What I know so far about marketing a small software company
May 13th, 2009One year ago I began working full time creating software for live show control. I say creating, but since it’s my company and I’m the only employee, “creating” really means “coding, supporting, marketing, documenting, designing, testing, managing” and any other list of business verbs you might want to apply.
I love it. If you’d asked me five years ago if I had any interest in business, I’d have said “No. Hell no.” But five years ago I didn’t have the first clue what “business” meant. The word felt vaguely dirty, tainted with self-interest and full of mysterious people called “managers” who, if they had any function at all, were (I assumed) perversely situated to obstruct the people who actually accomplished things.
I don’t pretend now to have more than the second or perhaps the third clue about business, but I’ve made it far enough past my first impressions to feel a kind giddy delight at escaping that nonsense. The creative forces in play are in every way peers to those that inspire designers or engineers. The satisfaction of elegance and efficiency is the same. To manage complexity well is a thrill, whether the complexity is built out of people or electrons.
This post was about marketing, right?
Right. The point of all that intro was to make it clear: I don’t know what I’m talking about. I’ve only been at this for a few years. I reserve the right to be wrong in what I’m about to say.
Then why are you wasting my time?
Well, I don’t think I am. I think I may want to revise some of these ideas later, but I’m comfortable with the core.
Why?
These ideas are working for me.
Define “working”.
Also, here’s a very incomplete list of where this product is used.
Alright, you’ve got, like, seven minutes.
Thanks.
Okay. Here’s what I know about marketing so far:
Fuck Sexy Umbrellas
Not like you’re thinking, sicko.
Half my background is in theater. Specifically, acting. At some point back there I had an audition class for TV commercials. A class where they told us to pick a noun and an adjective out of a hat, with the instructions to say that noun to the camera in a way described by that adjective. I picked: “sexy” and “umbrella”. Then I got 10 seconds to go say “umbrella” at the camera in a sexy way. All in the name of honing those money-earning, commercial-shooting skills so I wouldn’t flat-out starve trying to make a living as a piss-poor actor.
Fuck that. I used to think I hated marketing. You know why? Because of sexy umbrellas. Sexy umbrellas represent everything I hate about modern marketing. I don’t want people to buy shit they don’t need. I don’t want to lie to people for money. And I don’t want anyone else doing that to me.
I’m pretty sure most ideas I have about marketing are a reaction against sexy umbrellas. It leads directly to rule #1, which is:
Trust is the trump card.
It’s not hard to find information anymore. But it is hard to find information you can trust. Almost everyone is trying to sell you umbrellas, which means almost everyone is lying to you.
If I can trust you, you are special. If I can trust you, our relationship will last.
Discover ways to be surprisingly trustworthy.
Make your mistakes visible.
You know how you can tell if someone can be trusted? Because you see them making mistakes.
An exceptionally trustworthy person will even bring a hidden mistake to your attention—one you might never have known about. Telling the truth even when you don’t have to is good evidence that you’re trustworthy.
It hurts to do this. Get over it. Focus on why you’re doing it. The pain is temporary. The trust is long-term.
Your customers are your sales force.
View every interaction as a chance to recruit a new salesman. Surprise is a good tactic for this: “What can I do here that would be literally remarkable?”
I provide startlingly good customer service, and I let my customers tell their friends. That’s about it. Aside from my website, that’s my marketing.
Do not “make” a sale.
You can make a product. You can not make a sale. You can bully a sale, but you can not make one.
A pressured sale is a mediocre sale at best, and a disaster at worst. I have customers who have used a free version of my product for years. For professional productions. Some of them will never need to purchase an upgrade. That’s fine. They’re still my unpaid sales force. Others will, one day, need an extra feature. In that case, it’s not even that they’re on a fence; they’re floating over my yard. They’ll drop right in when the time is right.
Conference booths are not worth what you pay for them.
In other words, they’re not worthless, but they’re not even remotely worth what they’ll cost you. People will come to you if your software is compelling. If your software isn’t compelling, no amount of gasbagging at a conference booth is going to help that.
Will there be exceptions to this rule? Sure. But be damned sure you know you’re paying for an exception.
Do not advertise.
Advertising is a cousin of brainwashing, and we all know it. I’m not saying brainwashing can’t work. I’m pretty sure it does. But I’m also pretty sure you’re not the Coca-Cola company, which means you’re not big enough to brainwash anyone. So don’t mimic the brainwashers. Even if you’re big enough to try: don’t mimic the brainwashers. Your money is more powerful elsewhere, building something truthful and trustworthy.
If you don’t count some ill-advised trips to conferences, I have spent zero dollars on advertising. I have paid Google no money for search results. No SEO has optimized my website. I have no plans to advertise, ever.
It’s always personal.
The illusion of companies has died. We’re not fooled by that idea anymore. We know a “company” isn’t a real thing. We know it has no point of view. It has no wishes. It has no feelings. A company makes nothing, accomplishes nothing, cares about nothing, and can provide you with nothing. “Company” is a stand-in term for a specific group of people. And it is those people, not the illusory “company”, that make things, accomplish things, care about things. Only a human being can have a perspective. And we’ve figured this out.
The illusion of the company as a living creature with an “official” point of view is a lie. We’re going for trust here. Drop the lie. Be personal.

