By Katrina Olson
This article originally appeared on tedmag.com on April 22, 2016.
At last year’s NAED AdVenture marketing conference, a whopping 60 percent of attendees were female, and approximately 43 percent were under age 36.
Contrast that with the demographics of electrical contractors.
The average age of the electrical contractor is 56.2, according to Electrical Contractor magazine’s 2014 Profile of the Electrical Contractor. And you probably won’t be surprised to learn that women hold only one percent of all electrician jobs, according to 2009 Census data.
“How do I market to people who are very different from me?”
A good marketer gets to know their customers, inside and out—who they are, what keeps them up at night, and how they make decisions. By understanding customers’ concerns, buying habits, attitudes, preferences and behaviors, you’ll get a feel for what kinds of media and messages they’ll respond to. Along the way, you’ll also learn about trends in their businesses and industry.
“How do I learn more about my customers?”
Following are seven ways you can find out what makes your customers tick. Some are pretty easy; others are more involved. But all should yield valuable insights..
1. Read your customers’ trade publications.
Most industries have trade association and publications. Health Facilities Management, Facilities Manger, Facility Management Decisions, Electrical Contractor, and Buildings and Electrical Contractor are just a few.
2. Join online groups.
Is there a LinkedIn group or social media platform where your customers and prospects hang out? Observe without participating or commenting to learn what’s important to them.
3. Ask your salespeople.
If you can’t talk directly to customers, talk to those who do. Counter staff, inside sales, outside sales, and customer service representatives can give you insight into what your customers care about.
4. Attend company events.
Get out from behind your desk or computer and attend counter days, workshops, training sessions, and other opportunities to get to know your customers. Try to uncover your customers’ hot buttons and pain points.
5. Contact customers directly.
Call or email some of your key customers and ask specific questions—like how they want to learn about new products and services. Or take them out to lunch. Explain that you want to better understand their business so you can better serve them.
6. Conduct a short survey.
Curious about what media your customers are consuming? Want to know what social media platforms they’re using? Wondering how much they use their smartphones? Ask them!
7. Host a focus group or customer advisory council.
To get honest feedback about what your customers think, conduct a focus group or establish a customer advisory council that meets every year. Rotate members out every few years to get fresh perspectives. (To make sure you get candid comments, hire an outside facilitator and leave the room.)
How can I apply this knowledge to be a better marketer?
Here’s an example. The electrical contractor’s role is evolving as they become more heavily involved in design and specification. Also, building systems are becoming more integrated and interdependent, using data hubs that communicate with each other. All systems are tied together; so all the products must be compatible with each other.
As a result, electrical contractors may look to you for comprehensive solutions, not just individual products. Electrical contractors will also rely more heavily on the electrical distributor’s expertise to help them choose the right products for both new and existing systems.
This knowledge should change the way you position and brand your company, and the way your salespeople are trained, too. Instead of just selling and marketing products, you’re marketing your staff’s expertise and product knowledge.
The trick is putting yourself in your customer’s and prospect’s shoes. That means not just understanding their wants and needs—but speaking their language. That takes a little more practice. But the more research you do, the easier it gets.
Olson is a marketing and public relations consultant, and principal of Katrina Olson Strategic Communications. She has written for tED magazine’s print edition since 2005, judged tED magazine’s Best of the Best Competition since 2006, and emceed the Best of the Best Awards ceremony for a total of seven years. She can be reached at Katrina@katrinaolson.com or via her website at katrinaolson.com
Every month I write a marketing article for tED Magazine, and every week I write a LinkedIn post about marketing (formerly an exclusive feature on tedmag.com titled “Marketing Momentum”).
And now, we’re going live!
I’m talking with a client and sponsor about developing a series of monthly webinars (12 to start) on marketing topics that you want to learn about. And here’s the best part…they’ll be FREE for NAED members. (And the non-NAED member fee will be pretty reasonable. Heck, I don’t even care if you’re in electrical distribution. You can still attend.)
Here’s the problem: I’m not sure what you want to learn about. So you have to tell me. I can design courses I think will be helpful, but I’d rather you told me. Because often, I feel like I’m operating in a vacuum.
I mean…you never write; you never call; you never email. It’s like we’re complete strangers.
So this is your chance to tell me what you want to learn about. I’ll draw on my 30+ years’ experience in marketing—plus I’ll research the topics to get the information you want and need.
This is your opportunity to help design the webinars you want!
Here’s the catch. My partners would like a topic list by Friday, February 19 or Monday, February 22. Yes, I know, that’s quick. That’s why it’s important that you get back to me today. Or email me at Katrina@KatrinaOlson.com. Or comment on my post in the NAED AdVenture Marketing (LinkedIn) Group.
Your thoughts don’t have to be fully developed or even completely coherent. Just give me something to work with.
You may be asking yourself, “Who the heck is Katrina Olson?”
For those of you with whom I’ve recently connected, here’s the short version. After 17 years in marketing as a copywriter, creative director, direct marketing specialist, and director of marketing and PR—plus running my own agency for 7 years—I took a “break” to have two beautiful girls and get my master’s degree in Media Communications. (If you’ve stayed home with your children for any length of time, you know what a misnomer the word “break” is.)
To help pay for my education and keep myself sane, I started writing for tED Magazine. That was 13 years ago. (My girls are now 12 and 14.) I’ve learned so much about the industry from interviewing and writing about distributors and manufacturers all over the country—and by covering so many topics in the electrical industry. And I’m thrilled that this will be my 10th year judging tED Magazine’s Best of the Best Marketing Competition.
Recently I left a 10-year career in academia (teaching advertising, marketing, strategy, PR, and writing) to return to full-time consulting, writing, coaching and training. Things are going pretty well and I’m really excited about this webinar series. (However, the fact that I made my bed this morning tells me I’m not busy enough. So let me know if I can help you with anything. To learn more, visit KatrinaOlson.com.)
Special thanks to my husband Scott and 12-year-old daughter Sydney for helping me create the graphic. And thank you to my 14-year-old daughter Hailey for proofreading this post. (They demanded credits.)