Service Marketing Secret
- 1. The Secret of Service Marketing James L. Horton It was years ago, but I haven’t forgotten what opinion, and no one to forge agreement. a managing partner of an accounting firm said Indians who do the work are left confused and to me. We had been asked to audit the laboring at cross-purposes. When a partner marketing PR of the firm’s New York office refuses to subscribe to a strategic marketing and to recommend a plan. The office had two program or unilaterally changes direction, PR people who answered press queries when activities stall and/or lose effectiveness. they came in, arranged events and wrote Consistency of application and persistence releases. Its marketing head was an disappear. A successful professional with a accountant who didn’t know what to do, and thriving practice can dominate an office and there was no plan. Professionals spent overshadow other disciplines. hundreds of thousands of dollars annually printing brochures to market their practices Partners don’t know marketing and PR, even then left them in closets. Inefficiency was if they work with clients on marketing issues. everywhere: Treatment of marketing and PR A lawyer may advise on licensing, but not staff was a step above sub-human. know how to run a licensing program. A consultant may know the market demand for a When I told the managing partner that his product or service but not know how to build office could fund a proper marketing PR and fill the need. An accountant auditing program just by managing expenditures on books of a marketing firm understands brochures, the partner dismissed me with the numbers but not the activities that produced words, “As long as they keep revenues them. An executive recruiter may know growing 15 percent a year, I don’t care what marketing executives in an industry but not they do.” That ended the job. It also what they do. Marketing is not a primary job illustrates why service marketing in for partners even though they bring in new professional firms is hard. Service firm business. Some partners sell and discover a marketing departments are often production talent for it: Others will not try. There is a units with little regard to strategy. PR is hit- reason that professionals who are good at and-miss depending on the interest of bringing in new business are called individual partners. Some practices do well: “rainmakers.” others sputter. Fiefdoms are everywhere and cooperation absent. The structure of a service firm also affects marketing and PR programs. Frequently, The secret of service firm marketing is no service firms are in many businesses, and mystery. Successful service marketing takes there is little cohesion among them. This is commitment and consistency, but they are especially true in consulting, where disciplines hard to achieve. Firms such as accountants, often have no relation to one another and no lawyers, consultants and executive recruiters common customer set. While consulting fail to commit to consistent marketing. Some professionals might nod toward an are structural and some annoyances, but the overarching theme or message, they cannot result is that service marketing fails more relate it to business they generate in this often than it succeeds. practice with these clients. Moreover, because there are many businesses, over- Barriers arching themes are often vague and have little Partnerships are inimical to marketing and meaning. (These are paeans such as “We PR. There are many chiefs, each with an hire the best and brightest,” or “Our solutions 1
- 2. work,” or “We are a global firm.”) Marketing soars. Unfortunately, service marketing is and PR programs trumpeting such themes are most effective when continuous rather than often noise and not orchestration. sporadic. When a firm has a continuous and consistent message in the marketplace, A third reason for a failure to commit to sooner or later, it becomes identified with the marketing and PR programs is the nature of message, which makes relationship selling service firm selling. Service marketing is easier. Clients and prospects know what to relationship driven. It is individuals you know expect and can winnow candidates for a job and who know you and respect your skills. before contacting firms. One need never “market” in the sense of buying ads or doing PR as long as one is A final reason service firms fail to commit to known by key customers and prospects. marketing and PR programs is time. Time is Many firms have avoided making a public money: One sells personal time to clients. name for themselves and successfully built Time spent in marketing is time taken from business in the shadows. Their professionals producing revenue. If there is choice between are closely connected to business and political spending time in marketing and spending time leaders: They get access that others envy. earning revenue, service professionals Marketing is reserved for firms without access choose revenue. Especially in law firms, but with a need to sell services. But even in professionals are evaluated on the hours they this case, marketing and PR supplement bill and slippage is a cause for discussion. relationship selling: They do not supplant it. Associates and partners often put in 12 hours Marketing programs raise awareness of the a day six days a week and do marketing and work a firm does and