Twitter to Users: ‘Get a (Social) Life!’

Hey Newman, enjoying the posts. What’s your take on Twitter?  -Mark in San Francisco

Twitter streams are overflowing with loud, unsolicited advertisements for all sorts of random stuff. And while I won’t begrudge someone for attempting to raise awareness about their e-book, that approach really misses the point.

What business people and trade show exhibitors don’t typically realize with Twitter is the potential for connection. Sure, it’s not the same as engaging someone face-to-face, but when are you going to be face-to-face with Demi Moore (@mrskutcher) or the CEO of Zappos (@Zappos) or the Chief Technology Officer at Cisco (@Padmasree). Even with a “connection” to Cisco, Padmasree Warrior wouldn’t take my call or respond to my e-mail. But Demi and Tony and Padmasree are actively involved in the Twitter community and responding to tweets—especially if they’re clever or funny or helpful.

This is the equivalent of getting invited to “that party” and having a chance to start a dialogue and charm influential people with your personality. More to that point, you wouldn’t walk into that VIP party and immediately say, “Here’s what I’m selling!”  They’d shun you instantly (if you didn’t get kicked out altogether). But through a genuine conversation, talk might turn to what you do, and that person or the company that person represents might very well recognize a need for your services.

Twitter “conversations” are just as relaxed. It’s fun and often silly, but you can get work done within this budding medium. It’s just important to remember that Twitter is inherently a social model, not a business one. The business comes later … just like in real life.

This holds true for the flipside of the equation, too. Recently, Zappos posted the following tweet:

http://twitpic.com/f4pqp – Coolest. Toilet Seat Cover. Ever. (Never thought I’d use those words together)”

The other day there was a message about cool outfits Zappos employees made out of duct tape. (http://bit.ly/4P3h) And while Tony Hsieh just seems like a genuinely cool guy to hang out with, what’s subtly happening is he’s building brand loyalty. After months of connecting with Tony, how much more likely will you be to log on for that next pair of shoes or stop by if you were to see a Zappos booth at a trade show?

That’s because if you were at a trade show and you knew that a close friend of yours had a booth, you would stop by. You wouldn’t just go to the trade show and blow off a friend. A regular common experience with another Twitter feed will foster that sense of fellowship—even if it’s a big corporation. That’s powerful stuff. Certainly much more powerful than 140 characters overtly trying to sell me something.

Do you have an industry-related question you’d like answered on “Hey Newman”? Send him an e-mail and get your inquiry answered on the blog.

Tags: brand loyalty, connection, human behavior, Twitter
Posted in Lead generation & follow up, Trade show news & trends, Trade shows & social media | 3 Comments »

Booth Staff Behavior Has a Huge Impact on Trade Show Success

Hey Newman, from one booth to the next I see vastly different protocols for booth staff. Do you have any basic guidance for how booth staffers conduct themselves? – Emily in San Francisco

Great question, Emily. A lot of booth staffers simply fail to apply fundamental rules of human behavior at trade shows. Two or three staffers will just stand around in a cluster talking to each other. That’s basically saying to a tradeshow attendee, “Don’t bother us; we’re busy.” Then, if an attendee actually gets close enough, the booth staffer says, “Do you have any questions?”

You wouldn’t engage a friend that way.

You would first make a comment relevant to the both of you. You know, make some conversation: “Did you watch the inauguration?” was a natural question I was asked in January. Or how about something simple like, “Are you staying at a hotel nearby?”… “Did you walk over?”… “Isn’t this weather amazing?” It doesn’t really matter so long as it feels human. Booth staff should first be in the business of finding a way into the middle of a conversation.

The best stories are the ones that start in the middle and circle their way back to the beginning, anyway. When you do that successfully at a trade show, you get the attendee “into the mix.”

Most booth staffers just don’t get that. The main problem is a lot of people who show up at trade shows to man booths don’t have the necessary skill sets. That’s why Magnet Productions ends up doing so much consulting and booth staff training. These folks need to understand appropriate and fruitful ways of approaching attendees.

When conducting a training session, I sometimes just give the booth staffers a simple exercise. I say, “All you do is read their badge.” That’s it. I tell them to walk up to an attendee, flip their badge over, if necessary, and just say, “I see that you’re with [insert company name]. What do you do for them?”

People will answer that question. They’re not going to say, “None of your business.” But if you ask them a question for which there’s a “no” response, (such as “Can I help you?”), there will be a “no” response. It’s just simple sales technique.

It also works because people love to talk about themselves. It gets the trade show attendee engaged. It’s about making contact and asking the types of questions that get desired results. And it’s essential that your booth staffers “get that.”

Do you have an industry-related question you’d like answered on “Hey Newman”? Send him an e-mail and get your inquiry answered on the blog.

Tags: Booth staff, booth traffic, human behavior, skill sets, training sessions
Posted in Booth staff | 1 Comment »