Top 5 content writing mistakes business owners make (part 2)
This is part two of my five-part series on the mistakes business owners make when writing content. Click here to read part one. It explains what you need to do before you start writing. You don’t need to read part one in order to understand this article.
Mistake #2: Focusing too much on your business and what you offer
Who is the hero of the story?
When you are writing—even about a boring business—you are trying to illustrate a story. It’s natural to position yourself (or your business) as the hero of the story. However, there’s a much more important role for you to play.
You want to be the mentor. The story is about the hero (the person reading your site), facing a tough challenge (the problem), and finding the right path (your product/service) with the help of a mentor (you).
When considering a purchase, a potential buyer considers four questions:
- What are you trying to sell to me?
- How much does it cost?
- What is in it for me?
- Why should I believe you?
These four questions provide a framework for understanding the inner dialog of your prospect. If your content provides compelling answers to your ideal customer, it will be extraordinarily persuasive.
Features, benefits, and problems
Referring back to the four pre-sales questions described earlier, your features are #1 (What are you trying to sell to me?). Problems and benefits refer to #3 (What’s in it for me?).
We often assume the answer to the, “What’s in it for me?” question is obvious based on how we describe the features of our offering. It’s almost never the case that all the benefits of a feature are instantly recognizable.
You may have heard the old marketing axiom, “People don’t want a ¼ inch drill bit, they want a ¼ inch hole.” Taking a step further… Mom and dad are hanging up the high school graduation photo of their daughter, who just left for college. First, they need to buy a ¼ inch drill bit.
Start with the problem
It’s useful to start with the problem that you hope to solve for your clients. For the purposes of this discussion, we’ll define a “problem” as the gap between how things are and how the prospect would like them to be.
Converting features to problems and solutions
We can use a couple of simple questions to convert our features into the corresponding problems being solved. Let’s call those “problem statements.” The first question is, “What problem(s) does this feature solve?”
Example Feature: Ongoing website maintenance
Problems solved by this feature:
- Issues with website security
- Potential reliability problems
- Not knowing if your site is working properly
In order to dig down to a descriptive problem statement, we will use a follow-up question for each problem above. That question is, “Why is that a problem?” Like a two-year-old incessantly asking “why?” we will keep asking the question over and over until we drill down to a natural stopping point.
As you can see, when we got to the problem of hacking, we see many problems. Instead of keeping to one statement, you could split off the “sub-problems” and ask the “Why is this a problem?” question for each. We could have kept digging, why is it a problem to get blacklisted on Google? Etc.
When starting with a problem, the benefit is solving the problem. The benefit is the solution, described from the standpoint of the customer. Then you end with the feature, if more specificity is required. In other words, you add specifics about features, if you think the benefit statement leaves the reader thinking, “How do they do that?”
Color coded example: PROBLEM | BENEFIT | FEATURE
Hackers can damage your reputation (both with customers and Google), and can even destroy your site. Your hacked site could be used for adult ads and/or to distribute malware (viruses). Worse, once compromised, repairing your site may be more expensive than starting over. With our maintenance program, you will feel secure in the knowledge that your site is actively monitored and updated, providing excellent protection against would-be hackers. Our maintenance starts with creating a secure initial website and is centered around having real people actually looking at and updating your site.
The problem with problems
You may be thinking, “But, aren’t problems negative?” There are two things to consider. First, most action is driven by problems. Second, with the liberal definition of problems as a gap (between how it is and how you want it to be), negativity isn’t baked in.
Don’t go overboard
When really digging into problems and benefits, there can be a tendency to only talk about those. It’s important to balance these emotional appeals with facts. In sales, it’s often said, “We buy on emotion and justify with logic.” The most effective messages contain both. Starting with the emotional appeal creates the engagement necessary for the reader to be interested enough to hear the facts.
When you should talk more about yourself
For about 90% of your writing, the above advice provides the ideal strategy. The main exception is stories.
Sharing compelling personal or business stories helps build a connection with your audience. The most important factor is that the story is interesting. It should also tie into a specific point you are making. Your “about us” page is often the story about how you got into the business and your related background.
Practice makes pretty darn good
The process of focusing on your audience while writing can be awkward, especially in the beginning. Stick with it and, with practice, it’ll become almost automatic. The rewards are extraordinary.
All things being equal, increasing the effectiveness of the content on your website can easily be the difference between the success of your business and its’ failure. This is no exaggeration. Virtually all of your marketing—even word-of-mouth—will lead people to your website. Your ability to convert those website visitors into sales is one of the key factors to your success.
What do you think?
Was this information helpful? Is anything unclear? Please don’t hesitate to email me (Justin) if you have any questions or comments.
More about content mistakes
If you haven’t yet read part 1 (Mistake #1, Writing Too Soon), you can check it out here. If you’d like to be instantly notified when part 3 comes out, fill in your information below and join my list.
Here are some basic tips for to help you create copy/content for your website.
1) Write as though you are talking tone person
- WRONG WAY: We provide excellent customer service for our clients
- RIGHT WAY: You will receive excellent customer service when you
work with us.
2) Write in “you” language not “us” language, in other words put the reader first
- WRONG WAY: We give you this benefit
- RIGHT WAY: You get this benefit when you work with us
- WRONG WAY: We provide free delivery
- RIGHT WAY: When you purchase this product, you get free delivery
3) Give specific examples whenever possible
- WRONG WAY: We save our clients money
- RIGHT WAY: Our average client in 2005 saved $3,021.
4) Avoid qualifying language
WRONG WAY: We like to say we’re the best value in town
RIGHT WAY: Our clients tell us we’re the best value in town
RIGHT WAY VERSION 2: Are you ready for the best value in town?
5) Use titles, bullet lists and bold – people tend to skim through websites so they might just read the titles, subtitles and bold text
None of these tips are steadfast rules. You’ll find there are times when they don’t fit into
the message you’re trying to communicate.