marți, 11 octombrie 2011

Which Type of Link Anchor Text is the Most Effective? [An Experiment]

Which Type of Link Anchor Text is the Most Effective? [An Experiment]


Which Type of Link Anchor Text is the Most Effective? [An Experiment]

Posted: 11 Oct 2011 05:14 AM PDT

Posted by jamesagate

Cyrus Shepard's Beyond Exact Match Anchor Text Whiteboard Friday back at the start of September inspired me to run an experiment. Cyrus pointed out that there has been some evidence to suggest that the exact match anchor text link may not be the holy-grail it once was. I wanted to test the theory out for myself though and try to delve a little deeper into the effectiveness of different kinds of links and also attempt to identify which link type is the most effective. I also wanted to get an idea of just how advanced Google is at recognising the context around a link, i.e. is it even necessary to include a keyword in the anchor text or can it process non-keyword, 'click here' type links if they are placed near to the keyword itself.

Before we get started, I want to say that my test was pretty small (three new domains, three mini-sites, 10 links to each) this means that by no standard are my findings conclusive but I think it definitely offers some food for thought and certainly some areas worth investigating further.

Phase #1 – Keyword selection

I was in the market, so to speak, for a keyword with relatively little competition. My logic being that this would make the test as clean as possible since the only competition would be the other sites within this experiment.

This would mean that we would be largely in control of other variables like on-page optimisation, domain age etc. offering us more of an indication of the impact that the different links were having. A "Laboratory SERP" rather than a SERP that's been plucked from the wild.

I settled eventually on the 'Orange Mega Sweets' because it was really low competition and I needed a keyphrase with at least three words to make the experiment possible.

Phase #2 – Domain purchase

The next step was to acquire three domains. I wanted three brand new domains so that no other factors were coming into play. I considered acquiring the exact match domain to see how it would rank compared with the above three but in the end decided against this as it wasn't really my intention with this experiment.

GoDaddy Receipt

Above you will see a screenshot taken on September 13th 2011 detailing the hand registration of PurpleSweets.com, YellowSweets.com and BlueSweets.com. I decided on these three to ensure they were all equally relevant, similar lengths and of a uniform style – again to try and make this test as clean as possible.

I also paid for a new hosting plan to ensure absolutely no associations were made between these sites and my other websites. In hindsight, I should have gone further because I should have bought a hosting plan for each to ensure no association was made between the three test websites.

Phase #3 – Website Build

Very simple one-page microsites built on the latest version of WordPress with a standard WooTheme installed.

I made a couple of tweaks like footer attribution link removal, changed the homepage to display fixed content, linked out to a relevant Wikipedia entry to add some clout, made the title text based and added a keyword based tagline. I made the same on-page changes to all of the websites.

Body copy on each of these websites was again different (albeit similarly rubbish) and I also found a different image for each of the sites but kept the same title and alt tags for fairness.

Phase #4 – Linkbuilding

This part of the experiment was the most challenging. Deciding which types of links to acquire was certainly a difficult call to make.

In the end I went with a batch of 10 links for each of these three sites. I settled on some link sources which I happen to know index really fast (read – slightly too hot for client projects). Since this was an experiment, it didn't matter if the domains got burned.

(Link URLs masked to protect the sources - I know you can probably find them if you really want to!)

As you can see, with BlueSweets.com I built arguably organic looking links using non-keyword anchor text such as 'here' 'click here' and so on. My theory with this kind of link was that I wanted to test just how clever Google was at recognising the context of a link as these 'click here' etc. links were all placed within close proximity to the target keyword phrase 'orange mega sweets'.

With PurpleSweets.com, I went exact match anchor text crazy and finally with YellowSweets.com I kept things looking a little chaotic with a mixture of partial anchor text links.

To be as scientific as possible, I created links that were from very similar sources for each of the sites and I built 1 link at a time to each website – all links were completed and live within a 24 hour time period.

Phase #5 – The Results

Here are the rankings for each of the websites on day two of the experiment (14th September):

As expected, none of the sites ranked inside the top 50.

What about on 15th September though?

Interestingly, by day three of the experiment and only day two of these sites being live BlueSweets.com shot straight to number one for the target keyword. If you remember this was the site with the 'click here' type anchor text links.

It was a surprising start given that my feeling was non-keyword anchor text links probably lacked the relevance that Google was looking for but maybe I was about to prove myself wrong and perhaps Google has got smart at recognising the context around a link..? Nevertheless, my feeling that after just one day it was too soon to make any kind of judgement.

