This is a blog post I’ve wanted to write for a while.
It’s about the incredible costs to you and others of being fuzzy in your marketing and sales communications.
I’m writing this to share the other side of the story of marketing – how it’s received. We spend so much time working on our business and our marketing that we rarely stop to consider how our marketing is landing for the person receiving it.
There are two issues here: Laziness and Fuzziness.
For latter is inevitable, the former isn’t. The latter carries no shame, but the the former might.
I want to lift up an exploration around where laziness might be creeping into your marketing and share the impact that fuzziness, despite the best of efforts and intentions, might have. I want to lift up that clarity in your marketing might require more work from you than you initially thought – that when you think you’re done, you likely aren’t.
I don’t even know where to start on this. It happens so often.
It happens, in a beautiful way, whenever a client hires me to look over their sales letter. When Daniel and Cecile of Roundsky Communications reached out to me, it was a blessing to be able to help them redo their sales letter to help them say what they were wanting to say better, or when Carmen Spagnola asked for my help with hers as she launched her Numinous School, or when Russell Scott asked me to helped him articulate his Coming Home retreat.
But often people come to me not knowing how unclear their materials are. Sometimes it’s laziness on their end and sometimes they just don’t know how fuzzy it all is.
I want to own that some of my responses below are petty. I’m not trying to hide that. In fact, I want to lift it up because it’s how people often feel when confronted with fuzziness (and almost always feel when it’s a lazy fuzziness). Are the reactions petty? Likely. Are they common? Yes. And it’s important to be real about that.
I know that most of the people in the examples below are not trying to be rude or waste my time. And I’m aware that my reactions are about me and my own triggers. That’s all true.
And I invite you to step into my world where this happens a lot.
It happens with friends and colleagues who ask me to share their websites. When I look at them I literally have no idea what the hell I’m looking at or what it’s about. And I sit there for five minutes wanting to support my friend but having literally no idea what to write as a description or context for why I’m posting it. What the website needs is an overhaul. What they need, I tell myself, is to actually figure out their niche and what the hell they’re up to. They have no idea what it’s like to be me, wanting to help them and feeling baffled by their project. When I get the sense they’re still learning and growing, this doesn’t bother me, but when I get the sense that they’ve just decided to be lazy about it, it does.
It happens when colleagues come to Edmonton and want my help in spreading the word about their workshop. I look at the marketing materials and my heart sinks. This is shit. This is all useless. It’s full of jargon and platitudes and they have no idea how bad it is. I happen to know about their work and so I spend hours rewriting their materials so that I can share it up without causing confusion to my friends. I’ll be emailing them about it and I don’t want to have them sitting there for five minutes trying to understand what this is and why I sent it to them. I don’t want to spend my social capital and trust and their fighting their way through a confusing sales letter. So, I redo it and send that out. After the workshop is done with them, I sit them down and explain to them that I’ll never do that again for them and neither will anyone else. I tell them about how frustrating it is to want to spread the word for them and to have to redo everything in order to do that. They seem to get it and express their gratitude. That feels good. It’s my responsibility that I took on the heavy lifting of redoing their work for no payment. That’s on me. And it’s what your friends might do for you.
It happens when an old friend and colleague emails me over the years with various workshops and initiatives that I don’t understand. Because I care for her, I actually open the emails and read her words. Because I care for her, I slog through the confusing text hoping that the next line will illuminate what this is for me only to be let down every time. My answers get more and more curt with her. She feels unsupported and it ends our friendship. True story.
It happens when a friend of mine sends me a message of Facebook asking my help in sharing up his crowd funding campaign for a comedy tour. He doesn’t tell me who’s on the bill, where they’re going, how many stops, why this matters enough to get funded or anything that might help me do more than simply paste the link to his gofundme.com page. I know that me simply posting a link will do literally nothing for him. Hell, even my writing my most impassioned plea probably won’t do anything for him. So I ask him to send me a pre-written Facebook post that says it all perfectly so I can get this right for him.
Here’s the conversation:
My friend: Hey Tad! What’s up man? I’m loving your Harper Has to Go Campaign and am behind ya 100%!! Just want to reach out to you about The comedy tour that I’m producing. 4 budding easy coast comics hit the road to perform everywhere they can; a camera rolls & a documentary is made. Please check out our Kickstarter campaign as we’re trying to get funding to make this thing a reality and have some dope rewards. If you can’t toss any $$$ our way and still want to help out you totally can by spreading the word via social media or face to face with people; it’s just as good as $$$. The link is below, thanks for any help in advance and enjoy the rest of your summer! Much love.
