Key Message Blunders
Part Two: Over-promising
Marketers often feel tempted to present their company or its products and services as a wonderful surprise or as exceeding anybody’s expectations. The problem with such over-promising: It implies low or misguided expectations as well as gullibility in the reader. This can strike people as a subtle insult. Even more certainly, it triggers skepticism. There is a better way.
Consider these examples:
Example 1 triggers a confounding dual response: uncertainty and skepticism. "How could they know what my expectations are?" "Why be so presumptuous about how easily my expectations are exceeded?" "Do they really think that they can catch me off guard in my gauge of quality and service?" Because such thoughts come to mind when people encounter statements like this, they can be counterproductive in marketing.
Example 2 suggests that anybody could attend this event (e.g. concert, convention, rummage sale, community picnic) with anybody else accompanying and find satisfaction. Something special for everyone! makes too broad a promise to appeal to people as individuals with individual needs, tastes, and preferences. This broadly generic quality weakens it considerably.
In example 3, a rhetorical question implies that one shopping mall is a superior place to shop for any reason, for any shopper, under any circumstances. What could be more effective at evoking skepticism, outright rejection as false, or insult? These effects on market perception can be counterproductive.
When a promoter can promise an experience that consistently, appreciably distinguishes it from alternatives, credible truths make over-promising unnecessary.
Better to articulate an authentic, basically relevant key message that reflects the thoughts and feelings shared by people who match the ideal client profile.
- Glenn R. Harrington, Articulate Consultants Inc.
Click for Key Message Blunders 1
Click for Key Message Blunders 3
Click for Key Message Blunders 4
Click for an overview of key messages
Click on the pilot