September 16th and BlueSweets.com had maintained its position - see screenshot below for Google.com accessed via a proxy.

By September 17th BlueSweets.com was still sitting at position #1 and the other two sites were still nowhere to be seen.

 

Later that day I ran the Rank Tracker again (yes I checked rankings twice in one day…) and things had really been shuffled:

Out of nowhere YellowSweets.com takes the lead and BlueSweets.com disappears off of the radar. YellowSweets.com is the website with a link profile consisting of partial match anchor text links.

The eagle eyed amongst you will note that the ranking URL was http://yellowsweets.com/p rather than the main URL – odd considering I mistakenly installed WordPress there for less than 5 minutes before I realised what I'd done, removed it and re-added to the root folder. If anyone has a theory on how Google managed this or why it happened...I would love to know!

I let things run their course for a couple of days and by 21st September, we see the following:

YellowSweets.com holds #1 and has an indented listing at #2. PurpleSweets.com (that has 10 exact match anchor text links) suddenly makes an appearance, dropping to #3 from #2 that it achieved just a day earlier (20th September).

Fast forward a week and the picture remains almost the same...

By 28th September, YellowSweets.com had lost its indented listing but the site remained at #1 with PurpleSweets.com sitting at #3. BlueSweets.com is nowhere to be seen.

Summary

Small Disclaimer

During this two week experiment, there was one occasion where SEOmoz's rank tracker data didn't match up to the rankings seen when a search was performed manually via a proxy.

Make of this what you will but my feeling is that this doesn't detract from the overall validity of the experiment because I was trying to identify patterns in a site's movement relative to each other rather than specific rankings on a given day.

What I learned from this experiment

Google isn't quite there yet

Google perhaps isn't quite there yet with their assessment of link context – the results of this experiment seem to suggest that Google still needs a hint and places a high degree of trust in the relevance of the anchor text (whether partial match or exact match).

The links built for each of these sites were from generalised sources and arguably from websites that weren't all that relevant. The pages these links were placed on however, made some of the right relevance & signals in terms of relevant largely handwritten content, a decent page title and no nasty paid links to bad neighbourhoods.

For this particular SERP at least, Google still appears to place a huge amount of importance on the anchor text of a link rather than the context or perceived relevance.

Partial match is the better long term strategy

Although YellowSweets.com was the slowest off the mark in this experiment, it made a steady rise to the top and retained its position. This indicates that partial match linkbuilding in practice is the safest in terms of long term stability and potentially also the more effective now and in the future (proving what Cyrus was saying in his ‘Beyond exact match’ WBF).

Think beyond the link

In the end it comes back to Cyrus’ closing statement – "Judge like a human". In practice, a link profile consisting entirely of exact match links doesn't look natural and is easy for Google in the future to de-value a huge proportion of your link profile in one fell swoop.

Assess link opportunities also as promotional, brand awareness and traffic opportunities and look at ways to build a presence online that will survive a future that is likely to be less about links.

Questions

  • What made BlueSweets.com jump straight to #1? - And did this trigger some kind of warning/penalty that made it disappear?
  • We know about penalties for over-doing exact match links so why did PurpleSweets.com escape unscathed? - It has a link profile consisting of 100% exact match links and no other directly competing site has this many exact match links for that keyword so in theory the site should stick out like a sore thumb.
  • This leads me on to my next point that what results would we see in a different sector? - Google undoubtedly monitors some SERPs more than others so what would be considered a dangerous number of exact match links is relative to the marketplace.

I would like to end by saying that all links were built for test purposes only. If you do find the link sources (well done you) please keep them to yourself, I have started to remove the process of removing the links since the experiment has drawn to a close.

By James Agate, Founder and Director of SEO at Skyrocket SEO – a leading eCommerce SEO and Conversion Optimisation consultancy.


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12 Creative Design Elements Inspiring the Next Generation of UX

Posted: 10 Oct 2011 06:15 PM PDT

Posted by randfish

It's been a long time since I've written about design here at Moz, but I spent my morning in a great meeting with Derric, and was inspired by a lot of his ideas and what we reviewed to revisit some of the emerging trends and outlier creatives that are opening our eyes to what's possible. Below, you'll find some truly exceptional, unique elements of creative layout and artistry, as well as simple tweaks to best practices that are pushing the field forward. Hopefully, a few will inspire your design directions, too!