Me: hey man! so good to hear from you. You are missed here in e-town. I can’t give money right now but would love to spread the word. Can you send me a prewritten FB post saying it just the way you want with the link in it? I’ll share it up.
My friend: Hey dude! Thanks, it feels nice to be missed 🙂 Here is the link and just say what you’d like about the idea of helping 4 DIY stand up comedians trying to go on tour and that your friend is one of them 🙂 Thanks again!!
Me: here’s what i’d write now. but we can do better, “4 DIY stand up comedians are trying to go on tour and my friend John Doe is one of them. Support if you can.” If you can add where the tour is going, the dates, how much money you’re trying to raise and by when.
My friend: Right. Not sure where we are going yet. Will know in the next week or so. The dates are Sept 27th to October 16th ; we are trying to raise $20,000. We are almost 25% of the way there. 🙂
Me: any clearer sense of tour dates? And, if you’re able to give me exact wording that i can cut and paste it would be a big help. I want to get this as good as possible for you.
My friend: Tour dates will be announced tomorrow and I can send you a link to all that stuff. Have a great night.
I don’t hear from him again.
Ten minutes of my life wasted.
This doesn’t seem like a big deal until it’s ten minutes here and ten minutes there.
It’s death by a thousand cuts. I’m not even talking about responding to any of it. I’m talking about reading the stuff. I’m talking about long emails I have to slog through to figure out whether or not the email is even relevant to me.
It happens when I get hired for consultations with people whose projects are so vague and fuzzy and who either refuse or are legally unable to get any clearer and I sit there for an hour wondering, “Why the hell am I here?”
It happens when I get an email invitation about a possibility of collaborating on a Farmer’s Market presentation and, after twenty minutes, it turns out that this collaboration couldn’t pay me anything and that, in fact, they were just wanting to get the contact info of the person who hired me for my last gig and, maybe, to get my endorsement but then, in the end, the endorsement doesn’t even seem to matter. They could have asked me that in a one sentence email and not wasted my time.
It happens when I host a party and a woman stands up and, over dramatically and heavily, starts spinning a seductive but insubstantial web about a project she’s working on that could pay everyone incredibly well to do their work and a client of mine says, “Wow. That sounds really good!” and I turn to him and say, “You stay the fuck away from her. Or… better yet. Go and talk with her to find out what she’s up to because there’s nothing there.” Only to have him come up to me an hour later and confirm that twenty minutes of digging had yielded him nothing but a headache.
These are all such wonderful people.
And I still get cranky.
It happens all the time.
It happens when people ask me to spread the word for something on Facebook and I have no idea what it is, for whom it might be relevant or even, often, what city it’s happening in.
It happens to women when men ask them to go for coffee just to ‘hang out’ and their intentions are nebulous. They’re not interested in the man romantically but… it’s just coffee, right?
It happens when you meet someone who asks you to go for coffee and it ends up being AMWAY (called whatever the hell they’re calling it these days).
It happens when a known funder is schmoozed by people who are really friendly and asking all sorts of personal questions to ‘get to know’ the funder (who can feel the ask coming).
When people are writing promo material for their programs, products and projects, they often get lazy. They’re so excited to just get it out there and spread the word that they don’t pause and look at what they’ve written through the eyes of the person on the receiving end. What this means is that, often times, you have something that’s fabulously unclear.
This is about you and your friends and colleagues. The ones who love you and want to see you succeed. This is about bringing more beauty and ease to their lives and not draining away their minutes and hours with confusion and annoyance.
Out of friendship and good will people will give you their attention once or twice. But, if you keep being fuzzy, then they will resent it.
Because they love you.
They care about you.
They think you’re amazing and they want to support you but they have no idea what the hell you’re doing.
It’s a frustrating place to be in. They open your emails hoping for something they’ll understand enough to put their encouragement behind, only to be lost in a sea of words. Sure, there’s a link they could click, but, after years of this, they’re not convinced it will be any clearer. They’ll open your emails out of love for you but soon they’re opening them out of a sense of guilt and obligation. Or they’re ignoring them. Or, possibly worse, they’re putting smiling faces and ‘Congrats!’ on your Facebook posts because they love you. What they’re not telling you is that they never clicked the link and they actually have no idea what you do.
Writing a good headline or email subject line isn’t about selling people. Writing good copy isn’t about selling people. It’s about being as clear as you humanly can about what this is and isn’t and who it’s for and who it’s not for. It’s about cutting to the chase as quickly, artfully and clearly as possible. When you don’t take the time to articulate what you do well, that shows me is that you don’t see to care enough about me to take the time to make things clear.
Please don’t waste their time.
