle that, in order to be successful in business, especially online since it's such an anonymous medium, you need to establish a relationship of trust with your site visitors and ezine readers before you can expect them to do business with you. It requires a commitment to customer service and a willingness to help others for no certain reward other than the satisfaction of helping another and building for yourself and your business a reputation of credibility and trustworthiness.
At the end of the day, though, if your business is to be successful, you have to turn a buck. One of the most common anxieties expressed by new (and even not so new) online entrepreneurs, though, is that they don't want to come across as "selling something" to those with whom they have forged the very relationship that is a prerequisite to actually making the sale!
In
other words, the focus on "relationship marketing" has
been so much on the relationship that the marketing begins to
feel crass and a violation of trust. Many new online business
owners report that they feel like they're taking advantage of
the trust of those with whom they have forged a bond. Of course,
there's no reason to feel any such thing so long as you believe
in what it is you're selling and that it's something that will
benefit your customers. If you don't feel this way, then your
bad feelings are well placed. You ARE taking advantage!
The
discomfort associated with selling is not restricted to the business
owner, either. I have received several indignant emails over the
course of the past year or so from readers of my ezine in response
to promotions I have run for programs I actively promote. The
recurring theme of these sorts of communications is that I have
a "responsibility" to my readers because they've come
to rely on me as an authoritative source of information and I
have somehow breached this responsibility by doing something so
crass as to actually market the programs I promote to earn part
of my online income. Some have even gone so far as to suggest
that, since I accept paid advertising in my ezine, I should be
content with that revenue stream and not seek to make money by
promoting outside programs.
My response to this line of reasoning is simply that I'm running a BUSINESS. I'm not working nights and weekends on my site and on my ezine out of the goodness of my heart. I'm just not that noble, believe me. I have a profit motive. Despite what some people seem to think, a profit motive is NOT, in and of itself, a Bad Thing. A profit motive is only a Bad Thing when one misleads, deceives and otherwise takes advantage of the trust of another to pursue that profit. There's no reason to apologize or feel guilty for wanting to make an honest profit.
How about you? Do you have just a twinge of uneasiness when it comes to marketing your products and services? Here are some ideas to help you overcome the reticence you may feel in pursuing sales from your prospective customers and how to manage these relationships so that your customer understands that, although you are there to help them, you are also out to help yourself by earning an honest living.
CRYSTALLIZE YOUR PURPOSES
The very first thing you need to do is decide what it is you're really doing when you create your website or publish your ezine. Is it a hobby or is it a business? The difference, respectively, is the absence or presence of a profit motive. If it's a hobby, fine. Don't try and turn a profit, just enjoy yourself and make just enough to cover your expenses if you can. But if it's a business, understand that making a profit is non- negotiable. It's the reason for your business's existence. You will no doubt have several purposes. But the profit motive is key.
Do whatever it takes to crystallize your purposes. For some people, just thinking about it and making a mental decision is sufficient. For others, crystallization requires seeing it in black and white. If that's you, write down your purposes. Again, though, if you're running a business rather than indulging in a hobby, turning a profit must be on your list of purposes (unless, I suppose, you're running a non-profit business but we'll leave that aside for present purposes). Recognize that purpose for what it is. Embrace it. PURSUE it with a vengeance. It's nothing to be ashamed or coy about. So long as you intend to do so, and actually do so, by legitimate, honest and ethical means, give yourself permission to aggressively chase a dollar.
Why
crystallize your purposes in this way? Because they'll keep you
on track when you're confronted by the naysayers who'll inevitably
pop up in your porridge.
BE BUSINESSLIKE AND PROFESSIONAL
The
concept of "relationship marketing" does NOT mean getting
up close and personal with your customers. You'll save yourself
a lot of grief and angst if you just keep things businesslike
and professional - friendly to be sure, but not *overly* personal.
It's possible to be friendly and helpful in a professional, businesslike
manner without stepping over the line into the personal. The people
you're dealing with are not your friends, they're your customers.
Of course, over time, you may become friends with certain people
who started out as customers. But don't start from the position
that you have to be friends with your customers in order to engage
in relationship marketing. You don't. Keep it businesslike and
professional and you won't raise any unrealistic expectations.
ACT IN ACCORDANCE WITH YOUR BUSINESS'S BEST INTERESTS
One way of keeping yourself in check is by constantly testing your decisions against the criteria "is this decision in the best interests of my business?". If so, do it, recognizing that something can be in the best interests of your business even if it doesn't involve cash flowing in your direction. If not, don't.
Occasionally, it will be in the best interests of your business to do something that may be perceived by your customer as a personal favor. An example might be giving a refund for a purchase under circumstances where the customer is not strictly entitled to one and where you have an ongoing relationship with the customer. You do so in the interests of customer service and this is certainly an example of something that is in your business's best interests.
Sometimes,
however, customers can take advantage of such a policy. To forestall
this type of problem, if you decide to do something that benefits
your customer/reader/visitor over and above what they have an
entitlement to, make it clear, in a subtle way, that you are doing
so for business reasons. Be prepared to set limits though. Know
how far you are prepared to go before it stops being a business
decision and becomes a personal one and to the detriment of your
business interests. Being uncomfortable saying "no"
is not a good enough reason to sacrifice your business's best
interests if that's the right decision in all the circumstances.
BE DIRECT AND HONEST
Don't be shy about promoting your products and services and letting your prospective customers know you would like for them to purchase from you. Be direct, open and honest about it. For example, if someone emails me and asks for my advice about how to get started in an online business of their own, I'll recommend products that I think will benefit them. Typically, I recommend Cookie Cutter and Cash Cow if they're new to internet marketing. Why? Firstly, I believe in both products and think they give the newbie an efficient, cost-effective way of learning a lot about how online businesses work in a short period of time. Secondly, I am an affiliate of both programs and earn $20 a pop each time I sell one. Would I recommend any products that are directly relevant to my business that I don't have a financial interest in? No. Why? I have a profit motive. My time is money. The key is, I believe in the products. If I thought there were better products out there than the ones I was promoting I'd recommend them too. But only after I signed up as an affiliate so I could make a profit from my recommendation.
On the other hand, occasionally I'm asked to recommend a webhost. I'm an inactive affiliate of one of the major webhosting companies but I never recommend them because I think they're too expensive. In this case, I refer the enquirer to the webhost I use for my own site. I'm not an affiliate of theirs and I have no financial interest in making the recommendation. I'm not particularly interested in webhosting as a product to promote so I haven't bothered (yet) to sign up for my webhost's affiliate program. It's just an honest recommendation, just as Cookie Cutter/Cash Cow is an honest recommendation. The only difference is, I make money on the latter and why not?
The
point is, so long as you're making an honest
recommendation, there's no reason why you can't make a profit
at the same time. It's a win-win situation. So stop being afraid
to sell. It's the reason your business exists and it won't if
you don't.
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Elena Fawkner is editor of A Home-Based Business Online ... practical business ideas, opportunities and solutions for the work-from-home entrepreneur. http://www.ahbbo.com
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