As an exhibitor, we’re all looking for great results. But what if you get back to the office a few days after the show, and frankly don’t have a lot to show for it? The lead collection came up short, there weren’t that many “warm” or “hot” leads, and the boss is wondering why all of that money was committed to the show.
First, recognize that you can’t control results. The only things you control are your activities, your behavior, and your technique.
Let’s start with attitude. Books have been written about attitude. Suffice it to say that if you go into a complex tradeshow marketing program, a good attitude will help immensely.
Activities are all-important. From pre-show marketing, to having a good interaction with your visitors, to lead generation and post-show follow up, knowing what to do and when to do it is critical to your success.
Finally, what technique do you apply to your behaviors? Does your booth staff know how to properly interact with visitors? Do they know how to as
k questions, when to shut up and when to disengage?
All of your behaviors are subject to being done properly or not. And there is no end to determining what is proper and what works and discarding what does not work. Books have been written about techniques, attitude and behavior, so there’s much more to discover than what you’ll see in this brief post.
But back to results: if you are not getting the tradeshow results that you are hoping for, the three areas to examine are those that are most important to your success: attitude, behavior and technique.
Thanks to Sandler Sales for the tip. Full disclosure: I spent a year in a Sandler Sales Training Program, and this is just a tip of the iceberg.
I’ve been in the tradeshow industry for almost 20 years, and it seems like we’re moving into what may be the Golden Age of Tradeshow Marketing. Usually when you think of the “Golden Age,” you’re thinking of that long-forgotten past. A time of fun, peace and prosperity and good times. Us older folks might think of the Golden Age of Rock and Roll, for example, as the time when Elvis, Chuck Berry, Little Richard and Buddy Holly were making music and leading the music charts. Or maybe we think of the Sixties as the Golden Age of Rock and Roll, when the Beatles led the British Invasion and with the help of bands such as the Rolling Stones, the Dave Clark Five, the Yardbirds and The Searchers dominated the music charts for years.
What about movies? Was the Golden Age the days of great movie stars such as Clark Gable, Dorothy Lamour, Humphrey Bogart, John Wayne, Greta Garbo and others lit up the big screen?
Or is the Golden Age something that might be happening today, and we won’t realize it for decades to come?
Tradeshow marketing may, in fact, be moving into something of a Golden Age. Look at what’s happened in the past decade or so: an influx of a variety of new products and technologies that is impacting the bottom line and exhibiting capabilities and impact in unforeseen ways.
Fabric graphics, for example, have pretty much taken over the tradeshow floor. Sure, you could see fabric graphics ten years ago, but they weren’t much to look at. The printing quality was suspect, and the fabrics were not all that great. But technology has improved fabric printing by leaps and bounds, and the same has happened to the fabric that is used for printing.
And what about light boxes or back lit fabrics? Just a decade ago salesmen would come through our door pitching the next generation of LED lights, which were definitely impressive. But the past ten years have seen a drastic drop in the cost of LED lights, and a sharp uptick in the quality of the lights.
And what about social media? Fifteen years ago, social media frankly didn’t exist. Online promotions were barebones at best. Email marketing was fairly well established, but preshow marketing stuck mainly to traditional channels such as direct mail and advertising. But now, any company that doesn’t engage in using Twitter, Instagram, Facebook and add on some elements of their outreach via YouTube and LinkedIn is increasingly rare. All of those social media channels have matured greatly and can be used to drive traffic and move people around a tradeshow floor.
Video is also part of the renaissance of tradeshow marketing which contributes to the idea that we’re experiencing a Golden Age. More and more exhibits show off one or more video monitors, and you’ll increasingly see video walls, which grabs visitors’ eyeballs with a visual impact that was previously unobtainable, or only at an ungodly price. Video production has also come down drastically in price and obtaining great footage to go with your video messaging at a lower cost means more exhibitors can show off a lot more of their brand for less. Drones, for one example, have given anyone the ability to drop in aerial footage into their brand videos for a few dollars, instead of the thousands of dollars it used to cost. Most brand videos I see at tradeshows have at least some drone footage, and I suspect that most people don’t even give it a second thought (I do – drone footage is freaking cool, man!).