the expertise of its PR on top of that. It is little wonder marketing practitioners, but that is all. Sales come from and PR are slighted. partners working with prospects or clients. The Secret Sales to prospects and clients are most often Commitment and consistency to service through response to Requests for Proposals marketing do not require swinging for home (RFPs) sent by clients and prospects. RFPs runs with a high strikeout average. It is often require a great deal of time to prepare. punching singles, occasional doubles and RFP submissions can be thick binders filled triples and perhaps, once a season, a home with relevant, and sometimes irrelevant run. Presence over a prolonged period materials to convince a prospect that a firm establishes one as an expert more than can do the job. One RFP can take dozens of brilliant insight or salesmanship. Few people hours to assemble even if most of the material ever have earth-shaking insights and those exists in template form. Time spent preparing who do usually cannot sustain deep thinking RFPs often comes straight out of marketing for prolonged periods. “Star players” who and PR programs. The problem with this is bring home giant projects are rare, and they that time spent on developing an RFP for one burn out quickly. Committed and consistent prospect is time taken from raising the service, counsel and marketing establish one awareness of the firm among many prospects. for the long term. Marketing and PR help sustain the flow of RFPs. Service businesses are often shortsighted about consistency, and there is a reason for Yet another reason for a failure to commit to myopia. One big account can sop a firm’s marketing and PR programs is inconsistency. billable hours quickly, and one big account is It is not unusual in service firms to have a usually easier to administer than many small level of marketing activity that is the inverse of ones. But, the percentage of big-account wins billable hours. When a firm is busy, marketing is low. And, big accounts can extract steep slack offs and even, disappears. When a firm rate cuts as a condition of staying put, or they is in a slump, time devoted to marketing go away before a service firm can recover the 2
- 3. investment in winning the business. In the available in service-marketing departments. worst-case scenario, they do both. They Professionals, not wanting to spend the extract deep rate cuts and go away quickly money, use marketers who are good in anyway. tactics, such as sales brochure and video development, but not in the service business The question is how to establish consistency itself. Writers who understand a business in an inconsistent environment. One answer discipline and can write about it in depth are is to accept the environment as it is. Learn to rare, expensive and often in consulting adapt. There have been many attempts to themselves. Hence, marketing ends in a change how service businesses and service stalemate. Marketers want to help but don’t professionals market. Few are successful. know how, and professionals want help but Nattering at professionals to pay attention to are not convinced they can get it. marketing, endless marketing meetings, numerous marketing plans all go down in time One way to avoid the stalemate and to as useless expense producing little revenue or achieve consistency is to ration the use of earnings. Advertising and promotion expensive talent. Start by developing one programs that avoid input from service event/study that defines a firm and/or practice. professionals increase awareness but just as Use this event/study to gain recognition that often add to noise. (Professionals view them can be solidified throughout the year in little with suspicion as well.) But, it is events, articles and interviews. The key to an understandable why marketers resort to event/study is to find something that the advertising and promotion. They give up marketplace needs to know but doesn’t or trying to herd professionals into marketing. would like to do, but isn’t. This requires Giving up doesn’t solve the marketing research into what competitors have done or problem: It papers it over with largely are doing. With the Internet, it is easier to unproductive media. track what is being said in an industry and to generate ideas that can advance industry The secret of consistency is to develop knowledge. Expensive talent performs initial programs that fit a service professional’s work, research, generates useful ideas and schedules and culture and gain the implements one or a few over a period of professional’s commitment. This requires years until the study/event are established. A analyzing an individual’s business and study/event turns into a positioning vehicle behavior to find things the professional can when prospects and clients start asking for it implement regularly with minimal impact on regularly. billable hours. The downside to this approach is that in any Simple programs are best. Simplicity is the competitive marketplace, high-profile studies, time it takes to complete a marketing cycle such as compensation surveys, have been and the amount of work required from a taken and often are the subject of copycat professional. Ideally, both are close to zero. surveys. It requires adroit use of a firm’s Simple programs place nearly all production intellectual capital to