Because services are intangible, marketing communications for services do more than sell services. Communications make services more tangible, and give prospects something firm to make reference to.
As a result, marketing communications for most services drag around a heavier burden than communications for products. A bright red Porsche 911 convertible, for example, chants loudly and beautifully for itself. Very few services shout for themselves at all.
We implicitly give trust to most products. We trust that our new tyres won’t blow out, our brown sugar will taste sweet, and our aspirin will relieve our headaches without bad side effects. But we are far less trusting and certain about most services.
We worry that our solicitors and auto mechanics will work more than necessary, and bill more than is warranted. We worry that the latest weight loss service will fail, just like the four before it. We worry that our remodelers will exceed their budget and complete the job weeks after they agreed to. We worry that the collection agency we hire for our service will harass our customers worth keeping and collect only a small part of our outstanding receivables.
So unlike communicating about products, talking about services must make the service more tangible and real, and must soothe the worried prospect. It’s not like selling Porsche automobiles.
For more information about services marketing and making services more concrete, visit Rob Johnson’s Twitter page. Sponsored by Rob Johnson of http://seocairns.seovoodoo.com.au/
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