Add to all of that the coming-of-age of Virtual Reality, which will open doors to creative people getting involved to do more fantastic VR for tradeshows. The VR I’ve seen so far has been disappointing, as were the first few VR games and programs I’ve seen. But lately the bar has been raised, and the quality and creativity will come up.
What about data tracking and electronic product showcases, such as ShowcaseXD? This and similar programs will not only allow exhibitors to show off products in an easy format, the data that comes out of these systems proves to be extremely useful to companies. Didn’t have anything as sophisticated as that only a decade ago.
Automated email has been around for perhaps a couple of decades, but that also gets more and more sophisticated, and combined with a data entry, product catalog or context on a tablet, marketers can send out detailed, personalized responses based on visitors’ interests.
All of these – and more technologies that I’ve either missed or are in their infancy – are having a great impact on tradeshows and giving exhibitors the ability to maximize their dollars, create a bigger splash, take home more data and find an edge in a very competitive marketplace.
If not a new Golden Age of Tradeshow Marketing, at least a Renaissance or resurgence.
I’ve been doing tradeshow follow up on a couple of shows (three, actually, when I think about it) for the past several weeks. One of the questions I ask of the people I’m following up with is, “How is your follow up going?”
“Oh boy, I have a lot more to do. It seems to be never-ending,” said one person, who said he was about a third of the way through his list a month after the show.
Frankly, tradeshow follow up can be a bit of a slog. A grind. A long haul. But it’s got to be done!
But you’ll never know the full results of your tradeshow appearance or attendance until you complete the follow up. “Complete” follow up may be a misnomer; I suspect that most people never get through the complete list of people they are intending to follow up with.
But like a good Harry Bosch novel, it ain’t over until the last page, your follow up ain’t over until you’ve talked to the last person.
Given the difficulty of making all of those calls, and connecting with all of those people, here are (x) tips to help you get to the last page of the novel, er, uh, the end of your call list.
8 Tradeshow Follow Up Tips
Set aside a time to call. Most of us wear a lot of hats, and finding time to make those calls is hard, unless you plan for it. Budgeting for the time, blocking it out and committing to it, are the basic elements of making sure you at least get the first step done. Put it on your calendar, put in a reminder notification, and make it happen.
Block out everything else during this time. I find it works best to turn off the email program, and perhaps even shut the door to your office if you have one. If you’re in a more open office environment, make it clear to colleagues that you’re carving out this time and would like to have that time as uninterrupted as possible.
Know what you’re going to say. Having gone through a couple of sales seminars, and a year of sales training with Sandler Sales, I’ve come up with a script, or at least an opening line that easily and unthreateningly opens the door to a conversation. “Did I catch you at a bad time?” give the person on the other end a chance to say, “Yes. I’m just going into a meeting (or whatever),” and if that’s the case, you ask when a better time might be to catch them. If they say “No, this is a good time,” they’ve just give you permission to forge ahead. Once in the conversation…
Know your goal of the call. Are you trying to sell something that can be sold in one call? Are you looking to have a brief call and if there’s interest to move forward, schedule a second, more in-depth call later? Whatever your goal, don’t hang up until you’ve either determined there is no “there” there (no chance of a sale), or that you both agree on what the next step is and when.
Be consistent. Hell, be a pest. I am. I even tell people that I’m a pest, but a nice pest. The response I get when I say that is something like a laugh and then, “No, that’s okay – I really do need to talk to you – please keep trying to get me.” They admit that they’re hard to reach and they don’t always return calls. Understand that virtually everybody you talk to is probably overworked and they have a to-do list that’s longer than they’ll get to in the foreseeable future. But if they really are interested in what you are pitching, be consistent. Stay in their radar. Send an email if they can’t be reached via phone.
Be available at unusual times if you are really having a hard time connecting and have expressed a genuine interest in your product or service. Offer to take a call after hours, or before the office opens.
It’s not about you. Don’t take it personally. If you get rejected, it’s not because of you. A hundred different reasons may be affecting the prospect’s ability or interest to engage with you. Those reasons could be financial, personal, business. You really don’t know what they’re going through, so just move on. Sales follow up can be a bummer if you take it personally. But if you make a lot of calls and develop the prospects you have into genuine leads, you’ll have plenty to do.
Never give up. I’ve put certain prospects and even former clients on the back burner for years but have never completely given up on the idea of getting them as a client, or back as a client again. Things change. They always do. People move within a company; they move to other companies, a company’s goals and budget will change. Just because they said no once or twice doesn’t mean they’ll say it forever.
