The One Word Every Prospect Craves

It’s arguably the most important word in the copywriter's arsenal. It ranks right at the top with words like "free," "new" and "savings."

I’m talking about "you." 

"You" is the word that gets your prospect’s attention and keeps them involved. As Herschell Gordon Lewis says in The Art of Writing Copy, "Unless the reader regards himself as the target of your message, benefit can’t exist. Benefit demands a ‘We/You’ relationship." 

While the "We" in the "We/You" relationship is important, it’s better implied than communicated literally. If your goal is to put prospects first, then it’s best to have the "you’s" far exceed the "we’s." 

It’s the "you’s" that matter to prospects. They’re your workhorse for communicating your message and include all derivatives such as "your," "yours," "yourself," "you’re," and "you’ll." 

Powerful ‘You’ 

What makes "you" so powerful? For one thing, it addresses your readers directly. In effect, it says "Hey you," which is much harder to ignore than "Hey somebody." Say "Hey you" in a crowded room and a lot of heads will turn. Say "Hey somebody" and a few heads might turn. 

While your copy won’t actually say "Hey you," it can clearly identify to whom you’re talking. Once you have your audience's attention, use "you" to help keep it. 

Personal ‘You’ 

Why does "you" get and hold attention? For one thing, it’s personal. It’s used in personal conversation every day. What do you think? How was your weekend? You’ll be glad to know.

When people say these things to you, they’re bound to get your attention and involvement. After all, they’re interested in your opinion. They’re interested in the things you do. They have something to tell you that will make you happy. 

That’s the goal of you-oriented copy. Address your audience directly, personally and in terms of their interests. Be conversational and "you" will pop up in the copy naturally. 

Counting ‘You’ 

It was mentioned earlier that "you" is a workhorse. A classic example is contained in "The Do-It-Yourself Direct Mail Handbook" by Murray Raphel and Ken Erdman. They highlight a "Newsweek" magazine subscription letter used for nearly two decades. 

The subscription letter was written by direct mail expert Ed McLean, who used "you" nearly 30 times on the first page alone. More than 100 million copies of the letter were mailed, a testament to its effectiveness. 

Try counting the "you’s" (and "you" derivatives) in your copy. Compare them with the number of "we’s" and first-person derivatives. If the "you’s" don’t outnumber the "we’s," consider reworking your copy. 

Excessive ‘You’? 

Can you overdo "you"? Yes. 

If you load your copy with "you’s" but forget the benefits, your message will have a phony ring. 

"You" can’t save you if there’s nothing meaningful to offer your audience. Likewise, it will help put you over the top if there is.

Value Added Copywriting

I know a preacher that can burn any pulpit down within an hour. His sermons cause the greatest stirs and responses in his audience and he really can keep his congregation awake. But there is one tiny problem. Ask many of his listeners what they think about his sermons and they’ll quickly respond with only words of acclamation. Follow that questions with a request for what the sermon was about and you’re met with only blank stares.

They knew that the sermon was “great” but cannot recall what they learned. 

This reminds me of the popular selling tenant referred to as ‘selling the sizzle and not the stake’. In other words, build enthusiasm and curiosity about your product without giving away too much. Let them hear it, smell it, imagine it but never taste it until they buy.

I find however that when you’re selling high ticket items, because you are asking for a higher level of commitment from the prospect, you have to give something in order to get something back. So you have to give some ‘steak’ along with the ‘sizzle’. This is what is commonly referred to as ‘value added copywriting’.

I use some of this myself at my website http://www.webcopy-writing.com to sell my copywriting services. Right there in the sales letter itself are some tips and ideas on how to sell to prospects online. So the reader gains some value from reading the letter even before he or she uses my services. 

But this “free information” also serves a few other purposes:

1. It helps to establish goodwill with the potential client. My willingness to share this information shows that I’m not stingy and helps to develop a relationship with the reader. So even if the prospect doesn’t use my service he walks away with something.
2. It helps to establish my credibility. This is an opportunity for me to show that I know what I’m about and have the qualifications to help the reader’s business.
3. It serves as a teaser. It’s obvious that I’m not saying everything that I know and that there is a ‘lot more where that came from’. In other words, if I’m willing to give away this information I must have a lot more ‘secrets’ up my sleeve. 
4. It lowers the sales resistance of the reader because I’m in the giving rather than the taking mode. There is really no argument against someone who is giving you something for free.
5. It provides a natural incentive for the prospect to read your entire sales letter. Any device that encourages readership will also improve sales especially with longer sales copy.

