8 Customer Service Truths That Apply to Authors

I am always looking for good customer service books and case studies for work. I recently finished Bruce Loeffler and Brian Church's he Experience: The 5 Principles of Disney Service and Relationship Experience. It has some good take-aways for writers. We don't always think about customer service or relationships with our readers, but maybe we should. Here's what I learned...

  • Excellent companies all "possess a relentless resolve to create the best experience possible for their clients or customers." I say that excellent writers do the same.
  • The I CARE philosophy is: Impression, Connection, Attitude, Response, and Exceptional. It's key to how you interact with your customers.
  • "Average never inspired anyone."
  • We get into trouble when we leave things to chance, or we are unprepared.
  • Are you ready? Put some energy and enthusiasm in your voice.
  • Be intentional and deliberate.
  • The FACE philosophy is: Friendliness, Attitude, Connection, and Excellence.
  • Your name is the most important thing you own.
I thought that as I writer, I would just create brilliant books. I didn't realize how many presentations, interviews, workshops, and book signings were involved. I'm glad I have a business background and experience with public speaking through Toastmasters. How you present yourself and your work are important to readers.

Oops - Sloppy Writing Habits That Will Get You in Trouble Every Time

When I'm in my writing zone, I tend to slip into some bad habits, and often, I don't realize I'm doing them until I start editing and revising. Here are some of the big ones that writers often make.

Show; Don't Tell - We've all heard the command to show our readers without telling them what's going on. It is so easy to slip into this habit. Reread your chapters and eliminate sections that are just descriptions.

Every Little Detail - You don't need to account for every minute in your character's life. You can skip ahead in time and omit the routine details. For example, if your character if flying from New York to Nashville, and the airport and plane are not germane to the story, have her go to the airport and then jump ahead to the landing in Nashville. We don't need to know about the security check, inflight movie, snacks, or the baggage claim.

Cut the Chitchat - Dialog in fiction shouldn't contain the normal, mundane chatter. Pare down your character's conversations to what is needed for the story.

Keep it Conversational - Dialog in fiction should be conversational (unless there is a need to have a character be more formal). Use contractions, short sentences, or incomplete sentences to mimic how real people talk.

If You're Bored - If you're bored, your reader will be too. Cut the fluff. Get rid of unnecessary words and anything that slows the action of the story down.

Multiple Adjectives - Don't layer on the adjectives. One good one will do. And pick strong adjectives. Leave out the plain Jane ones that don't add anything to your sentences.

Weak Verbs - Look at your verbs. If they are weak or propped up by blah adverbs, rewrite the sentence. You need action verbs that will keep the momentum of the story.

Last Sentences - Look at the last paragraph of each chapter and verify that it compels the reader to continue on. If it's boring or slow, your reader will use it as a good stopping point. 

Character Names - Avoid overusing your character's name. Look at your paragraphs. You shouldn't see the name over and over. If you find a pattern, rewrite some sentences. I've had beta readers tell me that the overuse of names slows down the action.

Overused Words - Know the words you tend to overuse. For some reason, I'll use a word or phrase multiple times. In my last manuscript, it was "peek" and "rolled his eyes." I searched for instances and did rewrites.

I tend to use "that" and "just" too much. During the revising stages, my search/replace feature is my friend. It helps me quickly find the overused words.

Exclamation Points - Don't go crazy with the exclamation points. Hardly anyone is that exuberant. My writer friend calls these the jazz hands of writing.

I find the writing is the easy part. The revising and editing take me much longer because I need to weed out the sloppy habits. Best wishes with your writing projects.

Whew! I Didn't Realize How Much Marketing Authors Do

My debut novel launched this month. Whoo hooo! I planned a launch celebration and did interviews, author spotlights, and guest blog posts for 27 sites. I did a Facebook hop, a Goodreads give-away, a radio interview, and a podcast interview. And I'm just getting started. I have book signings and presentations scheduled through October. Whew! I also work a full-time job, so I've learned to balance it all.

