Acquiring a deep understanding of the target customer should not be short-changed — by anyone writing sales copy, at any time, for any purpose. As I was writing this edition of this book, I was writing copy for a long-time client, the Guthy-Renker Corporation, for their hugely successful Proactiv® brand of acne products. There are three different people to talk to about this — the teen sufferer, the teen's mom, and playing the odds, the adult female sufferer. This had me reading past and current issues of nearly a hundred magazines, including all the teen and preteen magazines, all the mom magazines, and all the women's magazines, having copious online research done for me, doing “conversational research” directly with people in all three groups, and even hiring a dozen freelance readers — teens, parents of teens, and young women — to critique my copy. Also, as I was writing this edition of this book, I began work on copy aimed at highly successful, professional financial and investment advisors, financial planners, and top-performing life insurance and annuities agents, which required a similar investment of time and energy in crawling inside their psyche, tribal language, daily experiences. Freelance writers worth their salt know they must do this sort of thing, and do. The danger for the business owner writing copy for himself and for his own business is ingrained assumption — encouraging shortcutting or altogether neglecting this step. The only sure way to keep your own accumulated but untested opinions and beliefs about your customers from sabotaging your sales letters is to start anew, from scratch, and to engage in getting to know the customers just as if you were arriving to write for them for the first time, with no foreknowledge.
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Figure Out Why They Won't Respond People are damned contrary creatures! You present them with a perfectly good offer and they still don't respond — why not? I think it was Yogi Berra who said something along the lines of, “When people don't want to come to the ballpark, there ain't nothing that can keep 'em from not coming.
I've spent thirty years working with the visualization techniques developed by Dr. Maxwell Maltz, author of the 30-million-copy best-seller Psycho-Cybernetics, and I use those techniques — like “Theater in Your Mind” — to visualize my letter's recipients as living, breathing, thinking, feeling, walking, talking human beings. I visualize their day's experience. How did it start out? What did they do when they first arrived at the office? Do they get their mail presorted? Opened? From an “in” basket? Hand-delivered? When do they get it? Where will they stand or sit when going through it? At that time, what else are they thinking about? Preoccupied with? What do they worry about, complain about, secretly wish for, enjoy? Through this stretch of my own imagination, I try to become one with the recipients of my letter, so I can anticipate their thoughts and reactions.
Money doesn’t have a conscience. It’s paper. That’s all it is. It’s just paper. It’s not significantly different than the paper that’s in your book. It’s green and it’s got some kind of woven crap in it so that, theoretically, we can’t counterfeit it. But it’s paper. It doesn’t know if you’re a priest or a pornographer. Look, it’s paper. That’s all it is. Nothing less. It’s just paper. It doesn’t have a conscience, it doesn’t know what you are, doesn’t know what you do, doesn’t care. It just moves around. That’s all.
Gimmicks too often fail. Saying something of genuine importance and interest to the recipient usually succeeds. You say it with a headline. Yes, I am well aware that advertising has headlines and letters generally do not. However, successful sales letters do. It can go above the salutation or between the salutation and the body copy. It can be typeset in big, bold type while the rest of the letter has a typewritten look. Or it can be put in a “Johnson box,” a device presumably named after an inventor named Johnson, that looks like the one in the letter in Exhibit #8. What your headline says and how it says it are absolutely critical. You might compare it to the door-to-door salesperson wedging a foot in the door, buying just enough time to deliver one or two sentences that will melt resistance, create interest, and elevate his or her status from annoying pest to welcome guest; you've got just about the same length of time, the same opportunity. Exhibit #8 Johnson Box September 12, 2005 Mr. Horace Buyer
President
ACME Co.
123 Business Street
City, State, Zip Dear Mr. Buyer: * * * * * * * * * * * * * * * * * * * * Your headline goes here. * * * * * * * * * * * * * * * * * * * * Body copy begins here and continues normal letter format.
One of the simplest ways to strengthen a headline is attachment of a Flag. The Flag is brief, as brief as a single word, stuck on the front of the headline, to reach out and grab the attention of certain specific prospects, by telegraphing that the message is specifically for them. This puts the “who is this for?” ahead of what is being advertised and sold. Here are examples of successful generic headlines with different kinds of flags attached. Headlines Before Attaching Flags Corns Gone in 5 Days or Money Back Guaranteed Weight Loss Up to 15 Pounds First 15 Days — With No Exercise How to Have Eager Prospects Calling and Begging for Next-Day Appointments 28 Days to Healthier Gums Headlines After Adding a Who-Is-This-For? Flag Waiters and Waitresses on Your Feet for Hours: Corns Gone In 5 Days or Money Back Disappointed Dieters: Guaranteed Weight Loss Up to 15 Pounds First 15 Days — with No Exercise Annuity Agents: How to Have Eager Prospects Calling and Begging for Next-Day Appointments Seniors: 28 Days to Healthier Gums Another form of flagging is to focus on the “ill to be cured” or “problem to be solved.” This is usually best done by posing a question, as in these examples: Same Headlines After Adding a Problem Flag Foot Pain? Corns Gone in 5 Days or Money Back Embarrassing Belly Bulge? Guaranteed Weight Loss Up to 15 Pounds First 15 Days — with No Exercise No One to Sell to? How to Have Eager Prospects Calling and Begging for Next-Day Appointments Blood on Your Toothbrush? 28 Days to Healthier Gums
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My “10 Smart Market Diagnosis and Profiling Questions” What keeps them awake at night, indigestion boiling up their esophagus, eyes open, staring at the ceiling? What are they afraid of? What are they angry about? Who are they angry at? What are their top three daily frustrations? What trends are occurring and will occur in their businesses or lives? What do they secretly, ardently desire most? Is there a built-in bias to the way they make decisions? (Example: engineers = exceptionally analytical) Do they have their own language? Who else is selling something similar to their product, and how? Who else has tried selling them something similar, and how has that effort failed?
Chiropractic: There are obviously a lot of different niches you could serve in this industry. But, let’s say for a moment that you serve the elderly demographic. You might think that they just want to be able to play a little more golf or keep up with their grandkids. Those things might be true and they’ll certainly admit to them. But if you go deeper, you’ll find that they want to be the envy of all of their friends who are falling apart. That’s the secret ego motivation that inspires them to find you. And further, they do NOT want to be put into a nursing home. That’s the secret fear that has them searching for you. Sell them abilities their friends don’t have and you’ll have them eating out of your hand.