Why Testimonials Are Over - Rated in Sales
How would you like to have Stephen R. Covey write a glowing book-jacket quote about you and your business?
What a great testimonial, right? Covey's book The 7 Habits of Highly Successful People has sold 5 million copies since it's copyright date of 1989. It is still-still-ranked number #85 on Amazon's total rankings (including Harry Potter, etc.), and #1 in several sub-categories. And it's a fine, fine book.
So a referral from Covey ought to be worth a ton. And by extension, references in general ought to be valuable, right?
Well, yes and no. And as usual, the no is more instructive than the yes.
Take the case of a new sales book: Sales Blazers, by Mark Cook. Right there on the cover, it says, "Sales Blazers is one of the most important books you will ever read." -from the foreword by Stephen R. Covey.
"One of the most important books you'll ever read. " That's what Covey says, to you and to me, right there on the cover.
Now I don't know about you-your reactions could be different than mine, to be sure-but for me, when someone tells me, flat-out, in a mass media outlet, that he knows what I will believe to be the "most important" anything in the world-watch out. That's a red flag. I am already suspicious.
Now I'm thinking, 'how dare you claim to know what's important to me-much less "most important?"' This is like TV ads that address me in the second-person singular as "America." ("America, we know you love sports. That's why we created pocket couch potato...")
Lesson one about testimonials: all the testifier's fame is put at risk if the testifier claims knowledge he doesn't have-in this case, knowledge about me.
So now I'm predisposed to be suspicious when I check out the book. I note in the foreword that the author used to work for Covey's son, at Covey's company in Salt Lake City. Self-interest rears its head like Putin flying over Alaska. Is this going to be an objective review? Cui bono?
I check out the (three) online reviews on Amazon. The first two are by people living in Salt Lake City. What a coincidence. (And, surprise, they're positive).
Now I'm ticked off before I open the cover.
When I finally look at the book, it's all about how leadership can improve revenue for a sales team.
OK, fair enough. I believe that. And I see the link between leadership and team performance. I also believe Covey knows something about that, so now he's regaining a little credibility with me.
But as I read on, I notice the book is all about selling and revenue and achieving sales goals. Nothing about customers.
I mean nothing! I go to the index. There are 2 entries on "competitor," and about 13 on "rewards". But "customer?" Not a one.
Now, there's nothing wrong with leadership, revenue goals, or sales success. They're all very relevant to sales, obviously. A book about it is perfectly valid.
But in my case-me, personally-I happen to believe very strongly that sales should be ultimately all about the customer. I mean by that-the end goal, purpose, meaning and intent of sales-is to improve life for the customer; and that if you do that, you too will succeed wildly in selling.
You don't have to agree with my view on that, nor do Covey and Cook (and evidently they don't).
But-if you're going to tell me, in a mass medium, what I, me, personally, am going to consider one of the most important books I'll ever read-then you'd better be right.
And in my case, he was wrong.
This looks like a decent book on leadership and sales force management. Is it "one of the most important books I'll ever read?" No way, no how, not even in the ballpark with a ten-mile pole, not a chance, you-gotta-be-koidding me.
And that's the trouble with testimonials.
If you're asked to give a testimonial, restrict yourself to statements in the first person. If you solicit one, don't over-estimate the impact.
But-the heck with you Charlie, you might say-'Is it working?'
See for yourself at Amazon's ranking: At this writing, it was ranked #298,332.
For comparison, see the Top 100 sales books on Amazon, where the #100 sales book is currently ranked #27,000. Not even close.
Don't over-estimate the power of testimonials.
And don't squander your own precious credibility by claiming to know the customer when you don't. A reputation is a terrible thing to waste.