It will be therefore helpful if you can provide your prospects with useful information in your sales literature. This may be in the form of a free report, an email course or case studies. Once this information is useful and not seen as an overt sales piece, then this should lead to an easy conversion of a new customer.

This technique of value added copywriting works very well in service-type industries. There are many services where the professional can ‘reveal’ a lot without fear of losing his value to the customer. This often occurs because even though someone may know how to perform a task, the job may be sufficiently difficult or unpleasant that it may be better left to the professionals.

A quick example comes to my mind. I know how to do simple maintenance work on my vehicle but I’ll prefer to pay to have this done. I’ll happily read all the available literature from my mechanic about how a mechanical repair should be done. The fact that my mechanic made this literature available to me gives me confidence in his performance of a great job.

So, in the same way, a lawyer may want to provide information on how to fill easy legal forms, while a plumber may provide information on performing simple repairs around the home. When a prospect read this helpful information and they need further ‘expert’ attention they would easily think of that lawyer or plumber. 

Because the public today is bombarded with so many advertisers’ messages the usual sales talk is having less impact. With the advent of online advertising where it is easier and cheaper to get your message before thousands of eyes your sales message must have a lot more bite than its bark; a lot more steak where only sizzle use to be.

After listening to your sizzling message, your market congregation will need to recall more than the enthusiasm of your delivery. They must be able to recall enough value to want the whole shebang from you.

Website Copywriter Tips: Homepage Copy – The Transition Zone

Have you read Paco Underhill’s fascinating book, Why We Buy, about the psychology of retail store shopping? One of his major tenets about brick and mortar shopping holds the key to effective homepage copy – something he calls the “transition zone.” If your homepage copy creates a sales zone not a transition zone, you could be losing sales. The Transition Zone Explained Think about the last time you visited a brick and mortar store… Maybe it’s raining or snowing outside. Maybe you just left the dry cleaner before arriving at the electronics store. As you first enter the store you constantly make adjustments to changes in lighting, temperature, sounds, and visual stimulation. You need to get your bearings. Underhill calls this part of the store the “transition zone,” a place for adjusting from outside to inside, not selling. Selling attempts in this early stage are lost. When does your homepage copy start selling? Unless your answer is never, it is too soon. The Trade Show Lesson I remember that the worst trade show booth to have was just inside the front door of the trade center. Instead of making sales I was giving directions, demoted from VP Sales to greeter, gopher. You would think that being first was an advantage. This position might be true in search engine ranking but not in trade shows booths. The fact is many people don’t even notice the first booth until they have completed their adjustment process. By that time they are well past the first booth and buying from booth number 4. Most website visitors behave like trade show guests. Is your web site copy trying to close business in booth one or giving the visitor time to adjust to the new digs? Why not put your actual sales copy in booth two or three or four? Better still distribute the message across all three.After all, that’s where the customers are headed anyway once they have transitioned to your site. Cushion Don't Convince So if selling is inappropriate what can you do to make your homepage copy sell without selling? Effective homepage copy cushions the hard landing strangers feel when they first arrive at your site. A soft landing is a receptive landing. Why not use your homepage copy to give visitors what they need:

• Acknowledgement
• Anticipation
• Acclimatization

Acknowledge Your Visitors Let’s go back to your recent store visit… You’re barely inside the door and the overly friendly sales clerk asks, “Can I help you find what you are looking for?” Most times this clumsy sales attempt is made too early in your transition to the store from your previous location. For most people shopping is an experience not a mission. Instead of being sold during their time of transition, most customers simply want to be acknowledged – greeted, recognized.

• How does your website copy acknowledge visitors to your site?
• Does your homepage copy confirm that your visitors are in the right place?
• Does your copy welcome them?
• Does your web copy make demands of these shaky travellers too soon?
• How does your homepage copy help them adjust to the change in environment?