Briana Belden, Brand Manager of Wedderspoon Manuka Honey, joins the TradeshowGuy Monday Morning Coffee for a discussion about how they approach tradeshow marketing: preshow outreach, what happens during the show, follow up, branding and more:
As an exhibitor, or someone who manages an exhibit program for a company, you have oodles of details to keep track of each and every show. This often means you don’t have time to stop and ponder the very act of exhibiting at a tradeshow. But sometimes taking time to do just such a thing is a good thing. These questions are not aimed at the logistics of your exhibit, but are pointer more towards the internal conversation you may have with yourself and how you and your staff approach the act of marketing while standing in a tradeshow booth with the intent of finding potential clients or customers.
Do you have any blind spots?
What are your hidden strengths?
Are you really focused on the things that are important?
When it comes to networking, do you push your comfort zone or do you play it safe?
How well do you take care of yourself during the few days of the show?
Does everybody on your booth staff know all of your products or services well enough to talk about them fluently?
Do you sometimes talk too much to visitors just to fill time instead of letting them talk?
Do you have three good questions to start a conversation centered on the needs your product or service fulfills?
What information do you need to determine if a visitor is a prospect or not?
Once you qualify a visitor, what precise information do you need from them to move forward?
Are you comfortable you’re doing all you can to maximize the company’s time on the tradeshow floor without doing too much and getting burned out?
Do you have a tested plan to gather all leads and get them back to the sales team in a timely manner?
I could go on and on, but the point is to have you examine your involvement in tradeshow marketing from a different perspective and see if you could find some areas to improve. What questions should you be asking yourself or your team?
Richard Erschik of TradeshowLeadstoSales.com joins me for a fun and very useful conversation about how to generate (and follow up with) great leads at your next tradeshow. What are the five questions you need to ask before you’ve identified a good lead? Watch or listen now:
Maybe these should be not-so-frequently-asked tradeshow questions. Or as we like to call them: NSFAQs. Because I don’t know if these questions ever get asked. But maybe they should.
What do I do when the exhibit doesn’t show up? Hmm. It comes down to having a plan B. Or being able to think quickly on your feet. Being resourceful. Being like MacGuyver! It might mean printing up a quickie banner at a local print shop, getting a couple of rental chairs and table, setting up a laptop with a slide show. Anything to show your guests. Yes, of course you’ll do your best to track down the exhibit and it MAY get to you in time. But if not…
Why do exhibitors do dumb things?
We’re only human. That’s why we left all but a half dozen business cards in the office. That’s why our eyes glaze over after a long day right when that big prospect comes up and asks a really good, engaging question. That’s why we can’t sleep in an uncomfortable hotel bed and we show up at the booth with eyelids and tail drooping. That’s why – when we do all of these things – we still suck it up, put on a smile and make the best of it.
Why did the company decide to invest in a HUUGE island booth but only provide three staffers? Or the flip version: why did the company cut corners with a small inline booth but have 15 people scheduled? Could be bad planning. What do you think?
When did your co-worker take that weird/ugly/goofy photo of you and decided to post on your company Twitter account with the show hashtag and now you’re getting lots of comments? When you weren’t looking. Are you going to get even?
Why am I standing next to a handful of booth staffers who think they need to keep checking their phones 85 times a day, eat a sandwich in the booth, and ask questions of visitors such as: “Can I help you?” Here’s one with an easy answer: they’re newbies and nobody bothered to tell them that tradeshows are a unique environment. It’s a sales environment, but atypical. You need to discern if your visitors would use your product, if they’re in need of it now or the not-too-distant future, who is the decision maker and do they have the budget? Once you know that, you have a qualified prospect and you can set a follow-up that both sides agree on.
We are awash in data, no matter what business we’re in. TradeshowGuy Tim Patterson talks with Oz du Soleil of ExcelOnFire (YouTube channel) about how to handle all of that data: how to make sure it’s clean, how to analyze it and much more.
ONE GOOD THING: For Oz, it’s cigars. For me, it’s the beginning of football season – college and pro!
Sure, millions of people head off to tradeshows worldwide every year, but are they really tradeshow prep experts? Are they ready, I mean really ready for the tradeshow? Let’s take a look at what the average tradeshow manager should be doing to show they’re truly a tradeshow prep expert.
