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Selecting the right presenters can make or break your event.
The good ones see themselves as part of the larger team, and will share their wealth of experience to insure your overall success. The bad ones see themselves as the star-of-the-show, with little consideration for the needs of other (often non-professional) speakers on the program. Use these 10 guidelines to screen the mountain of material that your speakers or their bureaus will send you.
Content
A professional speaker should engage, educate, motivate, and entertain, and in that order of priority. Unless this event changes your peoples’ behavior in some measurable way, you’re wasting their time and your money. New skills, new information, and new insights produce new customers, new sales, and increased profits.
Authority
Wouldn’t you rather take advice from a published expert, who has invested the time and effort to thoroughly research their field and write a book, or two, or three? Ask for autographed copies. And beware of vanity press imprints. If a major New York house published their books, you know they’re the real deal.
Originality
Beginners often pirate others’ examples and content, sometimes even telling a story as if it had actually happened to them. I recently heard a meeting planner complain, “If I hear one more cliché out of this guy I will scream.” If you’ve heard it before, so have your people.
Delivery
Are you looking for an academic expert (who may put your people to sleep) or a stand-up comic (whose act could play a nightclub)? Don’t settle. Look for a pro who can engage AND entertain, delivering powerful content with passion and pizzazz. After all, you want your people to remember the point, not just the punch line.
Customization
If a speaker is going to presume to tell you how to run your business better, they better understand your business. Select a speaker who will take a personal interest in your industry, your company, and your people. Will they visit your office, review your collateral material, shop your competition, or spend a day riding with your salespeople? Will they fly in early to attend the whole conference? An outsider’s insight may prove priceless. A real pro is a quick study, and will customize until they sound like they’re from home office.
Certification
There are two conferred by the National Speakers Association: the Certified Speaking Professional (CSP) and the Council of Peers Award of Excellence (CPAE). The CPAE is an honorary designation, a lifetime achievement award, while the CSP requires a minimum of 250 presentations over a five-year period, for at least 100 different clients, at a substantial minimum fee, and must be renewed every five years. The CSP is your assurance of the highest standards of professionalism and excellence. An elite group of veterans hold both.
Technical Mastery
The days when a speaker could stand behind a podium and just read from notes are long gone. Top pros supercharge their speeches with multiple multi-media: computer animation, upbeat music, sound effects and video. And they bring their own computers, projectors and microphones. (BTW, this can save you a bundle!) After all, when take your car to a mechanic, don’t you expect them to use their own tools?
Access
Does a live person answer the phone when you call? Successful speakers travel constantly, but are always accessible through their staff. They use cell phones, voice-mail and e-mail to keep in touch. The real pros check both at least twice a day, and respond promptly, personally.
Video
They did include a video didn’t they? The pros all have at least one; or two, or more. Ask for the what-you-see-is-what-you-get version, shot live, unedited (except perhaps for opening trailers). And while the WYSIWYG take may be technically flawed, anyone can look good in front of a studio full of friends.
Audition
Are they coming to your area? The pros get around, and will gladly arrange for you to sit in. If that’s not an option, interview them by phone. Think of it as a live one-on-one audition. Ask them to advise you on a particular challenge or business issue, then ask yourself, “Does this sound like the kind of advice we want our people to hear?”
References
You should never have to ask for them. A professional will automatically include them in the press kit, along with a client list and multiple testimonials. Read the letters. Look at the dates; are they current? Check references on their LinkedIn profile as well. Then call at least two.
Deliverables
What will your people take away to help them recall and implement what they’ve heard? Can your speaker provide a textbook, a workbook, a cassette or two, an action list, a checklist, a laminated wallet card, or a free web e-zine. Some of these “extras” should be included in the fee. Can they post their handouts and PowerPoint slides on a web site for download? Ask. These minor extras add major impact and multiply the take-home value of the message.
Fees
Worry less on what the speaker will charge; worry more on what your people will get. Does the fee include pre-event consultation, research, customization, travel time, travel expenses, handouts, workbooks, AV equipment, pens, markers or other supplies? A bad program is no bargain. If you’re investing half a million dollars to host a conference, you can’t afford a dud.