Build Anticipation You’re standing ten feet inside the store. And there it is, way over there - the outline of that gorgeous HD TV you’ve been after. As you walk towards this target your heart races a little as you anticipate getting up close and personal with your quarry. The closer you get, the more you notice the details of your treasure. By putting products a little off in the distance smart retailers build anticipation. You know what it’s like. Details come into focus over time. Expectation increases.

• Where could you put your best offerings to heighten anticipation without killing transition?
• How can you replace assertiveness with anticipation?
• Wouldn’t it be a good idea to introduce your value proposition in your homepage copy, without demanding customer action right away?
• Where could you place the copy that supports this value proposition?
• Shouldn’t your remaining pages build expectancy and familiarity at the same time?
• How about making your web site copy one integrated “time release capsule”?

Deepen Acclimatization Whenever copy goes against the customer’s natural order, it becomes a threat, losing credibility and any chance of influence. It doesn’t make sense to challenge the site visitor’s natural need for transition. Why not embrace this idea? Remember the old ABC’s of selling? Instead of “always be closing,” why not use the transition zone strategy “always be comforting.” Think of ways your homepage copy can help your customers acclimatize to your site.

• Do you repeat your key ideas to build familiarity?
• Is the look and feel of your copy consistent?
• Does your copy give a snapshot of what’s possible on your site?
• Is your navigation system explained?
• Has your homepage copy briefly highlighted your content?
• How can your visitors gain quick control of their journey?

That’s acclimatization. Now you’re ready to sell. YES! Effective homepage copy smoothes the transition from stranger to guest using acknowledgement, anticipation, and acclimatization. Done well and it’s sales zone time for the customer. Done poorly and it’s cortisone time for you.

Website Copywriter Tips: Web Copy 101

You already know how to create great web copy. Just remember your childhood nursery rhymes. As silly as it sounds, “3 Blind Mice” will show you the way. For some reason, “3 Blind Mice” paid me a visit. As I heard the 100th replay, it hit me – this would make great web copy. As a matter of fact, this simple little ditty contains 10 elements of Web Copy 101. In case you’ve forgotten, here’s how it goes. "3 Blind Mice; 3 Blind Mice. See how they run; see how they run. They all ran up to the farmer’s wife; She cut off their tails with a carving knife Have you ever seen such a sight in your life As 3 Blind Mice?” Let’s see how this children’s nursery rhyme is a model of Web Copy 101. Web Copy 101 #1, 2, 3 …3 Blind Mice (title or heading) 1) Try singing “A trio of visually impaired rodents, A trio of visually impaired rodents.” Catchy? Formal writing doesn’t sell. Write the way people speak and you will be heard. The title does something else for this song. 2) If you had to choose between songs entitled “Cows,” “Ducks,” or “3 Blind Mice,” which one would you choose? The title in all web copy has to grab the attention the reader. There’s more. 3) This alluring title makes the content clear right away. How many times do you stumble on a website only to find you’re not sure what they are selling or how it relates to you? Be sure your web copy uses the title or headline to set the table for the visitor. Web Copy 101 #4 …3 Blind Mice, 3 Blind Mice (first line) 4) This song is going to be about little rodents, not geese. Does the first line of your web copy highlight what you offer, or at least whom your site is for? Good web copy is not mystery writing. Instead it says, “We’re here to sell you something and here’s why you need it today.” Web Copy 101 #5, 6 … See how they run, See how they run 5) Repetition is the key to any message track and a staple of effective web copy. From a psychological point of view it lets your message become familiar and safe. From a search engine point of view repetition builds your keyword density and raises your search results. From a net reader perspective repetition in your web copy reinforces your message for the superficial reader who is scanning your site quickly. Repetition works on many levels. Let me say that again – repetition works on many levels. 6) The invitation to watch how the mice run around is also a clever way to involve the readers by getting them to do something. Does your site invite some kind of reader activity in the body of the web copy? Web Copy 101 #7 … They all ran up to the farmer’s wife; she cut off their tails with a carving knife 7) A good way to stitch your ideas together and build more active involvement in your copy is to use pronouns (they, she). By forcing the readers to build connections between previous and current information pronouns keep your site visitors more engaged. Web Copy 101 #8 … Have you ever seen such a sight in your life? 8) Do you know the best way to keep someone interested in what you are writing? What is 3 times 3? If you thought “nine” you proved my point. If you thought “eight” try night school. If you thought anything at all, you demonstrated the power of questions to generate reader participation. Everybody loves and needs to answer questions. Does your web copy provide thought provoking questions that get your reader thinking and involved? Web Copy 101 #9, 10 … As 3 Blind Mice 9) Brilliant web copy. More repetition. Plus, the story ends where it started. One of the advantages of writing with search engines in mind is that keyword focus helps you stay on topic. The glancing reader needs this controlling idea to get the essence of why they need what you have, now. Is your site's central idea consistently expressed all the way through your web copy? 10) True, the song is written for children, but notice the use of short, crisp sentences to tell the tale. How are you telling your tale? You want your web copy to be clear, smart and direct. I hope they get stuck in your head – the 10 lessons that is, not the lyrics. By the way, no animals were hurt during the writing of the article about web copy 101.