find a different approach. into staff supporting the professional. The The greatest value is usually found in what a professional audits what is being done and firm does day-in and day-out. (Use existing provides approval. This is especially true of intellectual capital first before creating new writing. Professionals rarely have time to intellectual capital.) If clients pay the firm to write articles that position themselves and perform studies, what is the information that their practices at the leading edge of their clients are most interested in and why? How industries. It takes individuals below the can the firm exploit the information it produces professional to turn the professional’s insights without giving away proprietary data? into copy. The downside to this approach is Intellectual capital is an integral part of service that skilled support staff are often not marketing and should be an annually 3
- 4. renewable product targeted sharply to practices. Avoid one-off essays and studies Working a room is hard work: Some are good that waste time. Concentrate on longitudinal at it and some not. Professionals who can do studies and build a franchise with the media, it should be assigned to meet specific guests prospects and clients. not otherwise covered by professional staff. This means breaking down a guest list in A downside to one event is that in a advance with assignments to each competitive marketplace, high-profile events professional. Some will rebel against this, and have been taken. Industry trade shows, they should be asked to learn more about conferences, golf and tennis outings, box clients they serve. But, one should not be seats for football and baseball, awards surprised that some professionals cannot, or dinners are common and often viewed by will not, even do that. clients and prospects as little more than giveaways. Finding or developing an event The challenge of learning about clients is what with the right mix of positioning and cachet to do with the marketing data to maintain takes hard work. The AT&T Pebble Beach consistent communications. Professionals Open is an event, which consistently draws often carry vital details about clients in their clients year after year, as well as The Ryder heads or in their Personal Digital Assistants. Cup matches every two years. Both existed The details never reach a central source before corporate sponsors associated where it can be put to use. While service themselves with them. Unfortunately, they are firms have improved in discovering and expensive. Only the largest firms can invest centralizing information about clients and the millions required. Smaller firms need prospects, database systems need care and creative solutions that seize opportunities maintenance. That is not a job for likely to grow in recognition. professionals. They’re too busy. Some service firms leave this task to professionals As a rule of thumb, it is better to fund one big anyway and suffer the consequences of event than many smaller ones, each of which inconsistent and incomplete lists of clients and wastes resources in planning and execution. prospects, sporadic and dated information and However, some clients don’t like sports or duplication of names from one professional to theater or waterside parties. Choosing what the next. Customer relationship management to do begins with finding things that clients systems are available for service firms and and prospects are eager to attend. It is not even if they are used for the lowest common easy and it may take the help of a consultant. denominator, list management, they are better It is also important to remember that events than misdirected communications and are for clients and not professionals who tend mailings that waste marketing budgets. to pick events they want to attend. Also for consistency sake, it is better to take Events are opportunities to deepen materials distribution duties away from relationships with clients and prospects. They professionals. They don’t know how to do it should not be giveaways or perquisites, nor and they often do a bad job. Marketing should should clients or others attend an event prepare mailings: Professionals should sign unaccompanied by a professional. It is in an letters and/or scribble notes and no more. In informal environment that one often gains the best of all cases, the professionals pre- insights into a client or prospect that facilitates approve a letter that is sent for them with the sale of new business or deepening of notice to the professional that it was done. existing business. Insights are often chance Marketing also should handle response to or off-hand remarks that shine light on an communications unless there is a request for issue about which the service professional is a visit or presentation that involves a unaware. This is why it is important to “work professional. Routing this kind of the room” at events. communication through a central source can 4