#1 - Products Floating on the Background

Here's a good-looking page from Hugh & Crye Shirts, showcasing one of their garments:

Hugh & Crye Shirt

Not bad, right?

But watch what happens when the product is lifted out of the photo context and floated onto the background (courtesy of designer Chris Svetlik):

Hugh & Crye Redesign

Pretty remarkable, right? Something about the texture makes me want to reach out and grab it. The design minimizes the distance between the product and the interaction on the screen and in this instance, the drop-shadow adds to the ethereal, physical quality of the connection between browser and shirt.

Here's another example of the same principle at work from Makr Carry Goods, creators of some beautiful bags:

Mark Carry Goods

The bag doesn't quite scream "grab me" like the shirt above (at least to me), possibly due to the lack of shadow, but the effect is still clearly a differentiator. It's evident again below in a great design from Tinkering Monkey:

Tinkering Monkey

I hope more product photography goes this direction, allowing for a more immersive experience when viewing physical goods on the web.

#2 - Typography IS the Design

Minimalist sites have been leveraging the power of typography for years, but it's finally maturing thanks to massive upgrades in web-rendering of fonts and some genius layouts by experienced designers.

Below is an example from Girlfriend NYC, whose whitespace is as elegant and suggestive as any I've seen:

Girlfriend NYC

Another great example comes via Infinvision, who adds artistry to font design and tells a terrific story through their copywriting and copyillustrating:

Infinvision

I'm excited to see more of this make its way out of designers' portfolios and into product, software and content websites. I suspect there's some phenomenal opportunity for creatives to make this work with the right client. Maybe even something for mobile?

#3 - The Infographic as the Primary Communication Tool

For the past decade, infographics have been "add-ons" to websites, often living in blogs or article sections apart from the primary story of the product/brand. No more.

In the past few years, there have been some remarkable moves to make the infographic itself the center of the site, and the results are pretty cool. Below is a screenshot from MahiFX, a trading platform that gives its pitch by comparing salaries entered by users to that of a legendary investor and user of their platform. Have a peek:

MahiFX

Perhaps just as engaging, though less parseable (at least for us English speakers) is this remarkable industry page from the French VinSociete:

VinSociete

If an infographic can tell the story with data better than paragraphs of text and bullet point lists, why not?

Here's Maersk's website, a massive shipping company, showing off the visual comparisons of their freighters against major international landmarks:

Maersk

I love the creativity and visualization of this approach and hope it catches on. I can imagine so many boring "about" pages and "industry explanations" turning into link-worthy, share-worthy content using this approach.

#4 - The Vertical Storyteller

This trend may not have started with Ben the Bodyguard, but the site has come to represent a movement all its own. After launching, it received thousands of tweets and hundreds of links and that's just for the design! The product wouldn't come out for another 3 months.

Ben the BodyGuard

Obviously, Ben's onto something. To experience for yourself, visit this page and start scrolling down (don't click the video, just scroll).

Another example comes by way of Reverend Danger, whose digital agency site features some clever scroll-triggered animations and a whimsical style:

Reverend Danger

It can't be long before more sites adopt this methodology, particular considering the success of the "Ben" design in building excitement for the product.

#5 - Show the App and the Rest Will Follow

Remember this scene from the Muppets Take Manhattan? Of course you do! But just in case you've forgotten (even though you saw it, like, a million times as a kid) and don't feel like watching the video, it's the one where Kermit, after being stricken with temporary memory loss, informs a group of brand marketing frogs that perhaps the best way to inform the public about a new soap is simply by "saying what the product does."

Chart.io

Above is Chart.io, taking Kermit's advice to heart in their design. Five words explain what the product does (it's "Google Analytics for Business Data") while the screenshot shows off an interface that looks like it will deliver precisely on that promise.

Here's a slightly different take on the same problem from If This Then That:

If This Then That

The app itself doesn't quite showcase as elegantly as Chart.io, so IFTT took the liberty of spelling it out using a visual typographic interface. It almost reminds me of the simplicity Google first displayed when they launched (remember the old days when everyone thought their minimalist blue results were the key to their success?).

#6 - The Interactive Flourish

It used to be that interactivity meant complex and overwhelming, but designers like Ian James Cox and Bianca Mangels are overhauling that with simple, brilliant elements like the ones showcased below:

Ian James Cox

 

Bianca Mangels

The interactive brain diagram is merely a creative delivery vehicle for information that's clearly listed on the left-hand side of the page. But the attention to detail and the extra effort make it stand out from the crowd. I must have browsed through two hundred design portfolios in the last week, yet this one caught my eye and kept my focus.