Website Copywriter Tips: Web Copy Sabotage

How does your personality affect your web copy? Whether you mean to or not, your site reflects you in ways you might not notice: sometimes good, sometimes bad. While personality peccadilloes can be endearing in social situations, minor personality flaws can cause web copy sabotage. So before you get out your keyboard, get out a mirror. Why not see if any of these 3 personality traits are seeping into the design and copy of your web site?

• Insecurity
• Pride
• Anxiety

Web Copy Sabotage #1: Insecure people create timid sites

Most people are insecure in certain situations as they vary their image to gain the favour of others. Nothing kills web copy faster than trying to be a people pleaser. Insecure people create timid sites that try to be all things to all people. Instead of declaring, “Here’s who I am,” insecure web copy tentatively pleads, “I can be whatever you want; hope you find something you like.” How forgettable and phony is that? Secure people on the other hand have learned to get real. Some people like them; others don’t. Their web copy stands out because their authors stand up. Their web copy is memorable because it is authentic. Does your web copy take a stand or does it sit on the sidelines wanting to be liked? Is your web copy real or real phony?

Web Copy Sabotage #2: Proud people produce narcissistic sites

While timid web copy aims overly outward, narcissistic web copy looks too far in the other direction. Business owners have a justifiable pride in their business. Sorry to say this pride can lead to web copy sabotage.

• Many owners lost in their delight often boast, “Look what I can do,” instead of proclaiming, “Look what you get.”
• Their web copy tends to focus on features instead of real customer benefits. It highlights trained staff rather than peace of mind.

Missing are empathy and impact. Nothing kills internet rapport like a one-sided, relationship. Does your web copy brag about you or resonate with strangers?

Web Copy Sabotage #3: Anxious people make nervous sites 

Nervous sites are the most common form of web copy sabotage. They don’t gaze outward or inward; they look nowhere, all hurried and patchy. The visuals are the first give-away:

• a little red here and a dash of purple there
• a touch of bold with a smidgen of underlining
• a bevy of random quotations
• a frenzy of isolated graphics

Where’s the rhyme? Where’s the reason? Where is the message? The web copy reads more like a digital ransom note than a calm presentation of a distinctive value proposition. The sad part is this kind of web copy sabotage is that it frequently betrays an honest business person who is just not comfortable about expressing his business. This web copy unfairly depicts sleaze and incredulity. Sometimes the anxiety is driven by a specific learning style. A number of individuals are more comfortable with trees than a forest, preferring details to the big picture. That’s too bad because site visitors usually crave the big picture before they invest their care and clicks. What image does your web copy convey – calm or chaos?

Web Copy Sabotage: What can you do about it?

So you’re not perfect. Everybody is a bit insecure, a tad proud and slightly anxious. The trick is to keep these failings from invading your web copy. So what can you do to prevent web copy sabotage? Your human shortcomings might populate your site because you are just too close to the data to detect your demons creeping up the keyboard. You’ve got to get some distance. First have a third party who’s not a family member play site doctor, looking for symptoms of insecurity, pride, and anxiety in your site design and copy. There’s nothing like conducting your own foible check to be sure you parked your sabotaging issues at the curb, not in your web copy. Here are 3 questions to ask:

• What exactly does my site stand for?
• How do my visitors see themselves?
• How have I organized my design and copy?

If these tactics don’t help you improve your web copy, you could either see a qualified psychiatrist or hire – you know – a handy copywriter.