Please don’t make them fight to understand what you’re up to. Please don’t confuse them. Please don’t use the leverage of their love for you against them as they spend so much of their precious time trying to sort through the confusion of what you do to understand. And, please don’t take it personally or be offended when they candidly tell you that they are confused by what you do. The truth: they love you and they are trying to give you the gift of their candour which most of your friends aren’t. They love you so much that they are willing to risk the friendship to support the friend. And know that people have their limit of how much ‘fuzziness’ they’re willing to accept from you.
Eventually you will be ignored. People won’t even bother to read the subject lines of your email. They won’t even look at what you tagged them in on Facebook or Twitter. And the whole time they’re ignoring it they are frustrated because they want to help you and feel guilty for not being more supportive but they don’t trust you to respect their time. It’s an awful place to put people. I’ve been put in this situation more times that I wish I had. Eventually that resentment towards you will build into frustration.
Don’t highjack their love.
Writing good sales copy is an act of love and respect for the time and emotional well being of others. Taking the time to write thoughtful copy is an act of kindness. It is consideration. A good sales letter is a pleasure to read. If you claim to love your friends and those on your list, be clear with them. Don’t waste their time. Don’t highjack their love.
I deal with this all the time. Colleagues whose promo stuff is so terrible. It is such shit. It’s the worst. Like they couldn’t be bothered to actually craft something. No. They send me their rough draft. They send me some vague pile of words to figure out and so they are saying, in essence, ‘your time is less valuable than mine’.
Don’t waste my time.
One of my colleagues expressed this to me a few weeks ago, “I recently asked a few people to to give me a bullet point about their business so that I could include them on an email newsletter I am sending to my list that is highlighting other people’s amazing work (just for the hell of it bc their work is awesome). My clients all followed directions. The two friends who I wanted to include both sent me vague responses so it felt doubly unrespectful because I was actually offering to promote them. There’s no way I’m putting other people’s vagueness out there.”
“You mugged me with words.”
As I wrote this blog post I recalled some words Derrick Jensen had written in his book Walking on Water. He speaks of receiving a critique from an elder storyteller Milbre Burch.
At one point I used the wrong word to describe something – I called a trowel a spade – and when she corrected me I said (the forty-two-year-old me is horrified to remember these words come out of the twenty-six-year-old me’s mouth), ‘It’s just a word.’
‘Just a word,’ she replied. ‘No. You mugged me, as surely as if you had taken my wallet. You mugged me with words, stole a moment of my life. Every time you’re on stage, or every time you write something for someone else to read, all the people in the audience, all the people who read your writing, are giving you the honour of time they could be spending elsewhere. You are responsible for every second they give you. You need to give them gifts – including the truth as you understand it to be – commensurate with that every moment.’
Cut to the chase.
If you’re interested in a woman, tell her and ask her out on a date. Don’t lie about your interest or attraction. If she’s not interested, she’ll tell you. And that’s fine. They’ll be grateful for you not wasting their time.
If you’re with an MLM company, don’t feign friendship with people to seduce them into your pitch. Tell them you have a business proposition for them and could you have five minutes of their time to give them the pitch? They’ll be grateful for you not wasting their time.
If you meet a funder whose financial support you want, tell him that. Say, “Can I bend your ear for 60 seconds about a project we’re working on that I think you might want to fund?” They’ll be so grateful and almost always say yes. They’ll be grateful for you not wasting their time.
Who came to who?
Remember, you came to me for support not the other way around. I didn’t approach you curious if I could spread the word on your project. You came to me.
If you are approaching someone, the central question in your mind must be, “How can I make this all as clear, quick, easy and worthwhile for them as possible?” You’re in their house. You are a guest. Don’t waste their time.
Now, if you’re doing what you do and not reaching out to anyone and people are just stumbling across your work then be as fuzzy as you want. Whatever. I don’t care. Maybe people will get it and love you. If they complain about how fuzzy you are, tell them to go to hell. It’s your life. Do what you want.
But if you come to them? That kind of laziness and fuzziness will not fly.
And remember, the bigger a hub they are, the busier they are, the more thought you’ll need to put into this. If you blow it with a major hub once you might not get a second chance.
And, this is so important: If you’ve been fuzzy for a while, expect people to be extra touchy and critical. That’s the price you pay for having wasted their time before. There’s an old adage. It says, “the confused mind says ‘no'”. And I am coming to see the deeper levels of this. At first it says ‘no’ gently but eventually that ‘no’ becomes more and more assertive.