#7 - Flawless Fluidity on any Resolution

It's still tough to find, but there are a handful of sites that "degrade" so eloquently, they're just as exceptional on a phone, a laptop and a giant desktop monitor. One example comes via Joshua Sortino, who professes perfection and actually delivers. Here's his site at 1600px wide:

Joshua Sortino

And again at 400px wide:

Joshua Sortino

Here's another exemplary performer: The Manual, which uses the clever tactic of keeping the content to the left and letting the photography take the rest of the space.

The Manual

Given the massive growth in web speed and use on devices of all shapes and sizes, I expect this practice to get more and more common. Hopefully, others can find ways to do it as beautifully as these two.

#8 - The Brand as a Cartoon Character

Here at SEOmoz, we have our beloved Roger Mozbot:

Roger MozBot

And the trend to update friendly, cartoon pals to help personify brands is certainly growing. Here's an example from Fork, the open source CMS:

Fork

Another favorite comes via Wallt, who represents a wall artist in the Netherlands:

Wallt

I like brand mascots and I like cartoons. Until the past few years, it was hard to find great examples on the web, but today, there's dozens, if not hundreds of solid representations. A lenghty thread on Quora covers many of the best-known ones among startups, and I'd be shocked to see this trend go anywhere but up.

#9 - Inspired by Print + Paper Design

This trend's been around a long time, but the execution's improving and I'm finally seeing designs that don't just employ paper-goods style UIs to be "retro." An example of a highly useful and usable interface on this front comes via Oak Street Bootmakers, who combine great product photos and good-looking clothing with a classic print-inspired UX:

Oak Street Bootmakers

There's even a "colophon" in the footer :-)

#10 - The Irreverent Message

I like when brands can authentically express their message in a way that challenges convention and surprises the viewer. Restaurant site Dilly Deli in Tulsa, OK starts things off on the wrong foot:

Dilly Deli

But somehow, despite "them bein' fightin' words," it works.

Tripfab applies the same irreverent spirit with a clever graphic to make their point:

Tripfab

Obviously, this tactic isn't for everyone but it certainly can help a site (and the brand behind it) stand out from the crowd.

#11 - Focus on the Input Box

Earning a click is impressive. Earning a form fillout, email address or website capture? That's where the bread gets buttered. Check out Stella Monitoring, whose throwback design does a nice job of focusing on the true call-to-action, the input box for website speed testing.

Stella

From there, it's just an email away from a brilliantly executed conversion.

OpenGovernment does a pretty top-notch job of this as well, quickly funneling visitors to either the email signup or to the right district. The CTA is clear and the design puts all the focus in the right places:

Open Government

Wonder how their input rates compare to OpenSiteExplorer... :-)

#12 - Light & Shadow

The Brazilian design firm Vivas shows off some pretty exceptional photography and lighting transitions on their site:

Vivas

But perhaps nothing else on the web compares to the use of light and shadow in Limbo:

Limbo

Technically, the best stuff is inside the game itself, still the website does a nice job of suggesting the deeper experience with its dark hues and oversaturated pinpoints. Warning: don't play the game at night. It's scary as hell. But do appreciate the amazing lighting - it's as inspirational an art form as any I've seen.


If you have other sites or design concepts to contribute, I'd love to see them! Feel free to insert relevant links in the comments.


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Texas Teacher Needs Jobs Act to Pass to Return to the Classroom

The White House Your Daily Snapshot for
Tuesday, October 11, 2011
 

Texas Teacher Needs Jobs Act to Pass to Return to the Classroom

Kimberly Russell was laid off in May of this year. She was teaching Social Studies and Economics at Lincoln High School in Dallas. Unbeknownst to Russell, her position was being paid by federal stimulus funding and the funding was exhausted. Russell is hoping that Congress will pass the American Jobs Act to help teachers get back to work soon.

Read Kimberley Russell's story.

President Barack Obama meets Kimberly Russell before delivering remarks on the American Jobs Act at Eastfield College in Mesquite, Texas, Oct. 4, 2011. (Official White House Photo by Pete Souza) 

In Case You Missed It

Here are some of the top stories from the White House blog.

Clothing Manufacturer Says the American Jobs Act "Will Change the Global Scope of Apparel Manufacturing"
Chris Yura says "We have the people that want and need jobs; we need to invest in them".