When I started writing, I didn't realize how much marketing was required of authors. It has been a rush of activity (especially with all the other things going on at the same time), but it has been fun.

Here's what I did and how I attempted to stay organized...

1. I have a calendar for book events and marketing deadlines. I carry it with me and update it faithfully.

2. I track my marketing efforts to give me data to see what types of activities increased social media followers, blog/website traffic, and book sales. It will help me when I plan other marketing campaigns.

3. I also make a conscious effort not to devote all of my time to marketing. I have to make sure that I carve out writing time because ultimately, my job is to write the next book.

4. Since I work during the week, I block social media time to keep up with the comments, tweets, and other interactions. I do about thirty minutes in the mornings and about ninety minutes in the evenings. I make lists in Facebook and Twitter, so it helps me keep up customized newsfeeds.

5. I did a lot of guest blog posts for this launch, and I wanted each one to be different. Before I started, I made a list of themes and unique items in my book. That gave me a good list of blog topics. I did one on the Sears and Roebuck catalog house that my sleuth lives in, a day in the life of my character, a tribute to the 80s, a list of every-day spy gadgets, and an homage to Nancy Drew.

While it has been a whirlwind of activity over the last few months, it has been tremendous fun. And I look forward to this summer and fall's events!

Growing up as a "C.K." and How It Inspired My Love of Mysteries

I'm a "C.K." (Cop's Kid). I had a great, but sometimes unusual childhood. But I wouldn't trade it for the world. I think it played a huge influence in my love for all things mystery.

As a small child, I'd go with my dad to the shooting range. One of my first jobs was to collect shell casings in a metal peanut can when he was done firing. Those suckers were hot. You had to be careful.

He was the SWAT commander in the 1970s, and they needed practice bullets. I sacrificed a ton of crayons for practice ammunition. What other elementary school kid knew how to melt crayons and fill shell casings?

In first grade, my dad was the BEST for career day. He arrived in a police car, and then he had the police helicopter fly over and land in the field next to the school. He was way cooler than the insurance salesman. I still owe him for that one. He and the helicopter pilot were a hit!

One summer evening, my sister and I learned how to use a night scope. It was fun to watch the neighbor's dog illuminated all in green.

But NEVER watch police shows with law enforcement professionals. There were very few police dramas that my dad liked because most were too "Hollywood" and not real. I loved "CHiPs," and I never heard the end of it about Ponch and Jon not even riding their own motorcycles. (I didn't care that they were towed behind a truck.) But this stuck with me, and as a mystery writer, I do a lot of research to make my stories as accurate and plausible as possible. And my dad, now a retired police captain, is my best resource on police procedures and crime scenes. (The only police shows that he liked were "Hill Street Blues," "NYPD Blue," and "Barney Miller.")

As a C.K., I learned respect for guns and law enforcement. I am still a fan. Our police, fire, and first responders are heroes. They risk everything every day. I too vividly remember when my dad was called out for emergencies, and I wondered whether or not he'd come home that evening. These men and women (and their families) give up a lot in service for us. He worked just about every holiday, and we was right in the middle of every emergency or crisis.

While it wasn't a "normal" childhood, we had some interesting dinner conversations, and it was a wonderful time that I wouldn't trade for anything. Happy Father's Day, Dad!

My Six Favorite Tools for Book Marketing

 

I've found some interesting tools and websites to help authors with their social media and book marketing. Here are six of my favorites...

Social Media

Sometimes, my Twitter follows/unfollows gets out of hand. I have a paid subscription to Tweepi to help me clean up. I used to use the free version, but they altered their "unfollow" feature. I upgraded to the paid version, and it helps me keep all of my accounts in order.

I use the free version of Crowdfire to manage my Instagram follows/unfollows. It also manages Twitter. I may try that and consolidate my tools to one.

I use Rank Forest to see my daily Amazon ranking. The free version allows me to track one book. It's good to see where you are over time, but I try not to obsess over numbers. Don't make yourself crazy.