On the other hand, most pros will leverage their preparation by doing multiple programs. Stretch your speaker budget by asking for combined fees for a keynote, plus multiple breakout sessions, VIP receptions, panel discussions, etc.
What About the Ethics?
In response to the last blog on Guerrilla Trade Show Selling, Holly Wilner, Founder at Trade-a-Date Singles Events, responded:
“Yes good stuff [on how to take advantage of a trade show opportunity] …although my boyfriend, a journalist for over 30 years got a little indignant about someone falsely posing as one, which may actually come back to bite the poser…but if he comes through with the article, then I guess hes met his obligation.”
The best description of a journalist that I’ve ever heard: “We observe. And take notes.”
Hey, don’t get me wrong. I never advocated “posing.” I assumed that my colleague, who is a fellow professional speaker, has the necessary command of language to write a great story (or at least the financial resources to have someone ghost it.) And I absolutely re-iterate, you must deliver the goods, or you won’t be asking the right questions or documenting the right answers. If you approach it with the wrong intent, it simply won’t work.
More powerful than any brochure you could send about your product, a tear sheet from the magazine featuring a quote from the CEO is the most powerful door opening weapon in the guerrilla arsenal.
If you have ANY qualms about the ethics of this approach, I recommend full-disclosure. “This is my first assignment. I’m brand new at this. In my day job I work for . . . ”
And by ALL means, ask your editor to coach you. Ask IN ADVANCE what they expect the word count to be, and if there is any special slant or angle on the story they’d like you to take. Editors always give me my best ideas for articles. Ask them to e-mail you their “editorial guidelines” which will serve as a cook-book for their book. Rustle up some past issues at the library or on line to get a feel for the form and format
This approach is based on the Guerrilla Selling principle of “Investment.” Give first. You are giving the magazine and its readers new information and insight; you are giving the companies you interview publicity for their products. You benefit by building relationships with potential customers. Everybody wins.
The expertise you gain in the process will very quickly make you an industry expert, as well as a legitimate journalist.
Don’t Get Caught Suitcasing
Paul Wesseling, owner of Aktivia BV, www.co2-meter.com, asked this question of the Guerrilla Marketing Tips for Small Business discussion group on LinkedIn:
“Does anyone have out-of-the-box suggestions to present a product on a child nursery trade fair without being one of the official participants or stand holders? The product regards indoor air quality. Was thinking of joining a participant in their stand, but am trying to be more creative “
OK, let’s get REALLY guerrilla
Call around to the editors of several child- or family-oriented magazines, and introduce yourself as a free-lance writer. Ask if you can submit a “roundup” article, “on-spec” (which means that you don’t expect to get paid for it, and they only publish it if it’s good) reviewing this particular show. Any editor in his right mind will say, “Sure. Knock yourself out.”
As soon as you have a “yes,” from an editor, contact the show management to obtain a PRESS badge. Explain that you are “covering the trade show for ________ magazine.” There may be a nominal fee, but it will be far LESS than an exhibitor badge or booth space. Most trade shows actually WELCOME the press. As a bonus, a PRESS badge will usually get you into all the general sessions, seminars, receptions and parties as well.
The only sales collateral you’ll need are some simple, elegant business cards that list JUST your name, phone and e-mail. You won’t need a lot of them, but they should be of the very highest quality. The sort of card you’d expect to get from an attorney.
Then, arrive at the show dressed in your most professional business attire, carrying a small MP3 recorder and a black leather legal-pad folio. Look for exhibitors who could potentially be a good match to carry your product, then DON’T SELL IT TO THEM. In fact, don’t mention it at all. Not to anyone.
Instead, go out on the floor early and late when traffic is slow, and approach each targeted exhibitor. Ask if you can interview them for your article. People who wouldn’t give you the time of day as a salesperson will GLADLY give you an hour as a journalist. Make appointments with the top officers if possible, but stay out of their way when the show floor is busy. You don’t want to take them away from their true mission.