Cutting Red Tape to Help Create Jobs
The Administration is announcing the selection of 14 infrastructure projects around the country that will be expedited through permitting and environmental review processes .

Weekly Address: Making Your Voice Heard on the American Jobs Act
President Obama urges Congress to pass the American Jobs Act to put more people to work, put more money in the pockets of working Americans and give the economy the jolt it needs right now.

Today's Schedule

All times are Eastern Daylight Time (EDT).

9:45 AM: The President departs the White House en route Joint Base Andrews

10:20 AM: The President departs Joint Base Andrews en route Pittsburgh, PA

11:00 AM: The Vice President presides over a ceremonial swearing-in for Director David Petraeus

11:15 AM: The President arrives Pittsburgh, PA

11:50 AM: The President tours the IBEW Local No. 5 training facilities

1:45 PM: The Vice President will meet with Prime Minister Igor Lukšić of Montenegro

12:05 PM: The President convenes a meeting of the President’s Council on Jobs and Competitiveness and delivers remarks WhiteHouse.gov/live

1:50 PM: The President delivers remarks at IBEW Local 5 Training Center WhiteHouse.gov/live

2:40 PM: The President departs Pittsburgh, PA en route Orlando, FL

4:40 PM: The President arrives Orlando, FL

5:55 PM: The President delivers remarks at a campaign event

8:30 PM: The President delivers remarks at a campaign event

9:45 PM: The President departs Orlando, FL en route Joint Base Andrews

11:35 PM: The President arrives Joint Base Andrews

11:50 PM: The President arrives the White House

WhiteHouse.gov/live  Indicates events that will be live streamed on WhiteHouse.gov/Live

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30 Ways to Act Like Google to Beat the Monopolist at SEO and Beyond

Posted: 10 Oct 2011 07:23 AM PDT

*

Google is now not the only monopolist on many search markets including the UK, but the mega-corporation is overtaking new markets, crushing the competition with more or less ruthless tactics.

Some SEO industry pundits such as Aaron Wall already advise you to prepare for a time after SEO when Google will finally keep most clicks for itself.

The tendency is already there, as some search engine result pages (SERPs) are already dominated by ads and Google-owned paid services.

I like the way a Google Panda victim has put it:

"Google Panda is the result of many years of struggle, with Google trying to eliminate go-between services like news aggregators and specialised search engines," explains Chappaz. "Why? Because Google's revenues for the broad search platform are slowing down. Google needs to eat in its own ecosystem to keep its revenues flowing.​

What can you do about Google entering your market and making everybody go out of business quickly?

It’s not just content farms. It’s everybody. Just consider a few of them:

  • News organisations
  • Book publishers
  • Shopping search engines
  • Review sites
  • Specialised portals (such as finance or travel)
  • Map services

They all fight for their lives. Many of them are doomed. They try to survive by going to court but they soon won’t be able to pay their lawyers anymore. Google is getting more and more aggressive in its attempts to grab market share in profitable industries. So what can you do about it? Just give up? Join Google and work for them as wage slave?

I want to show you some of the tactics Google uses to overwhelm their competitors.