And please know this, the greatest pain of someone who is well connected is not having enough time to help everyone they want to help. The more connected and respected you become, the more skills you gain, the more you realize that you can help more people. But you don’t have the time or energy to help everyone. So you have to choose because, soon enough, people start sending you emails, texts and Facebook messages all wanting ‘just five minutes of your time’ or wondering if they couldn’t pick your brain for a bit or if you might know someone who does a certain thing or direct them on who to talk to. And, as a hub, it’s one of your greatest pleasures to be able to help these people and save them hours if not years of frustration. But it’s overwhelming and helpless making too.
So, when you come to them with your fuzziness, you make them feel even more helpless than they already do. And the amount of time and energy they have to spend trying to understand your request takes directly away from the time they have to help others. Don’t think for a second that any of us have limitless amounts of mental focus to spare.
So, if you consistently get feedback that your work is fuzzy, please take it to heart and get help.
Don’t blame the world for not getting you. Don’t blame your colleagues for being frustrated in their desire to help you. Don’t blame your friends for resenting the time they keep investing in reading your work only to find out, after far too much time spent, that it’s not a fit.
To be crystal clear: I have the choice of whether or not to read or respond to things people send me. That’s the truth. Their fuzziness is not my burden unless I make it so. But, because I love these people, I do open the emails and it means the world to me to feel like they’ve done everything they can to make it as clear as possible.
But, most of all, don’t blame yourself either.
Again, there’s no shame in fuzziness. There’s no shame in not hitting a bullseye every time.
But there is some shame in not learning from it when it happens and bringing a rigour to your clarity.
Getting clear about what you do, how you do it and for whom you do is one of the hardest things you will ever do in business. If you struggle with it, you aren’t alone. This is the heavy lifting in business that many avoid and most don’t even know is there for them to do.
And the chances are that whatever education you got in doing what you do now did not include the marketing of that thing. Chances are that you didn’t go through a formal apprenticeship training with an elder that would have you be ready to speak with immense clarity about what you do and with a village of people to take care of who would take care of you too. You are likely self taught in marketing and find it an uneasy proposition at the best of times. You’re in a toxic economic system and may have been promised six figures fast by someone who should have known better and there’s a chance this has left you feeling desperate. So, this is bigger than you. It’s not you.
It’s not your fault that your work may yet be fuzzier than you want. If you’re fuzzy there’s a good chance you’re still at Stage One of your business’ growth. And that’s a beautiful place to be, if you know that you’re there. No one minds someone at Stage One. But they do mind people at Stage One walking around with Stage Four swagger. If you’re just starting, you’re going to need to experiment and try a lot of things to see what works for you. And, while you’re experimenting, it means you’re going to be learning on other people’s backs in the same ways that we all grow up in front of each other in community. There’s no avoiding it and there’s nothing wrong with it.
You’ll be forgiven for fuzziness, but you might not be forgiven for laziness.
Just be mindful that it is costing people something to mentor you. And don’t expect the mentorship. Don’t bring your entitlement there. If you get the gift of someone’s candour and encouragement… it’s a wonderful thing. I enjoy mentoring people. I love the work that I do. But when people send me something fuzzy, despite my attempts to let them know how fuzzy it is, it’s as if they’re asking me to work for free. Some people seem willfully fuzzy. They resist figuring out their niche and yet keep asking for help having no idea the burden this is for those who care about them. And they have no idea how many others there are out there like them who they are now being lumped in with.
Work to be better.
If someone comes to me with something nebulous and I tell them it’s to vague to share and they work hard and bring back something finer and clearer, I feel good in my heart and happy to help them.
You could do a lot worse than approaching this all with a humble spirit.
If you’re getting feedback that you’re confusing people, it’s okay. It might take a while to get there but you’ll get there – if you make it a priority and focus on it.
What you might do to get more clear.
Consider asking friends for feedback before putting it out officially.
Consider posting it on Facebook and inviting people’s candid commentary before approaching a hub with it.
Consider hiring a copywriter to look at it if it’s an important piece for your business.
Consider learning about how to write a good sales letter. Consider learning how to create a compelling and clear package.
You can get clearer more quickly than you might think possible.
Before sending an email to someone important, consider what it is you want them to do. Is the email as clear as it could be? Is it direct and to the point?
If you have an important meeting, really think through what you want to cover with them and how it can be of use to them.
Right now you may not be clear but make sure you take the advice or Ira Glass in this video.
Suggested Resources for the DeFuzzification of Your Business:
The Classy Cold Approach: How to approach hubs in a direct and respectful way.
The Niching Nest: my book on how to figure out your niche.
Hey! Nice Package: How to develop packages of your products and services that people actually want to buy.
Selling Sweetly: How to write a sales page with sweetness.