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Earning Your Customer's Trust: He
Has to Know
You, and He Has to Believe You
You've heard the stats,
I'm sure. The average American is bombarded by 600+ advertising messages
a day (and more than that if they spend much time online). Business
owners are asking themselves how they can cut through the chaos and get
their message noticed by a public under constant attack.
One way is to put your
name on it.
Claude Hopkins, a
leading copywriter of the early 20th century, said it like
this:
An individual's name is usually better than a coined name on a product.
And far better than a trade mark. It locates the sponsor as a man proud
of his creation.
One of the keys to getting someone to buy from you, is first getting him
to trust
you. And telling him your name, up front in 20-point type, is one way of
doing that. If he knows this is a real human being talking to him (and
not some faceless corporation) he's going to be more likely to give you
his trust. Don't understimate the power of being able to say to a
prospect, "See? I'm just a working guy like you."
Also, notice Hopkins'
choice of the word "proud." If you're proud of your product, that means
you believe it's a good one. You're not going to put your name on
garbage, because then angry buyers will be able to hunt you down. Your
pride will strengthen your prospect's trust.
Hopkins continues:
That brings up another
point in advertising—the advantage of being specific. Platitudes and
generalities make no more impression than water on a duck. To say, "Best
in the world," "Cheapest in the long run," "the most economical," etc.
does not create conviction.
When was the last time
you bought a product because the manufacturer assured you that "Our best
resource is our people?"
Does "Soaring Toward Tomorrow!" make you want to whip out your
wallet and buy? There is an ocean of limp assurances and lame slogans
out there for that duck to float on:
"Listening. Answering." —
BellSouth
"The most trusted name in news." — CNN
"Ideas for life." —
Panasonic
"Imagination at Work." —
General Electric
"Go farther." — NetworkSolutions.com
If you really want people to trust you, empty platitudes won't win their
hearts (or their confidence). You have to make it clear what you're
promising, like these companies do:
"It's not TV, it's HBO." —
HBO
"A diamond is forever." —
De Beers
"When it absolutely has to get there overnight." — FedEx
"Fresh, hot
pizza delivered to your door in 30 minutes or less, guaranteed."
–Domino's
HBO took a tip from Volkswagen's
legendary "Think Small" campaign, and with one line positioned itself as
the alternative to same ol'-same ol' network television.
Hardly anyone had heard of a diamond engagement ring before De Beers
made them de rigeur. Domino's
and FedEx's slogans are said to be worth millions. (It's no coincidence
that "overnight" and "30 minutes or less" are specific promises.)
Specifics don't stop with slogans. They're one of the biggest guns in
your marketing arsenal. They're why long copy consistently outsells
short—no matter what you may read about today's wimpy attention spans.
They're the whisper that gets your prospect nodding. If you can announce
that your soap is 9944/100%
pure, he will assume you know a lot about soap. You're the one he'll come
to when it's time to come clean.
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