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9Jan/100

Social Media may be new, but local businesses have understood the concept forever

Posted by Eric Long

Successful small, local businesses thrive when they carve out their niche by catering to a local group of loyalists, develop deep relationships, and create customers for life.

Social Media has the potential for large companies to feel small and make each customer feel valued like local businesses have been doing for years.

My local dry cleaner

Each week when I drop off my dry cleaning at the local dry cleaner, the owner greets me by my first name. I've even seen the owner working out at the local gym and he still referred to me by my first name.

Making me feel valued and worth remembering

It's one thing to see a customer's vehicle pull into your parking lot giving you have a few moments to recall their name, it's another to see the customer out of context and still remember their name.

It's hard to explain how this feels as a customer to be remembered both in and outside of the business.

I have yet to feel this way after visiting or purchasing from a website.

Which is your social media strategy?

That of my local dry cleaner? Or something else:

There's little in the relationship and loyalty department to be gained when your business' Twitter account is for posting your cheapest products, your Facebook page is about acquiring the most followers, and your blog is filled with content designed for search engine rankings and not people.

Build a relationship, not a campaign

The point of Social Media is not to "build a list," "go viral," or "get impressions/mentions." Social Media is not a campaign.

Social Media, done correctly, enables your business to intelligently connect with your loyalists to build deep relationships over time.

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8Jan/101

I sold my online business. I have mixed feelings, but made the right decision.

Posted by Eric Long

Over the '09 holiday break, I sold SuperMotors.net (a hobby-based automotive online business I ran with two long-time friends -- here are previous blog posts about it) which I had run in some form or fashion since 1998.

(Old screenshot of the site -- when Circuit City was still in business to be able to run banner ads)

It started as just a hobby

From '98-'02 it truly was a hobby, funded entirely by the money out of our pockets with no real plan in place. We knew we had something unique because people kept coming to the site, registering, loading up their vehicle information, pictures, sounds, and videos -- all by word of mouth. But man, it was an expensive hobby to have, even with costs split between the three of us.

It became a business (but a part-time one)

In '03 we officially became a Limited Liability Company, setup a business banking account, had company credit cards, designed and printed company business cards, had a company phone line, mailing address, and made a run at selling banner advertising inventory for the ad space on the site.

A trip to SEMA to visit existing and potential sponsors, trips to local car shows, and continuous involvement in the enthusiast community with our own hobby-based vehicles continued to get the word out.

Startup.com was a truly inspiring documentary that we watched countless time during these years.

On the up-and-up

From '04-'05 we operated like a business: regular strategy meetings, constant site updates, new feature enhancements, active forums, and we had regular revenue coming in from sponsors, ad networks, and membership fees -- it was exhilarating. I could see it someday becoming a full-time gig if we really wanted to make a run at it. We just lacked the financial stability to go at it on our own for an extended period of time.

The day jobs take prescedence

In '06 I moved from Minnesota to North Carolina to pursue a career in online marketing with a Fortune 500 company. Essentially, I had found a day job doing exactly what was so exciting about SuperMotors.net. Being an online site, we felt that we could continue to run the hobby-based-business-that-we-secretly-hoped-would-be-a-full-time-business-someday as if the distance between us would not matter.

It mattered, and in a big way.

Web 2.0 was blowing up and our site was stagnant

The Web 2.0 hoopla was blowing up, web technology was crazy, and hosting was becoming cheaper by the minute -- all things that should have contributed to a healthier bottom line, new and innovative features, but they didn't. My two friends and I were no longer meeting regularly. My move away from the business' home state had made it extremely difficult to collaborate.

The day jobs were getting more exciting, too.

In 2008, we decided to sell.

The decision to sell

This was a tough, tough decision. By this point, we had 10 years into the site both as a hobby and a business. We knew what we had on our hands, but we did not have the means to take it to the next level that we wanted to -- and it was beginning to show. Site updates and feature enhancements were nonexistent. Support requests from our members would go unanswered for weeks. The site was stuck on cruise control at 40 MPH in a 75 MPH speed zone.

Falling victim to the economy

Our buyer in 2008 had to bail on the deal as we were closing in on a finalized sales agreement. So much time had passed since our decision to sell and when we drew up the papers that the economy had gone south, and so did the buyer's ability to finance the purchase. Up until this point, I had dodged the bad economy impact, but it became real when something as small as our website was a victim of the economy going south. Who knew?

Maybe we just weren't ready to sell. Did we have a renewed interest in the site? Was this the kick in the pants we needed?

Several months had passed after the deal fell through and it was clear that it was still the right move for us to sell.

Selling the business was the most difficult business decision

The decision to sell (again) was tough. It's not like we were living off of the site -- we weren't. We all had day jobs. At this point, we had not continued dialogue with sponsors and the site was running break-even. But it was the potential of what could be that was so enticing about the site and what was so troubling about the decision to sell. The "what if's" plagued us.

Admitting "I can't make this happen"

I had to objectively look at things. When I did this, it gave me the clarity I needed: I was not going to make this site into the success I hoped and knew it could be. I couldn't do it.

When you say this to yourself about something that essentially is within your control, it's a very difficult realization. But, on the flip-side, I have a successful career and the experience in setting up a business, operating a site, meeting with customers, interacting with the end-users -- it has all contributed to my professional experience and I had fun while doing it.

It was time to let somebody else do this. And by letting go, I was doing a favor to our end-users who had stuck with us for so long.

It's sold

As I write this, it's been nearly two weeks since selling the site. It didn't become real until I could no longer access the server or had control of the domains. It's on odd feeling, but there is a sense of relief that the site is in better and more capable hands now than it has been in a couple years. I no longer have a guilty conscience as I look in my inbox -- there are no more unanswered customer and/or end-user emails that I tell myself "I'll get to this weekend."

In the end, I made the right decision and have no regrets.

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