One word you might see a lot today regarding business culture and marketing is authenticity – defined as something or someone “entitled to acceptance as authoritative, genuine, true or correct.”
You may also hear a lot about the term personalization — defined as “to render personal rather than impersonal or purely professional, to make or alter so as to meet individual needs, inclinations or specifications.”
This is the preferred approach to service delivery. Be a professional who is authentic and who personalizes the experience for every client. Perhaps it always has been this way, which is why professionals are in a great position to deliver what today’s clients expect.
Here is the challenge: with limited time, how do you create that personal and authentic experience for every client — and, just as importantly, every potential client whom you haven’t met yet?
In reality, it’s a people challenge and a technology challenge.
Why Digital Marketing Matters
Qualified potential clients usually want to interact with your firm or organization online first. They will gather a sense of what your firm cares about and represents through your website, bios, social media profiles and your public relations. It’s not just about the messaging. It’s also about how easy they can navigate your site and find up-to-date social posts about issues they care about.
On social media, people respond much more frequently and positively to a post about someone winning an award or working a booth at a tradeshow (with a photo or video!) than they do to a news item or a link to the firm’s services.
Also, if your posts include real people, then real people will respond to it! See the difference in these two posts — one about a new employee and one linking to a blog post.
If your articles include real stories about how other clients navigated a common problem, then your key points will hit home much faster than if you simply state the problem and the solution.
For example, we were working with a client that wanted to reach out more personally to prospects, but didn’t have time to meet with each prospect in person right away. To get more responses, we suggested using the personal touch of “virtual coffee” by sending a coffee gift card by mail. The invitation to prospects — using their first name and personalizing the message — was much warmer than a generic email or postcard, and our client actually heard back from people!
How to Create Personal Client Experiences
In the same way, your firm’s online presence has to be deeply personal and rooted in what your firm is at its core. When prospects see consistent messages from your firm that reflect a set of values resonant through all levels of what you actually deliver, it builds trust and makes them want to work with you.
What are your values? It’s not services, quality and years of knowledge. Authenticity requires an emotional and human connection that builds trust. Have you looked at your firm’s values and brand loyalty lately?
Try these ideas as a way to personalize your firm’s values and experiences with clients and potential clients.
- Explore your organization’s core values. As a different type of marketing exercise, come up with a list of cars, celebrities or songs that are distinctly a bad fit. Now talk about why they don’t fit your organization. In the negatives, you’ll learn a lot about who you really are and why you’re different from your competitors.
- Repeat great client experiences. Use a great client as a composite profile of more clients you would like to attract. Identify why the relationship works so well. Interview them about ways that you have built trust and personalized the relationship. Practice those skills with prospects and other clients. Just asking these questions can build more trust with your clients.
- Be human. Clients and prospects are looking for a way to connect. Take photos of fun times or “real” times with your team and share them. Celebrate new babies or anniversaries. Send a card if a client is sick. Stop the shop talk if you sense that your client needs someone to just listen.
This process of blending professional aspects of your business with personalization may not be easy at first. It requires being a bit vulnerable and less focused on the work sometimes. But in a service-based business, people care just as much about how you make them feel as they do about how you help them succeed.