Start the interview with general questions, “Your name? Your title? How did you get into this business? Tell me about your product lines? What sort of customers do you sell to? What does your distribution channel look like. Which are your most successful products? What TRENDS do you see affecting your business in the future?” Your questions, of course, are going to indirectly QUALIFY or DIS-qualify them as a prospective customer for your product.
Now, NOBODY can accuse you of “suitcasing” (the less-than-polite term for reverse selling on a trade show floor that would get you thrown out on the street). But you WILL be able to identify several PRIME prospects. Your mission is to collect high-quality leads and build high-level relationships.
IMMEDIATELY after the show, send them a THANK YOU note. And within 48 hours of THAT, follow up with a sales call. “You know, based on what you told me during our conversation at the show, you may have an interest in my _________ product.”
Finally, write the article, summarizing trends that you saw at the show, and submit it for publication. You MUST follow through on this step to maintain your personal integrity. If the publication actually PRINTS your piece, that’s icing on the cake. Send a copy to every vendor you interviewed.
For many, many more no-cost ideas for effective selling at trade shows, read Guerrilla Trade Show Selling (he says, inserting a shameless plug for his book).
How to Lose a Loyal Customer in 12 Seconds
This weekend I traveled with Denise to New Orleans to speak at the City & Regional Magazine Association conference. I was doing break-out sessions on Guerrilla Selling and Guerrilla Marketing with Social Media.
We were nearly next in line to check our bag when a burly ticket agent turned on the crowd and barked, “WHO’S BAG IS THIS?!”
“Mine,” I said, sheepishly raising my hand. I had scooted it under the queuing strap so as not have to carry it an extra 20 feet, and was standing less than 6 feet away.
“YOU HAVE TO ATTEND YOUR BAGGAGE AT ALL TIMES!” he shouted. I was like, SO busted.
“I AM attending it,” I pleaded. “I’m standing RIGHT HERE!” demonstrating that I could almost touch it.
He shouted like a marine drill sergeant, “YOU HAVE TO BE WITHIN ARM’S LENGTH OF YOUR BAG AT ALL TIMES!”
“OK, Ok, ok . . . “ I muttered as I slinked forward in line, cutting ahead of four other people to hover, humiliated, over my bag for the next 12 seconds.
Keep in mind that I have enough frequent flier miles on United Airlines to qualify for the next Space Shuttle. They have always been gracious, accommodating and helpful. That’s why they’ve been my favorite airline for two decades. And I concede that I was breaking the rule, but a little courtesy would have gone a long way. Anyway, I love this airline so much that I can over-look one rules-happy power-crazed ticket agent who’s having a bad day.
The topper came when we arrived in New Orleans. We were waiting by the baggage carousel when Denise realized she had left her purse on board. She dashed back to retrieve it, and was stopped at the concourse security desk (of course). A call was made and within minutes a friendly United representative returned with her purse. So far, they’re 1 and 1.
In the cab she discovered that her cash was gone. We called. We got transferred. We got a lecture about how, “We’re not responsible for lost items.” Of course, that wasn’t the point. We assumed SOMEONE would share our concern that one of their employees was stealing. Seems no one at United was even interested. So we shrugged it off and didn’t let it ruin our day. It was only a hundred bucks.
But it DID ruin a twenty-year relationship. United has just joined Northwest and Air France on my “Do not fly” list. How can you trust them with your life if you can’t trust them with a purse?
Guerrilla marketers spend years and years and millions of dollars building customer loyalty. Everyone in your organization can do everything exactly right in thousands of transactions spanning decades. Even so, a single moment of carelessness, impatience, or greed can destroy it all. And you know what? It didn’t surprise me that someone took the money. People are desperate. The disappointment was that we cared more about United Airlines’ security problem than they did.
Never make your customers feel wrong or stupid, even when they are. Good manners are simply good business. Make certain that your commitment to your customers is demonstrated at EVERY touchpoint, EVERY time, and that EVEY customer experience is CONSISTENT across the board. And when there is a problem, give it your undivided attention, whether you mean to fix it or not.
–Orvel Ray
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