- 5. be risky when marketing is bureaucratic and and refresh content because web sites age out of touch with professionals on a day-to- quickly. A service firm, even of modest size, day basis. It requires vigilance to maintain should have a Web editor who builds and close contact with professionals. maintains a library of content that is aggressively merchandised to clients and Keeping professionals out of customer and media. A service firm should have questions prospect marketing contact is not the best way and answers about its areas of expertise that to operate but it is better than suffering are simple and clear explanations useful to marketing inconsistencies that plague service the media and others with contact information firms. Ideally, professionals should be for finding out more. interested and involved in marketing and supportive of marketers, but this is not always Another good way for service firms to produce the case. And, it is not uncommon that when consistent marketing is to maintain a professional is interested, the individual is relationships with professionals who leave the unskilled and naïve. (In fact, these individuals firm for corporate positions. Some firms are can prove more troublesome to marketers brilliant in building alumni networks: Other than professionals who discount marketing.) firms can’t get started. Depending on service professionals to get this job done rarely works. Web sites are a particular instance where Marketers should develop and send regular naïve professionals can do great damage to communications to alumni, to keep them marketing consistency. Some service firms updated on the firm’s activities and to open know what to do with the Web, but most don’t. doors for them to contact the firm for Many web sites are for recruiting only and not assistance. In fact, it is probably better if for marketing. They are exercises in fancy marketers do not depend on professionals to design, but empty of content and if they have inform them when someone has left. It should content, it is poorly structured and hard to find. be reported directly from the HR department, In fairness to service firms like the law, and it should be the marketer’s task to contact consulting, accounting and tax, there may be professionals to determine how an individual little one can offer on a Web site that is of use should be handled as an alumnus or alumna. to clients and prospects. On the other hand, newsletters that firms publish with updated Advertising and PR have roles in maintaining court decisions and tax advice could be consistent marketing. Advertising raises transferred easily to the Web with greater awareness of a firm’s name and can be timeliness and updating. Some firms have powerful if a firm has a compelling done this, and ultimately, all firms will probably differentiation. PR can raises awareness and go that way because it is better client service establishes a firm’s expertise. Both and less expensive. advertising and PR require access to a firm’s intellectual property in order to fashion it into What Web sites need most of all is a effective communications vehicles. marketing strategy that balances the needs of the service firm in content, structure and Most firms develop in-house experts as presentations. One part of the site could be resources for media, but it is not enough. The oriented to recruiting and a second part to experts must be willing to talk to the media clients and prospects with hyperlinks to and have something to say. Further, they common data such as the firm’s history and must say it well. Media training is an essential professional’s bios. Strategy should be element in establishing a PR program. consistent with the overall marketing thrust of Service marketers should not be surprised the firm, and it should allow for interactivity when their most knowledgeable professionals with clients and prospects that is mutually are the least articulate in media interviews. beneficial. Site updating should be the duty of Some cannot express themselves simply and a Web editor whose sole job it is to develop clearly: Others are adept. Here too, 5
- 6. marketers work with the talent they have. They may have little choice, especially when politics intrude. For example, an associate professional is excellent in interviews, but a senior professional won’t let the person speak. Summary The secret of service marketing is no secret at all. It is sticking with a process until one breaks through: It is commitment more than creativity. The job of PR practitioners and marketers is to find the processes that individuals are comfortable doing and to fit programs to them without dissipating overall strategy. This is difficult but achievable. It requires flexibility and firmness to adapt processes without compromising messages. Across-the-board consistency is achieved one professional at a time. One starts where he or she is allowed to begin and builds over a period of years. This resolves as well a bane of service marketing departments. They can become centralized units functioning autonomously out of view of professionals who don’t trust them. When marketers are out of sight, they are out of mind. Service marketers should remain in the line of sight of professionals they serve and attached to departments or practices where they see first- hand what works and what doesn’t. The marketing head coordinates their efforts –an easier job today, even with multi-office firms. Service marketing is like the old miner who ripped the heart out of a mountain with a pick and a mule. The miner’s secret was that he went to work everyday and did the same job over and over and over. ### Jim Horton, the founder of www.online- pr.com, has worked in service marketing for more than 20 years. 6