  1. Look out for successful business models by start-ups. Buy them or copy them. Google tried it with Groupon to later launch Google Offers.
  2. Give your services away free until your paid competitors’ market share dwindles, and once you dominate, launch your paid version – as Google did with Google Analytics.
  3. Give away your services in exchange for customer data. I get mails from Google advertising Adwords all the time.
  4. Buy your competitors and dismantle them, as Google did with many start-ups. In case you can’t afford to buy the company lure away the people behind it.
  5. Offer products for your services and services for your products, as Google does with Google search and Google Chrome. By bundling, you create demand.
  6. Make your employees your spokespeople in their private blogs and on their social profiles, as Google does with Matt Cutts and many others. Nobody can sue them for their personal opinions.
  7. Grant access to new products to your cheerleaders first, so that you get only good press immediately after the launch. Google succeeded with Google+ that way.
  8. Declare your products Open Source or your content Creative Commons so that other people spread them for you and do your work free. Android is the best example here.
  9. Pay your taxes where they’re the lowest not where you make most of your money. Google Europe is registered in Ireland, while most of the money is made in larger countries such as Germany, France or Italy.
  10. Corporations don’t have to obey the law as long as they earn more money than they have to spend on the penalties. Just consider Google’s earnings by ads for medications illegal in the US and the broken privacy laws in around 50 countries with Google Streetview.
  11. Pretend that you’re not a profit-oriented business but instead you just want to contribute to the public good, as Google did with Google book search.
  12. Abandon non-profitable products and services as quickly as you can. Google does all the time.
  13. Go after the critical mass of users for free products and services. Once you have it, they will become profitable eventually.
  14. Always explain that your services are beta so that when they are broken nobody can complain.
  15. Hide the ugly truth in small type in the TOS. For example, Google Docs and other services own the copyright for your documents.
  16. Use your own products to provide actual use cases for them, as Google does on Google+, Blogger or others.
  17. Make people work for you to correct your mistakes. Google lets the whole SEO industry fix the search results for them because they can’t rank websites correctly by themselves.
  18. Convince people to create the raw materials for your services to able to work like. Google insists on everybody creating lots of great content so that they can put ads around it.
  19. Share your revenue with others to have a broad base of supporters, as Google does with its ads.
  20. Cooperate with your biggest competitors to set industry standards everybody has to abide by, as Google did with other search engines on nofollow or Schema.org
  21. Catch up your smaller and faster competitors by stealing their ideas and presenting them as your own, as Google did with the content farms issue Blekko acted upon first.
  22. Explore new markets geographically and vertically, as Google did by establishing localised search engines in most countries and also specialised search verticals such as video, image or news search.
  23. Let your users copy other people’s content and spread it using your tools and services, as Google does with Google Reader or Buzz. This way it’s the user’s fault not yours.
  24. Always aim for market domination. The smaller fish can compete against each other for the leftovers. Just think Google search and Microsft vs Yahoo plus YouTube market share.
  25. Do not react when facing criticism, unless the source is akin to the New York Times. Google only listens when the bad publicity is really big.
  26. You do not have to abide by your own rules as long as you make them. When people complain, let them – they are powerless. When Google.de paid for links nobody cared.
  27. Automate wherever you can. Paying people to do work is the most expensive part of business. You can also hire ”permanent temps” that can get fired any time.
  28. Ensure that your users disclose their real names for your services so that you can use their data for other services, as they do with Google+. This way they can use these social signals for improving search results.
  29. Work together with authorities when it comes to censorship or private data. This way you’ll get protected in the future. Google works together with US intelligence agencies even when it comes out that they break laws from other countries.
  30. Make your workplace a colourful playground for grown-up kids so they don’t feel like they really work, and everybody will wish to work with you. Google is known as the best workplace in the world and images of its facilities are spread widely to support this impression.

​Some of these business practices are quite common, but nonetheless they are ethically questionable. Others make Google stand out in a positive manner. You have to choose the ones that fit your business model best, but when you compete with Google you have to be as ruthless as they are. Otherwise your market, and I don’t solely talk about SEO, might get dominated by Google in the near future. Whatever market Google enters, it ultimately forms a monopoly there. So it’s about the survival of your business.

​* CC image by walknboston.

© SEOptimise - Download our free business guide to blogging whitepaper and sign-up for the SEOptimise monthly newsletter. 30 Ways to Act Like Google to Beat the Monopolist at SEO and Beyond

Related posts:

  1. High Risk SEO: 33 Ways to Get Penalised by Google
  2. 9 Ways to Sharpen Up Your Paid Search
  3. 30 Ways to Use Blekko for Search & SEO

Seth's Blog : Open conversations (or close them)

Open conversations (or close them)

A guy walks into a shop that sells ties. He's opened the conversation by walking in.

Salesman says, "can I help you?"

The conversation is now closed. The prospect can politely say, "no thanks, just looking."

Consider the alternative: "That's a [insert adjective here] tie you're wearing, sir. Where did you buy it?"

Conversation is now open. Attention has been paid, a rapport can be built. They can talk about ties. And good taste.

Or consider a patron at a fancy restaurant. He was served an old piece of fish, something hardly worth the place's reputation. On the way out, he says to the chef,

"It must be hard to get great fish on Mondays. I'm afraid the filet I was served had turned."

If the chef says, "I'm sorry you didn't enjoy your meal..." then the conversation is over. The patron has been rebuffed, the feedback considered merely whining and a matter of personal perspective.

What if the chef said instead, "what kind of fish was it?" What if the chef invited the patron back into the kitchen to take a look at the process and was asked for feedback?

Open conversations generate loyalty, sales and most of all, learning... for both sides.

 

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