You plan a whole year in advance. Yes, the show is over, but did you already book next year’s space and check to see if you could upgrade to a better space?
You reach out to your exhibit house at least 3 – 4 months ahead of the show if you have minor graphic upgrades on your schedule. Reach out 6 months in advance if you’re planning to create a new exhibit or are anticipating major upgrades to your current booth. Sure, the exhibit house can turn around graphic upgrades in just a short time, but the further in advance you are of the delivery date, the better for all parties concerned.
You know what messaging you’re going to send to your potential booth visitors at least a few months prior to the show. Some folks will get emails, some may get a nice snail mail package, others will get a personal phone call. This means prioritizing your prospects and doing your best to set appointments with the hot prospects and getting warm and cool leads to at least come by the booth for a chat.
You’ve downloaded or otherwise saved the show manual or information at least a couple of months prior to the show, and know what it takes to coordinate shipping, I&D and other logistics.
You have your housing booked the day it opens or shortly thereafter. Depending on the show, the housing can go quickly.
You book your flights and rental car about 6 weeks out. I’m told that this is the optimum time for best pricing for book flights. If you book a car, this is also a good time to do that.
You’ve coordinated with other parts of the company to make sure you have products and/or services ready for launch prior to the show.
You have shift schedules prepped and distributed at least a week ahead of time.
If your booth staff is wearing special colored and branded clothing, it’s been ordered at least a couple of months prior to the show.
You know exactly what you’re going to wear at least a week before the show – and it’s packed a day or two ahead of time.
You especially know what shoes you’re going to wear!
Okay, you may have more – but if you’re doing all of this and more, you’re definitely a tradeshow prep expert!
Tradeshow post-show follow-up is one of the critical keys to your tradeshow marketing success. In recent conversations with exhibitors, there often seems to be some hedging around the concept of complete follow-up. In other words, there are some missing pieces and the leads that are generated at a tradeshow – at great expense – are not always followed up in a timely manner, if they’re followed up at all. So let’s look at some of the most common mistakes people make with post-show follow-up.
Not grading or evaluating the leads. If a sales person that is tasked to follow-up on the leads can’t tell the difference between a HOT lead and a COOL lead, it makes the task of follow-up that much harder.
Not being specific about the details of the follow-up. Some prospects want a sample sent next week. Others just want a sales sheet PDF forwarded in a month. Others want an in-person meeting in two weeks. Whatever the follow-up is, it should be noted on the lead sheet so that the person doing the follow-up understands exactly what is needed.
Not tracking the response from the follow-up. Whether you use Salesforce, and Excel spread sheet or a custom CRM, once the follow-up is initially made, notes on what happened during that follow-up should be entered in detail. Most follow-ups require more than one step. In fact, if it’s a bigger sale, the process may involve several steps and more than one or two people. Keeping detailed notes along the way will ensure a better chance at success. With NO formal system in place to track the follow-up process, your chances of success drop drastically!
Not following up in a timely manner. This mistake usually comes from not asking the prospect the question: when would you like us to follow up? If both parties understand when the follow-up is expected – and it actually happens at the right time – chances of closing a sale increase. In the event that no timeframe was addressed, it’s safe to say that the sooner you follow up the better your chances of making a sale. Some experts say do an initial follow-up via email within 24 hours. Others say that making a phone call within 48 – 72 hours after the show shows the prospect that you have a genuine interest in them. I realize that some people are just impossible to reach in a week, or two, or three, or more. In that case (which has happened to me), keep trying.
Giving up. Even if you can’t get in touch with someone right away, keep in mind that you have no idea why they’re unreachable or unresponsive. It could be they’re suddenly wearing three hats at work and simply don’t have the time – or a personal issue may be preventing them from even working. Who knows? Don’t assume they don’t want to talk to you until you actually hear that from their own lips. I’ve made sales to people that were hard to reach for months – but when I finally did reach them, we made something work.
One of the first things I heard when I entered the tradeshow industry in 2002 was that “80% of leads are never followed up on!” It astonished me then and it astonishes me now. It’s one of the most fixable mistakes that tradeshow marketers have. Do yourself and your company a favor and do your best to not be a part of that statistic. Make the effort and follow-up!