Website/Blog

I use Squarespace for my website and for another that I created for a group of authors. It is easy to use, and it provides detailed analytics. Previously, I used GoDaddy, but they dropped their blog option.

Marketing

I use VistaPrint for my business cards. They offer frequent discounts, and the quality is good.

I've had a lot of success from Next Day Flyers for my bookmarks. I've also used them for invitations for book launches.

How to Market When It's Not in Your Nature

When I dreamed of being an author, I envisioned working at my computer and writing brilliant books. I never realized how much marketing and promotion was involved. These days, writers are expected to promote their books. It's in my contract.

Writing is a business, and marketing is a key part of that. The hard part is that it's often trial and error to see what works for you. I schedule my marketing campaigns, and then I track the analytics (e.g. sales numbers, blog hits, ad metrics, and costs) to see if there were positive results. Use your analytics on your website, blog, Facebook, and Twitter. There's a lot of good information there.  I created a spreadsheet to track this information. I'll have details when I get ready to run the next campaign. Make sure all your hard work is paying off.

It feels weird to post about myself all the time. There are people who are uncomfortable with it. Try to balance your posts. The 80/20 rule is a good guideline. Twenty percent of your posts should be "buy my book." The others should be about other interesting things. Post recipes, pet pictures, hobbies, or other interesting things you do. And make sure you share others' content.

There needs to be a balance. Look at your newsfeed and see what your last twenty posts look like. When I'm cruising my Facebook newsfeed, I tend to hide or ignore the noise. I pay attention to sales (but not the ones that run every week). We have a furniture store here in Virginia that has a SALE!!!!! every week. The joke at my house is, "Oh, look. They're having another sale." I pay attention to contests too, but the "Hey, I got another 5 Star review" posts get mixed up in the noise of the newsfeed.

There are a lot of Facebook groups and sites to post your book information. Be careful if you do your posting all at the same time. People will see a string of the same post to different sites. Spread out or schedule your posts. I would also mix the content up too because a lot of readers visit the same sites too.

It also helps if you can find a group of writers to assist you. I'm in several groups for writers and bloggers, and we comment, post, and share each others' information. This helps get the word out without you having to do all the "Hey, look at me" posts.

It is definitely a challenge to get the word out and to keep your book in front of people.  And sometimes, what works once, doesn't work a second time. Best wishes with your promotions. Drop me a note and let me know what works for you.

My Mustang Playlist...

I am a beach girl at heart, and Memorial Day weekend is the official kickoff to summer. My sleuth, Delanie Fitzgerald also drives a Ford Mustang. So put the top down, grab your flip flops, and turn up the tunes. Here's my Mustang playlist.

  1. Bad English – “Rocking Horse”
  2. Blues Traveler – “Last Night I Dreamed”
  3. Chuck Berry – “My Ford Mustang”
  4. David Bowie – “Young Americans”
  5. Dick Dale and the Del-Tones – “Wild, Wild Mustang”
  6. Eminem – “Echo”
  7. Five for Fighting – “’65 Mustang”
  8. Jack Ingram – “Mustang Burn”
  9. Jan and Dean – “Move out Little Mustang”
  10. Jason Aldean – “Tattoos on This Town”
  11. Keith Urban – “Sweet Thing”
  12. Leah Turner – “Take the Keys”
  13. Martha and the Vandellas  - “Nowhere to Run”
  14. Megan Nichole – “Summer Forever”
  15. Power Supply – “My 5.0”
  16. Rip Chords – “Hey, Little Cobra”
  17. The Chesterfield Kings – “Shelby GT 356”
  18. The Zip Codes – “Run, Little Mustang”
  19. Toby Keith – "Whisky Girl"
  20. Vanilla Ice – “Rollin’ in my 5.0”
  21. White Zombie – “Black Sunshine”
  22. Wilson Pickett – “Mustang Sally”